Job Purpose :-- We are 24 x 7 technology service 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.
We support several business groups and operation units with varied applications usage
patterns that are built on multiple technology stacks. These services/applications are
created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and also on-prem data centers across our operational geographies including UAE, Egypt, UK, USA, HK, India and other international locations.
As a senior manager in Service Management, in our fast-paced leadership team, you will be responsible for managing ITIL processes - Change Management and Service Transition. Take actions to identify opportunities to improve process controls and simplify process. You will track and improve successful implementation of technology changes in the Bank. You will also establish and review the root cause of change failures and incidents related to change, identify preventive actions and will drive improvements working with relevant teams. You will be entrusted to drive Service Transition process to ensure non-functional requirements are addressed prior to production go-live. Defining process KPIs and developing MIS dashboards working with MIS team.
As a leader, coach, and mentor, you will provide your team with the objectives on
department's goals aligned to company's strategic direction. You will also be providing
necessary support to your team in achieving the targets and meeting their learning &
development needs. This critical leadership role will directly report to Head Technology
Service Management.
Key Result Areas
- 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.
- Problem Management: Continuous improvement of Problem management by
- strengthening RCAs to aim prevention of similar incidents in future. The analysis and actions both should address root cause and contributory causes. Collaboration with Change management for RCAs of incidents related to change. Identify the gaps in monitoring and drive relevant actions. Drive Service ticket volume reduction for performance and outage related issues. Drive thematic Service improvements and minimize impacts to our customers and employees. Ensure the completion of the preventive measures within the agreed timelines. Ensure the knowledge articles like KEDB are maintained for the reference of the stakeholders.
- Stakeholders Engagement / Management: Educate the Incident process and Problem Management to stakeholders. Establish feedback system to gather opportunities for improvement.
- Risks, Audit and Control Compliance: Process Risks are proactively managed without any delays. Any observations of Internal and External audit to be addressed within the stipulated time.
- Service Reporting: Define KPIs and work with MIS team to produce interactive
- dashboards and presentations for different stakeholders including senior executives. Drive improvements based on KPIs.
- Team Management: Provide team clarity about their deliverables, identify their
- development needs, and do regular check-ins. Ensure compliance of mandatory
- learning and annual leave.
- Coordinating and prioritizing work as per the business criticality and completing
- assigned tasks within the timelines.
- Perform analysis to proactively identify the issues and take necessary actions to fix it.
- Identify the Gaps, prepare Service Improvement plans with measurable outcomes and work with SMEs to close it and to improve the overall experience.
- Identify the areas of redundant manual effort and work towards automating it. Support the team's objectives and prepare periodical management reports
Operating Environment, Framework and Boundaries, Working Relationships
- The role is challenged continuously by fast-paced working environment, meeting the changing demands of our stakeholders.
- The role requires the person to operate independently with minimal supervision.
- The person in this role interacts with technology, CXCG, OPS, CPD, Audit, ISG, Risk, HR, and Finance teams. Effective stakeholder's engagement is key to success in this role.
- Enhance collaboration and coordination with support functions like CPD, Audit, HR, Risk Management, and Information Security.
Problem Solving
- 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.
Knowledge, Skills and Experience
- The incumbent should be self-driven with 14+ 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.
