Strategic Technologist

Job Overview:

This is a leadership role in our 24 x 7 technology service management operation unit of the Bank.

The goal is to ensure uninterrupted Technology Services to staff and customers through ITIL process governance, leading service improvements, and driving automation with an aim to provide world-class customer and employee experience.

We support several business groups and operational units with varied applications usage patterns built on multiple technology stacks. These services/applications are created via traditional, scrum, and agile development methodologies, hosted and managed on private, public, and hybrid cloud as well as on-prem data centers across operational geographies.

This critical leadership role reports to Head – Technology Service Management and plays an important part in the overall growth and stability of the team.

Key Responsibilities:

• Oversee the Service Management platform ensuring error-free operations in alignment with business needs and ITIL best practices.
• Perform platform administration, AI-driven automations, optimizations & integrations, license management, drive policies and procedures to platform governance.
• Initiate and lead tool enhancements and automations for process improvements.
• Provide subject matter expertise in the ITSM & CMDB tool architecture and service map configurations.
• Accountable for request management and drive continuous improvement and volume reductions by adopting innovative and interactive technical solutions.
• Lead KPI and reporting for all Service management processes.
• Manage vendors and contracts for BAU and project resources and track their performance.
• Prepare annual team budget and manage expenses for the Service management team.
• Manage and mentor the team of technical resources to drive organizational objectives and platform stability.
• Track and manage the risk and audit items for the team.
• Provide support for planning and achieving the learning and development goals of the team.

Key Result Areas:

• Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improve the capability of the tool using AI to institutionalize IT Processes. Development and enhancements of the Tools' UI as per HCD (Human-Centric Design)
• Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.
• Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.
• Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
• SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.
• Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities.
• Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
• Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.

Requirements:

For this role, you will need strong technical skills, excellent communication and leadership abilities, and a solid understanding of ITIL process governance.

A bachelor’s degree in Computer Science or a related field, along with relevant work experience, is required.

Candidates should be able to work collaboratively as part of a high-performing team and demonstrate a passion for innovation and continuous improvement.

Our ideal candidate will have strong analytical and problem-solving skills, with the ability to adapt quickly to changing priorities and technologies.

They should also possess excellent interpersonal and communication skills, with the ability to build strong relationships with stakeholders at all levels.

Benefits:

As a member of our team, you will enjoy a competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off.

Opportunities for professional growth and development will also be available, including training and education assistance, mentorship, and career advancement opportunities.

Our company values diversity, equity, and inclusion, and we welcome candidates from all backgrounds and experiences.

So if you’re passionate about technology and committed to delivering exceptional results, apply today to join our dynamic team