Director, Site Reliability Engineering

Job Purpose

'Responsible for managing & operating the center within the scope of management; Proactively monitor daily infrastructure / applications / IT services of key services (T24, ROC, COC, CARD...), ensuring key services meet the SLA committed to the business; At the same time, responsible for promptly handling alerts and incidents to recover service in a timely manner as well as remaining problems to ensure the best service provided for customers.

Key Accountabilities (1)

'Responsibilities in Administration and work operations:
- Manage coordination with other departments in IT infrastructure Services to understand system operations, as a basis for effective and stable service operation.
- Prevent incidents & problems from occurring by:
   + Proactively address weaknesses, risks, and incidents on key IT infrastructure/applications/services, from that, develop solutions to overcome and minimize them to improve service quality.
   + Responsible for periodically reviewing and assessing system weaknesses and risks.
- Manage & practice incident/problem resolution activities:
   + Manage troubleshooting and directly handle incidents & problems that occur.
   + Analyze and conclude the root causes of incidents, identify and implement solutions to quickly restore the service, avoid repetition.
- Coordinate with relevant departments to establish and apply the best methods, standards and frameworks in the operations of key IT services:
   + Training and support.
   + Improve operating processes and tools.
   + Monitor and report compliance with real-life operational activities.
- Develop, monitor and ensure the unit's expenses are within the approved budget and are spent appropriately.

Key Accountabilities (2)

'Responsibilities in Risk Management and Compliance:
- Control and ensure that the unit's activities comply with established policies, regulations, procedures, and guidelines.
- Identify risks within the unit's operations, and collaborate with relevant units to develop methods for measuring, assessing, and mitigating risks.

- Report periodically to management levels and perform other tasks as directed by management

Key Accountabilities (3)

'PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high- performing team
- Communicate the team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
- Manage team performance & provide feedback regularly (following the annual performance management cycle);
- Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Responsible for developing talents within the team
- Act as a role model and promote corporate culture at sub-function level
- Understand & communicate relevant HR offerings to team members.

Success Profile - Qualification and Experiences

'Qualifications
- Bachelor's degree or higher in finance, economics, banking, business administration, or computer science.
Experience
- At least 12 years of relevant work experience.
- Minimum of 8 years in IT development and operations at a large enterprise, especially in banking.
- At least 6 years in a managerial position.
Language Proficiency
- English as per TCB regulations from time to time.
Other Requirements
- International certification in Systems.
- IT consulting experience.
- A master's degree is an advantage.