Description- to lead and take ownership of, and manage through to resolution, incidentescalations raised by external and internal clients.- leadership: develop the skills, attitude and business awareness of members withinthe team so as they perform at optimal level- quality: ensure high quality of deliverables to the business.
take ownership andaccountability for problem resolution arising from deliverables.- performance: ensure that sla's are being met and adhered to.
development ofmembers in the team to increase their skill set- improvement: continually aim to improve the support and reporting processes ofpps service delivery- process driven approach with exposure to one of the following control frameworksitil, six sigma, pci dss, soc or others- minimize the impact of incidents that cannot be prevented- ownership of escalated incident through to resolution- able to produce reports on key performance indicators- proactively communicates status of tasks- notifies stakeholders of service impacting operations to negotiate timings*requirements*:essential- must have substantial professional experience of leading a service delivery team- certification in operations discipline in any one of the following itil/six sigma/iso- competent in the use of linux/unix/sql.- knowledge of using monitoring tools such as app dynamics - opsgenie - nagios- ability to write reports and business correspondence- use data to drive better outcomes- ability to effectively present information and respond to inquiries from clients,skills that develop client confidence, respect and develop cooperative relationshipswith all levels of people throughout the organisationdesirable- experience in the financial services sector- knowledge of oracle sql- knowledge of back office technologies- vendor management and contract negotiation experience- proficiency in ms word, excel, powerpoint, bi tools5 years