IT Production Manager
2 weeks ago
About the Role
Global Banking Technology & Operations (GBTO) is responsible for delivering day-to-day services to Global Banking & Investor Solutions (GBIS) Business Units and their clients. The team is at the heart of the technological and operational challenge, creating efficient methods for delivering IT services and developing well-designed production processes.
Key Responsibilities
- Ensure the stability of production systems for the AMER region and establish effective governance frameworks.
- Implement production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management.
- Provide ongoing support to the AMER region for the ITSM tool SMAXX and serve as the Single Point of Contact (SPOC) for global coordination.
- Manage Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentages.
- Lead initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experience.
- Take charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issues.
Requirements
- Strong knowledge of ITIL and IT Service Management, with a proven ability to drive production practices, particularly Incident, Problem, Change, and Monitoring processes.
- Excellent interpersonal and relationship-building skills, with the ability to work collaboratively across teams and regions.
- Self-motivated, dynamic, and results-oriented, with strong analytical skills to drive continuous improvement.
Working at Société Générale
We offer a competitive compensation & benefits package, including but not limited to: minimum of 20 Vacation days + 4 personal days, Supportive Maternity, paternity, parental and adoption leave policy, Health spending ($2,000/year) and personal spending ($1,000/year) accounts, Fully sponsored virtual healthcare assistance and Employee Assistance Program to you and your immediate family.
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