Desired Skills and Experience

  • Ensures monitoring alerts and system events are assessed, prioritized, and
  • managed
  • Manages client impacting incidents including business impact assessment,
  • technical resolutions, engagement, and communications
  • Complies with organization standards, regulations, and requirements
  • Implements and follows organization incident, problem, and change management
  • processes.
  • Performs 1st and 2nd level support for assigned applications
  • Ensures potential client impacting incidents are identified and remediated prior to client
  • impact or remediated as soon as possible after issues arise.
  • Builds and maintains strong relationships with technology teams and business partners to
  • identify process improvement opportunities
  • Collaborates with technology teams and business partners to understand application
  • functions and related downstream processing components
  • Drives continuous improvement of services and processes in order to increase platform
  • stability and improved operational efficiencies
  • Participates with post incident reviews for client impacting incidents
  • Identifies post incident review action items and process improvement opportunities
  • Works with Change Management/ Release Managers on the evaluation of change events
  • Runs technical bridges and/or management bridges, as required and leverages experience
  • and organizational knowledge to reduce MTTR (Mean Time to Recover)
  • Supports Disaster Recovery Tests
  • Aligns with business strategies, goals, and objectives
  • Assists in translating business requirements into proposed IT services & solutions
  • Develops and distributes performance metrics for core services
  • Designs & implements customer satisfaction surveys and measurements as assigned
  • Develops and maintains process and procedure documentation (knowledge management)
  • Collaborates with technology and business partners to continuously identify proactive
  • monitoring and health check opportunities
  • Assures Operations Run Book is up to date
  • Manages and mentors technical staff(onshore and offshore) – including reviews, performance plans and resource loading
  • Coordination with onshore and offshore teams
  • Excellent prioritization, organizational and time management skills
  • Understanding of business process reengineering and business modeling concepts,  
  • business systems development and analysis
  • Solid experience in documenting requirements and technical specifications
  • Excellent oral and written communication skills
  • Influence and negotiation skills
  • A strong application development background
  • Proven experience designing and implementing proactive systems monitoring and health checks
  • Incident management skills and experience
  • Knowledge (documentation) management experience
  • Experience of change management process in a large corporation
  • Experience managing technical bridges and guiding problems to resolution
  • Ability to influence and lead technical conversations with varied IT support groups
  • Ability to coach and mentor employees and contractors
  • Knowledge of Incident, Problem and Change Management processes and tools
  • Able to make trusted and unbiased judgments even under controversial circumstances
  • Ability to align IT service offerings with business strategies, goals, and objectives
  • Ability to influence key business stakeholders on IT agenda, goals, and objectives
  • Ability to translate business requirements into proposed IT services & solutions
  • Experience developing and implementing performance metrics
  • Proven analysis, data management and reporting skills
  • Solid project management skills, especially in a cross-functional environment
  • IT process design & implementation skills and experience
  • Ability to forecast IT Services based on business requirements and demand
  • Strong technical documentation skills
  • Experience with mainframe data manipulation utilities (ie, FileAid, EZTRIEVE).
  • Experience with NDM and FTP secure transmission protocols.
  • Advanced knowledge of computing systems, systems development practices, support and troubleshooting

  • Experience using mainframe languages, tools & facilities: JCL, Changeman, Zeke, VSAM, Cobol, CICS, DB2, Ca7, Eztrieve, Endevor, Fileaid, and other TSO utilities

  • Bachelors degree or equivalent
  • Banking and Treasury experience (preferred)
  • 5-10 years of IT experience with background in application development and/or production support operational experience