Job Description
• 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 services.
• Accountable for the operational delivery of IT services to the company.
• Daily service reporting of operational status to all areas and all levels within the company, where applicable.
• Incident handling (focusing on communication and escalation to support areas, including Service Recovery, and problem management liaison). Also
provide a liaison point between Command & Control Operations and business / support areas, including the co-ordination and hosting of client visits.
• Act as a customer-facing point of contact for Operations in dealing with complex technical and business queries, complaints, etc.
• Authorise and manage the implementation of infrastructure and application changes, small projects/releases and represent Production Operations for
large scale project and releases.
• Ensure full service availability following the resolution of incidents or the implementation of changes. Establish and manage partnerships with internal
and external suppliers.
• Involvement in overseeing the coordination of resources across the technical and business community, including second and third line support
teams, to ensure that focused technical and business investigations are carried out to protect, reinstate or improve service availability.
• 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. This can take the form of utilising technology based
tools such as OPC / TWS Batch Alerting and Alarm Point.
• 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.
• Define, manage and progress strategic direction and tactical execution of operations on Mainframe, AS400, DEC, UNIX, Network, Windows and HPNS
platforms.
• 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 at least one of the following disciplines: ZoS (Mainframe), HP NonStop, Unix or Windows
Preferred competences
• Business and commercial awareness of all RBB Tech managed company‘s services
• Business Risk and SARBOX experience.
• History of exposure to business and support areas.
• Budgetary knowledge and control.
• Understands the infrastructure Production Operations support.
• Flexibility with working hours to meet the demands of the job, i.e. attend on site at peak times or in the event of serious incidents, sometimes at short
notice.
• Formal accreditation e.g. ITIL Green Badge, Kepner-Tregoe accreditation in problem solving and decision making.
