Support and Service Management Lead - Leading Financial Group

Role Focus:

• Lead systems production support with a focus on operational stability, issue prevention, and service restoration.
• Manage incident and problem management processes to ensure minimal impact on business operations.
• Develop and implement guardrails and operational stability programs.
• Act as a single point of contact for incidents, ensuring effective and standardized communication.

• Set and enforce guardrails and operational stability programs to enhance system reliability.
• Facilitate technical troubleshooting and problem resolution in collaboration with technical teams.
• Manage IT services according to SLAs based on ITIL standards, ensuring adherence to best practices.
• Coordinate system support activities across teams to ensure seamless operations.
• Oversee incident lifecycle management, including identification, escalation, and resolution.
• Conduct root cause analysis and implement corrective and preventive measures.
• Develop and execute continuous improvement plans focusing on system stability and resource consumption optimization.
• Standardize communication frameworks for consistent and clear information dissemination during incidents.

• Drive continuous service improvement initiatives to enhance service quality and efficiency.
• Coordinate team efforts to ensure alignment with service management objectives and SLAs.
• Provide technical leadership and guidance to support teams, fostering a culture of excellence.

• Lead incident and problem management processes, ensuring timely communication and resolution.
• Manage communication management protocols to keep stakeholders informed during incidents.
• Conduct thorough root cause analysis to identify underlying issues and prevent recurrence.

• Implement continuous improvement plans to optimize system stability and resource utilization.
• Identify opportunities for process enhancements and drive initiatives to improve service delivery.

• Over 7 years of experience in systems support and operations, preferably within the financial services sector.
• Strong problem-solving and analytical skills with the ability to influence and negotiate with business stakeholders and vendors.
• In-depth knowledge of ITIL standards and service management best practices.
• Excellent communication and interpersonal skills to effectively manage stakeholder relationships.