We are seeking a dynamic and skilled Senior Operations Specialist to join our LifeRTC Operations Team in the UK. You will provide a world-class service, support and incident management to our customer base, as well as 24x7x365 monitoring and management of our cloud-based services and operational infrastructure. You must be comfortable working in a dynamic environment, show independence, and willingness to proactively take ownership of tasks and issues as they arise. You will be required to work in an on-call rotation, which can include nights, holidays, and weekends. You will provide feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.
Responsibilities
Drive streamlining and scalability for Operations and Support processes by identifying areas for improvement, recommending solutions, and leading implementation and change efforts.
Support customer issues and queries as a part of our 24x7x365 operations team and provide on-call support as per the team rotation.
Liaise between Operations, QA, Security, Professional Services, and Development teams to promote cross team collaboration.
Help and assist the Operations Manager in overseeing the delivery of product releases, scheduling upgrades and maintenance windows with clients, providing peer review, and working to improve the efficiency and reliability of our release delivery process.
Be an escalation point for the Operations staff, as well as internal LTS teams and your assigned vertical.
Working on customer tickets, internal and external, to ensure that all SLAs are met.
Work with other internal departments on escalated tickets.
Oversee monitoring and management of our services and operational infrastructure.
Mentor, train, and provide development input for staff as needed.
Resolve service tickets and communicate any critical changes to the relevant internal and external teams.
Assist with management tasks, stepping in when necessary to support the daily stand up, vendor relationship and capacity meetings, release acceptance, and product triage.
Confidently contribute and adapt to changing requirements, ideas, and solutions.
Support, encourage, and contribute to the growth and success of the entire team.
Collaborate with the team and work towards continuous process improvement.
Requirements
Proven expertise trouble-shooting issues and providing service and support with SaaS, PaaS, IaaS, or related technologies.
Expertise in virtualization technologies (VMWare, Azure VM, Hyper-V, etc).
Expertise in Microsoft Azure, SaaS, PaaS, IaaS, or related technologies.
Expertise in identity management solutions, such as Entra ID, Active Directory, Okta, etc.
Strong expertise in Windows Server technologies.
Expertise in supporting Linux in an enterprise environment.
Extensive industry experience
Expertise in providing service and support as a member of an operations team.
Ability to work as part of a distributed team.
Strong focus on customer satisfaction, consistently providing direct support to a variety of end-users, both in location and in technical proficiency.
Demonstrated team, organizational, documentation and communication skills.
Desire to seek out and utilize new technologies to improve performance and customer satisfaction.
History of technical excellence and continuous learning.
About Team
The LifeRTC Operations Team, led by the Head of Operations, provides world-class support and incident response services to our internal and external customers, and is responsible for the monitoring and management of our extensive cloud-based operational infrastructure. The team, consisting of IT professionals, software engineers, and support specialists, ensures our Azure-based products are available, functional, and reliable by applying best practice service management
What We Value
Our customers – delivering world-class support and providing them with innovative solutions.
Professionalism in all areas: communication, work product, relationships, attitude.
Personal responsibility: the quality of our work is a matter of pride; therefore, we take ownership of our tasks to ensure success.
Integrity: Milliman's people demonstrate integrity in all that we do.
Team collaboration and professional excellence: as a global organization, we rely on our staff to contribute to the good of the overall team
About Milliman
Milliman Inc. is a global, independent actuarial and consulting firm. It was founded in Seattle in 1947 and has offices in major cities around the globe. Milliman's primary business includes consulting practices for employee benefits, healthcare, investment, life insurance and financial services, and property and casualty insurance. The firm is the clear leader in actuarial consulting services in the US and Canada, and has an established presence in Europe, the Middle East, Africa and Asia.