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We are currently seeking an experienced professional to join our team in the role ofSr. Associate Director, Service Management.

Business: CIB - GPS Technology

Principal responsibilities

Work directly with global lead of involved value stream, to ensure the team he/she leads would work towards the right direction and report the team’s delivery into the global lead.Lead a team of around 8 people, to provide full scope of the day-to-day production service support, including resolution of the live incidents, post-resolution problem management activities, user queries and regular service maintenance.Proactively participate in a rapid service recovery from production incident, including driving involved parties for right progress that fits the requirements for Tier 0 services in incident management. Provide timely incident communication internally and externally as required.Maintain a healthy relationship with key stakeholders (e.g. business team, development leads, other regional leads of involved services support, etc.), to lubricate the collaboration among the teams. Provide technical expertise in finding root cause of major system problems.Work as the owner of production environment, participate in the review of various changes deployment and related post implementation verifications. Lead the team to realize operational efficiency, this includes automating repeated manual work, review, design and re-engineer monitoring rules with new technologies to improve the efficiency of daily application support, etc.Contribute productively to the team's objectives, sometimes supporting and sometimes leading activities to achieve shared goals.