TechOps-DE-SNOW-TechLead

The opportunity

• The Operations Delivery Manager will build strong and effective relationships in order to keep the team focused on delivering value to the client.
• Expected joining date Immediate.
• Experience: 10-12 years’ experience

Your key responsibilities

• Manage the L2 & DevOps team to provide Maintenance and Operations services to the client.
• Undertake proactive day to day management of operations queues (incidents, fulfilment tasks & service requests)
• Ensure team complete critical activities such as start, middle & end of day checks.
• Be proactive, getting technically involved where required.
• Manage the team members to be focused on delivering value to the client and maximize staff productivity by minimizing meetings and maximizing valuable engagement.
• Manage team’s workload, review, and approve timesheets for Maintenance and Operations staff, and ensure the utilization is high.
• Actively manage application specific enhancements/defects.
• Plan & manage platform upgrades (up to two per year)
• Produce weekly & monthly service review reports to highlight risks, key decisions & progress.
• Highlight any risks and issues observed to the team.
• Work with the management team to assist with tracking & escalation of issues.
• Monitor and drive issue resolution and escalate out of line situations.
• Work consultatively with stakeholders and retain focus.
• Identifying areas for additional services that could provide the customer.
• Represent professionally and keep up to date with training and governance requirements set by the team.
• Minimum 8+ years of hands-on experience on the below ServiceNow modules (Recommended):
  • Must Have: ITSM, CMDB, Service Portal, CSM, Custom Applications, ServiceNow Family Upgrades, ITIL Foundation
    • Good to have: HRSD, ITOM, Discovery, IRM, SecOps