A growing business with a young exciting team of IT engineers, have ambitious plans to improve stability, provide scalability and guarantee resilience within their tech platform. To drive and deliver the project roadmap we are seeking an IT operations manager who has experience in omni channel contact centre technology, cloud migration, service delivery for contact centres and Infrastructure. The IT operations manager will be reporting to the Head of IT and will need to have excellent people and communication skills along with a technical hands on approach to ensure you are able to guide a technical team. You will be familiar with working within ITIL environments and have a pragmatic approach to overcoming technical and business challenges.
As well as being a technology expert, the IT Operations manager will be an exceptional role model, promoting things like best practices, learning and development and introducing a culture of sharing and collaboration. It is important they engage with the wider community and are always up to date with everything emerging in the technology front, whether it is new tools or a new process.
Â·Responsible for Incident Management, Service Performance and Disaster Recovery Provision. Ensure all agreed SLAs are met for incidents and service requests.
Â·Daily operation of business systems – manage a multi-functional team of desktop support technicians and server engineers.
Â·Manage IT procurement activities.
Â·Work to improve service provision and alignment to business needs. Ensure any interruptions to services are resolved quickly – underlying problems are identified and removed. Primary point of contact for major support incidents.
Â·Relationship Management (suppliers/other external vendors) and internal teams.
Â·Support a complex landscape of applications and systems from a variety of vendors.
Â·Define policies and procedures aligned to business needs including information and network security.
Â·Project Manage the IT aspects of cloud migration, office move, system upgrades and other technical projects.
Â·Work with the IT Change Management, Development teams and external partners/vendors.
Â·Review and recommend new procedures to increase IT maturity.
Â·Work with the Head of IT and Dev Team Leads on projects, budgeting and strategy.
Â·Mentoring and development of team. Completing Bi monthly appraisals and reviews, ensuring each individual has a personal development plan.
Â·Deputise for the Head of IT as required.
Technical skills and expertise
Â·Advanced Networking – Packet tracing/Sniffing/Network performance/design/implementation (+3 Years)
Â·Network and Data Security – Firewall/Remote Access solutions/Penn testing/Access control (+3 Years)
Â·VOIP and Contact Centre Solutions (+3 Years)
Â·Basic knowledge of SQL ( +1 Year)
Â·Scripting technologies (+2 Years)
Â·Good knowledge of ITIL or any other industry standard best practice framework (+2 year)
Â·Project management (+3 Years)
Â·Service Desk Management (+4 Years)
Â·Deployment services(+1 Years)
Â·System Admin Experience – Active Directory/DNS/Group Policy/Exchange/Linux (+4 Years)
Â·DR strategies – High availability/backup strategies/system resilience/system monitoring (+2 Years)
Â·PAAS and SAAS Cloud migration – AWS, AZURE, Office 365, Google office (+1 Year)
Â·Supplier procurement and relationship management (+3 Years)
Able to self-manage successfully
Assertive and able to convince people on way of thinking
Thinks outside the box
Confident with strong communication skills
Can do attitude
Adaptable to changes
Proven work ethic
Ability to work to tight deadlines, results driven
Work smarter not harder attitude
Someone with a sense of humour and likes to have fun
Enjoy working in a fast, fun and lively environment
Contact: Kirsty Gill