Assistant Vice President - Service Delivery Manager

Assistant Vice President - Service Delivery Manager

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Managing Service Delivery for various IT Digital Channels. The Role is responsible for managing service levels including uptime, incident management, release management, compliance, BCP and DR practices for SBICard customer facing digital channels.

Role Accountability 

1. Manage Application service delivery – Person will be leading end to end service delivery practices along with his team whose responsibilities includes Managing uptime, high availability, compliance, incident management, release management, setting up monitoring/alerts etc.  Systems under scope are
2. SBI Card retail website (www.sbicard.com)
3. SBI Card retail mobile app (android and iOS)
4. SBI Card connect corporate B2B website (sbiconnect.sbicard.com)
5. Transactional alerts and eCARD.
6. Manage Application IT infrastructure along with CTO organization – For in scope digital channels, you will be working directly with CTO & other teams for managing infrastructure, network and other components. Setup/changes/support in these components will be executed and owned by relevant teams, however you need to have strong hold and review mechanism on these components for website/mobile vertical.
7. Projects delivery for IT operations – You will also get small to medium projects executed from your outsourced team to bring more efficiency in IT operations or to address important business/compliance requirements. Keeping Application secure and compliant - Your outsourced team will be working on keeping website/mobile applications secure on various application information security standards (e.g. OWASP ). These scans will be conducted time to time by internal and third-party auditors. For vulnerabilities and compliance outside application layer you will be managing release planning for website and mobile application related servers. The compliance and patching will be ensured by other relevant teams of SBI Card. 

Measures of Success 

1. Up Time of Digital channels
2. SLA for Incident Management
3. RTO and RPO for BCP and DR
4. Release management (First time right)
5. Architecture review and Adherence
6. Key decisions in architecture

Technical Skills / Experience / Certifications

Technology skill set - Person should have hands on experience in most of following technology areas. 

1. Application and Databases – Java J2EE, SOAP/REST, Microservices, Oracle, PL/SQL
2. User Interface frameworks - Angular and React
3. Application Monitoring – Tools like for application monitoring and alerts 
4. Platforms – Linux, Shell scripting, Oracle WebLogic
5. CMS – Teamsite/Livesite
6. Low Code platform – Kony/Temenos
7. Internet facing infrastructure knowledge is preferred which includes – external DNS, loadbalancer, firewalls etc.

Competencies critical to the role

RFP and Vendor management – You should have experience on running RFP process, vendor and platform evaluation and IT vendor relationship management.

Qualification 

1. B.E / B.Tech / MCA in Computer Science/IT. 
2. ITIL/ITSM/ITAM is highly desirable.
3. MBA/PGDM in IT/System is preferred but not mandatory.
4. 10-12 years of total experience with at least 2 years in Application support / service delivery

Preferred Industry

IT Services

Experience Level

Executive Level