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Detailed Job Description:

Manage and adjust shift and work allocation (Service Desk Contacts/ Tickets) by keeping a close eye on KPIs including Incident Metrics, Service Delivery Channels. Manage, maintain, and exceed SLAs and SLOs as per contractual thresholds. Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved. Execute and monitor established controls to ensure adherence to regulatory requirements.  Provide regular coaching and proactive feedback to Service Desk Analysts including but not limited to, regular meetings, just in time mentoring, regular knowledge transfers Collaborate with Service Desk Lead to monitor and report on service level metrics and response times on a dashboard, proactively remediate service level issues. Identify trends and opportunities for improvement and drive Continuous Service Improvement meetings. Articulate and able to analyze daily/weekly trends and focus on delivering SLA/SLO and  Manage and distribute workload and provide strategic process improvement to maintain with the ever-changing business priorities. Manage resource allocations & capacity to achieve workload efficiency and personal/professional development. Ability to be on-call 24/7 for technical and non-technical escalation. Will play a role in the ongoing IT strategic planning process. Responsible for updating runbooks, workflows and documentation relating to all the technologies in scope. Continuously update onboarding/offboarding forms, document, process and procedure Investigate all recurring and lengthy support issues and make recommendations for improvement. Ensure all policies and procedures are documented and kept up to date, which comply with the various banking policies, compliance requirements and audit standards.

Certifications:

MCSA or any cloud certification preferred. ITIL V4 Foundation.

Education & Experience: Engineering Graduate with minimum 7 years of progressive management experience managing Service Desks or End User Support organizations.