The infrastructure tech senior lead analyst is accountable for the overall infrastructure service delivery and improvement, business engagement, project & demand management, estate, and financials.
This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the service level and stability of business services. Applies in-depth understanding of the business impact of technical contributions. Accountable for delivery of a full range of services to one or more banking businesses. Excellent communication skills required to negotiate internally, often at a senior level. Exercises control over resources, policy formulation and planning. Involved in short
- to medium-term planning of actions and resources to remediate or improve service performance and continuity.
*responsibilities*:
*client services*
- * stakeholder mgmt*:
- responsible for the overall relationship between infrastructure team and the it team
- primary point of contact for questions and escalations; drive remediation with appropriate infrastructure teams.
- provide clear and consistent communications across the businesses of infrastructure activities impacting consumer technology
- provide clear communications to the infrastructure management team regarding business activities.
- prepare and deliver monthly lob/domain mor’s to cio’s/ tech heads and deliver message on health of business
- facilitate the annual client satisfaction survey, communicate results, and drive action plans for yoy improvements
- * project delivery*:
- facilitate the initiation and communication of infrastructure strategic initiatives that impact the consumer clients.
- provide senior leadership from initiation to implementation for key business projects.
- * infrastructure roadmap*:
- publishes forward view of the consumer infrastructure roadmap
- engage consumer teams to review infrastructure solutions and deployment strategies.
*service delivery*
- joint accountability for the services (service health, risks, performance) within your respective client organizations
- partner to facilitate the management of incident/ problem activities.
- ensure data capture in servicenow is accurate; assist in making as complete as possible with right context
- assess service readiness of all major releases/ implementations.
- partner with production mgmt on service risk and process maturity assessments and drive remediation of sips.
- review capacity needs of the consumer environments and ensure demand forecasts are evaluated and cared for.
- identify any underutilization of resources that may provide an efficiency opportunity.
- maintain end-to-end configurations for services in partnership with production mgmt configuration manager
- support the reviews of the service provider to meet/exceed sla’s.
*estate management*
- understanding of estate risk profile and resiliency for respective consumer clients
- drive remediation of all priority (tier 1 & 2) eovs and tech mandatory activities.
- understanding of estate utilization, capacity planning, target platforms and transition strategy
- deliver on productivity targets for business
*financial management*
- coordinate the infrastructure annual plan process and deliver plan reviews with respective consumer clients.
- define key business volume drivers, opportunities, and targeted improvements
- develop and deliver financial reporting required by the regions/lobs/countries.
- manage the consumer demand strategy and provide demand analysis to the consumer businesses
- partner with estate mgmt on eol/eovs/optimization/app retirement inventory and define the costs/benefits.
- perform chargeback analysis and facilitate any billing disputes and resolutions.
- provide cost modeling and “what if” scenario analysis
- identify financial control process gaps/pain points and drive service improvements.
*qualifications*:
- 15+ years of overall experience in it
- 8-10 years of relevant experience over infrastructure implementation role or senior level experience in an infrastructure support role with sme in one or more areas (ie open systems wintel/linux or openshift/pcf, network/communications, mainframe unisys/tandem/ibm, or san/vmware infrastructure)
- successful experience managing service performance of infrastructure production environments
- experience for technical leadership of sre team including processes design, establishing and monitoring for automation, self-healing and chaos engineering with focus in infrastructure.
- experience in leading, diagnose and troubleshoot to solve major incidents in production environment.
- budget management, risk & control management, influencing skills
- * education*:
- bachelor’s/university degree, master’s degree preferred
- certification in one sme area
- support the end-user satisfaction process (nps) and service improvement programs
- knowledge in infrastructure monitoring tools
- english / span