Information Technology Production Manager
2 months ago
Global Banking Technology & Operations (GBTO) delivers day-to-day services to Global Banking & Investor Solutions (GBIS) Business Units and their clients. With IT & Operations teams working side by side under the same leadership, the goal of GBTO is to meet the evolving needs of its clients and market requirements, as well as anticipate technological advances to accelerate and support the transformation of GBIS activities. p>
The Risk, Continuity, and IT Production team is responsible for developing efficient methods for delivering IT services. We create well-designed production processes, provide a catalog of best practices for the IT organization, and define clear responsibilities for service delivery. The team monitors production related KPIs and KRIs daily across the AMER region and handles regulatory inquiries.
- Ensuring the stability of production systems for the AMER region and establishing effective governance frameworks.
- Implementing production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management.
- Managing Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentages.
- Leading initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experience.
- Taking charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issues.
- Forming and overseeing working groups for large-scale projects that impact multiple business units or regions.
- Collaborating with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needs.
- Gathering and documenting business requirements using a structured process, challenging assumptions, identifying dependencies, and analyzing data to inform decision-making. You will also recommend solutions based on risks, costs, and benefits.
- Tracking progress and providing regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issues.
- Responding to impromptu user requests on Unity and managing assessments.
- Managing team priorities and organizing sprints to ensure the effective delivery of tasks.
- Leading the team by onboarding new members, providing ongoing training, conducting one-on-one meetings, performing progress reviews, and scheduling daily activities to ensure smooth operations.
Skills and Qualifications:
Must have:
- In-depth knowledge of ITIL and IT Service Management, with a proven ability to drive production practices, particularly Incident, Problem, Change, and Monitoring processes.
- Strong understanding of Agile principles, particularly as they relate to production environments, and the ability to lead production leagues.
- Ability to lead multiple initiatives simultaneously and handle Incident Management calls, with experience managing both applicative and infrastructure components.
- Solid understanding of KPIs and KRIs in production environments, and the ability to manage and track these for the AMER region.
- Good understanding of SLA and Service Level Management within the banking domain.
- Strong knowledge of CRM roles and responsibilities within the banking sector.
- Strong interpersonal and relationship-building skills, with the ability to work collaboratively across teams and regions.
Nice-to-have:
- ITIL Foundation certification.
- Experience as a product owner, business analyst, or project manager with an understanding of CTB (Change the Bank) or RTB (Run the Bank) deliveries.
- Familiarity with major SDLC approaches, particularly Agile methodologies.
Languages: English, French
Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.Supportive Maternity, paternity, parental and adoption leave policy.Health spending ($2,000/year) and personal spending ($1,000/year) accounts with 75+ eligible reimbursement categories (health, training, electronics, etc.).
Fully sponsored virtual healthcare assistance and Employee Assistance Program to you and your immediate family.
Various Employee Resource Groups (ERG) to engage with such as Pride and Allies, American Women Network, Black Leadership Network, One planet, etc.
A culture of continuous development by encouraging our employees through various training programs (online training and coaching platform such as Coursera, GoFluent, Pluralsight, First Finance, and others).
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