Responsibilities:

📍Ensure customer satisfaction through proper solution design delivery, system/application life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability, audit readiness) and external (e.g. CFTC license) compliance. 📍Incident Management, Problem Management & Automation Ensure Service Management Reporting as per Service Catalog and per stakeholder/business requirements (e.g. availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption) 📍Oversee all service-related data in concerned repositories/tools (e.g. HPSM, SNOW, JSM, CMDB etc.) and maintained with good data quality Ensure SLAs are under proper lifecycle management 📍Develop Disaster Recovery Plans and manage DR Tests 📍Run and oversee Incident washups 📍Run weekly Release washup and CAB meetings 📍Assist in building out a CMDB 📍Operationalize the BCP protocol 📍Provide downtime reporting with regards to application outages 📍Create monthly Service Management Risk report 📍Support optimization and harmonized implementation of Service Management framework 📍System and Application Management 📍 Secures audit readiness and find resolution. Manages external audits, e.g. Internal auditors, CFTC 📍Knows ISO27001 and is able to take the organisation towards compliance 📍Performs application monitoring 📍Enterprise Technology Risk Assessment (ETRA) 📍Responsible for risk identification, assessment, mitigation and continuous improvement across all IT infrastructure, information system/assets of the organization