Key Responsibilities

IT Service Continuity Management (ITSCM)

• Develop, maintain, and continuously improve the IT Service Continuity Management framework.
• Identify critical banking systems and define Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
• Conduct Business Impact Analysis (BIA) for critical business services and supporting IT systems.
• Maintain IT disaster recovery plans and service continuity procedures.
• Ensure continuity requirements are embedded into system design and technology projects.
• Monitor service continuity readiness across data centers, cloud environments, and technology platforms.

Disaster Recovery & Business Continuity

• Coordinate Disaster Recovery (DR) planning, testing, and execution.
• Develop and maintain recovery runbooks and contingency procedures.
• Organize and facilitate:
  • Disaster Recovery Tests
  • Tabletop Exercises
  • Failover & Failback Drills
  • Crisis Simulation Exercises
• Review DR test results and track remediation actions.
• Ensure critical systems meet recovery objectives and regulatory expectations.

IT Process Management & Governance

• Develop, review, and improve IT operational processes based on ITIL best practices.
• Maintain and standardize IT procedures, policies, and operational guidelines.
• Drive process optimization initiatives across:
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Availability Management
  • Capacity Management
  • Service Request Management
• Monitor process compliance and identify improvement opportunities.

Risk & Compliance Management

• Support technology risk assessments and control reviews.
• Ensure compliance with:
  • Central Bank regulations
  • Internal Risk Management Frameworks
  • ISO 22301
  • ISO 27001
  • ITIL Framework
  • Business Continuity Policies
• Participate in internal and external audits.
• Track audit findings and ensure timely remediation.

Monitoring & Reporting

• Define and monitor service continuity and process performance KPIs.
• Prepare management reports on:
  • Disaster Recovery Readiness
  • Process Compliance
  • System Availability
  • Service Performance
  • Operational Risk Indicators
• Present continuity risks and improvement plans to management committees.

Stakeholder Management

• Collaborate with:
  • IT Operations
  • Infrastructure Teams
  • Application Support Teams
  • Cybersecurity Teams
  • Operational Risk Management
  • Information Security
  • Business Continuity Teams
  • External Auditors
  • Technology Vendors
• Conduct awareness sessions and training on continuity and ITSM processes.
• Support departments in continuity planning and process adherence.

Continuous Improvement

• Identify opportunities to improve resilience, availability, and operational efficiency.
• Analyze incidents, outages, and service disruptions to determine root causes.
• Recommend corrective and preventive actions.
• Support automation and digitalization of ITSM processes.
• Contribute to operational resilience and technology transformation initiatives.

Required Qualifications

Education

• Bachelor‘s degree in: Information Technology, Computer Science, Information Systems, Cybersecurity, Telecommunications or related field

Experience

• At least 3 years of experience in:
  • IT Service Management
  • IT Governance
  • IT Operations
  • Disaster Recovery
  • Business Continuity
  • Infrastructure Operations
• Experience within banking, financial services, fintech, or regulated industries.
• Knowledge of regulatory compliance and operational risk management practices.
• Experience participating in DR exercises and technology risk assessments.

Technical Skills

Service Continuity & Resilience

• IT Service Continuity Management (ITSCM)
• Disaster Recovery Planning (DRP)
• Business Continuity Management (BCM)
• Business Impact Analysis (BIA)
• Crisis Management
• Operational Resilience

IT Service Management (ITIL)

• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Level Management
• Capacity Management
• Availability Management

Infrastructure & Technology

• Data Center Operations
• Cloud Infrastructure (Azure, AWS, GCP)
• Virtualization Platforms
• Enterprise Backup Solutions
• High Availability Architecture
• Network Infrastructure

Preferred Qualifications

Professional Certifications

• ITIL Foundation / ITIL 4 Managing Professional
• ISO 22301 Business Continuity Management
• ISO 27001 Information Security Management
• Certified Business Continuity Professional (CBCP)
• Disaster Recovery Institute Certifications (DRI)

Preferred Experience

• Banking core systems
• Digital banking platforms
• Payment systems
• Card management systems
• ATM/POS networks
• Regulatory technology environments
• Enterprise resilience programs