Director, IT Operations (Life Insurance Project)

Job Purpose

The 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.

• Graduated from university majoring in IT or electronics and telecommunications.

• Have worked in the IT field for at least 12 years.

• At least 8 years of experience in IT Operation & Development or in large organizations, especially Life Insurance Companies.

• At least 6 years in management position.

• English, according to TCB's regulations in each period.

• International Certificate of System.

• Master Degree is an advantage.