Assistant Manager, DFS Support -IT Operations

Assistant Manager, DFS Support – IT Support.
Job Summary
The Support Assistant Manager, DFS IT Operations is a player-coach role accountable for the stability and
operational excellence of the Core DFS platform and middleware integrations within the subsidiary. The role
combines hands-on technical leadership across both domains, Core DFS and Middleware, with people management
responsibility for 4 operations officers, balancing individual technical contribution with team development, task
coordination, and performance management. Reporting to the Head of IT with a dotted line to Group IT Operations,
The Tech Lead serves as the local escalation point for critical incidents, ensures alignment with Group standards,
and drives execution of the 1-5-10 operational mandate. The role builds team capability through coaching, structured
task assignment, and formal performance evaluation while contributing to the broader Technical Operations
community through metrics reporting and participation in Group forums.
Key Responsibilities and Accountability
Technical Operations & Incident Management
• Serve as the primary technical expert for the subsidiary's Core DFS platform and middleware integrations,
providing hands-on troubleshooting, diagnosis, and resolution of complex operational issues
• Act as the local escalation point for critical incidents, leading technical investigation and coordinating resolution
efforts across infrastructure, database, network and application domains
• Execute the 1-5-10 operational mandate, demonstrating exemplary detection, investigation and resolution
capabilities while driving team adherence to response targets
• Conduct root cause analysis for complex and recurring incidents, identifying systemic issues and implementing
preventive measures in coordination with Group IT Operations
• Monitor platform health, performance, and availability proactively, identifying risks and taking corrective action
before issues impact service • Execute and oversee approved configuration changes, system enhancements, and
maintenance activities, ensuring proper validation and rollback readiness
• Escalate complex technical issues to Group IT Operations resources when local resolution is not achievable,
providing detailed technical context and supporting collaborative troubleshooting.
Team Leadership & Performance Management
• Lead, coach and develop a team of operations officers, building technical capability and operational discipline
through structured mentoring and hands-on guidance
• Escalate through the Group technical escalation path for issues requiring vendor engagement, advanced expertise
or cross-subsidiary coordination
• Assign tasks and allocate work across the team based on priority, complexity and individual development needs,
ensuring balanced workload and skill growth
• Manage shift scheduling and roster planning to ensure adequate operational coverage, adjusting for leave, training
and peak periods • Approve leave requests while maintaining minimum coverage requirements and operational
continuity
• Conduct formal performance appraisals (mid-year and annual reviews), setting clear objectives, providing
constructive feedback and documenting performance outcomes
• Serve as the first point of consultation for team members on technical questions, operational decisions, and process
clarifications
• Foster a culture of accountability, continuous learning, and knowledge sharing within the team
• Identify skill gaps and development opportunities, recommending training interventions and stretch assignments
to build team capability.
Group Alignment & Standards Compliance
• Maintain alignment with Group IT Operations standards, processes and runbooks, ensuring consistent operational
practices across the organization
• Participate in Group IT Operations forums, contributing subsidiary perspectives and adopting shared learnings
and best practices
• Submit operational metrics, incident reports and performance data to subsidiary leadership and Group IT
Operations per agreed reporting cadence
• Follow Group runbooks for standard operational procedures while developing subsidiary-specific runbooks where
local requirements exist, communicating these to Group for potential broader adoption
• Coordinate change approvals jointly with Group CAB, ensuring changes are assessed, documented, and executed
in line with organizational change management processes
• Consult Group IT Operations before proceeding with local architectural decisions, ensuring alignment with
enterprise standards and avoiding divergence.
Monitoring, Documentation & Continuous Improvement
• Maintain accurate and current operational documentation including runbooks, escalation matrices, architecture
diagrams and interface specifications for subsidiary platforms
• Ensure the team maintains detailed logs of incidents, maintenance activities, changes and resolutions in
accordance with documentation standards
• Contribute to the knowledge base, capturing lessons learned, troubleshooting guides and operational insights that
benefit both local and Group teams
• Identify opportunities to improve operational efficiency, reduce manual toil and enhance platform stability,
proposing and implementing improvements in coordination with Group.
