The Infrastructure Operations, Collaboration and Security Head will lead the end-to-end management of the bank's core infrastructure and collaboration platforms while ensuring a secure, stable, and compliant operating environment.
The role focuses:
- On the service reliability (24x7 operations), production performance, incident/problem resolution, and operational readiness for new initiatives, ensuring services consistently meet agreed SLAs/OLAs.
- In driving the security governance and controls required to protect systems and data, maintain audit readiness, and support business continuity.
- In partnering with internal stakeholders and vendors to deliver roadmap-aligned improvements, manages CAPEX/OPEX, and develops a high-performing operations and security organization.
Duties and Responsibilities:
Infrastructure & Service Operations
- Own day-to-day operations for critical infrastructure platforms and services (compute, storage, database, network, data center/hosting as applicable)
- Ensure high availability, performance, capacity, and stability of production environments
- Direct 24x7 monitoring and operational support coverage, including escalation management
- Maintain accurate service inventory/service catalog and ensure services are properly onboarded to monitoring and support processes
Unified Communications & Collaboration
- Oversee collaboration and communications platforms (e.g., telephony, mobile, conferencing, messaging/collaboration tools)
- Define service standards and operating requirements for communications and collaboration services
- Partner with business and functional teams to understand needs and drive platform improvements
- Ensure collaboration services meet reliability, user experience, and security expectations
Security Oversight & Controls
- Ensure implementation and adherence to security policies, access controls, and risk assessment procedures
- Drive security compliance across infrastructure and collaboration platforms (hardening, privileged access, logging, controls)
- Coordinate response and remediation for security-related incidents and vulnerabilities
- Maintain audit readiness for security and operational controls; support evidence collection and closure of findings
Incident, Problem, and Continuous Improvement
- Lead incident and problem management to restore services quickly and drive permanent fixes
- Identify recurring issues and systemic weaknesses; implement preventive improvements and automation
- Facilitate regular operations/process reviews to remove inefficiencies and clarify ownership and procedures
- Recommend and implement enhancements in monitoring, tooling, and operational workflows
Roadmap, Standards, and Operational Readiness
- Maintain and execute the infrastructure and collaboration roadmap aligned to business priorities
- Review solution proposals and technical recommendations for operational fit, supportability, and compliance
- Approve project plans affecting operations; ensure readiness for transition to operations by RFS/go-live
- Establish methodologies and standards for backup/restore, DR, automation/scheduled jobs, and lifecycle management
Business Continuity & Disaster Recovery
- Ensure DR and continuity plans are defined, tested, and kept current for critical services
- Validate recovery objectives and operational procedures; drive improvements from test outcomes
- Ensure continuity measures are embedded into designs and operational processes
Vendor, Budget, and Commercial Management
- Manage vendor performance through governance meetings, service reviews, and SLA tracking
- Review contracts and maintenance agreements; negotiate deliverables and commercial terms as needed
- Consolidate and manage CAPEX/OPEX requirements; track spend versus budget schedules and optimize costs
- Recommend strategic partners and sourcing approaches aligned to service reliability and security goals
People Leadership
- Lead and mentor managers and specialists across infrastructure ops, collaboration services, and security governance
- Drive workforce planning, role design, capability development, and training plans
- Build succession plans and retention strategies for critical technical and operational roles
Governance & Escalation
- Escalate high-risk, high-impact, or sensitive operational and security issues to senior leadership as required
- Provide clear visibility on service health, risks, and priorities through regular reporting and reviews
- Align cross-functional stakeholders to resolve dependencies and deliver operational outcomes
Qualifications:
- Bachelor's degree in IT, Computer Science, or related technical field.
- Master's degree in IT Management, Engineering, or Business Administration is an advantage.
- Minimum of 810 years of experience in IT Operations, Network Operations Center (NOC), or Infrastructure Monitoring
- At least 35 years in a supervisory or managerial role handling 24/7 operational teams
- Proven track record in major incident management and coordination, and service restoration
- Experience in regulated industries (banking, fintech, telco)
- Background in managing vendor-supported operations and overseeing SLA/OLA compliance
- Exposure to infrastructure, network, and application monitoring tools and processes
- Experience in driving operational improvements, process standardization, and risk mitigation activities
Skills:
- Strong leadership and decision-making in 24/7 operational environments.
- Expertise in incident management, operational risk controls, ITIL processes, and SLA/OLA compliance.
- Solid understanding of infrastructure, network, and monitoring tools.
- Excellent analytical and problem-solving skills
- Effective communication skills and stakeholder management.
- Ability to manage critical incidents under pressure.
