Summary
What you’ll impact
The ITSM Operations Lead at the organization will lead design, integration, and support of complex application and infrastructure implementations while overseeing ITSM processes and incident command across a multi‑tiered environment. The role partners with stakeholders to drive process improvements, manage migrations, and ensure adherence to technology standards, providing executive updates and mentoring junior staff.
Responsibilities
What you'll do
- Designs, coordinates, integrates, and provides general support for complex application and/or infrastructure implementations and integrations for internal business partners and/or external clients and regulators in a multi-tiered, multi-platform environment.
- Serves as a subject matter expert responsible for supporting the development, implementation and maintenance of ITSM processes to ensure operations are consistent with Platforms and organization-wide goals.
- Performs Command-and-Control and coordination of incidents and critical events, and leads technology resiliency activities and processes.
- Manages the strategic integration and migration planning across various application and infrastructure activities for internal and/or external clients, while coordinating and consulting on product selection and implementation.
- Oversees installations, upgrades, migrations and support efforts to ensure goals are being met within budget and on schedule.
- Partners with IT stakeholders to identify and implement continuous process improvements and solutions to critical issues, delivering data-driven analyses to measure critical success factors and key performance indicators across relevant processes and services.
- Oversees preparation of ad-hoc and scheduled reports.
- Assists process and team leads with activities required to develop, implement and maintain technology processes, standards and controls.
- Drives consistency and adherence to technology standards.
- Partners with technology teams to develop appropriate artifacts such as DLC artifacts, user stories, test scripts, and training documentation.
- Supports the development, design and implementation of automation for manual processes.
- Identifies, facilitates and solves highly complex and critical system-related issues to meet the firms objectives.
- Leverages expertise to support a multi-tiered, multi-platform environment, contributing to various development and infrastructure projects that have a broad impact across the organization.
- Defines the engagement model and communication channels for initiatives.
- Communicates with internal and external stakeholders to address concerns.
- Develops and disseminates executive-level updates as required, and maintains excellent knowledge of IT systems and tools, staying abreast of new developments in IT.
- Executes ITSM processes as a centralized governance function.
- Ensures adherence to processes and policies and supports Engineering and Resiliency functions.
- Performs Command and Control for critical, time-sensitive escalations.
- Orchestrates resolution, communication and closure of ITSM events.
- May mentor or provide guidance for junior team members.
Requirements
What you’ll bring
- Bachelor's degree in computer science or a related discipline or equivalent work experience required.
- 10 - 12 years of application or infrastructure related experience required.
- Experience in the securities or financial services industry is a plus.
- Modified based upon local regulations/requirements.