Director, IT Operations (Life Insurance Project)

Job PurposeThe Director, IT Operations is responsible for managing & operating IT Infrastructure Services function; proactively monitoring and immediately responding to system incidents; managing incidents, problems, and ensuring respective units resolve the identified issues to make sure the incidents are not repeating.Key Responsibilities/Major Tasks/Principal Accountability• 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 Infrastructure Services.• 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.• 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 cycle);• 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.