CRD Documents ES&D Lead
Position Description
• Responsible for Incident & Problem Management for EDG CRD Documentation platforms including outage management, escalation, client and senior management communication and metrics reporting.
• Responsible for identification of themes for ongoing instability and creation of action plans to remediate for your product area
• Responsible for working with Practice Area Leads to ensure PM stability initiatives are understood and prioritised accordingly
• Responsible for co-ordination (as required) regarding change management activities in the product area
• Interact with other EDG Service Managers to ensure consistency for Production Management services across EDG
• Liaise with CRD Documenation clients on an on-going basis to discuss stability intiatives
• Work closely with the TCS L1 Service Desk and Command Centre to ensure quality of service for CRD
• Identify opportunities to further reduce the operational burden of the EDG Application Developers either through transfer of services to L1 or potentially to a L2 team
• Work with the Practice Area Leads for CRD to understand and contribute to the Product Areas Strategic Vision
• Responsible for BCP and local event management for your region and globally on a rotational basis
• Responsible for interaction with the CRD CTB Team during all aspects of the software development lifecycle to promote stability.
Skills Required
- Understand technical incident management in a financial firm
- Understand SDLC process and deployment procedures
- Understand distributed technology and its challenges
- Able to manage and motivate a global team
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