Address
Form of work Leading European Investment bank with a growing Asia Pac footprint are seeking a Production Support Team lead to manage a local (Sydney) team to provide a stable trading environment across the global markets business.
The role will involve -
Management of Staff
Responsible for a 4-5 member team of production support staff based in Australia
The team overall is responsible for the following and as Team Lead this role is expected to put in place mechanisms & practices to deliver effectively and efficiently on these
As Team Lead also expected to play these roles directly as and when needed.
This role is responsible for objective setting, mentoring, training and career progression of staff in the team
This role is also responsible for controls, risk assessment & mitigation as per group IT procedures
Incident Management
Acknowledge, Ticket, Investigate & Resolve issues notified by user community
Appropriate escalation of incidents to resolver groups, based on procedures for production incidents and for BCP events
Defining, documenting and improving processes and procedures
Ensuring appropriate classification of Incidents, adhering to SLA regarding response time and update frequency, appropriate escalation of incidents, adherence to P1 Incident Procedure
Ensure communications are being properly delivered on time, and with quality
Review and production of internal and external incident reports
Service Reporting:
Ensure daily, weekly and monthly service reporting to key stakeholders including BNPP business, BNPP Paris and BNPP UK is produced correctly
Assist with preparation of material for internal and external auditors
Business Communications:
Primary liaison between BNPP business and BNPP IT for all territory local application support issues.
Communication to BNPP business of any disruptions or changes to the application support service offered.
Communication of scheduled and unscheduled outages to BNPP applications.
Problem Management:
Review daily "hot topics" affecting Service Delivery and IT performance, e.g. KPI breaches, P1 incidents
Initial root cause analysis of problems to determine potential fixes
Raise potential fixes with appropriate work management streams and ensure resources are allocated, testing performed and fixes deployed
Co-ordination of incident reviews with platform leads and OPC team, including agreement with platforms on incident preventative measures
Co-ordination with preventative measure owners to ensure closure within expected timeframes
Reporting of problems and outstanding actions to global and local management
Analyse and make recommendations to management for issues affecting delivery of IT services to BNPP business
Audit Preparation:
Assist with preparation of material for Internal and External Auditors
Responding to queries on ongoing audits
To be successfull in the role you will possess -
Strong appreciation of production responsibilities within an international financial institution
Strong Production Incident management Skills including investigations and Resolution
Excellent hands on troubleshooting
experience of working in a "follow the Sun" ITIL Environment
Strong SQL, VBA, Excel and linux skills
Ability to build strong reationships at all levels of the business
Knowledge of global markets business areas such as Equities and Derivatives a massive advantage
Job details
Posted 09 March 2023
SalaryAU$185000 - AU$200000 per annum + Plus Super Plus Bonus
LocationSydney CBD
Job type Permanent
DisciplineTechnology & Transformation
Reference263895
