Operations Manager

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.

• 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