Senior Director, Technical Operations

Job Title: Sr. Associate Director, Service Management

The company is seeking an experienced professional to fill a key role in their service management team. This position involves leading incident and problem management processes for business-critical customer-facing systems.

Some of the key responsibilities include:

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• Building and deploying monitoring, alerting, and observability frameworks across all layers of the custom stack (application, API, DB, network)">
• Driving automation-first operations, including infrastructure as code, CI/CD pipelines, and self-healing mechanisms to eliminate toil and manual interventions">
• Serving as a technical thought leader and mentor to DevOps engineers, advocating for a culture of ownership, root cause thinking, and continuous improvement">
• Collaborating with architecture and platform teams to influence design for reliability and performance">
• Implementing proactive monitoring, alerting, and self-healing mechanisms, conducting Root Cause Analysis, and driving long-term fixes to reduce incident recurrence">
• Driving automation of operational tasks and manual processes using tools like Ansible, G3, etc">
• Managing CI/CD pipelines and ensuring seamless deployment of code with minimal downtime">
• Leading incident response efforts, ensuring timely resolution, and managing postmortem processes">
• Collaborating with ITSO, IT Service Owner, SQM, Service Quality Management, and application teams to improve service uptime and customer experience">
• Forecasting system capacity and ensuring scalability to meet future growth">
• Embedding agile IT Service Management disciplines into the day-to-day activities of cross-functional teams and owning responsibilities for services delivered">
• Working with DevOps-enabled cross-functional teams to support best practice incident and problem management, change and release management, and monitoring, logging, and alerting for both production and non-production environments">

Requirements:

To be successful in this role, you should meet the following requirements:

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• Fantastic experience with ALM tooling such as App Dynamics, Open Telemetry, Splunk, JIRA, and Confluence">
• A proven track-record of developing and delivering service improvements">
• Proven and extensive experience of service management, application production support, with knowledge of service recovery, incident, and problem management">
• Experience using service management, service monitoring, knowledge management, communication, and workflow tools, e.g., Jira Service Desk, etc">
• A flexible, committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level">
• Relevant product knowledge, including knowledge of Internet Banking, Mobile Banking propositions, or other customer-facing applications, services, or infrastructure is desirable but not essential">
• Role-relevant qualifications, Certified Agile Service Manager, preferable; ITIL, Service Management qualifications are desirable but not essential">
• Past working experience in a relevant role, i.e., Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction, or Service Management is desirable but not essential">
• Strong communication and interpersonal skills to develop relationships across the business, stakeholders, and technical teams">
• Strong decision maker and proactive self-starter">
• Proven analytical skills, ability to deal with complex, technical data">
• Proven ability to work in globally distributed, multi-site teams and processes">
• Demonstrated ability to work effectively with stakeholders">
• Knowledge of IT components, like IBM WAS, IBM HTTP server, web server, Load Balancers, Middleware messaging, etc">
• Engaging all relevant stakeholder's visibility on their service availability, operability metrics, risk appetite, incidents, and control effectiveness, etc">
• Planning and project management skills">
• Ability to work independently with limited supervision">
• Communication - Ability to present complex issues confidently and concisely to Technology and DBS Senior Executives and other key stakeholders using non-technical, easily understood language">

Benefits:

You'll achieve more when you join our organization. We're committed to building a culture where all employees are valued, respected, and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.

Others:

This job requires the ability to communicate effectively with various Business, IT teams, exhibit flexibility to work in shifts and provide on-call support, adhere to SLAs, service delivery procedures defined by ITIL framework, ability to work successfully deliver services to agreed levels in a diverse and constantly changing environment, effectively deliver services involving elements delivered by other internal external teams.