Senior Lead Systems Operations Engineer

Overview

Senior lead role advising senior leadership on platform support, systems consultation and Major Incident Management for banking infrastructure and application services.

What you'll do

• Act as an advisor to senior leadership to develop or influence platform support solutions for highly complex business and technical needs or technology initiatives.
• Lead highly complex, broad impact initiatives, including high-level systems consultation for technology teams on large-scale planning of computer systems and network infrastructure for Systems Operations functional areas.
• Lead the strategy and resolution of highly complex and unique challenges requiring in-depth evaluation across multiple areas or the enterprise, delivering long-term, large-scale solutions.
• Translate advanced technology experience and knowledge of business objectives into technical engineering solutions.
• Provide vision, direction and expertise to senior leadership on implementing innovative and significant business solutions.
• Maintain knowledge of industry best practices and new technologies and recommend innovations that enhance operations or provide competitive advantage.
• Strategically engage with all levels of professionals and managers across the enterprise and serve as an expert advisor to leadership.
• Provide training and mentoring to less experienced team members and lead the team to meet technical deliverables, leveraging solid understanding of technical process controls or standards.
• Monitor issues reported via the TMIM Joint Technology Command Center (phone lines and chats via MIM Central/Teams).
• Engage support teams for Major Incidents via Everbridge paging.
• Monitor Command Center screens and tools (Down Detector, Grafana, ServiceNow etc.) and escalate as necessary in a timely manner.
• Facilitate bridge lines to assist in resolving issues, including software, connectivity, vendor and hardware technology issues affecting business channels and customers.
• Provide leadership coverage as an SME with technical expertise driving the Major Incident bridge, ensuring holistic support, proactive monitoring and overall health of banking infrastructure and application-based services.
• Utilize appropriate IT tools to resolve issues in global, complex technical, business and mission-critical environments.
• Recognize recurring problems and proactively work with cross-functional teams to recommend solutions and process improvements.
• Collaborate with infrastructure, application teams and business units to lead, monitor and resolve system outages, ensuring availability management of Network, Storage, OS, DB, Cyber Security, Mainframes, job schedules, banking applications etc.
• Lead the technical bridge to reduce MTTR and enable team members to oversee processes ensuring timely completion, quality and compliance in Technology Major Incident Management (TMIM).
• Identify opportunities for process improvement in major incidents and proactive problem management.
• Manage costs, demand and resource capacity for the team, leveraging external resources as needed.
• Make decisions collaborating with the TMIM team and resolve issues related to technology operations and application deliverables.
• Participate in on-call escalation for P1/P2/P3 major incidents impacting the business.
• Actively monitor several critical technology monitoring screens at Command Center locations and proactively handle incoming issues within agreed SLAs.
• Make decisions on technical changes and enhancements and collaborate with technical peers and managers to resolve systems support issues.

What you'll need

• 7+ years of Systems Engineering or Technology Architecture experience, or equivalent demonstrated through work experience, training, military experience or education.
• Demonstrated experience facilitating virtual, enterprise-level meetings for production events.
• Proficient level experience with incident management, problem management and change management.
• Demonstrated ability to assess and support complex technical issues and initiatives related to large-scale systems.
• General knowledge of application and infrastructure domains, including Web, Application, Database and Server technologies.
• Experience facilitating meetings / MIM bridge leading to resolution.
• Knowledge and understanding of technology production support in a highly critical environment.
• Knowledge and understanding of technology infrastructure data center, network, storage and compute domains.
• Working knowledge of Netcool, Big Panda, SNOW, MS Teams, Cloud services and Splunk.
• Business process knowledge of Digital Banking, Community Banking, Wholesale Banking, Wealth Advisors, Trading or Consumer Lending.
• Flexibility to work 24*7 and on-call basis based on business demands.
• Strong analytical skills with high attention to detail and accuracy.

Nice to have

• 7+ years of technology delivery and relationship management experience with small and large business units in a large corporate environment.
• 5+ years of complex issue resolution experience.
• Experience in Systems Engineering and operations.
• Result oriented with excellent skills, conscious of responsibility, with ability to retain solution focus under pressure.
• Multi-tasking capability, time management and workload prioritization, and escalation of issues as appropriate.
• Practical decision making and advanced problem resolution.
• Good interpersonal and communication skills (verbal, email, MS Teams and Skype).
• General understanding of bridge etiquette and WebEx.
• Customer-centric focus with a sense of urgency to drive issues to closure.
• Ability to influence across all organizational levels, particularly senior management.
• Excellent verbal, written and interpersonal communication skills.
• Ability to exercise independent judgment and creative problem-solving techniques.
• Ability to execute in a fast-paced, high-demand environment while balancing multiple priorities.
• Willingness to learn and upskill to meet business needs (infrastructure and applications).
• Excellent team player.

Details

• Location: Hyderabad, India.
• Work location based on business needs; willing to work from office at the base location.
• Flexible to work 24*7 rotational shifts and beyond shift hours or off days as business needs require.
• Must log in and out on time as part of the Command Center and remain available at desk throughout scheduled shift hours.
• Posting end date: 18 Oct 2026.