Job Description

Join us as Vice President Command Centre, where you will play a pivotal role in leading real time service operations, ensuring resilience and stability across critical technology services. This role is central to managing major incidents, crisis escalations, and live change governance, while driving a culture of observability, automation, and continuous improvement. You will partner with senior technology leaders, operations teams, and business stakeholders to deliver rapid recovery during high-impact events and maintain service health through proactive monitoring.

To be successful as a Command Centre Manager, you should have experience with:

Leading major incident and crisis management bridges, ensuring rapid recovery. Driving real-time service operations using observability tools for proactive stability monitoring. Managing shift governance and follow-the-sun operations across multiple regions. Handling critical application or infrastructure incidents, including triage and performance tuning. Expertise in enterprise monitoring and scheduling tools like AppDynamics, Netcool, ITRS, TWS, Autosys. Conducting post-incident reviews and continuous improvement initiatives aligned with ITIL processes. Governing follow-the-sun operations across UK, US, and India Command Center's. Overseeing compliance, ITIL process adherence, and audit readiness. Mentoring teams to enforce playbooks, improve KPIs, and embed resilience practices.

Some of Highly Valued Skills may include:

Candidates with experience in Banking / Finance domain preferred but not necessary. Implementing AIOps and automation to reduce noise and accelerate recovery. Strong stakeholder management across Technology, Operations, and Business. Deep understanding of E2E service mapping and critical business journeys.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.


The location of the role is Pune.

Purpose of the role

To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.

Accountabilities

Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes. Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. . Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services. Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change. Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank's change and compliance functions. . Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc. Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients. Effectively monitor and maintain the bank's critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Vice President Expectations

To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.. If managing a team, they define jobs and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.. OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.. Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.