Production Operations Shift Lead
Pune, Maharashtra, IN
2d ago

What will you be doing? Production Support

  • Shift Handovers
  • Perform a complete handover while changing shifts
  • This should include a complete view of IPC & REQ (unassigned & assigned)
  • Incident Management
  • Provide 24 x 7 (rota) 2nd Line Specialist support for all core and non-core messaging technologies.
  • During Shift changes, INCs should be assigned to members working as per customer time zone
  • Proactive monitoring of Aged & Escalated tickets during the shift.
  • Change Management

  • Assess, plan, test and implement BAU change into Production environment, adhering to bank’s governance and control procedures.
  • Ensure all the planned changes are assigned to the respective team members
  • E.g. : Mailbox moves, Defrag, Patching activities, etc.
  • Ensure the Change Task & Requests are closed within the SLA
  • Ensure the team recertifies the Standard & Template changes, to avoid any expiry
  • Queue Management

  • Proactive monitoring of the queues including but not restricted to SF, Request & Alerts
  • Immediate Response time by the team for Communication Tools used internally.
  • Team Management

  • Have monthly 1-1 & team catch-ups with respective DR’s & set up improvement plan for Skills / confident / Attitude.
  • Recognize / appreciate DR’s / Team efforts & flag concerns to manager
  • Manage Shift Rota in Line with respective DR’s, Leaves, etc.
  • Ensure team completes Mandatory Trainings & submits Timesheet on time.
  • Roll out Monthly reports within Ops for all tasks owned / completed by the team.
  • Eg : Documentation Tasks, Community Events, Shift left , Innovative methods for BAU, Automation, Demand Reduction, etc.
  • Conduct weekly Team Meetings to ensure all team members are on the same page.
  • Application Checks & Reports

  • Ensure the Shift members have performed all the required Application Checks
  • The SOD Report & other reports are sent out on time with accurate details.
  • Ensure Ops handover has the task / assignments mentioned in 3rd line handover
  • Ensure SOD checks by next shifts are given in Ops Handover Health checks section
  • Task Management

  • Be the Primary POC for all Shift left related activities.
  • Create & manage Shift Task Rota for each shift
  • Manage Rota for ensuring Monthly Patching is evenly distributed & completed without any issues.
  • Ensure proactive engagement for DR Tests
  • Support the team for additional tasks.
  • Review the progress of tasks assigned to DR’s & get it actioned in timely fashion, assist DR’s if there are any challenges / Delays.
  • Knowledge Management

  • Engage with the team periodically (every month preferably) to assess the knowledge improvement areas
  • Devise a Development Plans are in place for knowledge enrichment within the team.
  • Onboarding & Knowledge Transfer for new team members into the team.
  • Quarterly review to ensure the available documentation is up to date.
  • New process, procedure & task are documented & available on SharePoint.
  • Improvement of Existing & New Joiners for
  • Skill
  • Should create a plan for above point’s basis their Monthly 1-1
  • Improve confidence level for call outs, Should Review Call out’s made by DR’s & Educate if there are any call out’s which could be handled by us or would be avoided.
  • Systems Management - Responsible for Operational Systems Management & Preventative Maintenance to include proactive monitoring, system checks, SOD Reports, house-

    keeping and scheduled maintenance activities. Estate Management work on DCR Test to support the BCM Team, assist Platform team on booking servers for Quarterly patching & pre-

    post checks, Capacity ManagementRequest Management Responsible for handling the Request for fulfilment of the new asks.Escalation management provide full support and best service in event of any service or operational escalation.

    This would include the ability to problem solve, by reviewing incidents raised, making innovative recommendations, analysing the full end to end issue ensuring that recommendations made will resolve incidents with no additional impact to serviceInnovation a key requirement for this role is to continually keep appraised of Infrastructure and Application enhancements in order to have the ability to continually be reviewing innovative solutions and service improvements as part of the roleCommunication with any incident raised or escalation to service the role holder must have the ability to communicate at all levels.

    This would include Client, Line Management and Peer interpersonal skills to either verbally communicate direction and changes required as part of the role, and to follow this up by the production of clear communication to the Client, or process changes / enhancements to line management and peers.

    Documentation Management & AdministrationAdhere to all Operational processes and procedures, ensuring full compliance to the input of data and information into service management and operational tools and systems.

    Own and manage Document Library - develop, store and maintain all operational documentation to include processes, procedures, knowledge, and required MI.

    What we’re looking for :

  • Experience required in Microsoft SharePoint & Blackberry for work.
  • Should have experience of a shift lead & managed to work on Employee Shift Rota management, Incident Queue mgmt., Application Checks & Handovers
  • Very good understanding of IT infrastructure and systems integration in enterprise environment
  • Experience in providing end user & system support.
  • Should have worked on Creating and configuring new sites, adding document libraries, Creating and configuring lists and forms, Backing up SharePoint sites.
  • Skills that will help you in the role :

  • SharePoint 2010 / 2013 administration, configuration, and deployment of medium / large scale enterprise solutions
  • Windows Server 2008 / 2012
  • MS SQL Server 2008 / 2012 / 2014
  • SharePoint Designer
  • IIS 7.5 / 8.0 / 8.5
  • Windows Active Directory
  • Networking (load balancing, TCP / IP / routing, DNS, TLS)
  • Android / IOS Platforms
  • Blackberry Enterprise Servers
  • Blackberry Mobile Data Servers
  • Blackberry Works Collaboration Suite of products
  • O365 Mobile products
  • Mobile Device Management products
  • Client Based VPN (IPSEC)
  • Where will you be working?

  • Pune
  • Barclays recently announced the creation of a new world-class campus at Gera Commerzone located in Kharadi. All Pune based roles will eventually start to move to this new campus starting September 2019.
  • In the run up to that, during the course of 2018, there may be transitory movements of some roles to other temporary sites.

    Please speak with your recruiter about the specific location plans for your role. Be More at Barclays At Barclays, each day is about being more as a professional, and as a person.

    Be More Barclays’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience.

    We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances.

    Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance.

    Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are.Interested and want to know more about Barclays?

    Visit / who-we-are / for more details. Our Values Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship.

    Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues.

    Simply put, success is not just about what you achieve, but about how you achieve it. Our Diversity We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

    Our Benefits Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances.

    These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be.

    We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.

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