Technology Service Specialist, AVP

The Technology Service Specialist, AVP will be responsible for ensuring the Service Operations team provides optimum service level to the business lines it supports. The role involves managing incident and problem management, defining and managing OLAs with stakeholders, and mentoring and coaching team members.

Requirements

• Service Operations Specialist experience within a global operations context
• Extensive experience of supporting complex application and infrastructure domains
• Experience managing and mentoring Service Operations teams
• Broad ITIL/best practice service context within a real time distributed environment
• Experience managing relationships across multiple disciplines and time zones
• Ability to converse clearly with internal and external staff via telephone and written communication
• Good knowledge on interface technologies and communication protocols
• Willingness to work in DE business hours
• Clear and concise documentation in general and especially a proper documentation of the current status of incidents, problems and service requests in the Service Management tool
• Thorough and precise work style with a focus on high quality
• Distinct service orientation
• High degree of self-initiative
• Bachelor’s Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
• ITIL certification and experience with ITSM tool ServiceNow (preferred)
• Know How on Banking domain and preferably regulatory topics around know your customer processes
• Experience with databases like BigQuery and good understanding of Big Data and GCP technologies
• Experience in at least: GitHub, Terraform, Cloud SQL, Cloud Storage, Dataproc, Dataflow
• Architectural skills for big data solutions, especially interface architecture

Benefits

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above