Job Description

Business Functions

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank\'s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

This position is for a Problem Management Team Lead within the enabling group, Enterprise Architecture & Site Reliability Engineering (EASRE) department.

This role is expected to strategically lead the conduct of incident retrospective/ problem management operations and in other SRE activities in general which pertains to maintenance management that includes availability, performance, change management, monitoring, capacity planning & also the solutions offered derived from emergency response.

The Team Lead manages the problem lifecycle - from the BIR kick off call upon incident ticket upgrade up to the closure of the preventive measures. He/ She is on point that the retrospective activities are orchestrated & carried out effectively while promoting the blameless culture in accordance to the SRE principles.

Responsibilities

• Mentor the team in the seamless facilitation & conduct of root cause analysis (RCA) activities from end to end
• Lead the facilitation for high-severity incidents liaising with top/ senior management and keeping the latter updated
• Prime focal point for presenting in the RCA Forum, Tech Risk Forum and other senior management meetings to report updates on retrospective findings & action plans
• Absorb new technology rapidly & apply effectively
• Communicate well with technical & non-technical colleagues
• Work to a high standard with agreed timescales.
• Undertake any other tasks or duties that are reasonable & requested by the supervisor or a member of the senior management team.
• Do resource management to ensure problem management activities are carried out in an effective and efficient manner.
• Provide available platforms and channels to ensure stakeholders are kept updated on results of retrospectives and RCA activities.
• Able to demonstrate authority in the problem management calls
• Point of contact for assigned incidents of higher severity (from incident retrospective calls all the way up to Management Report (MR) documentation and publishing
• Take accountability for initiatives on the enhancement activities related to SRE as a result of retrospectives
• Collaborates with Engineering Teams within EASRE and with LOBs on enabling activities as part of the preventive measures

Requirements

• Minimum 15 years of process improvement/ root cause analysis (RCA) exposure & involvement leading discussions as a problem manager or incident commander, preferably in the Technology & Operations space
• Min 10+ yrs of software development or technical support or operations experience .
• Exposure to Enterprise databases e.g Oracle, SQL server, Maria DB, MongoDB & Sybase.
• Knowledge in systems & multi-tier application & network troubleshooting
• Experience with load balancing principles.
• Essential knowledge & awareness of Public/Private/Hybrid cloud solutions.
• In depth understanding of Incident & Problem Management functions & activities (i.e. Hardware- & Software-related incident & problem management)
• Work with stakeholders & command centre in trouble shooting, escalating & solutioning critical site incidents.
• Identify recurring system/ application issues & work with cloud team, infra teams, product development, vendors & other stakeholders in investigating & resolving cause
• Maintain accurate documentation of incidents including impact details, timelines, steps taken for mitigation/resolution.
• Strong knowledge and experience in banking or financial institution domain.

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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