AVP - Service Operations Lead

Role: Service Operations Lead (AVP)

WFH and WFO

Department: Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Job description:

Technology Operations is responsible for the technical infrastructure required to supply IT services to the bank. Work includes:

- Overseeing strategy, design, development, and deployment of IT solutions

- Improving or developing new products, components, equipment, systems, technologies, or processes

- Ensuring that research and design methodologies meet established scientific and engineering standards

- Assisting with formulating business plans and budgets for product development

- Analysing quality/safety test results to ensure compliance with internal and external standards

- Keeping abreast of new developments in the industry and translating those developments into new and viable options for the organization and clients

- Organising technical presentations to clients and/or industry groups Monitoring product development outcomes to ensure technical, functional, cost, and timing targets are met May be responsible for managing product regulatory approval process

Your key responsibilities:

- Management of support activities for service operations, such as troubleshooting and solving incidents and problems service delivery

- Take overall responsibility for the resolution of incidents and problems within the team & oversee the resolution of complex incidents

- Ensure analysts are using the correct troubleshooting methods and processes

- Assistance in managing relationships with involved business partners

- Manage escalations by collaborating with customer Service, other service operations specialists and relevant TDI functions to properly and quickly resolve escalated issues

- Overview of areas that need monitoring, reporting and improvement

- Identifying the required metrics and ensuring that they are addressed, monitored and improved where necessary

- Experience with multiple technology stacks (Unix, PLSQL, JAVA etc.)

- Working knowledge of standard tools (Service-Now, Confluence, JIRA)

- ITIL & GCP qualified desirable

Your skills and experience:

- Prior experience in defining, developing, implementing Automic (UC4) workload processing according to requirements, Batch processing and related tasks.

- Ability to reverse engineer processes and systems when necessary.

- Familiar with UNIX, Shell & Perl scripting, and command line environments.

- Familiar with documentation in tools like JIRA, Confluence and ServiceNow.

- Prior working involving use of ITIL standards and procedures, naming conventions, client concept, alarming concept, scripting, centralized includes.

- Proficiency in ETLF tool (Informatica) and SAP (good to have)

- Proficiency in SQL for data querying and manipulation (good to have)

Expected Tasks to Perform:

- Implement new tasks and workflows as per Customer requirement (scheduling, monitoring, and alarming).

- Automate and optimize existing processes to improve efficiency and reliability.

- Proven prior ability to plan and analyze workflow and processes to troubleshoot issues and for performance improvement.

- Handle deployments and releases of new features and updates.

- Analyze and classify errors to ensure timely resolution.

- Manage incidents and contribute to root cause analysis.

- Document processes, configurations, and solutions for future reference and knowledge sharing.