Operations Manager

Operations Manager

Cloudstaff Philippines Inc
Not Specified
Not Specified

Job Description


Job Summary
Lead a support team distributed across different locations in a 24x7 operation.
. Hire, retain and develop operations staff.
. Be an active part of the support roster.
. Manage the support roster to ensure Prezzee has sufficient coverage to meet its SLAs.
. Evolve and mature the support operating model and processes, ensuring that Prezzee
continues to meet its customer commitments and SLAs, particularly as it expands
through new regions and grows its existing customer base.
. Develop processes and tools to ensure incidents and support requests are resolved
efficiently and effectively. This would include playbooks, monitoring, problem
management and staff training and development.
. Provide input to deployment processes to ensure that deployments go smoothly, and
high-quality code is moved into production.
. Be responsible for Incident Management processes, both during an incident (Incident
Manager) and afterwards to ensure that we continually improve our ability to respond
and also reduce the likelihood of an issue recurring.
. Be the Product Owner for the Problem Backlog - ensuring there is a problem
register, problems are converted to Jira's and champion the prioritisation of items
which will make a difference to our customers.
. Produce service level reporting for internal and external stakeholders.
. Produce Incident Reports and Post Incident Review Reports.
. Analyse support requests to identify common themes and actions to reduce them.
. Ensure our monitoring and alerting is appropriate to support the Operations function.
. You are able to work across multiple markets to support the growth of the business
across new markets.
. You develop clear coaching, development and succession plans that enable personal
and professional success, growing capability whilst also working towards aspirational
stretch targets. We are ready for the ongoing growth - our people grow as we do.
. You can embed an agile way of working that will allow for a ‘growth mindset.
. You actively promote and support a safe, healthy and secure workplace for yourself,
your co- workers, team and any other person at the workplace. You comply with all
work health and safety laws and regulations and the Company's work health and
safety practices and procedures.Job Description
Lead a support team distributed across different locations in a 24x7 operation.
. Hire, retain and develop operations staff.
. Be an active part of the support roster.
. Manage the support roster to ensure Prezzee has sufficient coverage to meet its SLAs.
. Evolve and mature the support operating model and processes, ensuring that Prezzee
continues to meet its customer commitments and SLAs, particularly as it expands
through new regions and grows its existing customer base.
. Develop processes and tools to ensure incidents and support requests are resolved
efficiently and effectively. This would include playbooks, monitoring, problem
management and staff training and development.
. Provide input to deployment processes to ensure that deployments go smoothly, and
high-quality code is moved into production.
. Be responsible for Incident Management processes, both during an incident (Incident
Manager) and afterwards to ensure that we continually improve our ability to respond
and also reduce the likelihood of an issue recurring.
. Be the Product Owner for the Problem Backlog - ensuring there is a problem
register, problems are converted to Jira's and champion the prioritisation of items
which will make a difference to our customers.
. Produce service level reporting for internal and external stakeholders.
. Produce Incident Reports and Post Incident Review Reports.
. Analyse support requests to identify common themes and actions to reduce them.
. Ensure our monitoring and alerting is appropriate to support the Operations function.
. You are able to work across multiple markets to support the growth of the business
across new markets.
. You develop clear coaching, development and succession plans that enable personal
and professional success, growing capability whilst also working towards aspirational
stretch targets. We are ready for the ongoing growth - our people grow as we do.
. You can embed an agile way of working that will allow for a ‘growth mindset.
. You actively promote and support a safe, healthy and secure workplace for yourself,
your co- workers, team and any other person at the workplace. You comply with all
work health and safety laws and regulations and the Company's work health and
safety practices and procedures.
Qualifications:
Lead a support team distributed across different locations in a 24x7 operation.
. Hire, retain and develop operations staff.
. Be an active part of the support roster.
. Manage the support roster to ensure Prezzee has sufficient coverage to meet its SLAs.
. Evolve and mature the support operating model and processes, ensuring that Prezzee
continues to meet its customer commitments and SLAs, particularly as it expands
through new regions and grows its existing customer base.
. Develop processes and tools to ensure incidents and support requests are resolved
efficiently and effectively. This would include playbooks, monitoring, problem
management and staff training and development.
. Provide input to deployment processes to ensure that deployments go smoothly, and
high-quality code is moved into production.
. Be responsible for Incident Management processes, both during an incident (Incident
Manager) and afterwards to ensure that we continually improve our ability to respond
and also reduce the likelihood of an issue recurring.
. Be the Product Owner for the Problem Backlog - ensuring there is a problem
register, problems are converted to Jira's and champion the prioritisation of items
which will make a difference to our customers.
. Produce service level reporting for internal and external stakeholders.
. Produce Incident Reports and Post Incident Review Reports.
. Analyse support requests to identify common themes and actions to reduce them.
. Ensure our monitoring and alerting is appropriate to support the Operations function.
. You are able to work across multiple markets to support the growth of the business
across new markets.
. You develop clear coaching, development and succession plans that enable personal
and professional success, growing capability whilst also working towards aspirational
stretch targets. We are ready for the ongoing growth - our people grow as we do.
. You can embed an agile way of working that will allow for a ‘growth mindset.
. You actively promote and support a safe, healthy and secure workplace for yourself,
your co- workers, team and any other person at the workplace. You comply with all
work health and safety laws and regulations and the Company's work health and
safety practices and procedures.

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