VP / AVP, IT Command Centre Manager, Investment & Trading Technology, Technology and Operations
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
The Risk and Vendor Management team is looking for an experienced IT Command Centre Manager to manage IT Technology Command Centre. This Command Centre acts as the department's focal point for Incident and Problem Management. The team will also focus on the needs of the users and transform the overall user experience as well as IT incidents into joyful journeys. The manager also manages the BCM (Business Continuity Management) for the department.
The team actively monitors and manages the incidents and issues for the applications supported by the department. The IT Command Centre Manager works with application support teams to ensure high-level of application availability and performance by preventing incidents through proactive monitoring and incidents correlation. The scope covers Treasury and Market (and supporting units) technology systems. Responsibilities
Transform User Experience on IT incidents into Joyful journeys
Serve as single contact point for users on IT incidents (24x7) and IT issues. Gather and process relevant information at point of incident and perform quick assessment of the impact. Provide timely and informative updates to management, stakeholders and users until incident closure. Manage coordination with Problem Management, ITT Mgt, stakeholders and users. Ensure detailed documentations on all incidents, issues, controls and the responses. Act as department focal point for Incident and Problem Management. Understand and track outstanding actions for incidents escalated to Command Centre till closure. Follow up on improvement plans. Provide monthly incidents/trends updates and management reports to stakeholders and users. Drive regular meetings with Business Units and Support Units on IT incidents and IT problems. Drive changes across department to improve on application availability and service targets.
Document department recovery plan and resources. Monitor current recovery plans and review them for enhancements. Train staff and managers on risk management and disaster recovery steps. Set up disaster recovery practices and trial runs. Create backup plans. Ensure IT resources follow best practices that protect them from natural disasters. Ensure timely escalation on disaster recovery issues. Requirements
At least 12 years of IT experience. Bachelor's Degree in Computer Science, Information Technology, related discipline or equivalent experience. At least 6 years of experience in a leadership role with direct reports and people management responsibilities Expertise on monitoring tools such as: TWS (Tivoli Work Scheduler), Dynatrace, ELK stack. Expertise on incident management tools: Jira ServiceDesk, iChamp 24x7 stand-by for emergency calls Communication skills: strong presentation/ communication / facilitation skills (oral and written). Intermediate understanding of IT system monitoring systems and event management processes to ensure command center teams are correlating data to useful information for decision making. Understand business workflow cross functions and ability to understand impact of incidents on system or business. Must possess decisive leadership, and the ability to exercise excellent judgment and decision-making skills in the heat of the moment. Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.