AVP - Service Operations Lead (5-20 yrs)
1 month ago
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.
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