Project
The Program Manager is responsible for leading the IT Stability & Resilience Program across the Application Support perimeter, ensuring continuous improvement in service availability, incident reduction, monitoring, automation, and operational excellence.
This role bridges technology, process, and governance, coordinating transversal initiatives that strengthen the reliability and scalability of IT production environments supporting critical business lines.
Responsibilities
Define and manage the global IT Stability Program roadmap, ensuring alignment with the GBM/CTO strategy and Production Excellence goals.
Chair Steering Committees, ensuring stakeholder alignment, timely decisions
Define and track stability KPIs and OKRs, such as MTTR, MTTD, SLA adherence, and recurring incident reduction targets.
Coordinate implementation of stability frameworks (SRE, ITIL4, FinOps, Service Quality Index) across production environments
Act as the single point of contact for the Stability Program across IT Production, Business Lines, and central governance.
Ensure all production stability initiatives are aligned with IT risk management, cybersecurity, regulatory, and audit frameworks (e.g., SOX, PCI-DSS, GDPR).
Qualifications
Experience in IT Production / Application Support, with 3+ years in program or project management roles
Certifications (preferred): ITIL v4, PMP / PRINCE2, SRE Foundation, or FinOps Certified Practitioner
Strong understanding of Application Support / IT Production environments
Knowledge of ITIL v4, SRE, DevOps, FinOps, and Incident/Problem/Change Management processes
Experience with monitoring, observability, and automation tools (e.g., Dynatrace, ServiceNow, Ansible, Grafana, ELK)
Familiarity with cloud and hybrid infrastructures (AWS, Azure, Kubernetes, RHEL migrations)
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