Digital Operations Manager

IMMEDIATE JOINER

ROLE - Digital Operations Manager

POSITION PURPOSE

The
Digital Operations Manager
will be a crucial member of our dynamic Digital technology team. Responsible for efficient and effective delivery of technical support services, maintaining high levels of customer satisfaction. The
Digital Operations Manager
plays a crucial role in managing day-to-day support operations, resolving complex technical issues, and continuously improving support processes.

SUMMARY

As a
Digital Operations Manager
, you will be leading and managing the technical support team to ensure the delivery of high-quality support services. This involves overseeing daily support operations, handling escalated customer issues, and driving continuous improvement in support processes. The
Digital Operations Manager
acts as a key liaison between the support team, customers, and other departments, ensuring efficient problem resolution and high customer satisfaction.

EXPERIENCE

• Minimum of 3-5 years of hands-on experience in Support management roles.
• Experience in managing relationships with third-party vendors and service providers.
• Proven experience in building and developing a cohesive support team.
• Experience in analysing support metrics and using data-driven insights to improve performance.
• Proven ability to coordinate and optimize support services across various regions or time zones.
• Statelake (middleware platform) with solid understanding of databases and
  MySQL
  and
  Object Pascal
  for data retrieval and storage.
• Expertise in working with various data formats like
  JSON, XML.

KEY RESPONSIBILITIES

Issue & Change Management

• Oversee the resolution of technical issues and ensure timely responses.
• Handle escalated business issues and provide advanced technical solutions.
• Maintain high standards of customer service and satisfaction.
• Act as a liaison between the support team, other departments, and management.
• Communicate effectively with business stakeholders, providing clear and concise information.
• Provide regular updates to management on team performance and support related issues.

Crisis Management

• Lead the support team during high-pressure situations or crises.
• Ensure clear communication and swift resolution during incidents.
• Implement monitoring tools and systems to detect early signs of potential crises. This includes monitoring system performance, security alerts, and customer feedback.
• Establish clear mechanisms for quickly alerting the support team and relevant stakeholders when a potential crisis is detected. This can include automated alerts, instant messaging, or emergency hotlines.
• Mobilize the necessary resources, including additional support staff, technical experts, and communication tools, to manage the crisis effectively.
• Lead the efforts to diagnose and resolve the underlying issues causing the crisis. Collaborate with technical experts, product teams, and external vendors as needed.
• Conduct a thorough post-crisis analysis to understand the root causes, response effectiveness, and areas for improvement. Document the findings and lessons learned.
• Prepare detailed incident reports that document the crisis, response actions, resolution, and outcomes. Share these reports with relevant stakeholders and management.

Reporting & Documentation

• Prepare and present regular reports on support metrics and team performance.
• Perform and document root cause analyses for major incidents, identifying the underlying issues and steps taken to prevent recurrence.
• Develop and maintain a comprehensive knowledge base with articles on common issues, troubleshooting steps, and best practices. Ensure this is regularly updated and accessible to the support team and customers.
• Track KPIs such as response time, resolution time, first contact resolution rate and ticket volume. Regularly analyse these metrics to identify trends and areas for improvement.
• Develop and maintain SOPs for all support processes, ensuring they are clear, detailed, and easily accessible to the team.

Team Management

• Identify and develop talent via coaching, mentoring and the implementation of individual Team Member learning plans.
• Conduct training sessions to enhance the team's skills and knowledge in integration technologies.
• Team Management and delegation.
• Completion of regular and annual performance reviews.

Work, Health & Safety

• Always exercise a duty of care and due diligence.
• Ensure compliance with WHS Policies and Procedures
• Be responsible for complying with all legislative requirements of the company's Safety System & Strategy and being aware of updates to information, policies, or legislation.
• Ensure compliance with the requirements of the applicable Safe Work Practice (SWP) that is related to this position
• Identify hazards & risks within the workplace and either fix, remove or report

Human Resources

• Adhere to all company Standards, Policies and Procedures
• Embrace and follow the company values.
• Carry out the duties, in accordance with the terms and conditions of employment.
• Notify the Human Resources Manager of all employment relations matters.
• Assist in investigations and employee relationship matters as advised by the Group Risk Manager and/ or Human Resources Manager.
• Complete ad hoc duties as required.

SKILLS & ATTRIBUTES

• Strong understanding of technical support processes, IT infrastructure, and software systems.
• Ability to troubleshoot technical issues and provide effective solutions.
• Ability to convey technical information clearly to both technical and non-technical stakeholders.
• Analytical mindset and ability to analyse complex issues.
• Flexibility to adapt to changing priorities and business needs.
• Ability to handle stressful situations and maintain composure.
• Experience in leading and managing a team of support specialists.
• Ability to work collaboratively in cross-functional teams and communicate effectively with team members.

What we offer

Culture of caring.
At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development.
We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work.
GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility.
We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way

High-trust organization.
We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

No recruiters please.