Lead - IT Operation

Role & Responsibilities:

1. Managing Core Operations:

- Working closely with internal IT team, vendors and partners to ensure smooth operation for day to day business & IT operation of the platform including monitoring of all core services and Operations

- Providing support into resolution, analysing and reviewing the all major incident, service request around Operations Processes and procedures that are customer centric

- Timely Capacity planning and monitoring of platform

- Ensure systems and services availability and performance and proper change controls.

- Publish regularly the Operations Key Performance Indicators(KPI)

- Support Business, Opco IT and channel partners in day to day issues resolutions and create robust processes to improve experience and fast track delivery of issues

2. Business User Support and Process:

- Working closely with multiple vendors and partners to ensure smooth operation of business users within the SLA

- Ensure vendor logs issues to the issue ticketing system and provide timely response to the relevant internal and external user(s).

- Keeping track of all critical issues reported by IT OPCO / Business and management on daily, weekly and monthly basis

3. Manage service Projects/Integrations/Changes

- Working with partners and team to manage all Operations new projects coming into production either as New changes, Enhancements and bug fixes

- Manage all business user requirements / issues- change request (CR) for major and critical changes and service request.

- Engage with partners - ensure delivery of projects, integration and changes correctly and on time.

- Track, monitor and report project progress to business on weekly, monthly basis, and advise business and external teams appropriately.

- Escalate as appropriate delays and bottlenecks that have an impact on manage service support

- Secondary escalation contact on technical issues affecting products and services that are LIVE.

4. Security and Business Continuity

- Working closely with team to ensure operational KRA i.e. Risk & security of the applications, Reguler DR drills, VA, SLA

- Operational review of changes MoP, SOP and critical changes validation in CAB

- Working with partners to review and ensure AM audits & compliance readiness done on time.

Qualifications and Experience:

- A Bachelor's degree in Computer Science, Electrical & Electronic Engineering or other related disciplines.

- Must have 12 - 15 years of industry experience into IT software service.

- Should have exposure into IT telecom, Mobile finance services, or IT core banking

- Experience in Mobile Financial Services Operations or Banking Operations

- Strong vendor & Partner management exposure to manage the service delivery and manage service support

- Should have good Analytical skills and able to handle, prioritize, multiple issues and operational delivery simultaneously

- Hands on approach able to operate in a performance driven organization

- Strong analytical skills and problem solving skills

- Excellent Communication Skills

- Self-motivated, enthusiastic, energetics with Local and Central IT Team