Description :

Role Purpose :

This role works with the Director of Service Effectiveness in Networks Products and Services (NPS).

This role :

- Provide governance and guidance to deliver world class network products and services in-line with industry standards, and internal process/procedures with an emphasis on risk-based approaches.

- Participates and provides governance to all elements from the delivery of technologies to service improvements through lifecycle management, vendor coordination, and operational support, documenting the risk profile along the way.

- Defines the Service Level Objectives (SLO) and Service Level Indicators (SLI) and demonstrates the state of network products and services through metrics and reporting to leadership.

- Acts as the driver for continuous improvement of NPS products and services.

Responsibilities :

- Works closely with product managers of NPS to define SLO/SLI.

- Works closely with the service owner of the network products and services to make sure we deliver to agreed SLO/SLI.

- Works closely with business partners and product managers to make sure the demands from business can be supported on time with quality following proper prioritization calls.

- Owns the service reports and service review meetings for network products and services, proactively tracks the critical metrics of network services and provides insight on improvement opportunities, leads/drives the Service Improvement Plan (SIP) in a systematic approach.

- Governs the process used by NPS and make sure the team is complaint to process, and introduces industry standard methodologies and continually improve those processes for a mature service delivery process.

- Joins service owners in TRT and PIR with the target to drive for systematic improvement on how we handle incidents/problems.

- Provides oversight to the network ITSM process and results to proactively prevents service disruptions through analysis of changes adhering to ITSM principles and process.

- Proactively tracks and maintains a service risk catalogue with continual updates provided to leadership, while working with business partners to clearly highlight the risk profile as it relates to business decisions.

- Tracks audit results and issues exposed in OpsRes and TechRes discussion and provide inputs to product manager, product owner, service owner to resolve the potential issues in a timely manner.

- Defines and manages the vendor operational performance indicators and holds vendors accountable through proper engagement and governance.

- Manages network vendor performance and drives for improvement systematically when there is trend.

- Supervises the design, deployment, and maintenance of real time network for LSEG.

- Ensure high availability, scalability, and security of network services.

- Manages the operational relationships with network hardware/software vendors and service providers.

Qualifications :

- 8+ years working in global technology organization.

- Experience of working in a global 24/7 network or infrastructure service operations.

- Passionate in leading continuous improvement and has knowledge on continuous improvement methodologies.

- Demonstrated ability to influence and hold others accountable for service quality more senior people in the organization and business partners.

- Strong leadership and excellent problem-solving and analytical skills.

- Good communication and interpersonal skills.

- Project management expertise.

- Ability to work under stress and manage multiple priorities.

Certifications (Preferred) :

- Cisco Certified Network Professional (CCNP) or Cisco Certified Internetwork Expert (CCIE).

- Certified Information Systems Security Professional (CISSP).

- ITIL Foundation Certification.