Experience
10+ years of progressive experience in IT application support / production operations in a managed services or outsourcing environment.
Minimum 5 years in a leadership or managerial role overseeing multi-tier support teams (L1/L2/L3).
Proven experience in standing up new teams, building processes from the ground up, and driving operational maturity.
Hands-on experience with both Mainframe (CA7, Autosys, JCL, COBOL ecosystem) and Open Systems (Java, middleware, distributed platforms).
Strong track record of managing customer relationships at a senior level in financial services or similarly regulated industries.
Experience driving left-shift / knowledge transfer programs across large application portfolios.
Technical Skills
Batch scheduling & monitoring: CA7, Autosys, Control-M (familiarity with at least two).
Mainframe environment: JCL, COBOL, DB2, CICS working knowledge sufficient to guide L2 team.
Open Systems: Java/J2EE, middleware (MQ, Kafka), Linux/Unix, SQL databases.
ITSM platforms: ServiceNow (Incident, Change, Problem Management modules).
Monitoring & observability: Familiarity with tools like Splunk, Dynatrace, AppDynamics, Nagios, or similar.
Automation & scripting: Python, Shell scripting, or PowerShell; exposure to RPA or intelligent automation is a plus.
Leadership & Soft Skills
Exceptional stakeholder management and executive communication skills ability to influence without authority.
Strong organizational and coordination skills to manage dependencies across 10+ portfolios and 50+ applications.
Data-driven mindset ability to define metrics, build dashboards, and present insights to drive decisions.
Proactive, self-starter attitude comfortable operating with ambiguity during the team's ramp-up phase.
Experience managing onshore-offshore delivery models with cultural sensitivity and time-zone awareness.
Strong problem-solving and conflict resolution capabilities.
5. Preferred Qualifications
ITIL v4 Foundation or higher certification.
Experience in financial services / wealth management / brokerage industry.
Familiarity with DevOps practices, CI/CD pipelines, and shift-left methodologies.
Exposure to AI/ML-based automation for IT operations (AIOps).
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