AVP, Service Delivery Engineer, EASRE, Technology & Operations

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities This position is for Problem Management role within the enabling group, Enterprise Architecture & Site Reliability Engineering (EASRE) department. This role is expected to strategically lead the conduct of incident retrospective/ problem management operations and in other SRE activities in general which pertains to maintenance management that includes availability, performance, change management, monitoring, capacity planning & also the solutions offered derived from emergency response. Make sure that the retrospective activities are orchestrated & carried out effectively in accordance to the SRE principles.

• Mentor the team in the seamless facilitation & conduct of root cause analysis (RCA) activities from end to end
• Lead the facilitation for high-severity incidents liaising with top/ senior management and keeping the latter updated.
• Prime focal point for presenting in the RCA Forum, Tech Risk Forum and other senior management meetings to report updates on retrospective findings & action plans.
• Absorb new technology rapidly & apply effectively
• Communicate well with technical & non-technical colleagues
• Work to a high standard with agreed timescales.
• Do resource management to ensure problem management activities are carried out in an effective and efficient manner.
• Provide available platforms and channels to ensure stakeholders are kept updated on results of retrospectives and RCA activities.
• Able to demonstrate authority in the problem management calls.
• Point of contact for assigned incidents of higher severity (from incident retrospective calls all the way up to Management Report (MR) documentation and publishing.
• Take accountability for initiatives on the enhancement activities related to SRE as a result of retrospectives.
• Collaborates with Engineering Teams within EASRE and with LOBs on enabling activities as part of the preventive measures.

Undertake any other tasks or duties that are reasonable & requested by the supervisor or a member of the senior management team. Requirements Minimum 10 years of process improvement/root cause analysis (RCA) exposure & involvement leading discussions as a problem manager or incident commander, preferably in the Technology & Operations space, along with software development or technical support or operations experience.

• In depth understanding of Incident & Problem Management functions & activities (i.e. Hardware- & Software-related incident & problem management)
• Work with stakeholders & command centre in trouble shooting, escalating & solutioning critical site incidents.
• Identify recurring system/ application issues & work with cloud team, infra teams, product development, vendors & other stakeholders in investigating & resolving cause
• Maintain accurate documentation of incidents including impact details, timelines, steps taken for mitigation/resolution.
• Strong verbal & written communication skills particularly effective documentation skills.
• Experience in facilitating Internal & External Audits.
• Experience with JIRA, Confluence.
• Basic knowledge of Linux, Windows.
• Exposure to Enterprise databases e.g Oracle, SQL server, Maria DB, MongoDB & Sybase.
• Knowledge in systems & multi-tier application & network troubleshooting.
• Essential knowledge & awareness of Public/Private/Hybrid cloud solutions.
• Good exposure to logging & monitoring tools like Dynatrace, App Dynamics, Prometheus, Grafana, ELG/ELK.

Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.