Senior Manager Pricing, Loyalty Application Delivery & Support (Mashreq Global Network Pakistan)

Job Purpose:Responsible to manage and lead the production support & delivery for the Loyalty & Pricing applications.Responsible to manage and lead the production support & delivery for customer experience applications such as chatbot, IVR.Responsible to lead the production Support function at technology COV locations within the SLA, schedule, budget and scope parameters, including testing & overseeing the quality and compliance controls.Developing and executing the support strategy of technology by achieving objectives and goals. Accountable for 24x7 support and managing the Loyalty & Pricing system that can impact the bank with financial / operational loss, reputational issues, regulator warnings and penalties.The major responsibilities include requirement gathering, requirement analysis, functional specifications and review, test scope identification, test case review, UAT support, product walkthrough and change implementation.Other responsibilities include Interaction with Business Users, Vendors and Technology Stakeholders, Vendor Management Software Quality Assurance, Monthly service reporting, Periodic Status Update and People management including guiding and mentoring the team and delivering unique service by providing high quality of support.Guide the team members on managing day to day operations and provide them assistance to clear the blockers they face.Document the learnings and conduct knowledge sharing sessions.Be open to accept new applications responsibility and to work on newer roles, learn required tech skills.Key Result Areas:Contribute individually as well as manage a diversified team of professionals who are responsible for Pricing & Loyalty applications support and deliveryEffectively manage the vendor responsible for change and stability, of the most critical Pricing & Loyalty application of the bankResponsible for achieving agreed SLAsConduct system analysis and provide support in response to user issuesProvide technical expertise and recommendations in the assessment of issues and initiatives to support and enhance systemsReview and evaluate business requirements against existing and proposed systems, providing a recommended approach to providing a solutionAnalysis of functional requirement change impact to existing systemsCo-ordinate with stakeholder in preparing solution documentation (System Requirement Specifications - SRS) describing deliverables to meet requirementsAbility to prepare & execute Technical Design Specifications & ProgramHelping the development team in explaining the Pricing & Loyalty business banking concept and to verify for the correct issues resolution/functionality developed by the teamAbility to prepare Test Cases scenarios and its test data for executing test casesUnderstand the Business requirements from the Bank and effectively convert & prepare the Requirement Specifications & Functional specificationsSpecifications for enhancements, change requestPrepare/verify production transfer/release documentationPerform root cause analysis (RCA) arising from production system disruptionPrepare and maintain documentation describing custom configuration and parameterisation of 3rd party provided solutionsMonitor applications to ensure adequate system resources to process at production standardsProvides technical guidance, information and instruction to other IT staff requiring broader subject knowledgeResponsible for aligning IT strategy with business strategiesCoordinate with other interdependent teams for change deliveryKnowledge, Skills and Experience:B. Tech, MCA, BSc degree in Computer Science or relevant fieldMinimum 7 Years of Experience in – Application development, Monitoring and Implementation supportHands on experience with Microsoft Azure Cloud, Kubernetes, Microservices design, Java, Spring MVC, Python and Shell Scripts, .NET Core, DevOps, CICD IntegrationDatabase knowledge like SQL server, MySQL, PostgreSQL, NoSQLFamiliarity with front-end languages (e.g., ASP. Net, JSP, HTML, JavaScript and CSS)Excellent analytical and time management skillsKnowledge of chatbot and IVRs.Hands on Expertise in Pricing & Loyalty application is a plusKnowledge on Banking Business and Pricing & Loyalty productsVery good exposure to Core Banking and ChannelsAbility to review, understand and improve program code and system documentation.Good verbal and written communication including ability to prepare system documentation.Ability to interpret solution documentation and identify areas of concern and recommend approach.Good analytical / communication / people skills.Ability to multi-task in a dynamic work environment.Ability to develop large scale web/database applicationsAbility to work on multiple projects with multiple deadlinesAbility to communicate clearly with business users and project managerAbility to innovate and provide functional applications with intuitive interfacesAbility to complete all phases of software development life cycle including analysis, design, functionality, testing and support.