Technology Senior Manager

Senior technical role responsible for end-to-end IT infrastructure delivery, SLA governance, and client engagement for Banking and Finance operations. Serves as the primary liaison across technology teams, management, and clients - ensuring service levels are consistently met and stakeholder relationships are proactively managed.

KEY RESPONSIBILITIES

SLA Tracking & Governance

• Own and govern SLA compliance across all infrastructure platforms and service towers.

• Maintain SLA dashboards and reporting via ServiceNow / Power BI.

• Conduct SLA review meetings; implement corrective actions for breaches.

• Produce weekly, monthly, and quarterly SLA performance reports.

Client & Stakeholder Engagement

• Act as SPOC for Banking and Finance client on all IT infrastructure matters.

• Conduct Weekly/Monthly/Quarterly Business Reviews (QBRs) with clients.

• Proactively communicate service disruptions and risk mitigations.

• Manage client escalations with urgency and professionalism.

• Coordinate with vendors, partners, and management to ensure service continuity.

• Represent IT in governance forums, steering committees, and audits.

Technical Leadership & Operations

• Oversee infrastructure domains: EUC, Network, Directory Services, Genesys and Compute.

• Drive automation and process improvement to reduce operational risk.

• Oversee incident management for business-critical issues.