Infrastructure Tech Senior Lead Analyst

The Infrastructure Tech Senior Lead Analyst is accountable for the overall infrastructure service delivery and improvement, business engagement, project & demand management, estate, and financials.

This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the service level and stability of business services. Applies in-depth understanding of the business impact of technical contributions. Accountable for delivery of a full range of services to one or more banking businesses. Excellent communication skills required to negotiate internally, often at a senior level. Exercises control over resources, policy formulation and planning. Involved in short
- to medium-term planning of actions and resources to remediate or improve service performance and continuity.

**Responsibilities**:
**Client Services**
- ** Stakeholder Mgmt**:

- Responsible for the overall relationship between Infrastructure Team and the IT team
- Primary point of contact for questions and escalations; drive remediation with appropriate Infrastructure teams.
- Provide clear and consistent communications across the businesses of Infrastructure activities impacting Consumer technology
- Provide clear communications to the Infrastructure Management team regarding business activities.
- Prepare and deliver monthly LOB/Domain MOR’s to CIO’s/ Tech Heads and deliver message on health of business
- Facilitate the annual client satisfaction survey, communicate results, and drive action plans for YOY improvements
- ** Project Delivery**:

- Facilitate the initiation and communication of Infrastructure Strategic Initiatives that impact the Consumer clients.
- Provide Senior Leadership from initiation to implementation for key business projects.
- ** Infrastructure Roadmap**:

- Publishes forward view of the Consumer infrastructure roadmap
- Engage Consumer teams to review infrastructure solutions and deployment strategies.

**Service Delivery**
- Joint accountability for the services (service health, risks, performance) within your respective client organizations
- Partner to facilitate the management of incident/ problem activities.
- Ensure data capture in ServiceNow is accurate; assist in making as complete as possible with right context
- Assess service readiness of all major releases/ implementations.
- Partner with Production Mgmt on service risk and process maturity assessments and drive remediation of SIPs.
- Review capacity needs of the Consumer environments and ensure demand forecasts are evaluated and cared for.
- Identify any underutilization of resources that may provide an efficiency opportunity.
- Maintain end-to-end configurations for services in partnership with Production Mgmt Configuration Manager
- Support the reviews of the Service Provider to meet/exceed SLA’s.

**Estate Management**
- Understanding of Estate Risk Profile and Resiliency for respective Consumer clients
- Drive remediation of all priority (tier 1 & 2) EOVS and tech mandatory activities.
- Understanding of Estate utilization, capacity planning, target platforms and transition strategy
- Deliver on Productivity targets for business

**Financial Management**
- Coordinate the Infrastructure annual plan process and deliver plan reviews with respective Consumer clients.
- Define key business volume drivers, opportunities, and targeted improvements
- Develop and deliver Financial Reporting required by the regions/LOBs/countries.
- Manage the Consumer demand strategy and provide demand analysis to the Consumer businesses
- Partner with Estate Mgmt on EOL/EOVS/Optimization/app retirement inventory and define the costs/benefits.
- Perform chargeback analysis and facilitate any billing disputes and resolutions.
- Provide cost modeling and “what if” scenario analysis
- Identify financial control process gaps/pain points and drive service improvements.

**Qualifications**:

- 15+ years of overall experience in IT
- 8-10 years of relevant experience over infrastructure implementation role or senior level experience in an Infrastructure Support role with SME in one or more areas (ie open systems wintel/Linux or openshift/PCF, network/communications, Mainframe Unisys/Tandem/IBM, or SAN/VMware infrastructure)
- Successful experience managing service performance of infrastructure production environments
- Experience for technical leadership of SRE team including processes design, establishing and monitoring for automation, self-healing and chaos engineering with focus in infrastructure.
- Experience in leading, diagnose and troubleshoot to solve Major Incidents in production environment.
- Budget management, Risk & Control management, influencing skills
- ** Education**:

- Bachelor’s/University degree, Master’s degree preferred
- Certification in one SME area
- Support the end-user satisfaction process (NPS) and service improvement programs
- Knowledge in infrastructure monitoring tools
- English / Span