DL
Service Manager
Diverse Lynx India
Location not stated
Manager or above
2 months ago
- ITIL
- ServiceNow
- Jira Service Management
- Disaster Recovery
- Vulnerability Management
- Configuration Management
- Risk Management
- IAM
- SSL/TLS
- Change Management
2 months ago
Technical - ITIL v4, ITSM tools (ServiceNow, Jira Service Management), cloud services understanding.
Analytical: Root cause analysis, service reporting, KPI monitoring.
Disaster Recovery Planning: Validated recovery plans and conducted DR drills to ensure BCM compliance.
Vulnerability Management: Led in identifying the vulnerabilities on IT service and collaborated with a cross-functional teams to fix them within 45 days.
Configuration Management: Spearheaded onboarding, approving, and decommissioning processes for IT services, aligning with the bank's policies.
Tech and Cyber Controls Assurance: Conducted design and operational effectiveness testing for Tech and Cyber controls, ensuring alignment with audit and compliance objectives.
Risk Management IT Governance and Compliance: Governed IT risk and control frameworks for critical banking applications, ensuring compliance with IT security policies and regulatory requirements. Audit and Compliance: Supported internal and external audits such as PwC Audit, KPMG, GS007 providing timely responses and remediation plans for identified findings
IAM(User Access Reviews): Spearheaded Manual User access reviews with completeness and accuracy reporting for internal and external audits. Role Profile review to ensure application business roles meeting IAM standards including SOD planning.
Capacity and Availability Monitoring: Capacity Monitoring review and forecast for infrastructure and resources (CPU, memory, bandwidth, storage, etc.) can handle current and future workloads.
Availability Monitoring -ensuring services, applications, and systems are up and accessible to users as per agreed SLAs.
Certificate & License Management- To manage the lifecycle of digital certificates (SSL/TLS, code signing, device certificates, etc.) that ensure secure communications, authentication, and data integrity.
To ensure that software licenses are tracked, compliant, cost-effective, and aligned with business needs
Key Responsibilities-
• Lead and govern IT Service Management processes, including Incident, Problem, Change, Configuration, Capacity, and Availability Management, ensuring service reliability and adherence to SLAs and ITIL best practices.
• Oversee change management activities, including change prioritization, Change Advisory Board (CAB) governance, risk assessment, and successful implementation of technology changes with minimal business impact.
• Drive IT risk, governance, and compliance initiatives by implementing control frameworks, conducting control assurance testing, and ensuring adherence to regulatory, audit, and security requirements.
• Manage vulnerability remediation, cyber controls, disaster recovery planning, and business continuity testing to strengthen operational resilience and reduce technology risks.
• Build and maintain strong relationships with business and technology stakeholders, providing service performance reporting, risk insights, and strategic recommendations to support organizational objectives.
• Lead Identity and Access Management (IAM) governance, User Access Reviews (UAR), Segregation of Duties (SoD) compliance, certificate lifecycle management, and software license compliance activities.
• Monitor and report on service metrics, KPIs, capacity forecasts, and availability targets, driving continuous service improvement and operational excellence.
• Mentor and develop team members, fostering a high-performance culture while enhancing organizational capabilities in service management, risk management, and compliance.
Service Manager · Diverse Lynx India