IT Disaster Resilience Manager

Role Profile:IT Disaster Resilience Manager

Work Area aligned to: IT Infrastructure

Salary: £48-50k

Location: Hybrid but must stay within close proximity to one of these sites - Bangor, Glasgow, Gateshead, Manchester or Bristol as you will be expected to be onsite part of the week

Role Objective:

Develop, manage and ensure Teleperformance IT infrastructure and IT support within the UK, Ireland & Sub Sahara group has adequate IT Disaster Recovery (DR) processes and plans in place to continue providing services in the event of a disaster situation to its client’s base. Such a role will align to the standards as laid out by in-country regulatory bodies such as the Finance Conduct Authority (FCA) in the UK.

Ensures Teleperformance has adequate resilience by design to provide assurance that Teleperformance Operational Resilience capabilities are able to adapt and respond to any threat likely to cause disruption of service. Creates, maintains and is the custodian of policy, process, testing and plans to ensure compliance with client contractual obligations and regulatory requirements.

Responsibilities will include but are not limited to:

Planning and Maintenance:

Ownership of the formal testing program covering IT BCP/DR to maintain compliance with contractual obligations and ensure alignment with BCI Good Practice Guidelines (GPG) 2018.  ISO22301 - GPG - Business Continuity Management Systems - Guidance.

This includes but is not limited to:

• Testing scope
• Documentation of test criteria and expected outcomes
• Recording and collation of test results both success and failure
• Management of remediation plans through to retest
• Provision of internal and client facing IT BC/DR Testing reports and Lessons Learned
• Management and maintenance of the agreed test plans in conjunction with the technical and service delivery teams
• Maintain the business IT BC/DR testing schedule
• Liaise with Teleperformance’s 3rd party IT suppliers to understand their BCP/DR position and resilience capabilities in alignment with Teleperformance and client business requirements plus regulatory obligations to ensure compliance.
• Actively assist the wider business, Business Continuity Manager and Risk Assurance Manager in major BC/DR plan development.
• Support the Business Continuity Manager in the development of business continuity recovery strategies and solutions.
• Assist with audits and client questions for existing or new business.

Testing:

• Scheduling and co-ordination of test activities with the respective technical functions.
• Co-ordinate Testing of Teleperformance and Client Specific IT BC and DR Plans.
• Conduct IT BC/DR reviews and assist in project assignments for Teleperformance sites, departments, and clients.

Invocation:

• Act as admin co-ordinator during disaster situations.

Reporting:

• Assessing and managing the business impact including financial impacts of testing activities with respect to ongoing compliance, operational and client activities.
• Conduct Lessons Learnt exercises, make recommendations for improvements, and manage the closure of actions.
• Create Lessons Learnt reports ensuring timely distribution to key stakeholders.
• Manage communication of testing results both internally and externally as required contractually.

Training & Awareness:

• Creation of IT BC/DR training material.
• Organise and manage IT BC/DR training via workshops, communications, one to one knowledge transfer.

Skills and Knowledge:

• At least 3 years of IT DR experience within a Financial Services or similar organisation.
• Have the ability to interpret regulatory or legal laws and regulations.
• Experience of working within a Business Process Outsourcing (BPO) company.
• Ability to adapt within challenging, dynamic environment.
• Have a good standard of written and oral skills.
• Proficient in policy and report writing.
• Good presentation skills.
• Can work well across multiple business functions.
• Analytical and good problem solver.
• Sound knowledge of core infrastructure components and how they intertwine.