We are currently assisting a Premier Bank's Global in-house Captive to fulfil the position of Head of Infrastructure Services and Operations. This is a role based out of Chennai and offers the incumbent a great deal of visibility & opportunity within the global construct to showcase their capability.

Job Title: Head Infrastructure Services and Operations (ISO)

Job Description:

- Manage a large team of 700+ resources with cross functional technical expertise to delivery scalable and cost-effective technology solution and support for enabling business

- Location Head for Infrastructure Services and Operations - Chennai

The Key responsibilities are:

Infrastructure Services And Operations - Chennai

- Build deep, fungible pools of Infra technical expertise in Chennai and make the resources available to all areas of the bank widely supporting Support, Operations, Engineering, Projects, User Support. These include the Midrange - Unix, Windows, WAS, DB Administration, Workspace, Network, Global Resolution Desk - Infra & App, and Risk and Control teams

- Build resource demand and supply management model and ensure resources are effectively deployed and fully utilized in ISO Chennai

- Through fungibility deliver the saves across Technology and Support teams by domain and identify further areas of improvement and efficiencies for ISO Chennai

- Use the pooling of resources in Chennai, then drive standards and commoditisation of the stack along with Functional managers.

- Create common engineering and tooling process for all the stacks along with Functional Managers.

- Ensure constant engagement with Functional Managers especially for Support Issues, P3 Cycle, Recruitment and Tech Training.

- Establish productivity and performance metrics to measure performance and put in place plans to improve metrics scores.

- Ensure objectives are in line with banks collective agenda and Group Technology Common Objectives.

ISO Chennai - Location Responsibility:

Deliver many of the benefits found in the larger hubs to the technology staff in Chennai. This includes:

- Ensure implementation of Global technology communications and engagements plans in ISO Chennai

- Ensure a leadership role in Governance team in Chennai Technology for Infrastructure Services and Operations

- Run regular town halls with Infrastructure Services and Operations staff

- Run engagement with Local HR, Resourcing HR, Training Unit, RM Unit and ensure that they know ISO requirements and priorities in the Unit.

- Build deep relationships with the local universities to create future pipelines of technical and managerial talent.

- Build resourcing plans with major Chennai based IT Vendors.

- Ensure completion of Manager's access reviews across ISO and that only required access is provided to staff accordingly.

- Represent ISO in Global Leadership team, Technology Ex Co, Local FORC Meetings

- Manage visitors from Countries including CTO, CIO in presenting on Chennai operations, Business strategies and good stories.

- Manage Team Job objective via PeopleSoft portal for all scope staff, and ensure right feedback tracking, Promotions, Ratings and completion of Interim P3 and final P3 process.

- Manage Talent Classification during Interim P3 process and have a well defined engagement with HIPO's.

- Review and approve all travel requests raised by ISO staff for business travels within / outside India ensuring that all travels are meeting the guidelines and is well within the budgeted limits.

- Run ISO Chennai Management meetings to update Leadership team on Location Management updates. Get Project and BAU updates from the leads and also discuss on upcoming events to help in planning business needs.

- Ensure Mandatory e-learning completion, Block Leave bookings, Leave utilization, External mail access restriction and other risk and compliance parameters of the Bank are in order within the team

- Ensure that the Quarterly, Half yearly and Annual KCSA is compliant for ISO

- Support location Audits providing inputs to both group auditors and Internal/ External auditors.

- Ensure Business Process Management, Project Management and Functional Coordination activities are running smoothly

- Ensure support & Procurement to all Material and Equipment requirements ISO with in ISO Chennai and approving of claims from all members of the team

- Encourage and grow participation in community programmes with Chennai Technology Governance team and commit to participate in at least two community programs.

- Ensure ISO remains GREEN in the Chennai Technology Dash board by governing the various Dash board KPI's like

- Finance - Billable Chargeability, Travel cost, SOW Capping, Travel Variance, Seat Utilization ratio

- People - Attrition, New joiner Attrition, Leave booked

- Resourcing - Unallocated resource, Forecasting Demand, Vendor resource Interview

- Risk - E-Learning, MAR Compliance

- Infrastructure - HC/Asset ratio, Exit Clearance, Missing Asset

Infrastructure Services And Operations - Resource Management:

- Review and ensure all the Employee Recruitment requests (eRRF) that have been raised for replacement and new resources have a valid SOW / Funding and approvals from Finance and HR. Approve the same for processing to further location level approvals.

- Ensure that recruitment needs of business are fulfilled seamlessly.

- Interview for Senior Management Positions in Chennai location. Finalize and close about 125 FTE positions in a year, Involve in Final Interview discussions for H Grade and above, Provide Interview Assessment Form for shortlisted candidates, Conduct walk in to fill open positions, Fix and Negotiate salary for senior resources and also approve Vendor Resource billing.

