IT - Service Continuity & Process Specialist

IT Service Continuity & Process Specialist is responsible for ensuring the resilience, availability, and recoverability of the bank‘s critical IT services while driving process standardization and continuous improvement across IT operations. This role supports the development, implementation, testing, and maintenance of IT Service Continuity Management (ITSCM), Disaster Recovery (DR), Business Continuity Planning (BCP), and IT Service Management (ITSM) processes in compliance with banking regulations, risk management frameworks, and industry best practices.

The position works closely with Infrastructure, Cybersecurity, Application Support, Risk Management, Information Security, Business Units, and external vendors to ensure uninterrupted banking services and operational resilience.

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