Systems Operations Manager

In this role, you will:

• Manage a systems operations team of analysts that monitor installed systems and infrastructure
• Engage stakeholders and internal partners associated with the systems operations functional area
• Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks
• Make decisions and resolve issues regarding operating systems, application software, and system management tools to meet business objectives
• Interpret and develop policies and procedures, and understand compliance and risk management requirements for supported system area
• Collaborate and consult with analysts, Information Technology personnel, or vendors
• Manage mid to highly experienced analysts
• Manage allocation of people and financial resources for Systems Operations
• Mentor and guide talent development of direct reports and assist in hiring

Required Qualifications:

• 4+ years of Systems Engineering, and Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

Job Expectation

• Responsible for leading Level 2 Platform support for Reconciliation/Securities processing and Regulatory reporting function, supporting applications and overnight batches. Teams responsibility includes application & Production support - Incident & Problem Management, User Support, Observability, Toil reduction, Release & Deployment Management, Defect replication, non-prod support, automations/improvements. Must have solid experience in managing L2 production support teams with focus on reduce supportability using various levers Monitoring & Alerting Tools, scripting, application defect reduction, Effective Incident & Problem reviews and documentation. Must be aware of Incident, Problem, Change management and Release & deployment management process along with ITIL Standards.

• The role provides management direction to the other stakeholders in context of application platform support and provides inputs to the senior management for business/technology/talent/operational strategies.
• Lead critical incidents recovery in a timely fashion to minimize if not eliminate customer impact and communicate the progress of the same to the senior leadership team as appropriate.
• Deliver day-to-day application production support services for international suite of applications catering operations in APAC, EMEA and NAM locations.
• Able to guide team towards daily administration and support of these applications technically.
• Sound knowledge in IT Service Management, ITIL, Incident, Problem, Change, Release Management & Service transformations.
• Responsible for understanding the application and work towards creation of SLA and BCP plans.
• Strong problem-solving skills and be able to apply creativity to improve processes.
• Help to deliver timely, accurate and actionable business information
• Streamlining support by identifying areas for improvement within both the team and applications
• Ability to understand and escalate issues efficiently and appropriately.
• Ability to lead multiple application support groups supporting critical payment/Regulatory applications that are running 24x7
• Identify system bottlenecks and opportunities for process improvements
• To be able to lead cross application support programs, which will help teams overcome bandwidth challenges and focus more on engineering activities
• Contribute towards application stability, identify incident patterns, and report vulnerability in production environment.
• Champion continuous improvement work across Technology & Infrastructure teams to drive stability, Resiliency, Client delight and operational excellence.
• Identify and implement service delivery improvements through automation.
• Ability to lead team and lead projects/initiatives with high risk and complexity
• Provide technical assistance/solutions to the teams in access related issues that encounter when working on cross applications support

Additional Required Qualifications:

• Experience including application support, development and deployment in Banking industry.
• Should have at least 6+ years of experience in managing the Application support for multiple business critical applications.
• Keep abreast with new technologies and tools and providing recommendations for process improvements
• Good understanding of payment flows, Reconciliation and Regulatory reporting
• Must have clear understanding of OLA's and SLAs with respect to payments and currency cut-off's
• Must have knowledge of relational databases Oracle, SQL Server.
• Must have attention to detail, a commitment to Quality and be business focused.
• Excellent presentation skills, including ability to engage with leadership at all levels of and organization
• Strong presentation and training skills.
• Hands on experience using monitoring tools like ITRS, Splunk, AppDynamics, Netcool, APM or equivalent tool is preferred
• Must be able to work in a fast-paced environment and have strong time management skills.
• Strong hands-on experience in Production support in a financial services company.
• Understanding current challenges and being able to prioritize initiatives to improve operational support