AVP, Technology Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee ITIL processes related to Incident and Problem Management.

• Recognize areas for enhancing process controls and streamlining procedures.

• Monitor technology incidents throughout the organization and work towards reducing incident occurrences.

• Ensure incidents are classified with the correct severity level and communicate appropriately with stakeholders.

• Establish process KPIs and create Management Information System (MIS) dashboards.

• Assist the team in meeting departmental objectives that align with the company's strategic goals.

• Inform stakeholders about the Incident and Problem Management procedures.

• Create a feedback mechanism to identify improvement opportunities.

• Develop interactive dashboards and presentations for stakeholder engagement.

⛳️ Requirements

• Over 12 years of experience in service management, specifically in designing, defining, and implementing ITIL processes, ideally within the Banking sector.

• Extensive experience leading support in large, intricate, multi-functional environments.

• Prior relevant technology and business/industry experience, including expertise in Incident and Problem management.

• Proven track record of driving service enhancements based on incident analysis and trends.

• Knowledge and experience in proactive incident management is preferred.

• Demonstrated ability to attract, hire, retain, and lead top-tier process and engineering talent.

• Familiarity with Scrum, Kanban, or other Agile methodologies is advantageous (though not essential).

• Understanding of financial industry standards and business practices.

• Capability to foster positive relationships with team members, business units, and technology partners.

• Comprehension of infrastructure (IAAS), platform (PaaS), software (SAAS), and function (FaaS) service offerings.

• Experience in establishing Management Information Systems and defining key performance indicators (KPIs).

• The candidate should possess the ability to manage multiple tasks, adapt to shifting priorities, and work independently in a dynamic environment.

🏝️ Benefits

• Health insurance

• Professional development opportunities