Manager - Unified Support Energy Industry Vertical
Manager - Unified Support Energy Industry Vertical
Posted on :
20-12-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Duties and Accountabilities:
- People Management in one of the five 24x7 shift teams in Unified Support Service Operations Energy Industry Vertical
- Employee performance monitoring & appraisals
- Identifying & organizing necessary training/coaching programs to continually improve and upkeep employee performance (PDPs PIPs etc.)
- Initiating and implementing human resource management best practices as per company & industry standards/directives
- Conducting regular team meetings to keep employees informed about organizational direction/strategy business plans organizational goals/objectives and results HR/welfare initiatives etc.
- Team administration duties such as
- Coordinating shift transport in partnership with the local administration team
- Shift attendance management
- Providing overtime/shift allowance reporting
- Provision of reference information as part of the HR team service letters process
- Facilitating staff welfare activities/events in partnership with team leadership
- Ensure compliance with local/company regulatory and legal requirements
- Ensure all ergonomics and IT facility/equipment needs of staff are duly addressed
- Maintain a conducive work environment and preserve a collaborative culture in the team
- Identify and handle employee needs concerns grievances and conflicts and address them proactively
- Work with the local leadership team to design and implement organizational strategy policies guidelines etc. to ensure a stable costeffective and viable operation
- Facilitate the headcount planning and hiring process for new employees
- Execute the onboarding of new employees once they have been appointed
- Operational Management in one of the five 24x7 shift teams
- Ensuring team members complete their duties including:
- Incident and Queue management
- Deployments and service request fulfilment
- Case acknowledgement and updates
- Case resolutions
- Escalations to stakeholder and resolver groups
- Scheduling of cases
- Ensure the team members perform all activities observing standard processes and within defined KPI/SLA/SLO
- Help the problem management team in their duties
- Improving processes and documentation to drive continuous improvement in the teams performance
- Distribute educate and inform the team of the new/updated SOPs etc.
- Execute the shift handover process at the beginning and end of the teams shift
- Ensure the right resources are available in the shift and work with management to address any shortfalls on a daily and longterm basis
- Help the team members with prioritization decisions as they handle multiple Cases
- Ensuring team members complete their duties including:
Technical Skills:
A wideranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful including:
- Microsoft Azure PaaS (e.g. App Services SQL Database Storage Redis Cache etc.)
- Oracle Database/Middleware Web Servers Proxies Firewalls Kubernetes
- Network architectures especially related to Microsoft Azure (e.g. vNets NSGs VPN ExpressRoute SSL/TLS certificates DNS)
- Security standards encryption authentication authorization integrity auditing pentesting etc. and how these are applied in a cloud environment.
- Alternatively technical or functional knowledge of the IFS product suite is also considered similarly useful for this role.
Personal Abilities:
- Ability to work to deadlines and targets
- Ability to manage own time and that of a team efficiently and effectively
- Ability to work in the international multidiscipline crossfunctional teams
- Flexibility to work to deadlines and needs of the role
- Ability to read and comprehend technical documentation written in English
- Ability to influence and guide others to deliver on the team aims
- Problemsolving skills and the ability to change approach based on information gathered during the process
- Ability to steer and motivate a team of technical individuals both remotely and when working onsite
- Good communication and interpersonal skills
- Strong organizational skills and ability to multitask
- A good team player with a cando attitude
Experience:
- Mandatory
- Proven ability in cloud computing services or enterprise IT service delivery or DevOps or product support with proven expertise in management or team leadership or equivalent capacity
- Demonstrated knowledge of cloud computing services or IT service management methodologies or product support best practices
- Expertise in modern ticket/service desk tooling such as ServiceNow Jira Service Desk or a similar tool
- Expertise in ITIL ISO 20000 or a similar service delivery framework also considered a plus
Continuously expanding your operational and functional/technical domain knowledge is a very important part the role.
The role forms part of a 24x7x365 shift pattern.
The role is nominally 37 hours a week but extra hours may be needed to discharge all associated duties.
Qualifications :
- University or equivalent professional qualifications in software/system engineering or IT operations
- ITIL qualifications would be useful but not mandatory
- Vendorprovided technical certification (CCNA OCP MCSA etc.) would be useful though not mandatory
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
