Banking Production Operations Director

How you will contribute:

  • Oversee 24x7x365 Production Operations
  • Implement and provide senior-level oversight to processes focused on incident, problem, and escalation management to ensure SLA compliance across customer base
  • Define and maintain Production Operations dashboards to measure performance and identify improvement opportunities
  • Establish and drive cross-functional continuous process improvement programs focused on Operational Excellence
  • Define and champion product requirements focused on operational excellence such as monitoring, automation and application resiliency & hardening
  • Define and build Enhanced/Premium Support offerings focused on delivering higher-level of service and growing revenues
  • Manage complex issues and executive-level escalations

Requirements:

  • 7+ years of related IT service desk experience
  • 4 + years of managing global support team inclusive of managing a Production Operations Center
  • Strong knowledge of ITIL based principles
  • Bachelor’s Degree, preferably in the Computer Science or similar area of study
  • Proven history of success in managing teams that support SaaS and/or Managed Service offerings
  • Exceptional organizational, written and verbal communication skills.
  • Proven experience working in a fast-paced environment, with the ability to manage changing requirements on a regular basis
  • Proven customer-facing skills, including demonstrable experience managing high impact escalations supporting mission critical applications.
  • Exceptional writing skills and proficiency in Microsoft Word, Excel and PowerPoint.
  • Ability to travel as needed to client sites as appropriate.