- Large-scale Financial Platform
- Strategic Service Management
- Tech-savvy teams
Responsibilities
- Manage BAU service delivery and ensure SLA/KPI compliance for a large-scale financial platform
- Monitor service performance and SLA achievement, including system availability, user login success rates, mobile application performance, and payment transaction processing.
- Prepare and present regular service reports, SLA dashboards, performance reviews, and service improvement plans to stakeholders.
- Coordinate application maintenance activities, including security patching, bug fixes, component upgrades, and enhancement releases.
- Conduct service health checks and drive recommendations on system performance, resilience, capacity, security, and operational improvements.
- Track issues, risks, corrective actions, and improvement initiatives to ensure service stability and compliance with contractual requirements.
- Work closely with support, infrastructure, development, and vendor teams to ensure effective service delivery.
- Manage service review meetings and act as the key interface between business stakeholders and technical delivery teams.
Requirements
- 5+ years of experience in Service Delivery, Application Support, Managed Services, or Application Maintenance.
- Strong background in SLA management, service reporting, and stakeholder management.
- Knowledge of application maintenance lifecycle, patch management, and operational governance.
- Experience supporting large-scale enterprise, government, or public-sector applications is preferred.
- ITIL knowledge is advantageous but this is not an ITSM process management role.
Preferred Background
- Government, public-sector, financial services, pension, insurance, or large-scale digital platform projects.
- Experience supporting mission-critical applications with strict contractual SLA requirements.
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