Job Description

  • Act as the primary escalation point for application incidents, especially Severity 1 issues.
  • Analyze and resolve complex production issues by working across L1/L2/L3, development, and QA teams.
  • Lead Root Cause Analysis (RCA) and implement corrective/preventive actions.
  • Debug and monitor OFSAA batch processes, application logs, and backend services.
  • Participate in ITIL-aligned processes such as Incident, Problem, and Change Management.
  • Design and verify deployment plans, including rollback and recovery strategies.
  • Maintain and contribute to documentation for known issues and troubleshooting procedures.
  • Support client interactions and audits related to production environment compliance.
  • Enhance monitoring/alerting frameworks to improve system observability. 
  • Participate in on-call rotations to support 24/7 system availability

    • Mandatory:

  • Bachelor’s degree in Computer Science, IT, or related field.
  • Service Delivery Manager role - 5+ years of experience in L3 support for OFSAA or similar analytical products in the banking domain.
  • Proficiency in Oracle SQL, PL/SQL, performance tuning, and analytical functions.
  • Strong experience in data modelling concepts, debugging, and triaging technical issues.
  • Experience managing Severity 1 incidents, production deployments, and patch support.
  • Familiarity with incident management tools such as ServiceNow and My Oracle Support (MOS).
  • Hands-on experience in OFSAA product development or implementation.
  • Experience leading small teams (., L1/L2) in a support environment.
  • Exposure to ETL tools, data pipeline workflows, and batch job scheduling.
  • Strong documentation skills and a proactive approach to knowledge sharing.
  • Familiarity with IT audit requirements and compliance best practices.
  • Act as the primary escalation point for application incidents, especially Severity 1 issues.
  • Analyze and resolve complex production issues by working across L1/L2/L3, development, and QA teams.
  • Lead Root Cause Analysis (RCA) and implement corrective/preventive actions.
  • Debug and monitor OFSAA batch processes, application logs, and backend services.
  • Participate in ITIL-aligned processes such as Incident, Problem, and Change Management.
  • Design and verify deployment plans, including rollback and recovery strategies.
  • Maintain and contribute to documentation for known issues and troubleshooting procedures.
  • Support client interactions and audits related to production environment compliance.
  • Enhance monitoring/alerting frameworks to improve system observability. 
  • Participate in on-call rotations to support 24/7 system availability

    • Mandatory:

  • Bachelor’s degree in Computer Science, IT, or related field.
  • Service Delivery Manager - 5+ years of experience in L3 support for OFSAA or similar analytical products in the banking domain.
  • Proficiency in Oracle SQL, PL/SQL, performance tuning, and analytical functions.
  • Strong experience in data modelling concepts, debugging, and triaging technical issues.
  • Experience managing Severity 1 incidents, production deployments, and patch support.
  • Familiarity with incident management tools such as ServiceNow and My Oracle Support (MOS).
  • Hands-on experience in OFSAA product development or implementation.
  • Experience leading small teams (., L1/L2) in a support environment.
  • Exposure to ETL tools, data pipeline workflows, and batch job scheduling.
  • Strong documentation skills and a proactive approach to knowledge sharing.
  • Familiarity with IT audit requirements and compliance best .

    • Career Level - IC4

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