Job Description

We are 24 x 7 technology service management operation unit of the Bank. We are focused on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience.

We support several business groups and operation units with varied applications usage patterns that are built on multiple technology stacks. These services/applications are created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and on-prem data centers across our operational geographies in US, Europe, Middle East & Asia region.

As a Senior Manager in Service Management, in our fast-paced leadership team, you will be responsible for managing Incident and Problem ITIL processes. Take actions to identify opportunities to improve process controls and simplify process. You will track the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster resolution of the incidents. You will work with CXCG- Customer Experience, Command center and Service desk to identify the customers’ and employees’ issues proactively and drive improvements.

You will define process KPIs and develop MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends. You will drive effective problem management practices to address root cause and contributory causes of the incidents.

As a leader, coach, and mentor, you will provide your team with the objectives of department’s goals aligned to company’s strategic direction. You will also be providing necessary support to your team in achieving the targets and meeting their learning & development needs. This critical leadership role will directly report to Head of Incident Management

Key result Areas

• Incident Management: Effective management of 24X7 incident management. Continuous improvement of process controls and comms protocols of Incident
  Management, including Technology and Business updates. Take complete ownership of the Incidents from Start to End in recording, prioritizing, categorizing, Communicating, escalating, and driving the incident towards resolution. Take complete charge of the Major incident call and manage it skillfully. Take actions to proactively identify issues working with Command Center including the improvement of the monitoring. Improve Customer and Employee experience by proactively detecting service issues through CRM dashboards and Service tickets analysis, take prompt actions with relevant teams.
• Stakeholders Engagement / Management: Educate the Incident process and Problem Management to stakeholders. Establish feedback system to gather opportunities for improvement.
• Risks, Audit and Control Compliance: Process Risks are proactively managed without any delays. Any observations of Internal and External audit to be addressed within the stipulated time.
• Service Reporting: Define KPIs and work with MIS team to produce interactive
  dashboards and presentations for different stakeholders including senior executives. Drive improvements based on KPIs.
• Team Management: Provide team clarity about their deliverables, identify their
  development needs, and do regular check-ins. Ensure compliance of mandatory
  learning and annual leave.
• Coordinating and prioritizing work as per the business criticality and completing
  assigned tasks within the timelines.
• Perform analysis to proactively identify the issues and take necessary actions to fix it.
• Identify the Gaps, prepare Service Improvement plans with measurable outcomes and work with SMEs to close it and to improve the overall experience.
• Identify the areas of redundant manual effort and work towards automating it. Support the team’s objectives and prepare periodical management reports

Knowledge, Skills and Experience

• The incumbent should be self-driven with 12+ experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry.
• Understanding relevant industry standards and practices is desirable.
• Significant experience in leading support for large, complex, multi-functional environments.
• Prior meaningful technology and business/industry work experience including experience in Incident and Problem management. Experience in driving service improvements based on incident trends and themes.
• Knowledge & experience in Proactive incident management will be desirable.
• Demonstrable experience attracting, hiring, retaining, and leading top process and engineering talent.
• Experience with Scrum, Kanban, or other Agile development techniques would be desired (but not mandatory).
• Knowledge of financial industry standards and business practices.
• Ability to build positive relationships with own team, business, and technology partners.
• Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS) and function (FaaS) service offerings.
• Experience in establishing Management Information System and defining KPIs.
• The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.