12 years of experience in production support with 5 years in leading production support team including people management
Strategic thinking planning and ensuring alignment with organizational objectives Ability to drive process improvements and innovation
Able to work with high level of autonomy make decisions independently and provide direction to the function
Strong leadership and team management skills including people performance management with a proven track record of leading highperforming geographically dispersed teams
Conduct root cause analysis for major incidents and ensure followup actions are completed and define processes to prevent recurring issues
Robust knowledge of ITSM Incident Problem Change processes and tools
Strong written and verbal communication skills in English with the ability to translate complex technical information into an engaging and understandable format for customers and business leaders
Datadriven decisionmaking capability Able to use operational metrics service telemetry and trend analysis to prioritise work assess risk measure outcomes and drive continuous improvement eg SLAOLA performance MTTR incident recurrence change failure rate capacity trends
A strong level of IT literacy including a broad knowledge of IT infrastructure operating systems databases networking security
Desirable
Understanding of MFT Products like IBM Sterling B2B Integrator Sterling File Gateway IBM Sterling ConnectDirect etc
Good knowledge of file transfer protocols SFTP FTPS AS2 HTTPS etc and encryption standards PGP TLS and awareness of Databases Networks etc
Experience building and using service dashboardsanalytics eg Splunk dashboards KPI packs operational scorecards to support stakeholder reporting and decisionmaking
Certified ITIL Foundation or higher
Experience in bankingfinancial services or large enterprise environments