Lead Digital Experience Support

Tawteen

Principal Accountabilities

Team Support Digital Experience

• Align with Digital Experience Support team to manage & resolve escalated cases related to the Digital Banking Channels
• Identify frequent issues work with Internal Teams/Vendor to get them fixed within agreed SLA
• Monitor team performance and report on metrics
• Publishing Weekly/Monthly MIS of the Support Desk Activities
• Conduct periodic in-house Training for the staff and continuous monitoring and implementation of skill development plan.
• Ensuring timely redressal of the grievance and escalations raised by the support team.

Customer Onboarding and Support

• Provide UAT onboarding & technical support for bank s customers to consume Bank s APIs or for testing Bank s H2H solution. Support can be through Visits/Phone/Email/Teams or any other channel recommended by Bank/Customer
• Provide functional & technical support for all projects involving APIs/B2B; this includes end-to-end testing support, user acceptance testing, performance and security testing support.
• Perform monitoring activities to ensure uptime for the supported UAT systems,
• Responsible for issue resolution & support in RCA analysis for UAT incidents. Follow proper escalation processes to meet or exceed target resolution timeframes.
• Responsible for emergency response outside of normal business hours as necessary during production implementations, customer issues, system upgrades, etc.
• Maintain & publish implementation tracker to Customer & internal stakeholders for the UAT implementations
• Responsible for creation & maintenance of SOPs/User Manuals/Other documentation that are needed for assisting Customers in UAT onboarding & testing

Process Alignment & Reporting

• Align and develop digital experience support strategy in line with business strategy.
• Track Adherence to defined processes & ensure minimal deviation
• Define SOPs for handling recurring issues
• Track SLAs for the different applications supported by Digital Experience Team
• Proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc.
• Closely work with technology team to ensure continuity of Digital Banking channels & plan for key Customer management during planned/unplanned system downtimes
• Perform market research to stay abreast of the rapidly evolving Digital Banking space & recommend improvement areas in Digital Banking product and support.

Stakeholder Management

• Meeting Priority Customer for Service Feedback
• Weekly meetings with IT/Vendor for Issue Management & SLA tracking
• Fortnightly meetings with COPS for Issue Management & SLA tracking
• Publishing MoM of the stakeholder meetings & closure of actionable items
• Align with Customer Experience team for understanding Customer issue patterns & resolving them.

Test Management

• Manage bug fix delivery within set timeliness and with required effectiveness and efficiency
• UAT Test Cases & Test Execution Verification
• Go-live Sanity Support
• Trainings

Other Responsibilities

• Complete all assigned HR trainings & learning tasks
• Actively participate in all Internal Team Trainings
• Prepare training programs/manuals for new member onboarding

Job Skill Requirements

Qualifications

1. Requires Bachelor degree in Computer Science, Information Technology or other engineering discipline.

2. Desired

a. Professional Certification on IBM DataPower/App Connect Enterprise

b. Other relevant technology professional certifications

Experience

Experience of 10-12 years in Online Banking with domain knowledge of Payment & e-Collection process

Extensive knowledge and experience in API (RESTful) and Web Services (SOAP) design, development and testing

Experience in Open API and Open Banking solution development will be a strong advantage

Other skills and Abilities

Good knowledge of Unix/Linux systems, Banking applications & RDBMS databases

Working knowledge of java-based opensource & API technologies.

Demonstrated ability to communicate effectively in both oral & written form.

A clear and practical understanding and experience integrating technical services which support applications and users in the organization;

Experience communicating by phone and face-to face with customers collecting implementation details, implementing solutions, and providing technical support

Interpersonal skills

Ability to establish confidence, rapport and foster cooperative relationships with business & coworkers. Comfortable initiating regular business contacts.