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• ensure production stability and availability for key operational business processes.
• follow incident and problem management processes according to ITIL standards and uphold these high standards for timely issue resolution and keeping stakeholders updated with progress
• proactively seek automation and efficiency improvement opportunities to reduce non value added activities
• drive process improvement initiatives alongside global production support projects.
• create and maintain written procedures and make them available for audit or management review.
• communicate complex technical issues, properly set expectations and adequately follow-up with all stakeholders.
• track work progress and report any key issues to management and stakeholders.
• Implement continuous improvement and problem management programs as well as good grounding in IT technical architecture and infrastructure.
• Display strong analytical, problem-solving and synthesizing skills (i.e. you know how to figure problems out)

Your Experience & Skills

• Experience in COBOL, DB2, IMS/DB, CICS, JCL, VSAM, Startool, IBM Debug Tool, MQSeries.
• Experience with monitoring solutions required, preferably Netcool, AppDynamics or Splunk
• A complete understanding of the ITIL Service Framework (incident, problem, release and event management. Proficient with tools such as ticketing, knowledge sharing, DevOps and scheduling tools
• Familiarity with Investment Banking (Securities, Collateral, Derivatives, or regulatory reporting) is an added advantage
• Track record of influencing senior stakeholders and business partners
• Capable of understanding client needs and translating this into products and services
• A confident communicator that can explain complex technical issues to non-technical and senior stakeholder audiences
• A proven incident & crisis manager with the ability to perform under pressure
• Weekend support will be required on a rotational basis (follow-the-sun support model)
• Experience with monitoring tools like AppDynamics and Splunk