16 feb
Finastra
Guadalajara
Responsibilities What will you contribute? Reporting to the Cloud Delivery Manager, the Service Delivery Manager/Disaster Recovery Coordinator is a key interface and liaison between Finastra internal business line, technology organization, support teams, and customers, contributing to the overall delivery of technology and services to ensure a good customer experience.
The Service Delivery Manager/Problem Manager/DR Coordinator is accountable for managing the lifecycle of all Finastra solutions, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure an increased customer experience.
As a member of the Service Delivery team,
the Service Delivery Manager/Disaster Recovery Coordinator will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures.
This includes, but is not limited to facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre-determined SLAs.
The Service Delivery Manager/Disaster Recovery Coordinator role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities.
The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIs, SLAs, and CSFs.
The incumbent will provide governance and oversight; maturing the process and driving problem management adoption, as well as providing governance and oversight of Disaster Recovery exercises aimed to ensure our services meet Business Continuity requirements.
Service Delivery Manager Role and ResponsibilitiesThe IT Service Delivery Manager is a key interface and liaison between Finastra internal business line, technology organization, support teams, and customers, contributing to the overall delivery of technology and services to ensure a good customer experience.
Key functions of a Service Delivery Manager:Day-to-day service commitmentsIncidents review and engagement of resourcesProblem management review and oversightReview change requests and oversee to ensure the result of change issues are mitigatedEnsure proper testing in placeService Level Management such as Uptime Reporting and driving Root Cause Analysis including the production of a client-facing reportSingle point of contact for line of business and client escalations ensuring steady state operationsService Portfolio Management – determining product uptime availabilityReconcile, if/when needed, Incident severity, outage record time stamps, service availabilityMajor IncidentsJoin bridge, and ensure relevant teams are on, escalate if resolution is delayed or resources are lacking.Co-drive incident resolution with the Incident manager.Assist in notetaking for later RCA.Check recent 72-hour change logs for possible incident causesEnsure stakeholder communication and regular updates to senior management.
Support the Incident Manager with capturing the impact and application or business specific updates.Validate backup and failover processes are in place and activated if needed.Problem ManagementCoordinate RCA session timing and attendees with the problem management team.Co-drive discussion to determine root cause and lessons.Review RCA with the Problem Manager; involve the Service Owner as needed.Own the RCA process for Severity 1/2/3 incidents.Change ManagementService Delivery Manager is responsible to review and approve changes: assess impact and urgency and assess and review information in the change request for accuracy and completenessLiaise with the Change Advisory Board (CAB) for change approvalsFacilitate communication of change schedules to stakeholdersReview post-change reports to ensure objectives metDisaster Recovery Coordinator Role and ResponsibilitiesThe DR Coordinator is responsible for developing, implementing, and managing disaster recovery DR Runbook for the Lending line of business at Finastra.
This role ensures all plans are up to date to enable continuity and recovery of critical systems and data in the event of a disaster or disruption.
Key functions of a Disaster Recovery Coordinator:DR PlanningDevelop and maintain comprehensive disaster recovery plans and procedures.Define scope, objectives and scenarios for the exercise (Ops or SDM)Ensure all necessary resources, tools and personnel are aligned and prepared for the DR exercise on timeConduct risk assessments and business impact analyses to identify critical systems and processes (DR gaps, findings)DR ExecutionCoordinate entire DR exercise with technical teams according to the predefined and signed off planCoordinate entire DR exercise with NOC, MI, Monitoring teams to inform about the start of the exerciseMonitor the exercise to ensure all steps are followed correctly,
escalate in real-time if any challengesRecord detailed observations from the plan and the impact on recoveryPost-DR exerciseAnalyze the results of the DR exercise to identify strengths and weaknessesPrepare comprehensive DR reports on the outcomes of the DR exerciseIncident response during DR exerciseLead the response to DR incidents on Cornerstone productsCollaborate in the post-incident reviews and drive/coordinate the implementation of improvementsCompliance and DocumentationEnsure compliance with Industry standards and regulatory requirementsEnsure DR exercises are aligned with DR Finastra policy, DR processPerform regular maintenance and updates to DR tickets, processes and runbooksRequired Experience:5-years experience in a Service Delivery Manager / Program Manager role in a Technology organizationDegree in Computer Science, Electronics,
Business IT or related majorITIL 4 (IT Service Management) certification preferredExcellent written and verbal communication in EnglishProactivity, accountability, agency, problem solving, analytical abilities, attention to detail
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