Senior Manager, IT Operations (40001116)

Job Purpose

The Senior Manager, IT Operation is responsible for developing, managing và operating IT infrastructure/applications/services, ensuring all services meet SLAs committed to business.

Key Accountabilities (1)

Main work:
- Understand at expert level the monitoring needs of business & IT, provide the necessary dashboards. 
- Coordinate with other Sub-functions in the IT infrastructure services to understand the operation of the systems, as a basis for the efficient and stable operation of services.
- Develop and optimize operation guildlines, procedure, process, and framework.
- Standardize, build, perform, and manage overall IT operation solutions for IT infrastructure, applications and services.
- Monitor all IT infrastructure, applications and services, and alert timely about all abnormal events.
- Communicate IT incidents internally, coordinate relevant units to recover services/systems, investigate the root cause, propose resolutions, and implement the solutions.
- Responsible for finalizing and communicating the Incident Report.
- Provide L1, L2 support for IT infrastructure services within the defined SLAs.
- Continuously find any opportunity to apply automation on IT operation, minimizing human mistakes to the fullest.
- Apply changes on Production environment, including On Prem and Cloud.
- Report periodically to the Director, IT Operations.

Key Accountabilities (2)

Risk management and compliance:
- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.

Key Accountabilities (3)

Maintaining a stable operation system:
- Daily check on operation outcome and resolve any abnormalities.
- Oversee the maintenance tasks for IT systems (archive, back-up, restore, etc.)
- Proactively propose solutions (scale out, scale up, etc.) to serve the business plan and the system growth.
- Proactively provide statistics on infrastructure resource, transactions, users growth, etc.
- Take over the systems from the Bank's strategic projects to put into operation as defined framework.
- Execute DRP following the defined plan.
- Run end-of-day of operation system (T24, Card, Kondor, DWH, etc. if any).

PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high-performing team
- Communicate 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.

Key Relationships - Direct Manager

Operation Director

Key Relationships - Direct Reports

Officers and employees

Key Relationships - Internal Stakeholders

Departments in IT and business

Key Relationships - External Stakeholders

Service Provider Partner

Success Profile - Qualification and Experiences

'Qualifications 
- Graduated from university majoring in IT, electronics and telecommunications, business administration, or finance and banking
Work Experience
- Have worked in the IT field for at least 8 years
- At least 8 years of experience in IT Infrastructure/Application/Service operation & monitoring or in large organizations, especially banks
- At least 5 years in management position
Foreign language
- English, according to TCB's regulations in each period
Other requirements
- International Certificate of System
- Master Degree is an avantage