Technology Services Lead - GBS IND

The Technology Services Lead - GBS IND will be responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners and stakeholders.

Requirements

• Proficient in incident management, root cause analysis, and problem resolution
• Ability to lead and drive production triage calls to restoral understanding customer impacts and the customers experience
• Strong verbal and written communication skills with an ability to articulate impacts to key stakeholders
• Familiarity with several ticketing systems such as Remedy and ServiceNow
• Create and maintain detailed documentation of processes to improve team efficiency
• Ability to collaborate with external vendors
• Propose changes and enhancement to tools to reduce manual task
• Support the deployment of application updates, patches, and changes
• Shift Flexibility requiring weekend coverage
• Good understanding of Agile process/kanban, working experience in agile tools like JIRA is preferable
• Exposure to cloud technologies
• Advanced knowledge with Excel and PowerPoint designing custom reports
• AI predictive analytics for strategic decision making processes
• Experience in Resiliency Testing
• Consumer Banking domain experience