Manager Information Technology Database Services Service Level Management

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• Reporting to the incumbent are internal and
• contracted resources that may include any or all the following: Senior IT
• Analysts IT Analysts (various levels of experience) Associate IT
• Analysts and other technical or customer liaison personnel at various
• levels.
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• This role also ensures standard work is
• defined monitored and supported to ensure the scope of services achieve
• and maintain compliance to internal policies and procedures including those
• relating to sustainability cybersecurity SOX and IT General Controls
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• This position directs the work efforts of
• professional and technical employees and contracted resources that provide
• consulting services; and define design develop implement and maintain
• different applications. Also while ensure consistent service levels from
• managed services partners is also required to have a sound understanding
• of ITSM processes. The incumbent provides guidance and results review to
• ensure customer quality needs are met.
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• The incumbent makes efficient use of available
• information technology and must be aware of technology trends to develop
• compatible systems. Utilizes group standards practices and processes;
• establishes manages and reports adherence to schedules and may
• contribute to resolution of complex problems and systems challenges that
• involve careful interpretation analysis and diagnosis.
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• Anticipates potential systems difficulties
• related to complex problems identifies alternatives from many choices
• and recommends the best solutions. Considers interrelationships of the
• functional areas involved assures timely communications among related
• areas to support the creation of effective reliable systems to meet
• changing business needs of multiple customers and corporate requirements.
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• The incumbent reviews standard courses of
• action and recommends the best options. The job requires the ability to
• create and make clear and useful presentations based on ideas issues and
• observations and also should provide communications to staff helps manage
• the technical training and development of staff assists in career
• development planning including responsibility for the motivation of staff
• to meet objectives formal performance evaluation of staff and is
• accountable for accomplishment of group objectives.
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• The incumbent contributes to the improvement
• in system efficiency costs and quality and works closely with IS
• management Business Managers Division Managers and customer management in
• selecting projects and keeping them informed of progress and major
• problems. Works closely with the systems architects to explore
• alternatives and contributes to system evolution.
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• Provides input to staffing decisions counsels
• staff and may serve on special projects and committees. Participates in
• the objective setting and business planning process and assists with cost
• containment and improvement efficient use of resources and customer
• satisfaction. The incumbent develops wellprepared action plans for the
• current year and has a clear sense of what needs to be achieved in the
• year to come. Limited travel may be required to make presentations and
• assure satisfactory operation of installed systems. The incumbent assumes
• the role of Project Sponsor for one or more 6 Sigma projects.
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• This position requires a relevant
• degree and/or 1215 years of progressively complex experiences.
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• Requires around 5 years of prior
• people and technical managerial experience in applications or
• infrastructure areas. In addition to that a broad background in system
• software support development methodologies business planning and
• project management expertise is desired.
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• Extensive knowledge in managing complex
• infrastructure projects related to Database deployment and operations is
• necessary.
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• Previous experience in Public
• Cloud Service Management and supporting large cloud service technologies
• is necessary (Microsoft Azure AWS or similar)
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• Prior experience in managing
• large Database Teams with skillsets/technologies
• like Snowflake Oracle SQL Server DB2 MySQL and Teradata.
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• Should have good experience in
• Service Level Management (ITSM) for new and changed services define the
• services KPIs and metrics and specify service level targets and be
• accountable for proper incident & problem management with the
• suppliers and should have acted as escalation point in case of SLA
• violations.
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• Skilled in executing business
• objectives through collaboration and decisive actions. Provide guidance to
• the team in resolving issues in a timely manner and lead technical teams
• with focus on innovation and continuous improvement.
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• Should have diagnostic and
• analytical ability along with good interpersonal teaming delegation and
• leadership and communications skills.
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• Strong troubleshooting problem solving and
• conceptualization skills.
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• Having good knowledge of industry standard
• policies standards and procedures is a plus.
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