Service Manager - Deutsche Bank - Moscow

Role Description:
The service manager role is responsible for the ongoing stability and daily operations of the FCL application including (but not limited to) client communication, incident management, (non-project size) enhancements, system monitoring, preventative maintenance schedules, SLA (agreement and reporting), SOX, Audit and internal db IT commitments.  
It will require an ability to quickly absorb business domain knowledge as well as very good problem solving skills, communication skills and good organisation to manage users and client stakeholder communications during incidents and as part of regular daily operations/ monthly releases. 

Responsibilities:
In addition, the role involves managing and developing the capacity/ efficiency of the SL1 and SL3 vendor support teams (15+ people in Russia and India).  This will include, but is not limited to:
• Setting and policing support protocols (eg. run books, monitoring responsibilities, SLAs, communication and reporting standards/ approaches, etc.); 
• Coaching support staff to follow and improve support processes and skills;
• Measure (and remediate as necessary) vendor delivery performance against appropriate metrics (across timeliness and quality);
• Develop and improve the release management and code migration procedures;
• Motivate the teams and address point issues/ conflicts as they arise
• Interview new team members and assist with onboarding

Experience/Background:
• 5+ years as an IT project manager a key division of a large financial institution 
• Service/ support management experience of 3+yrs
• Including strong delivery record of at least 2 complex  support roles or implementations of 9+ months in duration across time-zones
• 3+ years experience with remote vendor management
• 3+ years experience in Application development and design
• Thorough understanding of the software development lifecycle including testing
• Java & Oracle

Desirable Skills:
- Unix (Solaris) experience
- Basic Understanding of Finance/ Risk functions within investment banking (preferably FX)
- Informatica

Это сообщение отредактировал(а) DAnna - 30.6.2009, 14:37

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Извиняюсь, не удержался

  
Добрый день,
не могли бы вы уточнить, что веселого было в данном требовании? 

Спасибо!

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