Senior Manager Pricing, Loyalty Application Delivery & Support (Mashreq Global Network Pakistan)

Mashreq; Karachi Division; On-site; PKR 3,200,000 - 4,600,000; Full time

Job summary

Mashreq is seeking a seasoned IT professional to manage production support and delivery for the Loyalty & Pricing applications and customer experience apps such as chatbot and IVR. You will lead the production Support function across COV locations, ensuring SLA compliance, budget adherence and high quality deliverables.

You will drive requirements gathering, test scope, UAT support, and change implementation, mentor team members, coordinate with vendors and stakeholders, and continuously improve

Qualifications

• B.Tech/MCA/BSc in CS or related field.
• Minimum 7 years of experience in application development, monitoring and implementation support.
• Hands-on experience with Azure Cloud, Kubernetes, microservices design, Java, Spring MVC, Python and Shell Scripts, .NET Core, DevOps, CI/CD.
• Experience with banking/financial applications is a plus.

Responsibilities

• Lead production support and delivery for Loyalty & Pricing applications.
• Oversee support for customer experience apps such as chatbot and IVR.
• Manage production support at technology COV locations within the SLA, schedule, budget and scope parameters.
• Develop and execute the support strategy of technology with 24x7 coverage.
• Guide team members and mentor staff, delivering high-quality support.
• Coordinate with Business Users, Vendors and Technology Stakeholders; prepare SRS/docs.

Skills

Analytical thinking

Time management

Stakeholder communication

Leadership

Education

B.Tech / MCA / BSc in CS

Tools

Azure Cloud

Kubernetes

Java

Spring MVC

Python

Shell Scripting

.NET Core

DevOps

CI/CD

SQL/NoSQL Databases

Job description

• Responsible to manage and lead the production support & delivery for the Loyalty & Pricing applications.
• Responsible to manage and lead the production support & delivery for customer experience applications such as chatbot, IVR.
• Responsible to lead the production Support function at technology COV locations within the SLA, schedule, budget and scope parameters, including testing & overseeing the quality and compliance controls.
• Developing and executing the support strategy of technology by achieving objectives and goals. Accountable for 24x7 support and managing the Loyalty & Pricing system that can impact the bank with financial / operational loss, reputational issues, regulator warnings and penalties.
• The major responsibilities include requirement gathering, requirement analysis, functional specifications and review, test scope identification, test case review, UAT support, product walkthrough and change implementation.
• Other responsibilities include Interaction with Business Users, Vendors and Technology Stakeholders, Vendor Management Software Quality Assurance, Monthly service reporting, Periodic Status Update and People management including guiding and mentoring the team and delivering unique service by providing high quality of support.
• Guide the team members on managing day to day operations and provide them assistance to clear the blockers they face.
• Document the learnings and conduct knowledge sharing sessions.
• Be open to accept new applications responsibility and to work on newer roles, learn required tech skills.

Key Result Areas:

• Contribute individually as well as manage a diversified team of professionals who are responsible for Pricing & Loyalty applications support and delivery
• Effectively manage the vendor responsible for change and stability, of the most critical Pricing & Loyalty application of the bank
• Responsible for achieving agreed SLAs
• Conduct system analysis and provide support in response to user issues
• Provide technical expertise and recommendations in the assessment of issues and initiatives to support and enhance systems
• Review and evaluate business requirements against existing and proposed systems, providing a recommended approach to providing a solution
• Analysis of functional requirement change impact to existing systems
• Co-ordinate with stakeholder in preparing solution documentation (System Requirement Specifications - SRS) describing deliverables to meet requirements
• Ability to prepare & execute Technical Design Specifications & Program
• Helping the development team in explaining the Pricing & Loyalty business banking concept and to verify for the correct issues resolution/functionality developed by the team
• Ability to prepare Test Cases scenarios and its test data for executing test cases
• Understand the Business requirements from the Bank and effectively convert & prepare the Requirement Specifications & Functional specifications
• Specifications for enhancements, change request
• Prepare/verify production transfer/release documentation
• Perform root cause analysis (RCA) arising from production system disruption
• Prepare and maintain documentation describing custom configuration and parameterisation of 3rd party provided solutions
• Monitor applications to ensure adequate system resources to process at production standards
• Provides technical guidance, information and instruction to other IT staff requiring broader subject knowledge
• Responsible for aligning IT strategy with business strategies
• Coordinate with other interdependent teams for change delivery

Knowledge, Skills and Experience:

• B. Tech, MCA, BSc degree in Computer Science or relevant field
• Minimum 7 Years of Experience in – Application development, Monitoring and Implementation support
• Hands on experience with Microsoft Azure Cloud, Kubernetes, Microservices design, Java, Spring MVC, Python and Shell Scripts, .NET Core, DevOps, CICD Integration
• Database knowledge like SQL server, MySQL, PostgreSQL, NoSQL
• Excellent analytical and time management skills
• Knowledge of chatbot and IVRs.
• Hands on Expertise in Pricing & Loyalty application is a plus
• Knowledge on Banking Business and Pricing & Loyalty products
• Very good exposure to Core Banking and Channels
• Ability to review, understand and improve program code and system documentation.
• Good verbal and written communication including ability to prepare system documentation.
• Ability to interpret solution documentation and identify areas of concern and recommend approach.
• Good analytical / communication / people skills.
• Ability to multi-task in a dynamic work environment.
• Ability to develop large scale web/database applications
• Ability to work on multiple projects with multiple deadlines
• Ability to communicate clearly with business users and project manager
• Ability to innovate and provide functional applications with intuitive interfaces
• Ability to complete all phases of software development life cycle including analysis, design, functionality, testing and support.