Cloud Availability and Service Continuity Manager

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.
We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.
At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

Essential:
•University level education
•7+ years professional work experience in related fields (business continuity, disaster recovery, availability management)
•Strong project management skills (PMP or PMI equivalent is a plus)
•Understanding of cloud technologies in the financial software industry.
•Proven experience of working to ISO 22301:2012 and operational Availability and Service Continuity Management processes.
•Knowledge and experience in an ITIL process-based organization
•Proven financial services experience of defining IT test standards / strategies, implementing test frameworks and facilitating testing.
•Experience maintaining agile service continuity strategies during fast-paced service changes and fast customer growth.
•Ability to collaborate with business, operational and technology leaders to obtain consensus and support.
•Ability to understand and help technology teams design processes to meet RTO and RPO to support client recovery requirements.

Desirable (knowledge/experience):
•Banking software experience

Market knowledge
•Knowledge of cloud service models and the outsourcing of financial services.

Key Performance Indicators:
•Establishment and ongoing management of the availability, continuity and disaster recovery processes and practices
•Periodical testing of plans with clients involement
•Adherence to contractual obligations
•Minimise instances, severity and resolution time for availability incidents
•Client Satisfaction (measured as part of annual service review).
•Team Satisfaction (measured through annual performance appraisal and 360 feedback).

•Define and put in place a scalable BIAs / BCPs/ DRPs aligned with group policies. Develop Service Continuity test strategy and framework aligned to internal policies, contractual requirements and industry standards.
•Develop a test schedule based on factors such as client contractual requirements, service criticality and test complexity/maturity.
•Develop ‘fit for purpose’ supporting documentation, e.g. test guidance, test scenarios, test plans, success criteria and recovery templates. Produce post-test reporting and manage follow-up actions for internal and external stakeholders.
•Liaise with clients especially to agree timing of exercises, success criteria and organizational aspects.
•Create and maintain an online repository for capturing test activities – e.g. project testing, maintenance/incident failovers, scheduled tests.
•Play role in incident and continuity / recovery activities
•Document and analyse any availability incidents, and improve processes to prevent re-occurrence.
•Identify and report risks related to availability / SLA through dedicated channels and implement mitigation plans
•Establish relationships across all stakeholders, service providers and business units to ensure collaborative effort is optimized to support test strategy and test case objectives
•Ensure that all Cloud meet availability target levels / SLAs and contractual requirements by monitoring Cloud IT availability levels and other SLA parameters, comparing actual levels against targets and addressing identified gaps. Ensure that availability and SLA related incidents and problems are addressed
• Provide requirements to ensure that new or modified Cloud services will meet required availability targets
•Ensure that new or modified Cloud services follow availability/continuity tests and plans after major client business changes
•Produce and maintain an Availability Plan which prioritizes and proactively plans availability improvements. Contribute to global availability plans
•Ensure the creation, maintenance, and use of an Availability Management System
•Assesse the availability impact of new change requests and participates in the Change Advisory Board (CAB) as needed