Technology Support Director, Risk Engagement

Embark on a transformative journey in technology risk management at an iconic financial firm. In this pivotal role, you'll strategize and implement innovative risk solutions, ensuring digital transformation aligns with regulatory compliance and the firm's objectives.  
 
As a Technology Support Director, Risk Engagement in Infrastructure Platforms Client Solutions (IPCS), you will expertly navigate complex regulatory landscapes and cultivate digital transformation while ensuring compliance with the firm's risk appetite. Your expertise in technology risk management and cybersecurity will be pivotal in strategizing and overseeing collaborations with various stakeholders, providing strategic recommendations, and influencing risk management and mitigation. Your strategic decision-making and leadership skills will enable you to develop and implement innovative policies and processes that are in line with the firm's objectives and regulatory requirements. 

Job Responsibilities 

• Sets reuse-first expectations for enterprise-authorized AI adoption within the work environment across support operations to accelerate incident insights and operational reporting, with human-in-the-loop validation and appropriate handling of sensitive data.  

• Establishes governance standards for AI-assisted workflows used in incident/problem/change processes (including documentation and trend analysis), ensuring traceability/auditability and alignment to resiliency and security expectations.  

• Advises on complex, cross-domain incident, problem and change management challenges, identifying process weaknesses, recurring failure patterns and opportunities to improve operational resilience across Infrastructure Platforms. 

• Uses observability, monitoring and diagnostic information to analyse significant, recurring or cross-domain issues, test root-cause hypotheses and help accountable teams define sustainable remediation. 

• Leads focused technical investigations into significant, recurring or cross-domain issues, using support engineering expertise to establish root cause, identify patterns and determine the teams and actions required for sustainable resolution. 

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• Required qualifications, capabilities, and skills 

• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience  

• Demonstrated experience leading safe use of enterprise-authorized AI capabilities within the work environment within production support workflows, including validation practices and awareness of data sensitivity.  

• Ability to define review/approval and escalation expectations for AI-assisted recommendations while maintaining operational, security, and auditability outcomes.  

• Experience analysing complex application or infrastructure issues in large-scale on-premises and public-cloud environments, including dependencies across multiple technology domains. 

• Proficient in using observability, monitoring and diagnostic information to identify patterns, test hypotheses and support root-cause analysis across distributed technology environments. 

• Experience working in a client-facing technology role, translating business and application priorities into infrastructure requirements and outcomes. 

• Ability to coordinate complex initiatives across business, product, engineering, operations, cyber and risk stakeholders. 

• Demonstrated experience in executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework