Director Technology Services Support

The Director Technology Services Support works closely with the CIO to manage the Technology Services group within the Technology Infrastructure and Compliance (TIC) function. Technology Services provides infrastructure support for all technology applications within the Organization, including: 1. 2. 3. 4. 5. 6. 7. 8. Voice, video and data network design, installation, and administration Call Center Technology with 2000+ agents Datacenter Operations Server, operating system, SAN, NAS, installation and maintenance, Database Administration, Identity management and e-mail administration. Network Operations Center End User Computing Infrastructure The incumbent manages a professional staff of 120 Engineers network and operating systems analysts and other systems specialists providing hardware and software technical support for all technology infrastructure components as per ITIL Processes. The incumbent is responsible for the overall day-to-day administration, supervision and professional development of the Technology Services Support group Responsibility 1. 2. Manage the implementation and maintenance of ITIL (Information Technology Infrastructure Library) principles and achieve ISO 20000 accreditation. Leading a high performance Technology team of 120 staff, across 4 countries (US, India, Uruguay, Luxembourg) to provide Business as usual support for Centralised and Distributed infrastructure covering over 600 servers and 8000 users, and growing at 30% annually. Implement and maintain a Service Level Management process that includes a Service Catalogue, Service Level Agreements, Operational Level Agreements and regular service reviews with our internal and external customers/Clients. Work with Finance team to Develop, implement and maintain a Financial Management process ensuring that effective Budgeting, Technology expense Accounting and Charging processes are developed and maintained. Coordinate with BCP Head and Ensure that an IT Service Continuity plan is developed, implemented, tested and maintained. Implement and maintain a Configuration Management and Inventory Management process ensuring that all hardware and software assets are appropriately recorded and managed. Mnagane and develop an ITIL compliant TIC Service Desk to have a high first contact resolution Implement and manage a state of art automated Network Operation Center

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Ensure that regular external benchmarking of Technology services and a regular Customer Satisfaction Survey is undertaken to ensure that it reflects best practice within the industry.

10. Develop, implement, maintain and proactively communicate TIC policies and procedures to ensure the effective and efficient use of a standards based Technology Services throughout the organization 11. Ensure that all TIC procurement is undertaken in accordance with the Organizations procurement policies, procedures, and Technology Standards liaising with the Procurement/Vendor Management department as appropriate. 12. Take responsibility for Technology Service Management staff, overseeing, in association with others as necessary their recruitment, training and development. 13. Ensure that the performance of Technology Service Management team staff is appraised and assessed in accordance with agreed standards, procedures and timetables and that the results of assessments are correctly reported back to those being appraised. Give balanced, constructive and evidenced based feedback on performance. Clarify in terms of competencies and output performance requirements 14. Manages external suppliers and Service providers for Technology. 15. Builds a partnership with Business teams and BU heads. Based on a complex understanding of their needs and their inter dependence. Develop and amend services to meet the long term requirements of customers. Advise customers on ways in which they can assist, and support them more effectively. Key Result Area 1. 2. 3. 4. 5. Provide best in class effective and efficient Technology Services as compared with other organizations within Banking and Financial vertical Take a strategic and proactive approach to providing solutions to business Develop Technology Organization and Skills to provide world class technology services Increase bottom line/reduce costs by leveraging Technology for benefit of business Reduce Technology risk for the organization

Qualifications 1. BE (preferably with MBA) with experience of around 15 years. Last 3 years should be in a Senior position within Infrastructure Services for a Financial Services, Technology Services provider, or a Software Products organisations Should be a top 20th percentile performer within his organisation A technocrat with experience of managing diverse platforms (Unix, Windows, AS/400), RDBMS (Oracle, Sysbase, Progress, Postgres, MySQL), SAN, NAS, Network (Cisco), Call Center (Aspect, Verint, Cisco), Server and Desktop Virtualization, Datacenter operations. Must be able to operate in a rapidly changing, very complex and technical environment. Good understanding of budget management principles. Excellent communication, interpersonal and analytical skills are essential.

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Persuasive and assertive with the ability to change behavior to ensure the optimum utilization of TIC resources. Good presentation and report writing skills. Ability to sell new ideas and concepts.

10. Good organisational skills. 11. Ability to work on own initiative and as part of a team. 12. Ability to keep up to date with technological advances