The Delivery and Production Support (DPS) Lead is a critical role responsible for overseeing the day-to-day operations of the DPS team, managing the end-to-end IT incident and problem management lifecycle, safeguarding system access across the Bank's critical applications and activating. The DPS Lead acts as the central point of escalation, bridges the communication between issue reporters and technical stakeholders, and ensures the continuous tracking of Service Level Agreements (SLAs). Additionally, the Lead manages team shifts, drives operational continuous improvement, oversees customer-facing downtime communications, and handles critical management reporting.

• Act as primary point of contact for the DPS team regarding any ad-hoc information or live issues, assessing and triaging tasks before assigning them to members or handling them directly.
• Lead the incident management lifecycle, ensuring accurate ticket m...