Job Location: Bangalore/Bengaluru
The Role
The eBanking Operations Support Team is responsible for the daily end to end support of eBanking interfaces (comprising of upstream ERP applications and downstream connecting banks) for the Shell Finance business units by ensuring that application services meet or exceed agreed SLAs by provision of application support and fault resolution services for eBanking. The OLM Analyst is responsible for the resolution of eBanking issues that arise during the payment and bank statement process. This will involve actively monitoring and working on the incoming requests sent to the eBanking 2nd line support mailbox by the business units.
- The OLM Analyst actively and professionally communicates with the business users, business teams, the eBanking first line team and external teams when resolving issues in a timely manner.
- Provide functional guidance to 1LS analysts and natural team, build relationships with business process and delivery team focal points, understand important areas to focus for business/application knowledge.
- Assist with maintaining/increasing knowledge in the team and business functional areas.
- Staying abreast of application and business process changes within the team and business functional area, and making sure team has been appropriately trained and ready to support the changes being implemented. Ensure consistent execution of global standard support processes and tools.
- Produce management reports for business performance reviews, and reviews with other stakeholders.
- Manage SOX controls execution and effectiveness while answering to various queries from Auditors and making sure that we stay 100% compliant for all associated SOX controls.
- Assist in major projects associated with EBanking landscape and work in conjunction with Program/Project managers.
Dimensions:
- No direct reports
- Virtual working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations.
- Connected to 32 ERP systems.
- The eBanking landscape are globally used and have a high level of usage and visibility
- Major failures in the eBanking system could have effects on Shell reputation and could have a bad financial impact to Shell
- Approximately 31 applications within portfolio of which all are Business Critical.
- Virtual working in a global environment with culturally diverse teams.
- Support approximately 1500 finance staffs across the Group
- Provide 24×5 support in a follow-the-sun rotation with shift work.
- Complex interfaces: collaborates with ITSP, DV and supplier for process implementation and execution
- Must maintain business continuity while implementing major changes
Skills and Requirements:
- Overall 5 – 8 years of experience in IT
- Experience in an IT application support environment supporting critical business applications.
- ITIL@4 foundation certification.
- Strong knowledge and experience in Linux. Understanding kornshell scripting is preferred.
- Knowledge of Scripting Shell/Perl. Preferably Perl.
- Knowledge of Object oriented programming language Python/Groovy. Preferably Python
- Knowledge and experience in ERP (mainly SAP), bank account management and eBanking processes and concept is preferred
- Knowledge and understanding of idoc, edifact and xml file formats is preferred
- Knowledge and understanding mapping concepts is preferred
- Knowledge and understanding connectivity between systems is preferred
- Knowledge or experience of one or more of the following would be beneficial: Unix, Oracle, XML messages.
- Strong knowledge of business and solutions used in one or more of the following areas: Treasury, eBanking, ERP.
- Strong team worker.
- Strong interpersonal and communication skills.
- Be able to work under pressure. Deliver solutions fast, but to quality and in a compliant way.
- Educated to a degree level, preferably in Information Technology or similar
- Strong stakeholder, interpersonal relationship and communication skills.
- Strong analysis and problem-solving skills.
- Able to work collaboratively and effectively across the organization and across different geographies.
- Attention to technical details is a must, with focus on quality and accuracy.
- Able to handle multiple tasks with appropriate priority and strong time management skills.
- Fluent in English, written and verbal.
- Knowledge of application landscapes including underlying infrastructure & application security concepts
- Proven ability to deliver results in a cross-functional, multi-application, multi-service provider & virtual environment
- Ability to handle concurrent tasks with appropriate priority
- Flexible about work content and enthusiastic to learn.
- Flexible and willing to work in AP/US shift on rotational basis.
- Flexible and willing to perform weekend work when required.
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