IT Service Manager
3 days ago
**Responsibilities**:
Manage the Operations Team
Oversee the hiring, training, and monitoring of technical operations staff. Managing the Operations leads and teams managing, Google Cloud Platform.. The operations lead also assesses current requirements and enquiries and works with the individual team leads to assigns personnel to resolve each issue.
- He/she would also work with the leads to develop and publish rosters for 24x7 coverage requirements
- Working closely with the Offshore team to ensure coordinated activities between onshore and offshore teams.
- Manage SLAs and other Compliance and Audit Requirements
Working with the finance audit and external auditors on any system related data required for annual audit purposes. operations managers develop IT policies and procedures to ensure that the department operates effectively and reliably. In some IT departments, this process can include developing service level agreements (SLAs) for the help desk.
Resolve Escalations
The operations lead will work with the leads to provide direct user support by handling help desk or service desk escalations. This Includes P1 and P2 operational cases as well as other escalations.
Management Tasks
- Build and maintain good working relationships with various functional clients and drive an effective communications framework.
- Ensure the team follows all of the policies and procedures when performing job duties:
- Engage with the Delivery lead to produce periodic reports Monthly Governance, Quarterly reports to update and Tech M management on progress of operations
- Mentor and motivate a technical team to put in their best effort to improve level of performance
- Liaise with offshore Operations lead and leads to plan and implement action plans for improved technical operations
- Maintain an up-to-date knowledge of business processes, functions and requirements.
Mandatory Skills / Attributes
- Minimum 8-12 years of IT experience in a Systems Administrator / Engineer role.
- Minimum 6 years of Public Cloud hands on experience out of which 2 years must be on GCP.
- GCP Certified Associate ITIL or other relevant certifications Service Now / ITSM tool day to day Operations
- SQL, Python and java are also essential
- Must be willing to provide 24x7 on-call support on a rotational basis with the team. Working experience in Linux administration, Shell Scripting.
- Excellent oral and written communication skills in the English language
- Good team player.
**Job Types**: Full-time, Permanent
**Salary**: $82,337.75 - $167,478.41 per year
Schedule:
- On call
Ability to commute/relocate:
- St Leonards, NSW 2065: Reliably commute or planning to relocate before starting work (required)
Work Authorisation:
- Australia (preferred)
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