Operations Service Manager
Belfast
Full time post for six months
The postholder will be responsible for overseeing the day-to-day operations of cloud technologies, ensuring their availability, reliability, scalability, security, and license compliance. With key activities of monitoring, troubleshooting issues, implementing solutions to optimize service delivery and optimisationdesign of business solutions. Collaboration with cross-functional teams to ensure alignment with business objectives and customer needs.
Additionally, the postholder will play a crucial role in driving continuous improvement initiatives to enhance service quality and efficiency. Your strategic vision will guide the development and execution of operational strategies to support business growth and maintain a competitive edge in the dynamic cloud services market. Overall, your focus will be on delivering exceptional service experiences while maintaining the highest standards of operational excellence.
KEY RESULTS AREAS –
Service Delivery
1. Ensure all database servers are backed up in a manner that meets the RPO and RTO defined in customer SLA’s.
2. Troubleshoot database service outages as needed, including after-hours and weekends.
3. Recommend most appropriate high availability and resilience options to meet customers’ requirements.
4. Undertake capacity reviews of managed databases on a regular basis.
5. Document database environments to a quality standard.
Mentor support team colleagues
Quality & IT Service Management Best Practice
6. Participate fully in BSO quality initiatives particularly those involving ITS and specifically the application of ISO 20000;
7. Use and compliance with the ITS service management processes for all service management activity
8. Plan and support service transition to customers and IT operational teams
9. Monitor and maintain performance of ICT services ensuring adequate capacity and availability of services taking both proactive and reactive action when required;
10. Follow BSO ITS change, release and configuration management processes;
Ensure ICT Services operational documentation for which they are responsible for is kept up to date.
ESSENTIAL CRITERIA
11. Hold a university degree in a computer science related subject or relevant ICT professional qualification and have a minimum of 3 years experience in an ICT technical management role within a major organisation*
OR
Have worked for at least 5 years in an ICT Technical management role within a major organisation
AND
12. Have recent experience/knowledge of working with InfrastructureCloud technologies and licensing, such as Windows/Linux/Unix operating systems, Microsoft 365 & AzureAWSGCloud Technology, Relational Database systems, Virtualisation, High Availability, SAN Storage, Networking, Security, Client devices, Web servers, Integration technologies, Application support, etc.
13. Have experience of leading or supporting ICT projects with a budget of over £50,000
14. Have previous experience utilising a project methodology or contract management (e.g. PRINCE 2, other similar methodology).
**A major complex organisation is defined as one with at least 200 staff or a turnover of £50 million per annum
To apply send cv via link