Operations Shift Manager

Job description

JOB DESCRIPTION Operations Shift Manager As an Operations Shift Manager you will play pivotal role in our Global Operations Center ensuring the continuous functioning of our businesscritical systems. What youll need to bring to the team Team Leadership: Lead a team of Operations Analysts and Incident Managers overseeing shift operational activities. Workload Coordination: Coordinate shift workloads to ensure full coverage and optimal resource utilization. Escalation management: Serve as the escalation point for Major Incidents impacting internal and external services. Communication Management: Provide timely and accurate updates on major business events to senior and executive leadership during shifts. Postincident review and analysis: Collaborate with Problem Management practice in postincident reviews to analyze the causes and contributing factors of incidents identifying areas for improvement and implementing corrective actions to prevent recurrence. Stakeholder management and communication: Maintain effective communication and collaboration with stakeholders including IT teams business units and senior management to ensure alignment of incident & event management activities with organizational objectives. Performance monitoring and reporting: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the team providing regular reports and insights for management review. Continuous improvement initiatives: Champion a culture of continuous improvement within the function identifying opportunities to enhance processes tools and capabilities. Influence enhanced service stability and availability. Knowledge management and documentation: Promote knowledge sharing and documentation of incident resolution procedures & event control procedures contributing to the development of a comprehensive knowledge base for future reference. Team Collaboration: Foster collaborative environment amongst the peer group of Shift Managers promoting knowledge sharing crosstraining and collective problemsolving. Must be available via cell phone for necessary coverage offhours incidents as part of rotation schedule. Required Experience 8 years in IT Operations or Service Management environment with at 3 years managing operational teams. Proven experience in leading or managing incident management teams. Strong analytical organizational and problemsolving skills with the ability to analyze complex issues and drive effective solutions. Strong customer communication skills with the ability to communicate technical issues to nontechnical customers. Excellent verbal and written communication skills with the ability to convey technical information to nontechnical stakeholders. Ability to collaborate effectively with crossfunctional teams and stakeholders to achieve common goals and objectives. Strong Skills in managing stakeholders at various levels with ability to build and maintain positive relationships. Ability to apply technical analysis of application issues to solve customer reported problems. Ability to work well within a team to learn and share knowledge. Qualification Must Possess at least Bachelors Degree Post Graduate Diploma/ Computer Science and Technology or equivalent. ITIL v4 Specialist: Monitor Support & Fulfill or ITIL v3 Intermediate: Service Operations is required. COBIT / ISO 20000 is a plus. Lean Six Sigma knowledge is a plus. Experienced in project related to continuous improvement and process management. Strong communication skills (verbal and written) Driven and passionate of IT service Delivery

Qualifications :

Qualifications

• Must Possess at least Bachelors Degree Post Graduate Diploma/ Computer Science and Technology or equivalent.
• ITIL v4 Specialist: Monitor Support & Fulfill or ITIL v3 Intermediate: Service Operations is required. COBIT / ISO 20000 is a plus.
• Lean Six Sigma knowledge is a plus.
• Experienced in project related to continuous improvement and process management.
• Driven and passionate of IT service Delivery
• Strong communication skills (verbal and written)

Additional Information :

Our uniqueness is that we truly celebrate yours. Experians culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI work/life balance development authenticity engagement collaboration wellness reward & recognition volunteering... the list goes on. Experians strong people first approach is award winning; Great Place To Work in 24 countries FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

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Remote Work :

No

Employment Type :

Fulltime