IT Production Manager
2 weeks ago
The ideal candidate for this role will have extensive knowledge of ITIL and IT Service Management principles, with a proven track record of driving production practices, particularly Incident, Problem, Change, and Monitoring processes.
About the Job:
Global Banking Technology & Operations (GBTO) is a critical function that delivers day-to-day services to Global Banking & Investor Solutions (GBIS) Business Units and their clients. As a Production Operations Manager, you will work closely with IT and Operations teams to develop efficient methods for delivering IT services, creating well-designed production processes, and providing a catalog of best practices for the IT organization.
Key Responsibilities:
- 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.
- Working closely with developers to clarify business needs and ensure that the development process meets these requirements.
- 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.
Requirements:
- 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.
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.
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