About The Team

The Delivery and Production Support (DPS) Lead is a critical role responsible for overseeing the day-to-day operations of the DPS team, managing the end-to-end IT incident and problem management lifecycle, safeguarding system access across the Bank's critical applications and activating. The DPS Lead acts as the central point of escalation, bridges the communication between issue reporters and technical stakeholders, and ensures the continuous tracking of Service Level Agreements (SLAs). Additionally, the Lead manages team shifts, drives operational continuous improvement, oversees customer-facing downtime communications, and handles critical management reporting.

Job Description

Act as primary point of contact for the DPS team regarding any ad-hoc information or live issues, assessing and triaging tasks before assigning them to members or handling them directly.
Lead the incident management lifecycle, ensuring accurate ticket movement, status updates, and timely escalation to the Incident Management Team (IMT) for severe incidents.
Draft and maintain comprehensive Root Cause Analysis (RCA) documentation for critical incidents, including coordinating with relevant stakeholders, stipulated SLAs.
Prepare and finalize the management reporting presentation slides detailing critical incidents and action plans.
Own and execute the Privileged Activities to ensure compliance with internal security audits.
Serve as the primary checker and approver for User Access Management (UAM) requests— not limited to user creation, editing, and offboarding—across critical banking portals.
Lead and manage team members, including arrangement of Shift Plan to ensure proper operational coverage.
Lead the Regional Production Support (PS) Meetings to sync on cross-regional incidents, issues, and best practices.

Requirements

Bachelor's Degree in Information Systems, Computer Science or IT equivalent
Minimum 3 years of experience in Production Support, System Analyst, or IT Project Management
Strong understanding of IT Incident and Problem Management frameworks, including severity assessments and RCA methodologies.
Experience with User Access Management (UAM) processes.
Excellent communications, leadership and reporting skills.
Good stakeholder management and effective communication skills to engage & influence across all levels.
Ability to handle high-pressure environments, such as coordinating responses to severe system malfunctions or unscheduled downtime.

IT Delivery and Production Support Lead, MariBank

Operational Excellence (Governance) - MariBank