Ops Manager ,Voice Platform and Customer Service Solutions

Key Responsibilities:

• Lead the Operations engineers and collaborate with other internal and external teams as needed.
• Work with Operations engineers and monitoring teams to ensure deployed products are continuously available to target users as per agreed quality and efficiency targets, following the agreed processes.
• As a key member of the product teams, you must work closely with other team members such as product owners, technical design leads and developers to ensure products are designed and implemented for efficient and continuous operations and have adequate quality for product deployments.
• Plan proactive actions to ensure continued operations and compliance of deployed products and collaborate with other team members to improve the operational performance.
• Responsible for Product service design in CMDB according to KONE data model to enable ITSM process and reporting.
• Accountable and responsible to establish and /or run operations with required information security and other compliance requirements as per processes in use.
• Accountable and Responsible for key Operations processes including incident management, Request management, Root Cause Analysis for own scope, as defined in the ITSM processes.
• Accountable & responsible for creating and maintaining service descriptions, documentation, knowledge articles, user instructions, and conduct end-user communication and training.
• Where applicable, responsible for actively collaborating with Service providers and technology vendors to ensure product operations run smoothly in an uninterrupted manner and meet the agreed targets.
• Responsible for seamless integration of multiple service providers to deliver harmonized user experience, where applicable, working closely with Service Integration and Management experts.
• Responsible for ensuring business continuity preparedness for the products in scope including building and maintaining recovery capabilities.
• Responsible for engagement with key users and user network and keep them informed of the changes and improvements. Seek their feedback regularly to identify improvements to the operational performance.
• Accountable for ensuring the product performance targets from quality, cybersecurity, cost optimization and end user experience point of view.
• Responsible for closely following the operational performance and communicating the same to stakeholders as well as their own team members.
• Ensure that the products in scope are continuously and securely available to target users for use.

Skills & experience we are looking for:

• Minimum 10 years experience in IT service management.
• Strong experience of working with business applications on cloud technologies.
• Strong knowledge of ITIL and understanding with DevOps ways of working.
• Skilled at operating in global environments, driving alignment, and delivering impactful results across interconnected systems.
• Strong communication and interpersonal skills supporting good relationship building with business stakeholders and peers.
• Hands-on experience in service performance and quality management, as well as their reporting practices.
• Experience with Service Integration and Management (SIAM) practices.
• Experience in supplier and contract management.
• Familiarity with Call Center and Telecom functionalities/workflows would be added advantage.
• Agile and Lean methods understanding.
• Familiarity with product management practices.
• Excellent collaboration skills and ability to work as part of a team or independently.
• Experience in working in an international environment with stakeholders and teams distributed globally
• University level degree or equivalent.

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