Bank of New Zealand is seeking a Technical Support Director to lead end-to-end production support for critical enterprise applications. This role blends strategic leadership with hands-on operational excellence, ensuring reliable, resilient, and customer-focused technology services.

What You'll Do

Set strategic direction for production support operations, focusing on service reliability, resiliency, and continuous improvement.
Lead and develop global Level 2 production support and business support teams operating in a 24x7 environment.
Ensure consistent application of ITIL-aligned practices across incident, problem, request, change, and configuration management.
Strengthen application availability and performance through proactive monitoring, observability, and operational insights.
Drive structured root cause analysis and ensure corrective actions are implemented to prevent repeat issues.
Partner closely with DevOps, QA, and Development teams to improve production stability and deployment quality.
Lead the adoption of SRE best practices, including SLIs, SLOs, error budgets, and proactive reliability engineering.
Drive automation and reduction of manual toil through tooling, self‑service platforms, and continuous improvement initiatives.
Partner with engineering and product leaders to embed reliability, scalability, and operational readiness into all stages of delivery.
Provide executive‑level reporting on availability, reliability KPIs, operational risks, and improvement roadmaps.
Oversee global vendor partners across onshore, nearshore, and offshore models, holding teams accountable to service levels and outcomes.
Improve and sustain on-call support models, escalation paths, and high-severity incident response.
Ensure CMDB accuracy, configuration integrity, and meaningful dependency mapping.
Create and maintain dashboards that provide clear visibility into service health, trends, and operational performance.
Collaborate with business and technology stakeholders to align support outcomes with organizational goals and customer needs.

What We're Looking For

Minimum of 8 years of experience leading enterprise production support or IT operations in a 24x7 environment.
Demonstrated leadership of technical and business-facing support teams.
Strong working knowledge of ITIL practices and operational service management.
Proven experience managing global vendor support models.
Ability to lead through change with a growth mindset and a focus on people development.
Excellent communication, collaboration, and influencing skills.

Nice to Have

Experience with enterprise observability and application performance monitoring tools.
Hands-on experience with CMDB governance, data quality, and service mapping.
Background partnering with DevOps and engineering teams in modern delivery environments.
Bachelor’s degree in Information Technology, Computer Science, or a related field.

Work Mode

This position follows a hybrid work model.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.