Assistant Vice President

Assistant Vice President

Description:

We are seeking a highly motivated and experienced Technology Manager to join our dynamic team. The ideal candidate will possess strong leadership skills, extensive knowledge of handling production support team, and a proven track record of successful engagement with the relevant stakeholders. As an AVP, you will be responsible for leading Production Support teams and successfully deliver technology service to the client within the agreed SLA and fulfil KPIs.

Job Responsibilities:

• Team Leadership and Management:

o Oversee the day-to-day operations of the L2 and L3 Support teams, ensuring timely and effective resolution of incidents and issues.

o Build and lead a high-performing team by recruiting, mentoring, and developing talent within the team.

o Set clear goals, performance standards, and KPIs for team members and conduct regular performance reviews.

• Incident and Problem Management:

o Act as an escalation point for high-priority incidents and collaborate with stakeholders to ensure quick and effective resolution.

o Coordinate root cause analysis (RCA) and implement long-term solutions to prevent recurring issues.

o Drive adherence to ITIL best practices for incident, problem, and change management.

o Experience in managing system outages and follow-up actions from an Operations perspective.

• Operational Excellence:

o Monitor and Track service-level agreements (SLAs) and ensure compliance with agreed-upon metrics.

o Develop and maintain operational dashboards, reporting key metrics to senior leadership.

o Identify areas for process improvement and automation to enhance system reliability and efficiency.

• Collaboration and Communication:

o Liaise with the Client Infrastructure, and Business teams to ensure alignment and effective communication.

o Participate in release planning and ensure the smooth transition of new features or applications into production.

o Foster a culture of collaboration and proactive problem-solving across the organization.

• Technical Oversight:

o Provide guidance on complex technical issues, ensuring that L3 teams have the resources and expertise needed to resolve escalations.

o Stay updated on emerging technologies and recommend solutions to improve system performance and scalability.

o Ensure proper documentation, including knowledge bases, runbooks, and technical guides, to enhance team efficiency.

• Risk and Compliance Management:

o Proactively identify and mitigate risks related to system availability, security, and performance.

o Ensure compliance with client and internal policies.

o Support audit and regulatory requirements by providing necessary documentation and reports.

• Client Engagement:

o Manage escalations and assure to address priority issues of client and management within stipulated time

o Represents daily and weekly governance calls to provide status update to the client’s governance team.

o Understands the need of management and client expectation and translates those into business strategy and propose solution.

• People Management

o Empowers, manages, coaches and mentors direct reports and others in the organisation o Actively communicates and cascades the strategy, plans and values at all levels in the organisation driving a high performance culture, enabling effective navigation of the organisation, and supporting efficient decision making

o Drives the achievement of high performance through effective career management of direct reports, providing equitable opportunities, supporting succession planning and talent management processes to ensure continuous development of people capability & delivery of results

o Acts as a management role model, communicating SMART business driven objectives at the beginning of the year, ensuring every team member has regular, continuous and constructive performance reviews, encouraging career development, nurturing talent and fostering diversity

o Proactively manages tough people decisions to ensure people performance is aligned with organisation imperatives and needs. Addresses individual performance issues, where necessary, to drive for high performance

Key Skill:

• Strong understanding of Production Support for Investment Bank products

• Excellent organizational, communication, and interpersonal skills.

• Proficiency in Servicenow, Database, Unix, SmartStream TLM, ETL, AWS.

• Ability to manage multiple Incidents simultaneously and work under strict SLAs.

• Strong problem-solving and decision-making skills.

Qualifications:

• Bachelor Degree or above of any discipline from an accredited college or university (or equivalent)

• Domain/Technical certification in investment banking is good to have

• ITIL certification is good to have

• AWS certification is good to have

Experience:

•12+ years of experience in Production Support, with at least 3 years in a Management Role.

• Proven track record of successfully managing and delivering KPIs for Level2 and Level 3 teams.