Module Lead\..Technology Operations - Technology Service Management

To manage 24 x 7 technology Incident management operation unit of the Bank. We are focused 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 provide world class customer and employee 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, complex, 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 positive relationships with own team, business, and technology partners. Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS) and function (FaaS) service offerings. Experience in establishing Management Information System and defining KPIs. The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.

Incident Management: Effective management of 24X7 incident management. Continuous 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 resolution. Take complete charge of the Major incident call and manage it skillfully. Take actions to proactively identify issues working with Command 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 prompt actions with relevant teams.

Analyze the issues with problem solving skills and can drive improvements. Should be able to present the findings and resolutions to senior management and stakeholders. Negotiation and conflict resolution in the interest of Bank.