Job Description

The Operations Manager (OM) works as part of a global leadership team who are collectively accountable for the delivery of all support
services offered by the Production Operations.
Working on a rotating shift pattern to provide 24 x 7 support services.

Primary Accountabilities

• Responsibility for global operations control activities on a 24 x 7 basis, incorporating Event Management, Incident Management , Batch
  

Processing & Change Management.

• Proactive management of workflow and workload allocation across multiple support processes, technical disciplines and competing
  

business priorities.

• Drive consistent 'best practice' approach within and across shifts
  
• Deal effectively and quickly with all queries, issues or complaints.
  
• Coordinate checkpoints for major Changes / Releases.
  
• Responsible for invoking/co-ordinating Business Continuity plans
  
• Accountable for the management of incidents, raised from events that could impact company’s Group services.
  
• Daily service reporting of operational status to all areas and all levels within the Group, where applicable.
  
• Incident handling (focusing on communication and escalation to support areas, including Service Recovery, and problem management
  

liaison

• Accountable for maintaining the operational integrity of the data centre IT production environment during incidents with overall
  

responsibility for the recovery activities for critical business systems

• Ensuring compliance and adherence to the Change, Incident and Problem Management processes and supporting procedures.
  
• To develop and deploy innovative solutions to address individual and unique business needs.
  
• Responsible for producing and reviewing incident and error reports. Incept and co-ordinate service and process initiatives to reduce or
  

mitigate service impact to our customers, this includes trend analysis.

• Be accountable and answerable to stakeholders for any issue involving any particular platform.

Requirements

• Proven leadership skills
  
• Customer Focus
  
• Conversant with Operation systems and Software Applications used within IT and dependent components
  
• Incident, problem and change management skills.
  
• Customer service and liaison skills between command and control operations and multiple technical / business support areas and
  

customers.

• Excellent written & verbal communication skills.
  
• Excellent interpersonal skills and proven presentation skills.
  
• Full understanding of the Run and Recover processes
  
• Ability to co-ordinate incident resolution when dealing with multiple support areas and / or suppliers.
  
• Conversant with risk governance and the implications to Incident Management.
  
• Technical knowledge in IT infrastructure components

Company offers