AVP - L2 Production Support - Central function

Position Summary

The incumbent will be leading the central function for application operations, primarily responsible to provide oversight to the overall applications production support for the NETS’s Payments System applications to ensure maximum service uptime in accordance to the regulatory requirements.

SRE Lead owns and manages the end to end IT services, ensuring IT services are delivered timely to the business. He will be responsible to lead and manage the SRE – Production team to provide daily BAU support for application incidents, production application maintenance, installations, system upgrades, application patches as well as managing vendor engagements.

Key Responsibilities

Production Stability

• Ensure IT production stability for the application, Drive incident recovery to ensure faster incident turnaround reducing the overall MTTR within their own domain
• Drive continuous Service improvements with the applications and production team and Incident/Problem manager to track and drive continuous service improvement by coordinating with different relevant application teams, with the data and actions gather through blameless incident postmortem.
• Lead and guide the L2 Production team members for daily BAU task (incident & service request)
• Conduct trend analysis with the operational data gathered, to identify and drive service improvement independently to enhance production stability and resiliency.

Change and Release

• Work closely with Project team to Ensure transition effort is per IT governance including NFR, Application Operational Readiness, supportability, and automation.

• Provide guidance to PM /PO for prioritization on NFR related user stories.

• Involved in the early Project requirements gathering, analysis, system integration test, and user assisted testing as part of the Software Development Lifecycle (SDLC)

• Change release reviewer and approval. Gatekeeper for any change in the IT Service, as such decides with the Application Responsible on production readiness from IT perspective: Provide Go / No Go recommendation for IT Service Changes

Other topics (Process / Governance)

• Execute required audits and control, manage all risk items tracking and remediation activities.

• Support Disaster recovery exercises, including responding to level 2 incidents, to diagnose, troubleshoot as well as coordinate with the Application Development team for the successful resolution of issues.

• Operations KPIs: Ensures data quality for IT Operations KPIs by enforcing rules for usage of Jira and HPSM.

• Owns Service and Asset Configuration Management of allocated IT Services (Servicenow,  IAM roles)

• Owns IT Service Continuity Management for allocated IT Services

• Liaise and engage with Product owner and business stakeholders as part of ITSM function.

• Ensure that stakeholders comply with the organization’s policies and procedures to determine required areas of improvement to optimize systems efficiency and increase productivity through automation of tasks.