Manager - Unified Support Observability
Manager - Unified Support Observability
Posted on :
06-02-2025
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
Key Duties
- People Management
- Employee performance monitoring & appraisals
- Identifying & organizing required 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 results HR/welfare initiatives etc.
- Team administration duties such as
- Support the local administration team in coordinating shift transport
- Shift attendance management
- Support the local finance team in providing overtime/shift allowance reporting
- Provision of reference information to support the HR team provided service letters
- Facilitate staff welfare activities/events in conjunction with the Cloud operations leadership team
- Ensure compliance with local/company regulatory and legal requirements
- Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
- Maintain a conducive work environment and preserve a collaborative culture in the team
- Identify and handle employee requirements concerns grievances and conflicts and address them proactively
- Work together with the local leadership team to design and implement organizational strategy policies guidelines etc. to ensure a stable costeffective and viable operation
- Support the headcount planning and hiring process for new employees with the Cloud operations leadership team
- Execute the onboarding of new employees once they have been appointed
- Operational Management in the Shift
- Ensure the shift team responsible for Event Management Incident Management Deployments and Service Request Management fulfils their duties
- Queue management
- Case acknowledgement and updates
- Case resolutions
- Escalations to stakeholder and resolver groups
- Scheduling of cases
- Ensure the shift team performs all activities observing standard processes and within defined KPI/SLA/SLO
- Support the problem management team in their duties
- Improving processes and documentation to drive continuous improvement in the teams performance
- Distribute educate and inform the shift 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 shift team members with prioritization decisions as they handle multiple Cases
- Ensure the shift team responsible for Event Management Incident Management Deployments and Service Request Management fulfils their duties
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
- Network architectures especially related to Microsoft Azure (e.g. vNets NSGs VPN ExpressRoute SSL/TLS certificates DNS)
- Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes Nagios and others)
- Security principles encryption authentication authorization integrity auditing pentesting etc. and how these are applied in a cloud environment.
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 understand 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 together
- Good communication and interpersonal skills
- Strong organizational skills and ability to multitask
- A good team player with a cando attitude
Working Environment
- 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
- The role includes remote working as part of its role
Qualifications :
Experience
- Mandatory
- At least 4 years of experience in cloud computing services or enterprise IT service delivery or DevOps including a minimum of 2 years in a management capacity
- Demonstrated knowledge of cloud computing services or IT service management methodologies and best practices
- Experience in modern ticket/service desk tooling such as ServiceNow Jira Service Desk or a similar tool
- A formal qualification (a bachelors degree or equivalent) in Computer Science/Information Technology is mandatory
- ITIL qualifications would be useful but are not mandatory
- Scrum master or PRINCE2/PMP certification would be useful though not mandatory
- Vendor provided technical certification (CCNA OCP MCSA etc.) would be useful though not mandatory
- Value Add
- Experience in ITIL ISO 20000 or a similar service delivery framework
- Experience in the provision of cloud computing services or IT service delivery
Additional Information :
We believe that coming together as a community in person is important for innovation connection and fostering a sense of belonging. Our roles have the right balance of remote and inoffice working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
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.
