Job Title:


Lead

Department:

CIB IT Production



Location:


Chennai

Business Line / Function:

ITIP / IN IT Client Services

Reports to:

(Direct)

Senior Manager /Manager IN IT Client Services/Customer

Grade:

(if applicable)

(Functional)

Number of Direct Reports:

NA

Directorship / Registration:

NA

Position Purpose

Responsible for End User Computing Services mainly Client Service, Managing IT infrastructure helpdesk support team with the Objective of ensuring optimum connectivity across the organization. Responsibility also include 2nd Level support for new branch/expansion of IT Infrastructure setup and support. Technical coordination with the vendors and provide assistance to Manager IT Infrastructure on various initiatives.

ITIP members in the site will functionally report this position.

Responsibilities

Responsible for IT Client Services, Managing end user computing team with the Objective of ensuring optimum services across the organization. Responsibility also include 2nd Level support for new branch/expansion of IT Infrastructure setup and support. Technical coordination with the vendors and provide assistance to ITIP team on various initiatives.

• Prepares IT service delivery plan in line with business plans for Business in India along with global directives,
  • Understand the local business plans/need and identifies synergy with IT strategy.
  • Ensures unified business model is effectively communicated and implemented in an efficient manner.
  • To liaise with India ITIP teams for backend infrastructure support.
  • The Operational point of contact for senior business representatives and responsible for developing positive relationships with the business and ensuring operational issues raised by the business are owned and managed.
  • Closely work functionally with Head of DCX ITIP CIB IT production & Head of CIB IT production.
• Manages IT Projects and costs,
  • Ensures prioritization of BNPP objectives.
  • Reviews performance against budget and implements corrective action.
  • Documents small- to medium scale projects and delivers presentations with minimal supervision.
  • Organizing partnership meetings between Business leaders and IT team to discuss issues, upcoming projects and changes and process enhancements.
  • Planning of project activity within business area, monitoring and reporting to business sponsors on delivery.
• Ensure that the right technology and solutions are available for business efficiency,
  • Maintains an up-to date awareness of new developments in information technology and systems as well as available procedures and applications to evaluate their effectiveness in solving business IT Infra problems
  • Coordinate and establish contact with Global teams.
  • Recommends replacement, up-gradation or implementation as necessary.
  • Ensuring IT services are aligned with the capacity planning forecasts.
• Ensure efficient and cost effective IT support is available for operational efficiency of business,
  • Facilitate service delivery support (day-to-day requirement) with the help of internal IT teams.
  • Engaged during Priority 1 issues to help define and communicate the issue and any necessary changes needed to resolve the issue.
  • Issue management for non-priority 1 issues as needed.
  • Actively involved in communication of lengthy issues, reviews of trends across recurring issues and leading it through completion.
  • Aware of all critical changes to infrastructure and applications that could impact service delivery to their business customers.
  • Plan, design and implement IT disaster recovery plans which form a component of business continuity planning along with ITIP ICO.
• Responsible for attracting, retaining and growing a competent and professional IT team,
  • Ensures appropriate training and development interventions.
  • Conducts timely and transparent appraisals as per BNPP framework.
  • Actively manages vertical and horizontal career development of team.
  • Supervise outsourced SERVICEDESK/ Desk side support team.

Technical & Behavioral Competencies

• Excellent analytical skills.
• Strong relationship management skills.
• Strong management, project management, leadership skills and excellent complex problem solving skills.
• Strong writing, communication and presentation skills to audiences of different sizes and levels of seniority.
• Must be self-motivated and show initiative in different circumstances and under pressure.
• Must be team-oriented and show ability to work well under pressure.
• Flexibility in working outside of your responsibilities and areas of expertise.
• Multitasking ability.
• Solid experience in various domains of solutions delivery (BFSI systems) and service delivery (server, network infrastructure and information system security etc.) is preferred.
• Basic Knowledge and clear understanding of IT infrastructure.
• Good management, coaching and staff development skills.

, *
Specific Qualifications (if required)

• The individual will be required to have knowledge & understanding of various service / regulatory standards, work processes & procedures such as ITIL, ISO, Project management etc.
• Proven hands-on Industry experience preferably in a finance company (BFSI Segment).

Skills Referential

Behavioural Skills : (Please select up to 4 skills)

Decision Making

Critical thinking

Ability to collaborate / Teamwork

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Ability to manage a project

Ability to inspire others & generate peoples commitment

Ability to set up relevant performance indicators

Analytical Ability

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 10 years

Other/Specific Qualifications (if required)

ITIL Certification