Position Summary :
Product Operations Manager will drive stable operations for products / applications under his / her responsibility. Responsibilities include driving the standardization and automation of processes and procedures, coordinating the integration of people from different countries and cultures into one virtual team and drawing on experience in applying ITIL service management knowledge while working closely with other IT Services functions to adjust operational work on multiple demands.
The Product Operations Manager will have operational and management responsibilities for a team of Tech Ops engineers for one or more Managed Services offering(s).
He / she performs operational support for production applications. Day to day work will include troubleshooting issues, documentation, and consultation to other teams, and contribute to the strategic direction of the respective application(s) within their portfolio.
Additionally, the Product Operations Manager assists in the planning of changes / releases / upgrades to the application environments.
He / she demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise.
The Product Operations Manager is accountable for the end-to-end delivery of operational programs and operational projects to meet customer needs, and responsible for customer relationships across their span of control.
Essential Functions of the Job :
Leading a team of geographically dispersed resources to deliver operational support within budget for one or more Managed Services offering(s)
Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
Work with various teams to determine necessary activities to successfully deliver projects and operational support
Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
Responsible for reporting the status of application maintenance and support for the MS offerings
Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals
Must make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles
Manage / navigate multiple teams to deliver operational support and project support in alignment with customer needs with transparency to IT Services and customer stakeholders.
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve risks effectively
IT Management - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components and monitors their performance.
Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to.
Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved.
Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.
Change Management - Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management.
Release and Deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk.
Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews.
Ensures release processes and procedures are applied
Application Support - Reviews and approves procedures and documentation for applications support. Manages application enhancements to improve business performance.
Ensures that all requests for support are dealt with according to set standards and procedures.
IT Operations - Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work.
Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
Provides reports and proposals for improvement to specialists, users and managers.
Problem Management - Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures analyzes patterns and trends.
Incident Management - Ensures that appropriate action is taken to anticipate, investigate and resolve incidents in systems and services.
Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management.
Information Security Management - Ensures that appropriate action is taken to anticipate, investigate and resolve security incidents in systems and services.
Ensures that applications and operational support activities comply with EY’s Code of Connection and Information Security policies
Knowledge and Skills Requirements :
Over 12 years of IT experience and 3 years’ management experience in a production, mission-critical, IT operations environment, preferably in Managed Services
Strong understanding of technology including networks, storage systems, servers, operating systems, application, database and web platforms
Strong customer orientation and able to manage customer expectations
Ability to adhere to strategic operational plans and translate them to actionable roadmaps
Good people management skills
Initiates, builds and maintains productive customer relationships
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to work with multitude of teams to balance demands
Ability to deal efficiently with escalations and difficult situations / people under pressure, such as restoration of services
Outstanding management, interpersonal, communication and organizational skills
12+ years in IT environment working with multiple disciplines to provide operational support in line with customer needs
Significant experience in operations management
Other relevant experience in customer service and / or business management roles
Work experience in managed services industry preferred