18 feb
Finastra
Guadalajara
.ResponsibilitiesWhat 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
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.