ED/SVP, Site Reliability Engineering Operation Lead, SRE & Governance, Group Technology

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Roles & Responsibilities

- Manage a large team of Production Support Personnel (> 200 personnel) across 3 geographical locations

- Ensure SLAs on Alerts and Incidents are proactively managed and reduce in Mean Time To Recover (MTTR) by 20%

- Ensure strict adherence to Standard Operating Procedure for recovery

- Manage attrition within 10%

- Deliver a playbook for onboarding on new tasks / activities to Production support

- Identify opportunities to automate Production support activities and reduction in manual acti

- Application improvements ranging from performance and operational improvements, identification and remediation of system and automate Toils.

- Automation of manual activities/ processes and System Health checks for Production teams. (Automation experience required) and ensuring SLIs/ SLOs are met.

- Follow Production Support Processes and giving input to strengthen time to time

- Providing status to leads, stakeholders and working with vendors to review the design/fix/enabling for production deployment

- Coordinate recurring issues and ensure long-term resolution through proper Incident and Problem Management

- Working with various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages

- Strong stakeholder management skills with focus on continuous service improvement, consistent delivery and stability of production.

- Drives Root Cause Analysis with technology partners, post incident resolution and facilitates RCA reviews.

- Work with Risk team to respond timely to Audit & Risk RFIs. Manage Audit walkthroughs

Requirements

- 12 - 15 years of strong experience in the Banking industry with minimum 7+ years in Run-the-Bank (RTB) lead role with a proven track record of working in Banking environment

- Implement Site Reliability Engineering principles with regards to performance, reliability, monitoring, alerting and maintenance in Production environment. Pro-active Capacity monitoring & Observability of production Infrastructure, automated alerting, performance monitoring and reporting tools

- Automation of manual tasks in a Production Support

- Build and maintain Production monitoring and automation solutions

- Build and implement Service improvements. Identify, measure and report performance trends – SLIs/ SLOs/ SLAs periodically and improve systems performance and associated performance KPIs

- Sound understanding of RDBMS / Unix / Cloud/ Large banking applications

- Strong team player, effective at communicating internationally and used to working closely with remote teams

- Good knowledge of infrastructure technologies used, with focus on AIX/Oracle/Java/ Openshift

- Solid understanding of BAU support, incident, problem management processes as well as escalation management across a diversified environment

- Understanding of Risk Management, Disaster Recovery, Business Continuity, IT Security Architecture, and IT Regulatory Compliance.

- Present facts and recommendations effectively in oral and written form

- Pro-active, independent, resourceful, and able to work in a team

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