VP/SVP, Operations Support Specialist, SRE
2 weeks ago
We are seeking a detailed oriented and resilient Operations Support Specialist to join a team of over 1,200 L1 technical support professionals across application and infrastructure domains. This role is critical in ensuring 24/7 operational excellence, rapid incident response, and sustained service reliability. The ideal candidate will bring proven experience in high-pressure environments, ensure operational discipline.
Key Responsibilities:
1. Operational Excellence & Incident Management
- Ensure consistent and high-quality triage of incidents, service requests, and alerts across all domains.
- Adhere to clear escalation paths and real-time collaboration with L2/L3 teams for resolution.
- Monitor key operational KPIs including Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).
2. Crisis Management
- Coordinate with Operational Leads during high-severity incidents (e.g., Sev1/Sev2)
- Support post-incident reviews (PIRs), root cause analysis, and long-term remediations across teams.
- Partner with Business Continuity Planning (BCP), SRE, and Risk teams to strengthen the organization's crisis readiness.
3. Process Governance & Continuous Improvement
- Ensure standard operating procedures, production access controls, and audit compliance.
- Support continuous improvement initiatives to optimize workflows, reduce manual effort, and enhance first-line resolution.
- Promote automation and knowledge base usage to improve efficiency and consistency across shifts.
4. Risk & Control Management
- Ensure strict adherence to segregation of duties, least privilege principles, and secure room protocols.
- Mitigate operational risk by implementing robust detection, escalation, and verification mechanisms.
Qualifications & Experience:
- 12 years in IT Operations, including 5 years in high-availability environments.
- Experience in managing operations across both application and infrastructure domains.
- Strong troubleshooting and analytical skills.
- Familiarity with ITSM platforms (e.g., ServiceNow), monitoring tools (e.g., Splunk, AppDynamics), and automation frameworks.
- Sound understanding of ITIL, operational risk, and regulatory requirements in a financial services context.
Preferred Attributes:
- Resilient mindset with a focus on long-term stability and scalability.
- Experience working in or with an enterprise command center setup is an advantage.
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