IT Production Manager
1 month ago
About the Role:
As an IT Production Manager in Global Banking Technology & Operations, you will play a crucial role in delivering day-to-day services to our Global Banking & Investor Solutions Business Units and their clients. With a focus on meeting the evolving needs of our clients and market requirements, you will work closely with IT & Operations teams to develop efficient methods for delivering IT services.
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.
- Form and oversee working groups for large-scale projects that impact multiple business units or regions.
- Collaborate with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needs.
- Gather and document business requirements using a structured process, challenging assumptions, identifying dependencies, and analyzing data to inform decision-making.
- Work closely with developers to clarify business needs and ensure that the development process meets these requirements.
- Track progress and provide regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issues.
- Respond to impromptu user requests on Unity and manage assessments.
- Coach and mentor less experienced team members, fostering a culture of growth and innovation within the team.
- Manage team priorities and organize sprints to ensure the effective delivery of tasks.
- Lead 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:
- 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 knowledge of SMAX and the capability to support the AMER region effectively.
- 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.
- Self-motivated, dynamic, and results-oriented, with strong analytical skills to drive continuous improvement.
- Excellent oral and written communication skills, with a rigorous, structured, and detail-oriented approach.
- Fast learning capacity and ability to make well-informed decisions quickly in a dynamic environment.
Language: 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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