Senior Principal Manager-Tech Ops Engineering-SUPPORT SERVICES-CTO - In House Engineering

Senior Principal Manager-Tech Ops Engineering-SUPPORT SERVICES-CTO - In House Engineering

Job Description – Senior Principal Manager (M8) – Tech Ops 

Role Title

Role Purpose

The Manager – Production Governance & Technology Operations will act as the enterprise-wide custodian of production reliability, operational governance, observability, and production readiness across Corporate Banking Technology platforms.

Unlike application-specific production support teams, this role provides horizontal oversight across domains, ensuring all systems meet defined standards for production readiness, observability, resilience, reliability, release governance, and operational controls before and after production deployment. 

The role combines strategic governance, SRE principles, production operations leadership, incident management, and cross-functional stakeholder influence to establish a resilient and metrics-driven production ecosystem. 

Key Responsibilities

Enterprise Production Governance

• Establish and enforce enterprise-wide production governance frameworks across applications and platforms.
• Drive standardization of operational controls, support models, observability requirements, and production processes across technology domains.
• Act as the central production governance authority for Corporate Banking Technology platforms.
• Build and maintain a production control tower model providing visibility into production health, risks, and service readiness. 

Production Readiness & Release Governance

• Own enterprise production readiness assessment processes.
• Define and enforce production acceptance criteria for all application releases.
• Lead Architecture Review Board (ARB) and production readiness gate reviews.
• Ensure applications satisfy requirements around: 
  • Monitoring and observability
  • Operational support readiness
  • Capacity planning
  • Recovery procedures
  • Incident playbooks
  • Risk and compliance controls
• Prevent production risks through proactive governance and release oversight. 

Reliability Engineering & Observability

• Define enterprise observability standards and monitoring strategies.
• Drive implementation of business-aligned observability frameworks rather than tool-centric monitoring approaches.
• Establish SLI/SLO-based reliability management practices.
• Define meaningful operational and business service health indicators.
• Partner with engineering teams to improve platform resilience, performance, and recovery capabilities.
• Champion Site Reliability Engineering (SRE) practices across technology teams. 

Incident, Problem & Change Governance

• Lead governance of Incident, Problem and Change (IPC) processes across the enterprise.
• Drive effective major incident management and executive communication during critical outages.
• Ensure root-cause ownership, corrective action tracking, and prevention of recurring incidents.
• Establish enterprise-wide post-incident review standards.
• Identify systemic risks and coordinate remediation across multiple technology functions. 

Metrics & Reliability Management

• Define and govern production reliability KPIs and operational health metrics.
• Develop dashboards covering: 
  • Availability
  • Reliability
  • MTTR
  • Change Success Rate
  • Service Health
  • Capacity Utilisation
  • Operational Risk
• Drive adoption of SLI/SLO-based performance measurement frameworks.
• Provide executive-level reporting and actionable insights to leadership teams. 

Automation & Operational Excellence

• Drive automation of operational processes, production support workflows, and service transitions.
• Promote AI-led operational intelligence, predictive monitoring, and proactive risk management.
• Identify opportunities to reduce manual effort and improve operational efficiency.
• Lead continuous improvement initiatives across production operations and support functions. 

Cross-Functional Stakeholder Management

• Influence application, infrastructure, network, cloud, security, and vendor teams without direct reporting authority.
• Drive enterprise-wide alignment on reliability, governance, and production support standards.
• Partner with senior business and technology leaders on operational risk management.
• Act as escalation point for production risks and service stability concerns. ]

Risk, Compliance & Controls

• Ensure production services comply with regulatory, audit, and information security requirements.
• Establish governance mechanisms for operational risk identification and mitigation.
• Drive control compliance across technology services and platforms.
• Support internal and external audits related to production management and operational resilience.

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or equivalent.
• ITIL certification preferred.
• SRE, Cloud, DevOps, or Reliability Engineering certifications preferred.
• Postgraduate qualification/MBA preferred.

Experience

• 10–15 years of experience in Production Support, Technology Operations, Reliability Engineering, SRE, or Enterprise Service Management.
• Proven experience managing mission-critical, large-scale production platforms.
• Experience operating within 24x7 global support environments.
• Demonstrated experience in production governance, release readiness, operational controls, and enterprise-wide service management.
• Experience influencing multiple technology teams across domains and organizational boundaries

Critical Competencies

Technical

• Production Operations Management
• Incident, Problem & Change Governance
• Site Reliability Engineering (SRE)
• Observability & Monitoring Platforms
• Production Readiness Governance
• Release & Deployment Governance
• Enterprise Service Management
• Automation & AIOps
• Cloud & Infrastructure Operations
• Operational Resilience & Disaster Recovery

Leadership

• Enterprise-wide influence
• Strategic thinking
• Governance and control orientation
• Data-driven decision making
• Executive stakeholder management
• Risk management
• Cross-functional collaboration
• Operational excellence mindset

Success Measures

• Enterprise Service Availability
• SLO/SLI Compliance
• Reduction in Repeat Incidents
• MTTR Improvement
• Production Readiness Compliance
• Change Success Rate
• Observability Coverage Across Platforms
• Operational Risk Reduction
• Audit & Regulatory Compliance Scores
• Stakeholder Satisfaction

 

Experience Level

Senior Level