Vice President, Control Management, L1 Support & Client Solutions

Job Description

This process will enable the firm to engage the appropriate teams in a timely manner and provide the ability to quickly remediate critical control issues across all the impacted areas of the firm.

The Controls Room, a critical component of the Firmwide Control Management organization, functions as a controls reporting and analytics utility for the Firm. Its mission is to provide meaningful management information that will facilitate decision making.

As a Vice President in Control Management Support Services Operations, you will provide strategic leadership and advanced operational support related to Data Control, Application Issues, Incident Management and Reporting.

• Provide strategic leadershipfor day-to-day operations, including complex issue resolution, user enhancement requests, and UAT testing.
• Own and optimize ticketing operations(support tools, shared mailbox/queue), ensuring accurate triage, tracking, and timely SLAs.
• Prioritize, schedule, and manage the backlog drive escalations and handoffs to L3 with clear problem statements and evidence.
• Deliver advanced troubleshootingacross application, and data issues lead root-cause analysis and remediation.
• Lead Access Administrationand oversee periodicentitlement recertificationfor supported applications.
• Lead and contribute to projectsthat improve stability, automation, and operational efficiency.
• Mentor team membersthrough coaching, knowledge sharing, and best-practice reinforcement to build a high-performing team.
• Set clear objectives and direction, motivate the team, and ensure accountability for outcomes and service quality.
• Drive continuous improvementvia process simplification, automation, and reduction of repeat incidents.
• Oversee end-to-end operations and support, including ticket triage and SLAs, data quality reconciliation, application health checks, access/entitlement management, defect/change and release validation, incident/problem management, reporting & analytics, and go-live support.

• Master's degree in Business Management/ Finance or bachelor's degree in Commerce/ Accounts or equivalent.
• Extensive experience in relevant fields, typically more than 10 years.
• In-depth knowledge of risk management and control principles.
• Exceptional written and verbal communication skills.
• Strong customer service orientation with a focus on delivering high-quality solutions.
• Ability to effectively communicate with both Technical and Business Partners.
• Excellent organizational, documentation, and multi-tasking skills with a proven ability to manage expectations and deliver results.
• High level of professionalism, self-motivation, and a proactive approach to problem-solving.
• Leadership skills with the ability to influence and drive change.

• Proficiency in ITIL practices and frameworks.
• Experience with ServiceNow and Jira for incident management and project tracking.

Location - Bengaluru

Shift - EMEA