Nisha Dhonchak

•                    Provide 24 x 7 standby support for production environment

•                    Monitor all alerts and take necessary actions

•                    Coordinate with various teams (internal and external) and raise support tickets and assist in production issues

•                    Change Management and Build/Code Release Deployment

•                    Incidents Escalation and Resolution

Job Specification *

·        SLA Management

•                    Manage timeline for incidents and issues reported

•                    Manage response times for Sterling Commerce services to make sure it is within agreed SLA

•                    Address any issues related to SLA breach due to environment or capacity Support and Prepare RCA

•                    Filter the request for compliance to be classified as an Incident

•                    Determine which component of the IT system is impacted

•                    Log and track the Incident record

•                    Resolve Incident and, update the Workaround Register regarding any new Workarounds implemented

•                    Update the Incident record based on investigation and resolution

•                    Escalate and Engage 3rd level support if necessary Capacity Management

•                    Ensure Production/DR server capacity meets in health state and monitor system alerts Risk Management

•                    Evaluate all changes introduced to production environment and identify any operational or technical risk

•                    Highlight identified risks to management and track it until it is addressed Environment Management

•                    Make sure all software and hardware are inventoried. Software upgrades are taken care to address end of supports

•                    Environments are locked and only authorized personal can make change

•                    Ensure environments are having standardized configuration

•                    Ensure up-to-date back-ups are available for all environment Change Management

•                    Handle Change Management request and assure all sign off obtain for approval

·         Build and Release – deployment will be on weekend

•                    Handle package build requests and assure system control version

•                    Manage internal releases in line with Bank’s software release schedule

•                    Handle Customer Onboarding setup DR/BCP

•                    Ensure DR environment is up-to-date with production

•                    Participate in DR Drills

•                    Ensure system is adhered to Bank’s DR PolicyReporting Requirements

•                    Prepare weekly and monthly report on system health for management