Director, IT Operation & Infrastructure -Life Insurance

Job PurposeThe Director, IT Operations is responsible for managing & operating IT Infrastructure Services function; proactively monitoring and immediately responsing to system incidents; managing incidents, problems, and ensuring respective units resolve the identified issues to make sure the incidents are not repeating.Key Accountabilities (1)Main work:- Coordinate with other departments in the IT infrastructure services to understand the operation of the systems, as a basis for the efficient and stable operation of services.- Prevent the incidents & problems from happening by:+ Proactively address weaknesses, risks and problems on the IT infrastructure/applications/services then develop remediation plan to mitigate them in order to improve the quality of services.+ Periodically review and assess the weaknesses, risks of systems.- Manage & hands-on on incidents/problems solving activities:+ Manage the troubleshooting and directly handle the occurred incidents & problems .+ Analyze and conclude the root cause of the incidents & problems, define & implement the solutions to recover the services quickly and prevent them from repeating.- Cooperate with operation functions to establish and apply operation best practices, standards and frameworks into the IT service operation:+ Train and support.+ Improve the operating processes and tools.+ Monitor & report the compliance of the operation activities in real-life.- Develop, track, and ensure the unit's costs are under the approved budget & well-spent.- Report periodically to the Head of IT Infrastucture Services.Key Accountabilities (2)Risk management and compliance:- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.Key Accountabilities (3)PEOPLE MANAGEMENT- Attract, onboard and retain the right talents for a high- performing team- Communicate the team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members- Manage team performance & provide feedback regularly (following the annual performance management- Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc.- Motivate and recognize team members’ contributions towards the team’s shared goals- Responsible for developing talents within the team- Act as a role model and promote corporate culture at sub-function level- Understand & communicate relevant HR offerings to team members.