Partner with Application Development, Architecture and Engineering and Project Management and Client Services leaders and their teams to execute technology strategy for IT platforms, partnerships and external relationships across North America
Anticipate and react to major technology changes to ensure the maintenance of company leadership in the competitive landscape
Provide visible leadership for the company within the technology community.
Establish technical standards and ensure adherence to them for product development and company operations.
Evaluates processing performance relating to server/host utilization and reliability
Forecasts financial, physical, and human resource needs to meet established objectives
Oversee and coordinate network/data operations, business continuance and restoration plans that isolate problems and implement pre-planned alternative routes or systems to restore service
Work with Production Support and Infra teams to trigger Problem Management process where appropriate
Define and plan procedures for major Incidents
Evaluate Incidents to determine if they are likely to recur, both from tactical or strategic perspective
Ensure adherence to SLAs especially for our extended staff/partners (Outsourcers)
Ensure adherence to priority based management based on impact + urgency
Ensure incident routing follows a predefined escalation matrix.
Achieve incident volume & aging reduction.
Ensure high quality of ticket data inputted and tracked
Produce management information in relation to agreed SLAs
Ensure the Incident Management process is performed as designed.
Extensive knowledge of IT, as well as possessing a general financial background
15 or more years of IT and business/industry work experience including architecture design and deployment, systems lifecycle management and infrastructure planning and operations. Strong Infrastructure related knowledge a must
5 to 7 years of leadership experience in managing multiple, large cross-functional teams or projects, and influencing senior level management and key stakeholders
Bachelors or Masters Degree in Computer Science, Information Systems, or other related field or equivalent work experience
Demonstrated ability to interpret technology and market trends as a foundation for technology and product roadmaps
Experience in working with globally distributed and diverse teams and/or outsourced partner teams a requirement
Must be able to stay focused under pressure (ex. critical outage/disaster)
Strong interpersonal and communication skills
Strong customer focus and follow-up skills necessary
ITIL Foundation or Practitioner level equivalent certification, not required, but desired
Previous insurance or financial services mid/senior level management experience in a production support related field desired
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