Job Title:  Senior Support Analyst

Role & Responsibilities:

• Provide governance and administrative oversight for managed vendor resources
• Interface with senior stakeholders within the firm to provide support on issues, escalations, new requirements, operational stability in regards to vendor services 
• Be the point of contact for resource service provider to liaise for major issues, changes, new service requirement, additional skill, etc.
• Work alongside resource service provider organization to develop and manage key performance indicators for work out-tasked to them.
• Work with various internal teams like Sourcing, Legal, IT Security, outsourcing and vendor management committees, Internal Risk, Compliance and Audit teams for matters related to the service provider.
• Use modern tools and techniques to deep dive into performance metrics and create required reports and dashboards.
• Vendor engagement, service quality including Incident / Change and project coordination / management.
• Financial responsibilities: Work with the business management teams for budgeting, tracking as well as verify & approve monthly resource billing.
• Oversight of  ITSM and Incident, Problem Management structure to ensure effective governance of vendor services
• Be responsible to manage and execute key program tasks with a project rigour to include -
  • Coordination with stakeholders in defining the scope, rollout schedule and plan of the various projects
  • Organizing regular review meetings to track and update on the progress of projects
  • Managing the risks and budget of the individual projects
• Ensuring Adherence to policies and work on risk register and mitigation
• Closely coordinate on vendor management of strategic projects and service engagements

Candidate skillset requirements:

• Seasoned IT infrastructure leader
• About 15 years of Industry experience in Technology Infrastructure domains
• Proven record of Technology Infrastructure delivery, preferably in a banking environment
• Experience on Project / Program Management, Business relationship/client management and vendor management
• Strong experience on preparing Business cost / project proposals with detail technical analysis and recommendations
• Strong experience in business management, resource management areas
• Good presentation skills (verbal and written)
• Experience of working with a global team
• Highly developed interpersonal and communication skills, both verbal and written.
• Confident dealing with people at all levels.
• Strong team player
• Willing to take on responsibility and a strong sense of ownership