Job Description
Responsibilities
Direct / Contributing Responsibilities
Direct Responsibilities
1. Strategic Leadership & Operational Excellence
- Global Support Ownership: Lead a high-visibility application support team Engagement & Financial Security platforms, ensuring SLA adherence, incident resolution, and proactive risk mitigation across AMER, EMEA, and APAC.
- Service Improvement: Drive continuous improvement in Incident, Problem, and Change Management KPIs (e.G., MTTR, L3 escalation reduction) with data-driven insights and automation.
- Resiliency & IT Continuity: Own Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP) to ensure zero downtime for critical applications.
- Stakeholder Governance: Act as the single point of contact for Business, Development, and Infrastructure teams, ensuring alignment on Operational Governance, support models, SLAs, and prioritization (e.G., Follow-the-Sun).
2. Technical & Process Innovation
- Monit...
Direct / Contributing Responsibilities
Direct Responsibilities
1. Strategic Leadership & Operational Excellence
- Global Support Ownership: Lead a high-visibility application support team Engagement & Financial Security platforms, ensuring SLA adherence, incident resolution, and proactive risk mitigation across AMER, EMEA, and APAC.
- Service Improvement: Drive continuous improvement in Incident, Problem, and Change Management KPIs (e.G., MTTR, L3 escalation reduction) with data-driven insights and automation.
- Resiliency & IT Continuity: Own Disaster Recovery (DR), Business Impact Analysis (BIA), and IT Continuity Planning (ICP) to ensure zero downtime for critical applications.
- Stakeholder Governance: Act as the single point of contact for Business, Development, and Infrastructure teams, ensuring alignment on Operational Governance, support models, SLAs, and prioritization (e.G., Follow-the-Sun).
2. Technical & Process Innovation
- Monit...
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