Head of Information Technology Operations

Posted 1 year ago by Pru Life UK

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About the job
As the Tribe Leader for IT Service Operations, the role ensures all technology services are designed and implemented in accordance with the established business support needs of Pru Life UK. The Tribe Leader collaborates across all tribes and squads in the organization to formulate the service operations strategies to continuously improve current technology services and future business requirements with respect to the services lifecycle. Primary services pillars include infrastructure, service delivery and application support.

The role also provides stewardship in the overall financial management of the IT assets and resources utilized in providing the technology services as part of the approved and agreed services catalogue. Key metrics in the performance of the role are system availability, first time resolution, problem resolution, service level agreement compliance across all technology services in scope.

Technology Service Management

Provides oversight on the delivery of technology services following agreed standards and processes including relevant resources required during the delivery of the services requested or required. This includes creation and maintenance of knowledge management repositories, artifacts for all technology services throughout its lifecycle and applicable service performance management tools.

Infrastructure Management

Day-to-day monitoring of the Pru Life UK infrastructure necessary to ensure smooth and uninterrupted business operations which includes but not limited to network, connectivity, change management, batch management and execution of relevant initiatives

Incident and Problem Management

First level support and management of P1/P2 incidents in conjunction with partner services providers, identifying root causes and establishing preventive action plans. This covers end user enquiries and concerns in head office and branches.

Application Support

Oversee implementation of short and long-term solutions emanating from incidents or production enhancement requirements raised by the various tribes or squads and end users.

Disaster Recovery and Business Continuity

Lead disaster recovery drills in conjunction with Business Continuity Management team of Pru Life UK. Identify areas for improvement based on the results of the annual DR exercise.

CI/CD

Reviews strategies for the CI/CD delivery pipelines as part of supporting all Pru Life UK tribes and squads.

IT Security

Conversant on the platform strategy, development framework, security engineering standards that may be applied in the delivery of the solutions or technologies for the desired business outcomes.

IT Asset Management

Recommends purchase and deployment of required IT assets and conducts periodic due diligence and inventory (hardware and software) deployed to end-users, head office and branches. This includes and repair and disposal of the same assets.

IT Operations Governance

Development of enterprise standards and technology infrastructure consistent with the business needs

Supplier Relationship Management

Business partner or vendor management is critical to the successful performance of the role as the delivery of the full lifecycle technology services would require collaboration and engagement with local and regional partners

Capability Ownership

Responsible for each tribe members’ ability to effectively deliver the services required through the enhancement of their technical skills. This is done via continuous learning of competencies, tools, platforms and technologies required to delivery customer value or solve customer experience problems/pain points.

Agile Management

Fosters agile mindsets and behaviors, championing and influencing a culture of growth, self-leadership and development

Requirements – Tribe Leader, Service Operations

At least 15 years of overall related experience on technology services lifecycle including 6+ years in 24/7 production or operations support covering application hosting, voice, data network, security and information protection

Education

Professional Qualifications/Licenses

Bachelor’s degree in Information Technology, Computer Science or other related courses.

Knowledge (Certification – Technical, Product, Industry, etc.)

Skills Needed

Incident Management

Problem Management

Disaster Recovery

Business Continuity

IT Asset Management

IT Security

DevSecOps

Network Management

Telephony

Data Center Operations

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How to apply? Application procedure as follows:

#1 Prepare and ready your resume/CV. You can try online resume builder from the internet.

#2 Visit the career site or web page of the company and look for the available jobs posted.

#3 Submit resume and apply online via the HR department / company’s email for application purposes.

#4 Wait for the company’s response and follow up as necessary.

#5 Visit Philippine Careers website every day for more job postings from other companies.