Director, IT Operations (40001115)

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.

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.

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.

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.

'Qualifications

• Graduated from university majoring in IT or electronics and telecommunications.

Work Experience

• Have worked in the IT field for at least 12 years.
• At least 8 years of experience in IT Operation & Development or in large organizations, especially banks.
• 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.