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BE PART OF A BANK LIKE NO OTHER.
When you work with the world's most innovative companies, you know you're making a difference.Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.Job Description:For close to 40 years, SVB Financial Group (NASDAQ: SIVB) and its subsidiaries have helped innovative companies and their investors move ambitious ideas forward, fast. SVB Financial Group's businesses, including Silicon Valley Bank, operate at the intersection of innovation and capital, and provide a comprehensive range of financial services, including commercial banking, investment solutions, research and insights, funds management, and private banking and wealth advisory. SVB helps high-growth companies in the technology, life science and healthcare, private equity and venture capital, and premium wine industries navigate at every stage. In addition, the company focuses on encouraging positive relationships with firms within the private equity and venture capital community worldwide, many of which are also the firm's clients and may invest in the firm's corporate clients.About SVB:We work in an environment that fosters collaboration and curiosity, so we can deliver on our promise to our clients. A place where our success is driven by the real relationships, we have with one another, our clients, and the communities we serve. This not only makes us stronger. It allows us to help innovators, enterprises and investors move big ideas forward, fast.For over 35 years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world. In fact, the majority of the most compelling Fintech disruptors bank with us. Our clients include: Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, to name a few. We help our clients grow, too. More than half of the innovation companies that completed an IPO in the last two years were our clients.Our accomplishments serve as motivation to continue pushing ourselves, and we are committed to delivering user-centered, high-impact solutions to our clients. We are looking for creative thinkers like you, who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.About the Role:As a Sr. Manager, IT you will be primarily responsible for managing a team of Production application support engineers in delivering quality support for SVB Private banking applications to internal & external business partners. This will include managing a team of vendor resources also. You will be expected to understand the overall application and technology landscape and complex/business critical applications in the private banking space requiring integration across several other internal IT systems, external systems & business functions. Besides these you will also be expected to work with all vertical managers/leaders, manage expectations and drive improvements. You should have prior experience in managing a team providing day-to-day application support and understanding the criticality of the health and care of systems and applications. You should have a solid sense of urgency when it comes to supporting mission critical applications for a financial institution with strong incident and problem management skills and the ability to strive in a rapid and fast pace environment. Further, you will be expected to understand the end-to-end SDLC process and how support fits into it by evaluating system capability, performance, and technical debt while working with the development teams to grow each other.High Level Job Description:- Oversees and manages direct resources, and vendor resources, creating increased synergies with business, other IT teams, and IT operational/support groups
- Enhance reliability and availability of the various SVB Private Core, Digital Banking, and Payments platforms to improve End-User experience that also includes client facing applications
- Hands on experience on managing Incident & Problem Management, Change Management, critical incident management calls (P1 and Major Incidents), managing escalations, communication, driving technical troubleshooting, resolution, and RCA
- Focus on resolving Tech Debts vulnerabilities by planning & executing mandated patches/upgrades through monthly/quarterly maintenance in the production environment
- Applies broad knowledge of process/service capabilities and environment to identify new risk areas, new process updates, integration with (Automation, DevSecOps, and Cloud Infrastructure), and service opportunities.
- Evaluate and improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality
- Manages budgets, schedules, operational plans, and performance requirements for the Team. Responsible for meeting budgetary goals and objectives.
- Implements & Enforce policies, procedure, and guidelines and defines benefits realization approach to meet expected achievement for the specified area of responsibility (Prod Support).
- Drive communication, process improvement, and process adherence within the team.
- Participate in monthly governance meetings with vendors and ensure SLA compliance. Ensure that Application & Product Support KPIs/SLAs are met or exceeded
- Contribute strategic insight and provide feedback on a wide range of ideas for production stability based on experience and through periodic review of analytical data
- Understand and participate the overall SDLC lifecycle - identifying production issues, reducing technical debt, and partnering with the development and product team to identify technology and process improvements.
- Facilitate management Reporting and work alongside tech leaders to strategize and deliver world class support/service, which is key for the success of the bank and its clients
- Provide hands-on guidance and leadership to the team; provide mentorship and promote the career development of team members.
- High degree of professionalism with the ability to influence and effect change within an organization
- Excellent oral and written communication skills as well as positive, customer-focused interpersonal skills and attitude
- Solid experience in Incident, Problem & Change Management processes
- Excellent collaboration skills, ownership & accountability
- Experience with application monitoring, synthetic transactions, and monitoring alert management platforms. Experience with App Dynanics is a plus.
- Understanding of DevSecOps, cloud technologies such as Amazon Web Services (AWS), Microsoft Azure and understanding CI/CD pipelines
- Experience with
- Experience with an ITSM solution (preferably Service Now)
- Minimum of 12-14 years of experience in Production Support & Maintenance
- Experience in managing a team of 10 or more people
- BS or MCA Degree in computer science or a related field
- ITIL or COBIT foundation certification is strongly desirable