• Support automation initiatives aligned with Group's SRE transformation objectives, implementing automated
monitoring, alerting, and remediation where applicable
• Evaluate operational compliance, ensuring adherence to security standards, regulatory requirements and internal
controls.
CORE ACCOUNTABILITIES AND DELIVERABLES
1. Platform Availability, Incident Resolution & Technical Excellence
Accountable for the stability, availability, and performance of the subsidiary's Core DFS platform and middleware
integrations, serving as the local technical authority and escalation point for complex operational issues.
Owns execution of the 1-5-10 operational mandate within the subsidiary, ensuring rapid detection, investigation,
and resolution of incidents while driving team adherence to response targets.
Deliverables\:
• Platform availability maintained at or above agreed SLA targets
• Incident response performance aligned with 1-5-10 mandate (1 minute detect, 5 minutes investigate, 10
minutes to remediate).
• Root cause analysis reports for all P1/P2 incidents within 48 hours.
• Proactive identification and remediation of platform risks before service impact.
• Timely escalation to Group IT Operations with complete technical context when local resolution is not
achievable
• Successful execution of approved changes with zero unplanned outages due to change-related errors.
2. Team Leadership, Development & Performance Management
Accountable for leading, developing, and managing the performance of the operations officers, ensuring the team
delivers consistent operational excellence while building individual capability. Owns task allocation, shift scheduling,
leave management, and formal performance evaluation, creating a high-performing team that operates effectively with
minimal supervision.
Deliverables\:
• Completed mid-year and annual performance appraisals for all direct reports with documented objectives and
feedback
• Shift schedules and rosters published in advance, ensuring adequate coverage across operational hours.
• Balanced task allocation that matches work complexity to officer capability while enabling skill growth
• Measurable improvement in team technical capability over time (reduced escalations, faster resolution, broader
skill coverage).
• Regular 1\:1s and coaching sessions conducted with each team member.
• Team attrition and engagement maintained at healthy levels.
• Leave approvals managed without coverage gaps
3. Group Alignment, Standards Compliance & Reporting
• Accountable for ensuring subsidiary operations align with Group IT Operations standards, processes, and
governance frameworks. Owns the dotted-line relationship with Group, maintaining consistent
communication through metrics reporting, forum participation, and adherence to the technical escalation
path.
Deliverables\:
• Operational metrics and incident reports submitted to Subsidiary Leadership and Group IT Operations per
agreed cadence (weekly/monthly as defined).
• Active participation in Group IT Operations forums with documented actions and local implementation
of shared learnings.
• All changes coordinated through joint CAB process with complete documentation.
• Group runbooks followed consistently; subsidiary-specific runbooks documented and communicated to
Group.
• Local architectural decisions consulted with Group before implementation.
• Zero audit findings related to deviation from standards or processes.
• Timely response to requests for information, support, or coordination.
4. Documentation, Knowledge Management & Continuous Improvement
Accountable for maintaining accurate, current operational documentation for subsidiary platforms and
contributing to the broader organizational knowledge base.
Owns identification and implementation of operational improvements that enhance efficiency, reduce manual
effort, and strengthen platform stability.
Deliverables\:
• Current and accurate runbooks, escalation matrices, and architecture documentation for all subsidiary
platforms
• Knowledge base contributions capturing incident learnings, troubleshooting guides, and operational insights
• Subsidiary-specific runbooks documented and shared with Group for potential adoption elsewhere.
• At least 2 operational improvement initiatives identified and implemented per quarter
• Reduction in manual, repetitive operational tasks through automation or process improvement
• Compliance with documentation standards validated through periodic review
• Team documentation discipline maintained (incident logs, change records, maintenance logs)