IT Operations Manager (Managed Operations Services)

Purpose of the job

To manage a team of operations engineers in Collinson s Managed Operations Services (MOS) team.

To be the first level of escalation & contact by Collinson s customers & service management teams, for any operations related matters.

To engage internal and external stake holders in matters pertaining to operating the hosted applications & systems.

To work closely with Collinson s partners for managed services (infra and security).

Key scope

Own the end-to-end implementation of Collinson s Loyalty Product on public / hybrid cloud infrastructure.

Gain a thorough understanding of the Loyalty product being operated by the team.

Deliver a fully operated Loyalty Services to Collinson s customers in EMEA, ASPAC and ANZ.

Monitor and manage Customer SLAs.

Vendor management contracts, commercials, SLAs, service reviews, escalations, negotiations, etc.

Work with internal and customer s project teams to support infra-related enhancements for new projects & upgrades. Be single point of contact for all operational matters.

Own & drive all production incidents until completion.

Drive continuous improvement and enhancements within the team.

Deliver periodic reporting to the relevant internal & external stakeholders.

Participate in security & compliance audits, as the owner of the MOS team. Work with internal and external teams to ensure a successful completion of all these audits.

Conduct periodic reviews e.g. user access reviews, firewall reviews, DR plan reviews, etc.

Be available on-call 24x7x365 to support any production incidents/calls & also ensure the team is able to deliver on the relevant SLAs.

Excellent spoken and written English communication skills (a must have).

Great team player & a friendly people person .

Excellent coach & mentor to others in the team.

Hire new operations engineers as part of team expansion.

Requirements

Minimum 7-10 years of prior experience in managing an infra / application operations team which hosted and delivered enterprise transactional applications on public cloud (AWS, Azure, etc.).

Extensive knowledge of cloud hosting, server & network management in a cloud environment, IS A MUST.

Extensive knowledge of infrastructure monitoring (PRTG, Nagios, Solarwinds, etc.).

Can quickly identify and troubleshoot Application (Solutions), Systems & Infrastructure issues.

Knowledge of Reporting performance SLAs to customers.

ITIL-certified.

Vendor management experience IS A MUST.

Experienced in commercial negotiations, contracts/SLAs with vendors.

Experience in setting up and/or operating a PCI-DSS or ISO:27001certified platform.

Experience in Banking / Loyalty Services domain.

This job requires honouring & delivering a 24X7x365 SLA to our customers so after-office hours or weekend engagement should be expected. These extra workings would be compensated.

Candidate Attributes

Effective Leader leading by example, identifying issues and coming up with solutions for the team. Able to gain confidence of the team & being an effective mentor/coach.

Technology champion Must have extensive prior experience in various cloud technologies and software technologies (e.g. Java, Oracle DB, Tomcat, Apache, NGINX, etc.)

Problem solver should possess relevant technology, application & people skills to solve any kind of problem for the team.

Able to translate high level strategic thinking to tangible, actionable roadmaps for execution.

Excellent interpersonal skills and able to communicate at ease with all levels of management, team members, clients, and other stakeholders across different cultures and time zones.

Excellent written and oral communication skills in English.

Ability to handle customer expectations, communication and withstand demanding situations.

Ability to hire, build, management and motivate small to medium sized operations team.

Strong capability in time management and ability to prioritise tasks.

Excellent multi-tasker.

Meticulous in whatever he/she does and has an eye for details.

Highly flexible and adaptable to fast-changing situations.

Someone who can soak up the pressure and maintain a cool head even in high-pressure situations.

Good collaboration skills. Transparent & sincere.

Able to coach and mentor the team members, while driving them to reach the established goals.

Able to put team s interests in front of own s.