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Specialized banking-domain, mid-senior service role in metro yields moderate competition density.
Requires banking domain experience and ITIL certification, reducing cross-industry transferability.
Mandatory 6+ years banking experience and ITIL Foundation certification create strict shortlisting filters.
Ensure delivery of IT services meeting SLAs, KPIs, and contractual standards across Incident, Problem, Change, and Service Request processes.
Lead service performance monitoring, root cause analysis, and continuous service improvement initiatives to enhance operational efficiency.
Manage customer relationships, conduct service reviews, handle escalations, and coordinate with internal teams and vendors to resolve service delivery issues.
Minimum 6+ years of experience in Banking domain with exposure to Incident, Problem, and Change Management.
Graduate degree in Computer Science, Information Technology, Engineering, or related field is mandatory.
ITIL Foundation certification is required; ITIL Intermediate/Managing Professional certifications preferred.
Experience and knowledge of ITIL Framework, SLA/KPI reporting, TSM tools, and banking regulatory and compliance requirements.
Experienced in managing IT service operations specifically within Banking environment including Finacle CBS and Digital Banking Channels.
Able to handle escalation management and governance with strong communication and problem-solving skills.
Strategic focus on customer satisfaction and continuous improvement within complex IT infrastructure and managed services settings.