Service Management Consultant

      Maintain IBS Scope         

• Be the Technology representative when an IBS is added or removed and communicate to the impacted ITSO(s) and architecture stakeholder(s).
• Create and maintain IT Service Chain Maps to both the planned schedule and in response to trigger events.

Review Resilience (Asset level)  

• Perform and maintain a Technology Resilience Capability Assessment (TRCA) on individual important assets supporting an IBS to both the planned schedule and in response to trigger events.
•             Perform and maintain a Technology Resilience Vulnerability Assessment (TRVA) on individual important assets supporting an IBS to both the planned schedule and in response to trigger events.

Consolidate and Review Resilience (IBS level)

• Obtain the IBS view of the TRCAs completed across all important assets supporting the IBS.
• Obtain the IBS view of the vulnerabilities identified across all important assets supporting the IBS; Ensure sound understanding of content and Remediation Plans and resolve any queries prior to BSO Playback.
• Playback the TRCA and TRVA outputs to the BSO so that they understand the resilience posture of their IBS. Resolve queries, apply IBS Severity Rating and ITOL Impact within HOOP (where necessary).

Remediate Vulnerabilities

• Support the BSO in the prioritization and funding of the vulnerabilities identified.
• Own the remediation and the required update(s) of individual Technology Resilience Vulnerabilities at an asset level.
•             Track the remediation of vulnerabilities within ITSCM of the IBS.

Support & Reporting      

• Support the BSO in the IBS self-assessment deliverable, by providing the Technology resilience posture and associated Tech Vulnerabilities.
• Use Reporting, MI and the Vulnerability Register to keep the BSO informed of the IBS Resilience posture and remediation progress.
• Provide support for interactions with Regulator to demonstrate compliance to Operational Resilience requirements.
• Provide the necessary support to implement resilience measures, and act as a Tech representative for IBS related Resilience meetings and investigations.

Incident Response          

• Receive incident notifications, maintain awareness of incident severity and ongoing actions during the lifecycle of the incident.
• For ‘Critical’ and ‘High’ Impact incidents, following PIR completion inform BSO of root cause and any high-risk remediation actions arising. Informed on other incidents.

Change Management     

• Informed on high impact (Major Change / High Risk) changes that can impact the resilience of the IBS -- including Significant Architectural Changes to ITSCM; Important IT Assets put under LTO special Measures; Major and High-Risk changes presented through Change Advisory Board (CAB)

Scenario Testing 

• Ensure the proposed tests will deliver the desired outcome, considering existing risks/vulnerabilities, and any upcoming changes.
• Work with GBGFs to ensure that required resource are available for the testing.
• Provide required technical input to the report, ensuring the BSO understands any technology related observations, and associated recommendations are appropriate.

What you will need to succeed in the role:

• At least 8-12 years of relevant IT experience, including exposure to Technology & Operational resiliency, Service management and Risk & Controls (at least 4 of those years to be devoted specifically to Service Management). Appropriate certification is a plus.
• Understands the technical landscape and supports the BSO with technical knowledge, insights, and expertise regarding the IBS's IT Service Chain
• Proactively advises and makes timely recommendations aligned to their IBS.
• Independently provides insights on risks and vulnerabilities aligned to their IBS.
• Actively research and investigate new Resilience related technologies and stay abreast of latest in the regulatory and tech architecture field.
• Experience with Resilience Architecture updates, triggers, solutions, and industry best practices.
• In-depth knowledge of key IT domains particularly computing platforms (Windows, UNIX and Linux) and networking technologies.
• Proficient in security concepts related to DNS, routing, authentication, VPN, proxy services and DDOS mitigation technologies.
• Methods and delivery - DevOps processes and experience. Strong understanding of lean and agile methods of software delivery including Scrum, Kanban, Lean UX, XP. Comfortable working with ambiguity and conducting research as well as working with third party vendor(s).
• Must demonstrate, collaboration, open communication and reaching across functional borders.
• Requires to be able to lead, engaging stakeholders up to GGM level with positive impact.
• Excellent in verbal and written communication skills.
• Experience in managing IT/Technology risk and control projects.
• Strong grasp of tooling, driving automation within the environment.
• Close collaboration with Project and Portfolio Management teams on operational metric scorecards.
• Collaborate with the IT Service Governance team to continuously improve and embed Service Management best practices that helps in achieving stability of IBS.
• Be flexible to work with wide range of people across globe having diverse cultural and professional background.