Director, Production Services - Payments & Commercial Technology

Director, Production Services - Payments & Commercial Technology

Country: United States of America

Reporting to the Head of Payments & Commercial Technology, the Director, Production Services – Payments & Commercial Technology will lead the Production Support and Systems Management function.

Responsible for fostering an environment of collaboration and teamwork among various technology teams and the business units of Product, Operations and Digital functions to create an optimal production services discipline and a conducive environment for continuous improvements in the service resilience and the Level 2 production support.

Responsibilities include:

• Setting up an SME driven L2 support organization for all business applications with business flow expertise on Transaction processing, Customer Service & Operations processes.
• Acts as the Lead of Production Custodians & Guards, who are escalation point for L1 support teams on Incidents/Issues, with appropriate access to Application and Database servers and schemas. The person will build a L2 team with the right training on application architecture & functionality, maintain Systems documentation & knowledge base, for cross-share. The person in the role will lead the team responsible for various system management tasks facing regulators, Audit, Risk & Compliance organization for Risk Assessments, GBLA, SOX, Action Drivers, Audit, and Information Security assessment.
• Setup a team who will be official Tech source for all business support enquiries, business growth initiatives on current production functionality & capacity. The team will also maintain the support scripts, business activity monitoring, system monitoring and performance metrics current.
• Oversee direct or indirect engagement into Service Desk Request Fulfilment, Incident Management, Problem Management, Defects Management & Security/Controls/Stability/Scalability findings, Availability Management, Capacity Management, Infrastructure (HW/SW) Management, Change Management, Release & Deployment, IT service Continuity of Business Management, Client Implementations (Onboarding).
• Ensure the team participate in the Project related requirements, design & architecture reviews, provide inputs into the test scenarios and cases to ensure production behaviors are considered, review and signoff the SIT & Performance/Non-functional test results, get Knowledge Transition from Level 3/ Dev teams on latest architecture, interfaces, dependencies, functional changes, participate in Implementation plan preparation and deployment activities into Production, coordinate with Infra and Level 1 support teams to implement required Monitoring alerts for the new components delivered.
• Bring thought leadership for topics covering Solution, Business, Data, Infrastructure, Information Security architecture, both for the day to day and the strategic choices, including the choices around new technologies, incremental improvements, or obsolescence.
  Reviews existing production processes and establishes metrics to improve those, as well as support of all business activities.
• Shares best practices, lessons learned and constantly updates the technical documentation, based on changing technologies, and knowledge related to recent, current, and upcoming vendor products and solutions.
• Develops a roadmap for the evolution of the application support portfolio from current to future state (as defined in partnership with IT/Business leadership).

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Bachelor's Degree or equivalent work experience

Work Experience:

• A minimum of 15 years of extensive technical experience in software design, development, architecture, engineering, and application support functions.
• 5+ years’ experience in leading a production support function.
• 2+ years’ experience in a Transformation program at regional, national, or global bank.

Skills and Abilities:

• Demonstrated experience of maintaining production services, resilience, and highly efficient live operations.
• Demonstrated Quality Management experience.
• Knowledge of applicable data privacy practices and information security practices.
• Knowledge of software engineering best practices.
• Demonstrated applied knowledge of enterpris