IT Service Owner (Production Support)
Job Requirement:
- 10 years’ experience in Production support in a banking environment
- Exposure to technical requirements analysis, planning, configuration management, and hands-on technical skills.
- Knowledge of ITIL concepts
- Knowledge of SRE methodology for incident respond, application observability implementation
Job Brief:
The IT Service Owner is responsible for end to end of the production environment for their assigned applications service. The candidate is accountable and responsible to ensure quality IT services are delivered accordingly to the business expectations. Acts as the first point of contact for Operations, Support, Maintenance and overarching service lifecycle related questions.
Responsibilities:
- Manage operating model to ensure support levels and effort sharing of operational tasks (e.g. monitoring of service availability and performance) with 1st and 2nd Level Support
- Adopting the SRE principles of incident responds and communication, driving faster incident turnaround time, achieving better users’ satisfaction.
- Drive incidents reduction thru Blameless incident retrospective methodology, looking at all the incidents contributing factors and definition of proactive measures to provide sustainable problem solutions as part of application improvement plan.
- Provide input for the annual budget request, assist in the management of the required capacity, monitor cost actuals vs. budget.
- Execute required audits, controls (e.g. access rights), annual risk assessment in order to identify operational IT risks and manage related risk mitigations and actions. Manage IT Security process (e.g. firewalls) for service
- Part of the run-the-bank agile transformation initiative
Production Support Governance
- Managing the L2 Support for the day-to-day incidents/service requests and problems in the IT environment. Ensuring all SLAs defined for Production Support are met.
- Aligns with providers and infrastructure in respect to lifecycle for IT Service: Planning and Execution
- Support the System Architect in the raising and maintenance of technical debts
- Drive continuous service improvement thru incident post-mortem and incident trend analysis, defining proactive measures to provide sustainable problem solutions as part of application improvement plan.
- Adopting SRE principles to help build a more robust and stable production.
Change and Release Management
- Reviews and performs risk-assessment of operational changes affecting the owned IT-Service including the post-implementation review of the changes.
- Adjusts and approves release plans with the Application Responsible, ensuring all SLAs defined for Production Support are met. Identify hotspots and areas for continuous improvement.
- Ensures proper implementation of non-functional requirements together with the Application Responsible.
Thanks, and Best Regards
Karanam Vijaya Kiran
(EA Registration no: R1443178)
Recruitment Manager
Hand Phone: +65 92333815
Helius Technologies Pte Ltd (EA Licence No: 11C3373)
