Job Purpose
The Director, IT Operations is responsible for managing & operating IT Infrastructure Services function; proactively monitoring and immediately responsing to system incidents; managing incidents, problems, and ensuring respective units resolve the identified issues to make sure the incidents are not repeating.
Key Accountabilities (1)
Main Work
- Coordinate with other departments in the IT infrastructure services to understand the operation of the systems, as a basis for the efficient and stable operation of services.
- Prevent the incidents & problems from happening by:
- Proactively address weaknesses, risks and problems on the IT infrastructure/applications/services then develop remediation plan to mitigate them in order to improve the quality of services.
- Periodically review and assess the weaknesses, risks of systems.
- Manage & hands-on on incidents/problems solving activities:
- Manage the troubleshooting and directly handle the occurred incidents & problems .
- Analyze and conclude the root cause of the incidents & problems, define & implement the solutions to recover the services quickly and prevent them from repeating.
- Cooperate with operation functions to establish and apply operation best practices, standards and frameworks into the IT service operation:
- Train and support.
- Improve the operating processes and tools.
- Monitor & report the compliance of the operation activities in real-life.
- Develop, track, and ensure the unit's costs are under the approved budget & well-spent.
- Report periodically to the Head of IT Infrastucture Services.
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)
PEOPLE MANAGEMENT
- Attract, onboard and retain the right talents for a high- performing team
- Communicate the 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.
Success Profile - Qualification and Experiences
Qualifications
- Graduated from university majoring in IT or electronics and telecommunications.
Work Experience
- Have worked in the IT field for at least 10 years
- At least 8 years of experience in IT Operation & Development or in large organizations, especially bank or financial institutions or insurance business
- At least 6 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 advantage.
