Join us as a Command Centre Manager. At Barclays, innovation isn’t just encouraged; it’s expected and join us in our mission. The Global Command Centre Manager should have in-depth operational knowledge of Incident Management practices, role holder will also play an active role in supporting the execution of the wider business IT strategy through close interactions with various Business Units. One will also work very closely with leads of key infrastructure technology areas to provide guidance and recommendations on infrastructure change payload, schedule and associated risks/opportunities involved. The role holder will use one’s expertise in other ITSM processes to ensure smooth user journey across key ITIL disciplines.

To be successful as a Command Centre Manager, you should have experience with

Proven leadership capability allowing to achieve complex and conflicting key business units requirements whilst acting as a mediator in tough conversations. Good knowledge of ITIL processes. Excellent communication & stakeholder management skills at all levels of organization.Good high-level understanding of IT infrastructure and its underlying components (Networks, Unix, Windows etc). ITIL foundation or equivalent is required. Advanced qualification is advantageous.

Some other highly valued skills may include

Incident management skills including the use of formal problem solving and decision-making techniques.Good working knowledge of key tools, e.g.ServiceNow, XMatters, Webex, MS SharePoint etc.Exceptional written communication skills; ability to write ad-hoc and formal reports.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in our Pune office.

Purpose of the role

To mitigate the impact of unexpected incidents by identifying, responding and resolving disruptions that threaten the banks IT services, operations and technological infrastructure through effective decision making and successful resource delegation. 

Accountabilities

Development, implementation and management of major incident management programmes.Execution of responses to reported incidents from various channels including email, phone and monitoring systems, prioritised by its potential impact to the bank's IT systems, and provide regular status updates to affected stakeholders.Analysis of logs, system data and user reports to identify the root cause of incidents and determine the necessary course of action to resolve or follow escalation protocols to escalate incidents to the relevant team or individual for assistance.Execution of regular tests and simulations to test response procedures in the event of an incident.Documentation and analysis of past incident details, the steps to resolution and lessons learnt from each case to support the identification of recurring issues in the future, implement preventive measures to minimize future occurrence and to build a comprehensive knowledge bases of known issues.

Vice President Expectations

Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.Manage and mitigate risks through assessment, in support of the control and governance agenda.Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.Adopt and include the outcomes of extensive research in problem solving processes.Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.