Information Technology Production Manager
1 month ago
As a key member of the Global Banking Technology & Operations (GBTO) team, you will play a vital role in delivering 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.
Key Responsibilities- Develop and implement efficient methods for delivering IT services, ensuring the stability of production systems for the AMER region and establishing effective governance frameworks.
- Implement production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management.
- 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.
- 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.
- 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.
- 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.
- 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.
English is the primary language for this role, with the ability to communicate in French also being a requirement.
Benefits- 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.
- Variety of Employee Resource Groups (ERG) to engage with.
- Culture of continuous development by encouraging employees through various training programs.
- Hybrid work environment that offers employees the flexibility to work remotely, as well as on-site, in order to promote interaction and collaboration with colleagues while adhering to all SG standard protocols.
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