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Strong Tier-1 brand, metro location, and broad technical support skillset increase competition.
Banking-specific SAP modules and production support focus make background transferability low across industries.
Explicit 9+ years requirement and mandatory SAP/production support tools make shortlisting highly strict.
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Own incident and problem management for Lending domain applications, ensuring effective escalation resolution and service restoration.
Manage Service Operations team performance, training, and adherence to SLAs and OLAs, driving continual service improvement.
Oversee Level 2 and Level 3 production support including batch processing and service requests, collaborating with IT and business stakeholders.
Minimum 9 years experience in L2 production support, incident/problem management, preferably in financial services or SAP environment.
Bachelor’s degree in Computer Science, IT or equivalent experience mandatory.
Proficient in SAP functional modules (Loans management, Banking Services, FI/FICO) and batch processing, with knowledge of Oracle SQL, Unix, and scheduling tools as advantage.
Fluent English required; German language skills preferred but not mandatory; willing to work in DE business hours.
Experienced in managing global service operations teams supporting complex applications and infrastructure in real-time distributed environments.
Strong process-oriented mindset with ITIL knowledge and ability to interact with cross-functional and multi-geography stakeholders.
Demonstrated expertise in SAP banking modules with hands-on production support and incident/problem resolution in high-impact environments.