Head - Resiliency - Enterprise Infrastructure Domain - Investment Banking
Department Background: CTO Infrastructure
(SRE/Production Support/Technology Production Support)
Enterprise Infrastructure (EI) sits at Chief Technology Office (CTO) operating, maintaining & transforming the on-premise technology infrastructure used to host applications & services globally. EIs product catalogue spans servers, storage, databases, mainframe, middleware, internal cloud & automation technologies amongst others.
You will lead service resilience & recovery for Enterprise Infrastructure globally, spanning first-line production support; service quality measurement / tracking; initiatives to continuously improve service quality & resiliency strategy.
Key Roles & Responsibilities
- Lead the global first-line production support team to ensure high availability & reliability of technology infrastructure & oversee the resolution of high severity incidents.
- Act as the primary escalation point for major incidents, coordinating recovery & communication across technical & business stakeholders.
- Oversee and co-ordinate incident management processes, ensuring timely resolution & root cause analysis of critical issues.
- Analyze incident trends, proactively identify issues & design & execute initiatives to improve service quality (e.g.: reduce incidents, reduce mean-time-to-detect / respond / recover, increase % disruptive free change).
- Prepare and present regular reports on incident metrics, system health & improvement initiatives to senior management.
- Drive innovation including automation & self-healing solutions to improve customer experiences, streamline operations & reduce incidents. Collaborate closely with engineering teams & platform owners to optimize infrastructure & address potential issues.
- Collaborate with global teams to standardize support processes & share best practices.
Qualifications
- 15+ years of experience in Technology infrastructure support, with at least 3 years in a managerial or leadership role.
- Proven expertise in incident management, Technology operations & technical problem solving.
- Extensive experience of leading first-line / production support teams globally.
- Exceptional communication & problem-solving skills to manage high-pressure situations effectively.
- Strong understanding of technology infrastructure & relationship with consuming applications & services ideally within banking organizations.
- Technical understanding of servers (Linux / Windows), virtualization, database administration, middleware, WebSphere , Cloud & storage technologies.
- Expert relationship management & ability to influence a diverse range of senior stakeholders.
- ITIL certification or equivalent experience preferred.
- Commercial experience including budget & resource management.
- Customer-first mindset.
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