Description

Skills Required: "10+ years of IT experience with strong experience in Service Delivery Management, Application/Production Support, Infrastructure or Technology Operations. Proven ownership of end-to-end service delivery for business-critical applications/services in an enterprise environment. Strong knowledge of ITIL/ITSM processes including Incident, Major Incident, Problem, Change, Request, Release and Service Level Management. Demonstrated experience managing SLA, KPI, availability, reliability, performance, capacity and operational risk metrics. Strong Major Incident Management skills, including command-center/war-room leadership, stakeholder communication, escalation and restoration tracking. Experience driving Root Cause Analysis (RCA), corrective/preventive actions and reduction of recurring incidents. Strong stakeholder and customer management skills with ability to communicate service health, risks, dependencies and recovery plans to senior leadership. Experience managing onsite/offshore delivery teams and coordinating across application, infrastructure, SRE, engineering, security, network, database and vendor teams. Working knowledge of ServiceNow/JIRA/Confluence and monitoring/observability tools such as Splunk, Dynatrace, Grafana, Kibana, AppDynamics or equivalent. Understanding of Agile/DevOps, CI/CD, cloud platforms and modern production support/SRE practices. Experience with service transition, operational readiness, production releases, change governance and post-production stabilization. Ability to analyze service trends and metrics, identify improvement opportunities and drive automation, standardization and continual service improvement. Excellent leadership, communication, problem-solving, negotiation and executive reporting skills. Financial services / banking / payments domain experience is preferred

Key Skills

Education

Bachelor's degree