- Location:
Mumbai
- Department:
UK Offshore India – ITS
- Division:
IBP Digital and Technology
- Employment Type:
Full time
- Salary:
Competitive
Infrastructure Technology Services Manager (12763)
Investec is a distinctive Specialist Bank serving clients principally in the UK and South Africa. Our culture gives us our edge: we work hard to find colleagues who'll think out of the ordinary and we put them in environments where they'll flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.
Description of the role :
- Develops & maintains strong working relationships between all relevant ITS capabilities & ICSI
- Provides incident and problem management, change management, business resumption management & relevant reporting services to ICSI Business in order to maintain the maximum system uptime
- Provides relevant feedback and guidance on changes, incidents, problems & continuity invocations and revocations
- Works with the other relevant IT Teams and ICSI Business, to gather pertinent information, in order to resolve related ITS problems within the stipulated SLAs
- Specialises in relationship management between ICSI Business & IT, aligning the services ITS provides and the way they are perceived by Business and our other IT areas within Investec
- Maintains sound working knowledge of current and upcoming IT Service Management methodologies and other key related technology developments
- Coordinates the relevant IT Teams in troubleshooting & supporting the ICSI Business until services are fully restored
- Upholds a strong sense of customer service and measures this through regular customer satisfaction surveys and client engagement sessions
- Ensures all relevant System Changes are properly authorised & approved by the relevant ICSI Business and ITS Teams, prior to changes going into Production, in accordance with the agreed Investec Change Control processes
- Works with ICSI and ITS Teams to communicate Changes going into Production and helps coordinate appropriate business and user testing
- Considers the implications of a wide range of complex issues, and manages both business & IT priorities, when necessary, undertakes planning to transition the organisation through change initiatives and evaluates progress and outcome to inform future planning
- Evaluate current IT Service Management procedures and processes, and continuously develops and implements improved practices in accordance to Industry best practices.
Core Knowledge and Skills :
10 + Years IT Service Management working experience, with strong exposure to technical areas, including but not limited to Networks, Server Infrastructure and Applications, strong understanding & experience of Change Management, Incident & Problem Management, Business Continuity Management, Client Service Managementpreferably in the Financial Services environment which should include Trading platforms and applications.
Must work well within a team-oriented, collaborative environment.
2+ Years' experience on the ServiceNow platform (preferably)
Must be a self-starter and must have the ability to work independently or as part of a team
Strong interpersonal skills & gets along well with others
Excellent written and oral communication skills
Shares knowledge readily
Strong analytical and problem-solving skills with the ability to solve and make decisions on technical issues.
Strong knowledge of IT Infrastructure Services
Exposure and good understanding of ITIL V3.0 Service Management Concepts
Must work well under pressure
Desirable Qualifications:
- ITIL v3 / v4 Foundation
- ITIL v4 Practice Manager / Managing Professional
As part of our collaborative & agile culture, our working week is 4 days in the office and one day remote.
Investec offers a range of wellbeing benefits to make our people feel healthier, balanced and more fulfilled in their lives inside and outside of work.
Embedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance. At Investec we want everyone to find it easy to be themselves, and to feel they belong. It's a responsibility we all share and is integral to our purpose and values as an organisation.
Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria. We pride ourselves on our entrepreneurial spirit here and welcome you to do the same – if the role excites you, please don't let our person specification hold you back. Get in touch!
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Meet the recruiter
Shreya Shetty
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Pension
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