IT Operations Manager

IT Operations Manager

Vacancy expired!

PLEASE ONLY APPLY IF A OR HOLDER, SORRY OUR CLIENT CANNOT SUPPORT ANY VISA'S. THIS IS A PERM POSITION NO C2C, C2H OFFERED. FLUENT ENGLISH WRITTEN AND VERBAL REQUIRED.

Our client has an immediate need for IT Operations Support Manager. This position will be responsible for the creation and subsequent ownership of the entire production application support function, including management of people and process. The Support Manager will be responsible for leading operations support team, supporting/resolving incidents and helpdesk tickets for our production systems. The ideal candidate will be able to ensure timely completion of incidents and outages. The ideal candidate for this role is technically savvy, analytical, and process-oriented. This person must anticipate and embrace the challenge of solving critical business problems in a fast-paced environment. We're looking for someone who is a self-starter, willing to perform a variety of responsibilities and would be comfortable working with cross-functional teams.

• The Support Manager will be responsible for leading an hybrid operation support team (onshore and offshore), offering technical guidance and delivering an exceptional experience to our customers
• Monitor team members’ schedules to ensure maximum utilization of available resources
• Communicate with customers as required, including keeping them informed of incident progress and notifying them of delays in service delivery
• Report on and remain accountable for team performance
• Ensure that service tickets are worked by way of established procedure
• Serve as an escalation point to team members
• Activities of the production support team include but are not limited to: application monitoring and health check to assure system availability and stable performance, user query and production incident handling, trouble-shooting application performance issues, application environment/infrastructure management, capacity management
• Ability for team to multi-task and provide Saturday support on a rotational basis
• Work activities specific to Production (Application) Support roles include Problem/Incident Management, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, etc
• Establish and guide best practices, design patterns and standards for all production support
• Assess resources, platforms, and applications to establish baseline and determine immediate and ongoing needs of program
• Devise procedures to inspect and report quality issues
• Appraise internal customers' SLA's and make sure they are satisfied
• Facilitate proactive solutions by collecting and analyzing data
• Review current standards and policies
• Build the support function and team
• Manage day-to-day activities of Production (Application) Support team members

• Bachelor's Degree in Technology or Engineering related field
• 5+ years experience in IT application support management position for enterprise systems/platforms
• Hands-on experience in supporting client applications and close interaction with the business users and application teams
• Day to day tasks requires the ability to solve production situations under tight SLA deadlines
• Must have excellent oral and written communication skills
• Experience with automation and simplification of tasks
• Knowledge of ITIL framework including ITSM – Incident, Change and Problem management
• Strong experience and capability of implementing and scaling an Software support team and support framework
• Experience working in a matrixed environment and interacting with multiple stakeholders.
• Strongly prefer experience with AWS Cloud