Job Description
We are seeking an experienced DevOps Manager to lead a 24/7 Application Platform Support operation, supporting critical enterprise platforms and services for major UK clients. This role is responsible for ensuring operational stability, service excellence, and effective incident and escalation management across complex, business‑critical environments. The successful candidate will bring strong operational leadership experience within a 24/7 support or managed service environment, combined with a solid technical background in DevOps, cloud platforms, and modern operational practices.
The DevOps Manager will lead support teams operating across shift patterns, drive continuous improvement, manage major incidents through to resolution, and maintain strong client stakeholder relationships during high‑pressure operational situations.
Key Responsibilities
* Lead and manage a 24/7 Application Platform Support function across multiple enterprise clients and platforms.
* Ensure operational coverage, shift management, handovers, and service continuity across all support tiers.
* Establish and maintain high‑performing operational teams with strong accountability and service culture.
* Monitor operational KPIs, SLAs, OLAs, service availability, and support performance metrics.
* Drive operational maturity, automation, and continuous service improvement initiatives.
* Take ownership of major incidents and critical service escalations from initiation through to full resolution.
* Act as the senior operational lead during high‑severity incidents and customer‑impacting outages.
* Lead challenging stakeholder conversations with confidence, professionalism, and composure.
* Coordinate cross‑functional technical teams during incident resolution activities.
* Ensure effective root cause analysis, post‑incident reviews, and preventative action tracking.
Qualifications
* 7+ years’ experience within Application Support, Managed Services, Platform Operations, or IT Operations environments.
* Proven experience managing 24/7 operational support teams within enterprise‑scale environments.
* Strong background in DevOps, platform engineering, cloud operations, or infrastructure support.
* Demonstrable experience managing major incidents and high‑pressure operational escalations end‑to‑end.
* Experience working with large enterprise, public‑sector or highly regulated environments.
* Strong leadership capability across distributed, shift‑based, or multi‑disciplinary teams.
* Experience handling difficult customer conversations and executive stakeholder management during critical incidents.
* Excellent communication, organisational, and decision‑making skills.
* Strong understanding of ITIL‑aligned service management practices.
Benefits
* Hybrid working model with flexible working.
* Private medical health care via Vitality.
* Pension contribution and life assurance.
* Professional certifications supported as part of learning and development.
* A range of retail discounts to enhance your lifestyle, including restaurants, supermarkets, travel, leisure activities and health and well‑being services.
* Access to Employee Resource Groups, representing diverse backgrounds and providing a platform for colleagues to connect, learn, and support one another.
Equal Employment Opportunity
We are a Disability Confident Employer and are committed to creating an inclusive and diverse environment that celebrates every individual. Our recruitment processes are based on individual merit. If you require any reasonable adjustments or additional support during the interview process, please email Meena at reasonableadjustments@netcompany.com for assistance.
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