· Cloud based technology enabling people & data to work better together through higher education.

· Managing major incidents, joining in P1 issues on the conference calls

· Manage day-to-day activities, ensuring the process operates effectively and efficiently with all internal and external stakeholders.

· Assist in defining the major incident & process to which IT Operations and their associated 3rd party service providers.

· Coordinating the efforts of a cross-functional (internal & external) crisis management team for P1 incidents, to ensure service is restored in a timely manner

· Investigate into the Root Cause of problems, identifying the relevant groups to get involved.

· Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records

· Track Problem governance metrics and continuously seek to improve the KPIs (daily/ weekly/ monthly basis)

· Initiating, Coordinating, and enforcing systems, policies, and procedures.

· Responsible for implementing and maintaining organization’s technology infrastructure support

· Vendor management and communications.

· Stake holder management and evaluation.

· Responsible for planning, justification and evaluation.

· Manage IT Service Management, Budget allocation & managing project expenditures, Business process Improvement, Vendor management Stake Holder Management, Risk & Regulation, and SLA agreement with business.

· Application Cloud migration management & coordination between Deutsche Bank CIO business groups teams for services/operations as required.

· Managed 24x7 IT infrastructures, Incident, Problem management, Application Monitoring and OOH for the Tesco Stores, DC and Home office in UK, ROI, Korea, Malaysia, Slovakia, Czech, Poland, Turkey and Thailand.

· Monitoring escalations, critical incidents/ Problem issues & preparing root cause analysis for the same and ensuring SLA compliance for all support cases and service provisioning.

· Chairing the incident and problem review meetings & Ensuring post-review of priority 1 incidents

· Managing major incidents, joining in P1 issues on the conference calls whenever required.

· Responding to the Incident Analysts regarding escalation issues in a timely and appropriate manner

· Participants in the Incident Management process when standards and procedures are not being followed

· Efficiently handling a team, responsible for delegating work to the team members, monitoring team performance through timely feedbacks, thereby, ensuring overall team productivity and quality.

· Proactively working with teams and stakeholders in the matrix organization, analysing the support case pattern for providing solution

· Responsible for reviewing the outputs, improvement plans, implementation and creating new process for the internal operation.

· Supervising IT Infrastructure Management and ensuring compliance with the company’s policies in administration of IT Infrastructure / facilities.

· Collaborate with the team members and senior management (Managers, Technical leads, Customers and Partners) to maintain a continuous stream of information regarding the project status, progress across multiple geographies during all phases of service management and delivery.

· Developing and implementing functional policies /procedures for service provisioning and assisting in driving the knowledge management process.

· Interacting with the Stakeholders to facilitate smooth communication to understand and analyse the business requirements to identify appropriate solutions for the Stakeholders.

N/A