Essential Duties and Accountabilities
- People Management in one of the five 24x7 shift teams in the Unified Support - Service Operations - Manufacturing Vertical
- Employee performance monitoring & appraisals
- Identifying & organizing required training/coaching programs to continually improve and upkeep employee performance (PDPs, PIPs, etc.)
- Initiating and implementing human resource management best practices as per company & industry standards/directives
- Conducting regular team meetings to keep employees informed about organizational direction/strategy, business plans, organizational goals/objectives, and results, HR/welfare initiatives, etc.
- Team administration duties such as,
- Support the local administration team in coordinating shift transport
- Shift attendance management
- Support the local finance team in providing overtime/shift allowance reporting
- Provision of reference information to support the HR team provided service letters
- Facilitate staff welfare activities/events in conjunction with the Unified Support - Service Operations - Manufacturing Vertical leadership team
- Ensure compliance with local/company regulatory and legal requirements
- Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
- Maintain a conducive work environment and preserve a collaborative culture in the team
- Identify and handle employee requirements, concerns, grievances, and conflicts and address them proactively
- Work together with the local leadership team to design and implement organizational strategy, policies, guidelines, etc. to ensure a stable, cost-effective, and viable operation
- Support the headcount planning and hiring process for new employees with the Unified Support - Service Operations - Manufacturing Vertical leadership team
- Execute the onboarding of new employees once they have been appointed
- Operational Management in one of the five 24x7 shift teams in the Unified Support - Service Operations - Manufacturing Vertical
- Ensure the team members responsible for incident management, deployments, and service request fulfillment complete their duties
- Queue management
- Case acknowledgment and updates
- Case resolutions
- Escalations to stakeholder and resolver groups
- Scheduling of cases
- Ensure the team members perform all activities observing standard processes and within defined KPI/SLA/SLO
- Support the problem management team in their duties
- Improving processes and documentation to drive continuous improvement in the team's performance
- Distribute, educate, and inform the team of the new/updated SOPs, etc.
- Execute the shift handover process at the beginning and end of the team's shift
- Ensure the right resources are available in the shift and work with management to address any shortfalls on a daily and long-term basis
- Help the team members with prioritization decisions as they handle multiple Cases
Technical Skills:
A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful, including:
- Microsoft Azure PaaS (e.g., App Services, SQL Database, Storage, Redis Cache, etc.)
- Oracle Database/Middleware, Web Servers, Proxies, Firewalls, Kubernetes
- Network architectures, especially related to Microsoft Azure (e.g., vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
- Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
Alternatively, technical or functional knowledge of the IFS product suite is also considered similarly useful for this role.
Personal Abilities:
- Ability to work to deadlines and targets
- Ability to manage own time, and that of a team, efficiently and effectively
- Ability to work in the international, multi-discipline, cross-functional teams
- Flexibility to work to deadlines and needs of the role
- Ability to read and understand technical documentation written in English
- Ability to influence and guide others to deliver on the team aims
- Problem-solving skills and the ability to change approach based on information gathered during the process
- Ability to steer and motivate a team of technical individuals, both remotely and when working on-site together
- Good communication and interpersonal skills
- Strong organizational skills and ability to multi-task
- A good team player with a can-do attitude
Required Education & Experience
Experience:
- Mandatory
- At least 6 years experience in cloud computing services or enterprise IT service delivery or DevOps or product support, including a minimum of 2 years in a management or team leadership capacity
- Demonstrated knowledge of cloud computing services or IT service management methodologies or product support best practices
- Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
- Value Add
- Experience in ITIL, ISO 20000, or a similar service delivery framework
Continuously expanding your operational and technical domain knowledge is a very important part of being a Manager - Unified Support
The role forms part of a 24x7x365 shift pattern
The role is nominally 37 hours a week, but extra hours may be needed to discharge all associated duties
- A University degree, or equivalent professional qualifications, in software/system engineering or IT operations is essential
- ITIL qualifications would be useful but are not mandatory
- Vendor-provided technical certification (CCNA, OCP, MCSA, etc.) would be useful though not mandatory
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
