Responsible for the stability, performance, and reliability of our digital banking core. Oversee the L2/L3 support operations that bridge the gap between the Finacle Core Banking system and our modern service layers. Ensure “zero-downtime” operations by leading rapid incident response, performing deep-dive root cause analysis RCA, and collaborating closely with the Finacle Core team to resolve complex integration bottlenecks.
- Finacle Support Liaison: Serve as the primary technical point of escalation for all integration issues involving Finacle and coordinate with the Core Banking team to troubleshoot data discrepancies, connectivity drops, and API failures.
- Incident Command: Lead the response to high-priority production incidents. Ensure clear communication with stakeholders and drive the team toward rapid service restoration.
- Environment Health: Monitor the stability of OpenShift and other servers, ensuring the optimal performance of the middleware services running within them.
- Proactive Monitoring: Drive the strategy for advanced alerting and logging using Grafana, Prometheus, ELK, or Dynatrace. Ensure that support teams are alerted to anomalies before they impact end-users.
- Mean Time To Resolution MTTR: Achieve an average MTTR of < 45 minutes for critical P1 integration incidents.
- Support Leadership: Manage a 24/7 or follow-the-sun support rotation, ensuring adequate coverage and healthy work-life balance for the team.
- Change Success Rate: Maintain a > 98% success rate for all production patches and configuration changes.
Qualifications
- BSc in IT, Computer Science or related field
- Master's degree, professional certification such as ITIL Foundation, Sun Certified Java Developer SCJP, Oracle Certified Associate OCA, Microsoft Certified Professional and Developer MCP, MCSD can be an added advantage.
Experience:
- 7years deep operational understanding of Finacle Core Banking e.g., troubleshooting Finacle Integrator, batch job failures, or ISO8583/REST messaging.
- Expert-level ability to read and debug Java code.
- Experience with Terraform/Ansible for environment automation and troubleshooting and Kafka/RabbitMQ for message-queue monitoring.
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Conveying Self-Confidence
- Interacting with People
- Interpreting Data
- Making Decisions
Technical Competencies:
- Business Process Improvement
- Data Integrity
- IT Applications
- IT Systems
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