- Ensure appropriate training needs of the staff are provided to enhance their technical skill sets and soft skill developments. Govern the training tracker to ensure that all trainings are within the allocated budget

- Ensure Niche skill sets existing in the teams are de-niched within a year by providing trainings and knowledge transfer programs to help descend the same skills are among existing staff

- Plan and Forecast Headcount that are projected by teams for the next financial year and take them forward to ISO Finance / HR for approvals.

- Ensure that at any point of time the total HC in ISO Chennai Location is well within the limits of approved HC.

- Manage Resource Exits in ISO, working closely with HR team on negotiations and exit of performance and compliance cases

- Oversee Employee Engagement activities like :

- RALPH: An initiative that helps to promote proactive behaviour and knowledge sharing in the organization. ISO is topping in Technology till Nov 2014 (expecting final results)

- Service Collaboration: Service culture Index is being calculated across Technology based on the below factors, ISO is topping in Technology till Nov 2014 (expecting final results)

- E-learning - Identified 25 e-learnings at the beginning of the program, had sent them to teams and the teams chose the ones that would benefit the applications that they are supporting - Team wise Completion to be tracked.

- EYC- Engage Your Customer - EYC, an easy platform for engagement between the internal Technology teams, to discuss Top 2 Areas of improvement on their service and track actions

- RPC - Right Partner Card - It is aimed to grow the culture of appreciation and through an instant appreciation by giving a Card and register the same in a sharepoint link for the WOW service provided

- Colloquium : Technical Training session for ISO Staff

- Leadership Development Program : Leadership development sessions to prepare future leaders specific to ISO Chennai ELT

- Top gun Engagement: 19 Top guns have joined ISO last year. They will engage with ISO LT on a monthly basis. Every Top gun will be certified on relevant area and their Certifications will be tracked to completion before June 2015

Infrastructure Services And Operations - Support To Business Units:

Engage with Group Function, Core Banking, Whole Sale Banking and GTM Business and Systems Development Group to build a fit for purpose infrastructure and organization to meet business goals.

The key activities are:

- Manage and deliver a fit for purpose infrastructure service to the above mentioned business.

- Deliver innovative technology infrastructure solutions and support operations that meet the Business requirements.

- Build an infrastructure organization to support the business, with the right level of skills, management capability and engagement with the business.

- Setup of a metrics to measure productivity and performance of team and use metrics to drive down outages and improve resilience of above mentioned Business infrastructure

- Continual review of Projects from the mentioned Business Units, ensure implementation of standardization model and review on Support Feedback

- To act as final point of contact for escalations related to RMS, Projects, BAU Support, and any things related to Infrastructure.

- Manage SLAs and OLAs between infrastructure groups and the business and SD.

- Deliver Technology services within agreed financial targets and budget

- Ensure exclusive engagement with PSS teams and chair the monthly meetings

- Ensure exclusive engagement with TSD Application teams.

Infrastructure Services And Operations - Financial Management:

- Achieved target to a 12-15% Margin with the right management of the budgets.

- Regular review (and action) on the supply-and-demand worksheet plus Clarity system.

- Engage local Finance team in Chennai plus GTOF to track and ensure proper financial compliance for the team.

- Proactive engagement of ISO projects in Chennai to mitigate no funding in ISO, as well as proactive D&S forecasting.

- Manage the Unit Financials to Target (not including Travel) with favourable Performance Variance.

- Support the new overall ISO finance function and ensure we manage rightly with in budgets and with well established

- Ensure that all ISO resources in Chennai are fully charged minimum 220 days/annum.

- Ensure to monitor all SOW for ISO BAU resources, Governance Team and Engineering Team are Done and Tracked with wWise tool and also create SOW\Project ID\Sub Project

- Ensure that all resources enter their timesheets into Clarity before the monthly cut-off dates as per Zero Tolerance

Global Resolution Desk:

- Provide organizational leadership to build and run various technology operations areas of - Infrastructure, Application, Data Centre and Network. Run and Govern Global Resolution Desk (GRD) comprising of Chennai and KL hubs.

GRD APPS Management:

- To lead and manage the day-to-day operations of Resolution Desk which provides L1 support for all technology domains inclusive of Database, Networks, workspace, Platforms (Unix, windows), Middleware (Websphere, Jboss). Lead GRD Team to enhance our Infrastructure Support and help to run the bank capability covering the group business and to deliver requirements in an environment with a high Success rate of growth

- Establish strategy and roadmap for technology initiations to achieve a Virtualised Global Resolution Desk across hubs.

