Head - Application Support
SK Finance
- Location
- Mumbai, Maharashtra, India
- Job type
- Full-time
Required skills
- accounting
- change management
- compliance
- CRM
- cross-functional
- database
- end-to-end
- Fusion
- middleware
- Oracle
- Root Cause Analysis
- Salesforce
- uptime
- ServiceNow
About the role
SK Finance
Website:
skfin.in
Job details:
Key Responsibilities:
- Define and implement Application Support strategy aligned to NBFC business and IT objectives.
- Establish governance mechanisms, SLAs, and escalation matrices for all production systems.
- Lead, mentor, and develop Application Support team to ensure high availability and strong service orientation.
- Oversee end-to-end support of business applications including LMS, LOS, CRM, Collection, Payment Gateway, Treasury, Accounting, Co-lending and Digital Channels etc.
- Manage incident, problem, and change management processes following ITIL best practices. Maintain complete documentation — SOPs, runbooks, incident logs, and knowledge base.
- Drive root cause analysis (RCA) for recurring issues and ensure permanent corrective actions.
- Monitor daily health checks, batch jobs, integrations, and data flows across applications.
- Coordinate with application vendors (e.g., Nucleus, Salesforce, IDfy, Perfios, etc.) for issue resolution, upgrades, and enhancements.
- Review vendor SLAs, performance, and ensure adherence to agreed turnaround times.
- Manage AMC and support contracts, renewal timelines, and vendor escalations.
- Act as the key escalation point for business teams for any production issues.
- Ensure timely communication, updates, and impact assessment for incidents or planned downtimes.
- Work closely with business users, product owners, and development teams for functional alignment and continuous improvement.
- Implement monitoring dashboards, alerts, and proactive health checks for critical applications. Publish daily/weekly/monthly performance reports, SLA dashboards, and downtime analysis.
- Drive automation to reduce manual dependency in routine support tasks and reconciliations.
- Standardize processes for release management, deployments, and environment stability.
- Ensure compliance with internal IT policies, regulatory and audit requirements (RBI, ISO etc). Participate in audits, DR drills, and business continuity exercises.
- Track and report key metrics such as incident volumes, MTTR, uptime %, and recurring issues.
- Present improvement plans and highlight risk areas to senior management.
Required Skills & Experience:
- Strong knowledge of NBFC domain processes — Lending, Collections, Payments, CRM, Treasury, Accounting, Co-lending etc.
- Hands-on understanding of key platforms such as Nucleus LMS, Oracle Fusion, Salesforce, or similar systems.
- Sound understanding of APIs, integrations, middleware, and database performance.
- Expertise in ITIL processes and service management tools (ServiceNow, Mange Engine etc.).
- Proven ability to manage vendors and internal cross-functional teams.
- Excellent communication, analytical, and problem-solving skills.
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