IT Manager - Wealth Management

Description:

We are seeking an experienced IT Manager to lead and support offshore IT operations for a global wealth management organization. This role focuses on managing IT support functions, operational governance, cross-team coordination, and ensuring seamless collaboration between offshore teams and the core IT teams at the main office. The ideal candidate will have strong leadership experience in managing support teams, excellent communication skills, and a solid understanding of enterprise technology environments.

Qualifications & Experience:

Leadership & Support Management:

- Proven experience in leading IT support, operations, or application maintenance teams (preferably 3050+ people).

- Ability to manage L1/L2/L3 support functions, ensuring timely resolution of incidents, service requests, and escalations.

- Experience in talent development, retention, and building high-performing support teams.

- Capability to set up offshore support environments, define team structure, and optimize workflows for efficiency.

- Strong experience implementing ITIL processes, operational SLAs/OLAs, and service governance frameworks.

Operational Excellence & Process Management:

- Hands-on experience in IT operations, system monitoring, and maintaining high availability of critical systems.

- Deep understanding of SDLC, DevOps practices, and how development teams interact with support functions.

- Ability to optimize support processes, define SOPs, improve response times, and establish performance metrics.

- Experience coordinating change management, release management, and incident management processes.

Technology & Infrastructure Knowledge:

- Working knowledge of enterprise IT ecosystems including:

- C#, .NET, Java-based applications

- Cloud environments, virtual servers, and hybrid infrastructure

- Networking and security fundamentals

- Monitoring tools, logging frameworks, and ticketing systems

- Understanding of microservices, CI/CD, and modern architecture patterns from a support and maintenance standpoint.

Stakeholder Management & Communication:

- Strong interpersonal and communication skills to collaborate with main office IT leadership and business stakeholders.

- Ability to manage expectations, provide structured updates, and ensure proactive communication on issues or progress.

- Comfortable working with distributed teams across multiple time zones.

Analytical & Problem-Solving Skills:

- Strong analytical abilities to handle operational challenges and recurring issues.

- Capability to perform root-cause analysis (RCA) and implement long-term corrective actions.

- Experience tracking support metrics and driving continuous improvement initiatives.