Sr. Principal Infrastructure Operations & Services

Overview:
 
Nomura is a global financial services group with an integrated network spanning approximately 30 countries and regions. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Wealth Management, Investment Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com
 
Nomura Services India, (Powai) supports Nomura’s businesses around the world. Powai’ s world class capabilities in trading support, research, information technology, financial control, operations, risk management and legal support have played a key role in facilitating Nomura’s global operations and are an integral part of Nomura’s global expansion plans. The Powai operation is a critical part of the platform to support the growth of Nomura’s global business.

Major Incident Management

• Managing major infrastructure incidents as the focal point, such as issues involving Network, Storage, Private/Public Cloud Platform impacting multiple applications and business users, or Day Zero vulnerability patching in response to Cyber threats, partnering with IT Security.
• Working collaboratively with Production Services organisation, who support the business applications interfaces with business users, to prioritise resolution and remediate the issue.
• Managing Senior IT management communications and expectations, both written and verbal throughout the lifecycle of an incident.
• Assisting Production Services, Senior IT management and other control functions such as Business Continuity Management with communications to internal stakeholders and external regulators.

Post Mortem

• Work collaboratively with the Infrastructure Product Owners to mitigate the risk of re-occurrence and ensure post mortem actions are addressed.
• Review Incidents to ensure risks and thematic do not exist across the broader platform. If issues identified, then ensure the risk is understood and accepted.

Service Reviews

• Conduct internal services reviews with Infrastructure to improve service levels and assist Product Owners with stakeholder service reviews.
• Conduct deeper analysis of our Incident data and other sources e.g. Change, Access to Production, Helpdesk tickets to identify areas to improve stability, improve services levels, reduce costs and/or streamline processes.
• Ensure Product owners adhere to the incident management standard and maintain the hygiene.

3) Requirements (indicate mandatory and/or preferred):

Required

• 5 years of experience of working in IT Service Management or similar role.
• Strong knowledge of ITIL frameworks
• Solid problem-solving skills and a good understanding of any Infrastructure services or applications, with hands-on experience in managing major incident communication and service restoration.
• Ability to collaborate and influence across the technology organisation at all levels.
• Strong written and verbal communication in English.

Preferred

• Some operational experience managing Infrastructure, or a front / back office function
• Strong Infrastructure knowledge and/or strong collaboration experience.
• 5 to 10 years Financial Services experience and/or client / commercially focused environment.

In addition to the published description it will the role holder is expected to drive continual service improvement , not limited to the following examples:

• Automation of "toil"  automated escalation to one or many teams removing manual effort
• Re design of process to be as efficient and effective as possible
• improvements to Problem management reviews to identify themes that we can improve be that incident/event  life cycle or change control gates
• Tool set review , enhancement - are we getting the best out of what we are using

Equal Opportunity Employer:
 
Nomura is an equal opportunities employer. We are committed to providing equal opportunities throughout employment including in the recruitment, training and development of employees (including promotion, transfers, assignments and beliefs). We prohibit discrimination in the workplace whether on grounds of gender, marital or domestic partnership status, pregnancy, career’s responsibilities, sexual orientation, gender identity, race, color, national or ethnic origins, religious belief, disability or age. Our objective is to attract job applications and applications for development from the best possible candidates and to retain the best people.