Director - Infrastructure Engineering - Digital Banking Domain - IT

Position: Director - Infrastructure Engineering (Digital Banking) (Leading MNC IT Company)

Role:

- Accountable for the 24x7 Tier 1 Incident Response Team (IRT) supporting multiple digital channel entry points for Digital Banking Platforms

- Lead a global matrixed team of managers, leads and associate engineers is using AI technology to restore service, using escalation to Tier 2 as a last resort on in instances of complex or issues with major scope of impact

- Requires experience in a matrixed support environment working with infrastructure engineering, network engineering, incident management, cyber security and multiple Tier 2 and Tier 3 support organizations

- Ability to discover existing documentation across multiple complex business lines in a large organization with a history of multiple merger and acquisitions and multiple support processes

- Experience in using managers and leads to transfer the disparate knowledge repositories into a single system and build a training program for a global 24x7 staff

- Knowledge of the process to migrate business processes from a ticket based work queue into a single observability platform/artificial intelligence technology to collaborate in situational response to events vs. disparate work streams

- Experience in transformation of siloed work streams of similar technologies into a single work flow using technology and automation to restore service with skilled associates vs. dedicated technology support engineers

- Ability to problem solve transition and transformation complexity autonomously with little direction. Interactions can involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization

- Experience in leading managers and leads with a focus on developing capabilities and driving improvements in the business

- Participates in establishing department/functional strategic plans and objectives

- Experienced in a scope that will include Domestic and International responsibility

- Achieves goals and deliverables through management of multiple projects, programs, associates and vendors

- Participates in development of methods, techniques and evaluation criteria for projects, programs, and people

- Demonstrated experience in project and people management skills

- Full responsibility for managing resources for area of expertise

- Communicates internally and externally to all levels of management, agencies and customers

- Responsible for staffing and managing performance for a team

Requirements:

- 15+ years of relevant experience

- Demonstrated leadership in transitioning a team to new ticketing, monitoring and support technology

- Prior experience of Support of OnLine Banking

- Support of Mobile applications, both Apple and Android

- Skilled in using ServiceNow and associated reporting

- Experience with using Splunk

- Knowledgeable on using the following tools or equivalent technology

- MoogSoft or an artificial intelligence (AI) observability platform

- AppDynamics application performance monitoring

- Dynatrace application performance monitoring

- Foglight database performance monitoring

- ExtraHop network interaction/detection monitoring

Location: Pune/ Chennai

This position is for a Client of Vertex Corporate Services which is a Leading MNC IT Company