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Vice President - Technology Support Lead - Infrastructure Platforms



IT, Other Engineering, Customer Service
Riyadh Saudi Arabia
Posted on Tuesday, July 2, 2024

Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Infrastructure Platforms International Services, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services in Saudi Arabia. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

  • Ensure adherence to Infrastructure Platforms (IP) Service Delivery and Technology Policies, Standards and Procedures in Saudi Arabia;
  • Provide focus on SLA management across Incident, Problem, Change & Request Management processes; Partner with Line of Business (LOB) and Employee Platforms teams understanding and driving their strategy and requirements from a Infrastructure Technology lens;
  • Provide thought leadership and experience of identification and management of risks and controls for all Infrastructure Platform solutions and applying a knowledgeable Line of Business view to how they apply and operate within the context of respective Business units; Collaboration with CTC, Compliance, Internal and External Audit and Effectively managing and mitigating risks and issues; drive awareness on risks/threats and provides counsel of IP related questions;
  • Drive in location execution of the Global IP Vulnerability Management lifecycle, including identification, reporting and remediation of vulnerability management issues;
  • Partner with all IP Product Teams and IP EMEA Technology Delivery Lead to ensure the best IP service being provided in Saudi Arabia; Ensure processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with IP Product release guidance procedures and continuously monitor;
  • Ensure IP resources engagement and capabilities as well as IP products capacity to meet both existing and new business demand;
  • Be responsible and accountable for the vendor and outsourcing management as well as the third party oversight controls for the location IP engagements;
  • Establish strong links with location/global teams leveraging common processes, function and resources to manage service delivery targets;
  • Provide problem management support to recurring incidents ensuring root cause analysis is conducted and corrective action plans are in place
  • Provide smoother experience to meet customers’ expectations in regard to the level of service they receive, “obsess about the customer”.

Required qualifications, capabilities, and skills

  • Bachelor's degree in technology related area preferred OR 8+ years of related technology experience, a significant amount of which has been at the mid-senior staff level, working with multiple technologies and complex, cross-functional project / production / service delivery, preferably in the financial services industry;
  • Background in Financial Services in highly regulated countries with an understanding of the regulatory, audit, and industry landscape and where security for both technology and data services will be assessed;
  • Knowledge of different areas of infrastructure platforms such as network, enterprise compute, storage and data protection, databases, resilience, and performance assessments, etc.;
  • Demonstrates a breadth and depth of operational service delivery management expertise in an international environment;
  • Experience in working with high-performing teams in complex program execution using various project and program management standards and methods
  • Strong leadership skills and management capabilities as well as good skills in stakeholder management, risk management, budget and vendor management;
  • Experience in Cyber Security and Control Management;
  • Strong knowledge of MS Office (Word, Excel), MS Project, MS Visio, MS SharePoint, Confluence, Jira and similar tools and application;
  • Fluent command of Arabic and English - both spoken and written.

Preferred qualifications, capabilities, and skill

  • IT people management
  • IT project management
  • IT budgeting and finance management