Technology Platform Engineering & Operations Lead - India - Managing Director

Overview

As part of Global Technology Services (GTS), Technology Platform Engineering & Operations (TPEO) – India Managing Director will promote excellence and collaboration throughout Technology Operations, while enhancing technology services, minimizing incidents through automation and proactive monitoring, decreasing time to delivery through process re-engineering, and accelerating our continuous delivery programs. He/ she will also work closely with all business entities in our India offices and across all technology groups within the firm, delivering first class service to our businesses across State Street. This role will also be responsible for leading the Production Management organization in India, an organization that delivers highly secure, reliable, efficient technology operations services that are focused on the needs of all State Street business.

Key Accountabilities

• Global Lead for Managed Service Vendor Partnerships
  • Managing the vendor partnerships for TPEO for globally-deployed managed services
  • This role will operate across ~$117 M of spend and for >3,000 vendor partner staff providing critical services to the enterprise
  • Empowered to optimize our spend, value, complexity, risk, service levels and strategy for these key partnerships
• Responsible for leading all the teams across Technology Platform Engineering & Operations in India which includes Platform Engineering, Critical Systems Engineering, Production Management, Global End User Digital Experience and the iCTO (Infrastructure CTO) functions.
• Accountable for delivering all the IT Infrastructure Projects in India, working closely with different teams within Global Technology Services and wider State Street
• Be the trusted partner for the operations in India across Global Delivery, Global Finance Services, Global HR, Global Technology Services and State Street Global Advisors
• Provide Governance and oversight to IT projects, and Technology Service delivery to our Joint Venture Operations in India

 Production Management is a critical function within TPEO, providing 24 x 7 x 365 support for majority of Applications and Infrastructure across the bank. The function operates from multiple locations across the Globe with India having a significant presence across different teams. The role is expected to

• Work closely with global leads and develop and implement the vision, strategy and operating model for all processes and functions
• Take complete responsibility for executing all Production Management goals within the country
• Drive the teams for high availability of platforms for State Streets clients, in particular focus on high availability of high volume and highly critical services
• Participate and drive any Major Incidents impacting operations during APAC and EMEA business hours

Work closely with the Service Delivery partners in India and establish strong oversight and governance, aligned with vision and strategy of the Global Service Owners

• Effectively communicate complex technology issues to executive management; act in a constructive fashion with other department heads to improve efficiency and effectiveness
• People Management:  Driving the TPEO Vision and priorities across Technology Platform Engineering & Operations staff in India and provide the leadership needed to maintain and improve the employee engagement, manage attrition and improve collaboration (Within the team as well as with the Service Delivery partners). Work closely with the matrix management organisation to ensure alignment with the functional priorities, while implementing any initiatives locally.
• Service Delivery Management – State Street’s operations in India, constitutes a large percentage of our global operations with direct impact on Client Deliverables. The role is expected to:
  • Work cross functionally, across the technical towers, to monitor and ensure delivery within the Service Level Agreements.
  • Track and report against established metrics.
  • Manage performance dependencies across peer IT infrastructure organizations.
  • Escalate appropriately to resolve service delivery issues.
  • Provide actual delivery metrics and work with the Global Service Owners to provide reporting to the business through the Service Level Management framework.
  • Work with the business / operations to obtain a clear understanding of the internal / external customer requirements.
  • Provide technical expertise as an operations SME both vertically and horizontally across towers at the local, regional and global levels.
  • Work with technology towers around the region/globe, peer IT organizations, and vendor partners, to deliver end to end technology solutions to the business that are aligned with the global architecture framework and standards.

Stakeholder Management: Ability to build relationship and manage senior stakeholders, both within Technology as well as with business / operations. Passionate about monitoring and managing customer service trends and be willing to work collaboratively with IT service providers to create solutions which add long-term value to the business.

• Strategic Management: Participates in creation of cross-discipline strategy that aligns business priorities with GTS Priorities
• Negotiation/Influencing:  Negotiate the alignment of resources (within and outside his/her management) for completion of deliverables and problem resolution.
• Financial Planning & Control: Manage the overall cost of our TPEO Operations in India. Advocates transparency in financial planning and cost allocations for IT service delivery and support.  Works collaboratively with IT peers, business and finance on expense management.

Business Acumen: Demonstrate a strong understanding of the business lines that he/she support, including interdependencies and interactions with other business lines across the organization

Core/Must have skills

• Over 25 years’ experience working in an IT service delivery or service level management role, preferably with Financial Services experience in an international firm with end to end accountability of technology Infrastructure and application support functions
• Bachelor’s degree in engineering and ITIL framework foundation
• Experience of leading large and diverse teams of at least 400+ Full Time Employee organisation
• A solid understanding of Asset Servicing / Management  industry, it’s products and regulatory environment
• Strong experience in managing senior stakeholders and ensure the relationship are developed and managed 
• A solid understanding of business continuity planning / disaster recovery from a technology perspective
• Experience in managing vendor relationships and contract management
• Ability to articulate technology matters with the business and vice versa
• Focus and desire to deliver high quality service.
• Must be able to establish and report on key performance indicators.
• Ability to work in a high pressure and time sensitive environment
• Proven track record of building and maintaining inter- and intra-team relationships.
• Must have a broad and sufficiently deep understanding of enterprise technologies including Application Support, Network Technologies, End User Computing, Open Systems, Site Reliability Engineering and Automation Technologies  
• Excellent problem solving skills
• Strong communication skills