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We are currently seeking an experienced professional to join our team in the role of Associate Director, Software Engineering Specialist.

Business: IWPB Technology

Principal responsibilities

Supporting the cross-functional teams with the transition to live - service acceptance process.Manage stability and avoidance of outages, along with providing support to the CFT with the transition of services into live environments using relevant framework.Ensure that Service Operability requirements are given appropriate focus throughout the development and operations lifecycle.Ensure teams are adequately resourced and trained to successfully support the live service/s as per Business requirements.Acting as primary co-ordination point (if required) for service issues escalated by external support teams.Driving incident resolution - technology or process, across technology teams, stakeholders and management where required.Being accountable for the Service Excellence and Problem Management processes.Manage Stakeholder communication during production impacting incidents to provide clear and concise assessment of the situation to aid quicker decision for senior managementMeasure team performance against process (SLA, KPI etc.)Ensure service improvement initiatives are managed effectively to reduce repeat incidents and conduct extensive due diligence on root causes to eliminate reoccurrence of failuresCollaborate with Cross Functional Teams (XFT), Middleware, ITID and fulfilment teams to proactively identify opportunities to remediate risks in end to end service deliveryEnsure governance of problem management activities within the XFT. Conduct trend analysis on repeat incidents and ensure XFTs raise appropriate problem recordsCollaborate with the Product Owner in identifying and prioritizing problem tickets into sprint backlogs to improve service qualityProvide an escalation mechanism for XFTs to facilitate timely investigation and resolution of problem tickets from other teams