Responsibilities

Direct / Contributing Responsibilities

Direct Responsibilities

1. Strategic Leadership & Operational Excellence

Global Support Ownership: Lead a high-visibility application support team Engagement & Financial Security platforms, ensuring SLA adherence, incident resolution, and proactive risk mitigation across AMER, EMEA, and APAC.
Service Improvement: Drive continuous improvement in Incident, Problem, and Change Management KPIs (e.g., MTTR, L3 escalation reduction) with data-driven insights and automation.
Resiliency & IT Continuity: Own Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP) to ensure zero downtime for critical applications.
Stakeholder Governance: Act as the single point of contact for Business, Development, and Infrastructure teams, ensuring alignment on Operational Governance, support models, SLAs, and prioritization (e.g., Follow-the-Sun).

2. Technical & Process Innovation

Monitoring & Observability: Enhance real-time monitoring (Dynatrace, Geneos, OpenSearch) and alerting frameworks (MONACO Monitoring as Code) to preemptively detect and resolve issues.
Automation & Efficiency: Champion automation of manual processes (e.g., release deployments, incident triage) using Python, Ansible, or CI/CD pipelines to reduce toil and operational risk.
Technical Deep Dives: Lead root-cause analysis (RCA) for P1/P2 incidents, ensuring permanent fixes and knowledge transfer to reduce L3 dependency.
Capacity & Performance: Partner with Infrastructure & Cloud teams to optimize application/infra capacity, cost efficiency, and scalability (on-prem/cloud).

3. Risk, Compliance & Audit

Regulatory Adherence: Ensure compliance with CIB/IT Group policies, audit readiness, and control frameworks.
Security & Hygiene: Oversee production security, vulnerability management, and obsolescence remediation in alignment with Cybersecurity & Risk teams.
Incident & Crisis Management: Lead major incident resolution, post-incident reviews (PIR), and lessons-learned sessions to prevent recurrence.

4. People & Talent Development

Team Leadership: Build and mentor a high-performing, globally distributed team, fostering career growth, upskilling, and succession planning.
Shift & On-Call Management: Define fair and sustainable shift rotations, on-call policies, and work-life balance standards.
Recruitment & Workforce Planning: Drive hiring strategies to attract top-tier support engineers with niche technical and soft skills.

5. Vendor & Third-Party Management (if applicable)

Outsourcing Governance: Oversee vendor partnerships (e.g., FTS models), ensuring contractual SLAs, cost optimization, and quality delivery.

Technical & Behavioral Competencies

Category

Skills & Experience

ITSM Frameworks

Expertise in ITIL , Incident/Problem/Change Management, ServiceNow

Monitoring & Observability

Dynatrace, Geneos, ELK, Grafana, Power BI

OS & Database

Unix/Linux, Windows Server, Oracle, SQL

Scripting & Automation

Python, Ansible, CI/CD (Jenkins, Git)

Cloud & Infrastructure

AWS/Azure/GCP basics, containerization (Docker/K8s), infrastructure hygiene

Security & Compliance

Production security controls/CyberArk, vulnerability management, audit remediation

Behavioral Competencies (Leadership Traits):

Executive Communication: Ability to articulate complex technical issues to C-level stakeholders and business leaders.

Strategic Thinking: Balances short-term fixes with long-term resilience and automation roadmaps.

Global Collaboration: Works effectively with distributed teams, time zones, and cultural nuances.

Pressure & Crisis Management: Calm under fire, decisive during P1 incidents, and skilled in stakeholder escalation.

Change Agent: Challenges status quo, drives process improvements, and adopts emerging tech (e.g., AIOps).

Talent Developer: Mentors future leaders, fosters knowledge sharing, and builds high-trust teams.

Specific Qualifications:

20+ years Production Management Experience Skills Referential (Required knowledge, skills and abilities)

Behavioral Skills:

Technical Skills:

Education Level: Bachelor Degree or equivalent

Application Support Team Lead