Head - Production Support / Application - Support Global markets.

Manages relationships with business and technology executives/sponsors and vendors for technical products and understands the work deliverables and performance of the Technology Management team by following outcomes from business and client feedback

Leads a team of Senior Managers whose teams manage multiple systems through maintenance, modification and problem resolution, in order to support ongoing delivery of services and/or operations. Accountable for ensuring the senior management team have a close working relationship with Production Support Application Service Managers, in other regions

Manages and organises team of ~340 (locally)

Senior escalation point of contact for Banking APS&E team during India time-zone

Leads recovery triages for Business Impacting Incidents during the India time-zone

Accountable for ensuring the GBS India Production Support teams meet all required standards and SLAs, for example but not limited to, Incident Management, Problem Management, RISE deliverables and Release Management

Develops and delivers the strategy for this function

Ensures effective communication to stakeholders & senior management on all issues and incidents

Creates an inclusive and healthy working environment and helps to resolve organisational impediments/blockers by sponsoring opportunities that improve processes, staying close to teams and their experiences, and identifying new opportunities to enhance efficiency and gain a competitive advantage

Conducts portfolio level resourcing and financial management activities, establishes target outcomes through objectives and key results, tracks strategic technology outcomes aligned to the portfolio strategy, and promotes the organisation and its resources to achieve them

Facilitates performance and career development of teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills

Establishes a culture of risk and compliance management, ensuring the organisation is compliant with all applicable policies and standards

Ensures that execution is aligned with Portfolio strategy by working with Portfolio Product Executives and other value stream stakeholders

Manages procurement, vendor evaluations, and negotiating vendor contracts for technical products and services for the organisation

Managerial Responsibilities:

Diversity & Inclusion Champion: Breaks down barriers to create a more inclusive environment that supports company D&I goals

Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimise operations

Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success

Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organisation

People Manager & Coach: Coaches to sustain and elevates organisational performance while differentiating to ensure pay for performance

Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability

Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organisation, while supporting enterprise talent needs

Driver of Business Outcomes: Mobilizes organisational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage

Skills:

Risk Management

Financial Management

Business Acumen

Influence

Result Orientation

Technical Strategy Development

Analytical Thinking

Collaboration

Data Management

Stakeholder Management

Architecture

DevOps Practices

Solution Delivery Process

Solution Design

User Experience Design

Required:

Bachelor’s degree in Computer Science, Information Technology, Engineering or related field

Experience in the financial services industry particularly in the areas related to Banking Production Services

Minimum of 15 years of experience in technology leadership roles, with a proven track record of managing large (100+), complex technology teams and projects

Demonstrated ability to lead, mentor and motivate high performing technical teams

Proven experience in strategic planning and execution

Ability to manage multiple projects and multiple senior level stakeholders

Excellent verbal and written communication skills

Ability to work collaboratively across departments and with senior management

Strategic thinker with continual improvements at the forefront

Excellent communication skills, experience of addressing a large audience to deliver key messages

Innovation