Process Excellence Lead recruitment
UBS is a leading global financial services firm. Our Investment Bank is one of the world’s top global investment banking and securities firms, providing a full spectrum of products to institutional and corporate clients, intermediaries, government and hedge funds worldwide.
The UBS GTEC initiated a Production Assurance Board tasked with introducing consistent and standard approaches with regards the delivery of these standard best practises, based upon feedback and reviews conducted by Group Internal Audit. Within the board, each CIO is represented by a chosen stream representative. These individuals represent the PSM (Production Services Managers) role within their respective areas.
The PSM functions within each organization are tasked with assuming responsibility and accountability for the respective streams production services. Part of this responsibility is to work within the boundaries and remit of the initiatives driven within the Production Assurance area and implement under consultation across the respective Security Technology Streams.
Processes subject to review could involve:
• Standardized Incident Management process across Security Technology based upon Prod Assurance framework
• Integrated problem management process driven from Incident Management framework and specific guidelines
• Change Management processes and Change Advisory Board standards
• Quality Review Framework and Production Readiness Review adoption
Additionally it is the role of the PSM function to represent the requirements and feedback of the stream back to the Production Board. The organization needs to ensure that areas of importance within the department are being reflected back to the board for points of discussion and consideration and that appropriate influence is applied when it comes to shaping best practise processes.
In order to meet these commitments, Security Technology will need to form a Production Services Forum in order to review and address the following areas:
• Review Weekly Incident Reports – Review for data quality, appropriate severity rating, technical and business impact descriptions etc, review against the defined incident taxonomy and adherence to Sec Tech Incident Management process model
• Review service availability metrics and kpi’s
• Review Problem Management – Review to ensure problem tickets raised for all sev 1 2 Incidents, review Problem management tickets, ensuring links to incident tickets, review for adherence to problem management process model, root cause analysis and problem trending
• Discuss and review Security Technology release initiatives within the Master Calendar and proposals for future inclusion
• Discuss upcoming releases, CAB preparation, communication strategy and ITCM Approval state
• Current status review on outstanding or new Production Readiness Reviews to be conducted
• Review of initiatives and or decision requests syndicated from Production Assurance, assess the scope and impact within Security Technology, feasibility of adoption and provide consolidated feedback and view
• SNOW adoption and enhancement – Service Request metrics, service level reviews and data quality
Requirements
Required skills include the following:
• Previous background and exposure to operational production support
• ITIL Foundation or higher
• Process best practise adoption
• Exposure to Six Sigma or Lean
• Self-sufficient and able to take ownership of allocated tasks and activities
• Innovative thinker and approach to process management
• Ability to manage upwards
• Sound understanding of Incident, Problem, Change and Release management processes, controls and guidelines
• Capacity and Availability Management reporting and forecasting
• SOX / MORCS compliance and reporting
Professional behaviour includes the following:
• Effective communications skills: chat, ticketing, email, video conferencing, written documentation, telephone and face to face
• Ability to work effectively in an environment where English is the principal language of the business
• Ability to work with users where English is not their first language
UBS can offer you an environment geared towards performance, attractive career opportunities, and an open corporate culture that values and rewards the contribution of every individual.
Want to further your career in an organization where your contribution can make a difference? Apply now at www.ubs.com/careers. We look forward to hearing from you.
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.