Technology Operations Leader (End-user support)

<h2>Work Setup: 100% ONSITE (Taguig)</h2><h2>Schedule: Mid shift to Night shift depending on business demand</h2><h2>Job Highlights:</h2><ul>
<li>Manage and develop team of individual contributors with low to moderate complexity and risk in Technology Operations</li>
<li>Manage the operational outcomes of key IT services delivered by network services and operations, database services, infrastructure services including server and storage services</li>
<li>Identify and recommend opportunities for technology operations process improvement and development</li>
<li>Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business</li>
<li>Leverage enterprise tools to digitize workflows as appropriate, asset and configuration management, metrics and measurement of services including availability SLAs, OLAs, mean time to recovery, repeat incidents and issues</li>
<li>Instill repeatable processes that consistently meet SLAs and OLAs</li>
<li>Manage backups, recovery and ensure recovery includes periodic tests to ensure business continuity</li>
<li>Work with IT risk management, compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed</li>
<li>Institute controls in partnership with Operation Risks to ensure risk management is sustainable</li>
<li>Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed</li>
<li>Make decisions and resolve issues regarding resources, objectives and operations of technology operations to meet business objectives</li>
<li>Interpret and develop policies and procedures</li>
<li>Collaborate with and consult with peers, colleagues and multiple level managers</li>
<li>Manage allocation of people and financial resources for technology operations</li>
<li>Mentor and guide talent development of direct reports and assist in hiring talent</li>
</ul><h2>Qualifications:</h2><ul>
<li>20+ years of experience in Technology, out of which, minimum years of 10 years of global leadership experience (Senior Manager to AVP), preferably from Banking or IT industry</li>
<li>Experience in Incident Management, Problem Management</li>
<li>Experience in Stakeholder Management</li>
<li>Experience in IT infrastructure projects</li>
<li>Experience in Project Management</li>
<li>Technical knowledge on end user computing, basics of network &amp; voice, experience in supporting contact centers.</li>
<li>Good communication and presentation skills</li>
<li>Knowledge on AI and innovative mindset will have added advantage</li>
</ul><h2>Job Expectations:</h2><ul>
<li>Manage and support 24/7 Technology operation and team.</li>
<li>Flexible to work in night shifts and different sites within the country. if needed during weekend and holidays</li>
</ul>