- Rationalize Head count by means of Automation there by achieving:

- 50 % reduction of MTO from current baseline

- Elimination of Routine/NVA tasks by 75%

- 100% automation of all feasible manual activities

- Training initiatives by collaborating with PSS teams

- Mailbox monitoring activities reduction

- SIP Tracking and T24 automation

GRD Infra Management:

- Manage and Govern Splunk Services, Data Base L0 support, Request 2 Digitize, Network Voice and Data Activities and Work space transitions.

- Develop influential and trustworthy working relationships with other technology and business peers to communicate and achieve performance objectives aimed at reducing decision-making and implementation lead times.

- Ensure System capacity & performance related risks are identified, communicated, escalated and acted upon.

- Recommend appropriate level of instrumentation and thresholds set to facilitate monitoring.

Governance Of ISO Projects & Programs In Technology:

- Govern over all projects delivery of Infrastructure Solutions that support significant technology projects and programs to increase stability, support business growth for the bank.

- Ensure end-to-end delivery of infrastructure solutions in response to requests from their respective portfolio. This delivery should be achieved through the execution of high quality project management in accordance with the firm's infrastructure delivery lifecycle and project management methodology based on PMI philosophy.

- Govern Stakeholder management, and ensure that their requirements are understood and that Initiatives are taken to Plan and to deliver the agreed infrastructure solution, on time and to budget - Also ensure these are in accordance with the banks infrastructure delivery lifecycle process.

- Control and Execute delivery ensuring internal process, standards and risk compliance of the bank

- Facilitate discussion with regard to Engineering designs, ISD Teams, Project and Support teams

Governance Of Business Process (BPM), Project Management Office (PMO) And Functional Coordination (FC):

Project Governance:

- Ensure creation of New Project ID / Sub Project ID's for any new projects that commence in Chennai Location

- Review SOW's for New / Existing projects and approve the same in the eSOW portal for it to be endorsed by Finance

- Ensure all staff are allocate to Projects and the Demand and Supply of the team is maintained

- Ensure that Capping issue in any of the project, to be cleared off by raising appropriate SOW or approval mails from Project Managers.

Time sheet Governance:

- Ensure all project Staff time-sheet regularly to capture their efforts in Workwise system.

- Ensure the weekly and Monthly timesheets are closed without any exceptions

- These staff need to clock their time against correct project ID to which they are tagged to avoid any variance

- Resource Managers need to ensure that all their team members have a valid SOW on the tagged project to avoid capping issues in finance and funding

Reports Governance:

- Ensure all staff in ISO complete Mandatory e-learnings on time and that any exceptions are followed up to closure

- Ensure Block leave for entire ISO is planned well ahead and approved by the managers in the system

- Ensure that staff leave are planned and approved by the resource manger's in the system and are tracked in people soft

- Ensure all Managers review their staff access and approve the same to be MAR Compliant

- Ensure all Exit clearance exceptions are followed and brought to a logical closure,

Allowances and Reimbursement approvals:

- Review and approve staff allowance like On-Call, In Convenience, Buddy and Spot awards so that the same can be processed to payroll credit

- Ensure that Individual contributions / Exceptional performances of staff are nominated for ISO Chennai monthly award to appreciate and award the good work. Also approve their award money

- Review and approve staff reimbursements in terms of Mobile bills / Broad band bills / Team outing expenses etc

- Review and approve all e-procurement requests raised by Functional coordinators and VMO team

- Review and ensure ISO Chennai Monthly reports are submitted in Chennai Technology portal every month within given time line

- Review and send monthly location updates to Alvaro and SG LT

- Review and Ensure that both the Chennai Technology Dash board and ISO Chennai Dash board is compliant to all KPIs

- Ensure ISO Pack is kept updated and ready for all presentations.

- Ensure Assets, Infrastructure and seating arrangements to staff are provided on time without any delay

- Ensure New joiners to team are buddied with existing team member and that they are introduced to ISO process by means of the new-joiner pack

Job requirements:

- Senior technologist with 15 to 20 years plus managing large technology departments

- Proven ability to manage teams in excess of 700 people.

- Communicator with ability to lead and influence direction and strategy of local Technology organisation

- Technology leader. Able to lead technology change in an organisation and within a large unit.

- Manage stakeholder engagement at the highest levels in an organisation.

- Deep understanding of technology drivers in the Financial markets space.

Qualification:

- Bachelor of Engineering and/or Masters level qualifications.

- Master in Administration will be added advantage

Should you have the relevant qualifications mandated above and are interested and feel free to give Kishore, KayZenGroup a call on +91 85530 23272 / +91 98198 54069 or drop an email.

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