Global Markets Production Support Manager

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

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Global Markets Production Support Manager

Sydney CBD Posted about 3 hours ago

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