Main Responsibilities
Candidate is expected to be a source of proposals and execution for improving the Run/ITSM practices of the support teams and quality management. The candidate is not expected to perform IT support activities, but he/she should have or should be able to acquire sufficient knowledge to fully understand the operational problems of IT support.
- Streamlining ITSM processes (Incident Management, Request Management, Problem Management, Change Management..) and practices across all teams
- Drafting & Reinforcing Best Practices to teams globally. Ensure the practices are Properly documented in knowledge base, shared and applied consistently across teams globally
- Drive and Animate Run Governance meetings with Purpose & Impact
- Creating, Analyzing & Reporting KPI's on Production Quality and other Run Metrics
- Production monitoring and improvement for all Capital Markets IT support teams
- Development and monitoring of internal team tools (specially for Reporting)
- In charge of coordinating Major Incidents/Crisis impacting several teams
- Monitoring and Coordinating business continuity plan (BCP) by:
- Being the Disaster Manager for CMI (DR contact)
- Coordinate and participate in DRP's 3-4 times a year
- Lead Change management in production by organizing CAB meetings
- Management of emergency changes
- Reporting of Changes for all teams
- Improving the processes to ensure deliveries don't lead to incidents
- Knowledge management by managing the repository of our Confluence-based documentation
- Monitoring the quality of production by:
- Data quality management of activities (incidents, requests, problems, changes)
- Reporting on support activities
- The presentation of this data at different management levels
- Responsible for continuous improvement, he/she is responsible for:
- Definition of maturity matrices on production activity
- Assessment of how operational teams operate
- Monitoring of cross-functional projects impacting support activities - he/she is required to coordinate cross-functional projects: organizational and technical
Qualifications and Profile
The successful candidate should have:
- Master or Bachelor's degree in Computer Science/ Information Technology/ Programming & Systems Analysis/ Science (Computer Studies) faculties.
- Between 2 to 5 years of experience
- At least 2 years of Run Quality experience
- ITIL Advanced Level Certification
Technical
- Microsoft Excel (Advanced)
- Microsoft PowerPoint
- Power B.I/ Tableau
- Microsoft Excel (Macro)
- JIRA (Ticketing tool)
- Confluence
Nice to Have
- SQL
- Python
- Exposure to Capital Markets applications
Other Professional Skills and Mindset
- Significant theoretical and practical experience in IT support processes (ITIL).
- Significant experience in IT support activities in the capital markets environment
- Good Project Management Skills for transversal and cross functional initiatives
- Ability to communicate (excellent communication skills) and influence cross functional teams without direct reporting/authority
- Analytical Thinking - Ability to interpret data, identify patterns and suggest actionable improvements
- Ability to work with many contributors including management stakeholders
- Rigorous and methodical with a great capacity for adaptation and management of priorities
- Being a force for proposals on current solutions / processes / organization - Proactive and Self Starter.
If interested, you can click on Apply here or write an e-mail to [Confidential Information] with your updated resume.
NOTE: - Only shortlisted candidates will be contacted back.
Saru Mehrotra
EA License No.91C2918
Personnel Registration No. R22108558
