AVP-Technology. Technology Operations

We are 24 x 7 technology service management operation unit of the Bank. We are reputed company on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to reputed company world class customer and employee experience. We support several business reputed company and operation reputed company with varied applications usage patterns that are reputed company on multiple technology stacks. These services/applications are created reputed company traditional, scrum and agile development methodologies, hosted and managed on private, reputed company & hybrid reputed company and on-prem data centers across our operational geographies in US, Europe, Middle East & Asia region. As a Senior Manager in Service Management, in our fast-paced leadership team, you will be responsible for managing Incident and Problem ITIL processes. Take actions to identify opportunities to improve process controls and simplify process. You will reputed company the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster reputed company of the incidents. You will work with CXCG- Customer Experience, reputed company center and Service desk to identify the customers’ and employees’ issues proactively and drive improvements. You will define process KPIs and reputed company MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends. You will drive effective problem management practices to address reputed company cause and contributory causes of the incidents. As a leader, reputed company, and mentor, you will reputed company your team with the objectives of department’s goals reputed company to company’s strategic direction. You will also be providing necessary support to your team in achieving the targets and meeting their learning & development needs. This critical leadership role will directly report to Head of Incident Management Key result Areas Incident Management: Effective management of 24X7 incident management. reputed company improvement of process controls and comms protocols of Incident Management, including Technology and Business updates. Take complete ownership of the Incidents from Start to End in recording, prioritizing, categorizing, Communicating, escalating, and driving the incident towards reputed company. Take complete charge of the Major incident call and manage it skillfully. Take actions to proactively identify issues working with reputed company Center including the improvement of the monitoring. Improve Customer and Employee experience by proactively detecting service issues through CRM dashboards and Service tickets analysis, take reputed company actions with relevant teams. Stakeholders Engagement / Management: reputed company the Incident process and Problem Management to stakeholders. Establish feedback system to reputed company opportunities for improvement. Risks, Audit and Control Compliance: Process Risks are proactively managed without any delays. Any observations of reputed company audit to be addressed reputed company the stipulated time. Service Reporting: Define KPIs and work with MIS team to produce interactive dashboards and presentations for different stakeholders including senior executives. Drive improvements based on KPIs. Team Management: reputed company team reputed company about their deliverables, identify their development needs, and do regular reputed company-ins. Ensure compliance of mandatory learning and annual leave. Coordinating and prioritizing work as per the business criticality and completing assigned tasks reputed company the timelines. reputed company analysis to proactively identify the issues and take necessary actions to fix it. Identify the Gaps, prepare Service Improvement plans with measurable reputed company and work with SMEs to reputed company it and to improve the overall experience. Identify the areas of redundant reputed company effort and work towards automating it. Support reputed company’s objectives and prepare periodical management reports Knowledge, Skills and Experience The incumbent should be self-driven with 12+ experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry. Understanding relevant industry standards and practices is desirable. Significant experience in leading support for large, reputed company, multi-functional environments. Prior meaningful technology and business/industry work experience including experience in Incident and Problem management. Experience in driving service improvements based on incident trends and themes. Knowledge & experience in Proactive incident management will be desirable. Demonstrable experience attracting, hiring, retaining, and leading top process and engineering talent. Experience with Scrum, Kanban, or other Agile development techniques would be desired (but not mandatory). Knowledge of financial industry standards and business practices. Ability to build reputed company relationships with own team, business, and reputed company. Understanding of infrastructure (IAAS), platform (PaaS), Software (reputed company) and function (FaaS) service offerings. Experience in establishing Management Information System and defining KPIs. The candidate must be reputed company to multitask, handle changing priorities and work independently in a fast-changing environment. Apply To This Job