Operations Manager

about the role
• Contribute to short and long-term organizational planning and strategy as a member of the management team, effective Team Management thereby ensuring customer satisfaction.
• Manage and improve the effectiveness and efficiency of the service support delivery team.
• Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods.
• Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.
• Single point of contact for all operational requirement
• Single point of contact for all escalations within the scope of delivery.
• Satisfying customer queries and follow up on escalated issues.
• Periodic review with customer, trend analysis and reporting
• Ownership for IR, RCA, SIP documents
• Plan and Control ALL Changes
• Manage quality assurance programmes (ISO 20000,ISO 27000 Etc) from the operational documentation perspective
• Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices.
• Driving Service Improvement Program, Initiate and execute structural improvement and efficiency programs.
• Drive Customer Service Management Review as well internal Management Reviews.
• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
• Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained, whether technical, operational, administrative or management activities and staff.
• Mentor / consult with team members, other organizations, customers, and vendors on complex issues
• Maintain high morale, satisfied and productive sub unit staff.
• Identification of sales opportunities arising from service delivery
• Identify Talent within the team & define the development plan for the employee.
• Experience of working in ITIL driven environment is a must.

about you

Working Knowledge of IT infrastructure management, virtualization , network and security management

Experience of handling the remote infrastructure operation & should be highly proficient in ITIL / ITSM framework

Familiarity with systems functionality and business continuity

Conceptual Knowledge of functionaliy of Server Network Storgae and voice components

Experience of using ITSM tool (Remedy / HPSD / ServiceNow)

Experience of working to defined service level commitments

Ready to work in 24 . 7 delivery environment

Good Knowledge on ITIL framework.

Manage and coordinate activities during overall ticket life cycle.

Responsible for sending P1 / P2 Incident notifications as per agreed process

Chair Bridge calls for effective coordination, incident resolution, service restoration

Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Follow the global Service Restoration Management Process

Ensure Incident Timeline Report is created immediately after resolution Contribution to

ongoing process & operational improvements.ITIL Foundation certification is must,

practiotioner / intermediate is preferred.

Real Time & continuous follow-up with various stake holder of customer & vendors for

incident resolution

Participating in operation process enhancement

Possess excellent communication, interpersonal, people Management and Team Management skills.

Formulate skill improvement / training plans and ensure successful execution of the same

Experience of working to defined service level commitments

additional information

ITIL Certification is a must.

department

International Zone

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do busines