Manager - Unified Support (Observability)

Key Duties

• People Management
  • Employee performance monitoring & appraisals
  • Identifying & organizing required training/coaching programs to continually improve and upkeep employee performance (PDPs, PIPs, etc.)
  • Initiating and implementing human resource management best practices as per company & industry standards/directives
  • Conducting regular team meetings to keep employees informed about organizational direction/strategy, business plans, organizational goals/objectives, results, HR/welfare initiatives, etc.
  • Team administration duties such as,
    • Support the local administration team in coordinating shift transport
    • Shift attendance management
    • Support the local finance team in providing overtime/shift allowance reporting
    • Provision of reference information to support the HR team provided service letters
    • Facilitate staff welfare activities/events in conjunction with the Cloud operations leadership team
    • Ensure compliance with local/company regulatory and legal requirements
    • Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
  • Maintain a conducive work environment and preserve a collaborative culture in the team
  • Identify and handle employee requirements, concerns, grievances, and conflicts and address them proactively
  • Work together with the local leadership team to design and implement organizational strategy, policies, guidelines, etc. to ensure a stable, cost-effective, and viable operation
  • Support the headcount planning and hiring process for new employees with the Cloud operations leadership team
  • Execute the onboarding of new employees once they have been appointed
• Operational Management in the Shift
  • Ensure the shift team responsible for Event Management, Incident Management, Deployments, and Service Request Management fulfils their duties
    • Queue management
    • Case acknowledgement and updates
    • Case resolutions
    • Escalations to stakeholder and resolver groups
    • Scheduling of cases
  • Ensure the shift team performs all activities observing standard processes and within defined KPI/SLA/SLO
  • Support the problem management team in their duties
  • Improving processes and documentation to drive continuous improvement in the team's performance
  • Distribute, educate, and inform the shift team of the new/updated SOPs, etc.
  • Execute the shift handover process at the beginning and end of the team's shift
  • Ensure the right resources are available in the shift and work with management to address any shortfalls on a daily and long-term basis
  • Help shift team members with prioritization decisions as they handle multiple Cases

Technical Skills

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful, including:

• Microsoft Azure PaaS (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
• Oracle Database/Middleware, Web Servers, Proxies, Firewalls
• Network architectures, especially related to Microsoft Azure (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
• Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
• Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.

Personal Abilities

• Ability to work to deadlines and targets
• Ability to manage own time, and that of a team, efficiently and effectively
• Ability to work in the international, multi-discipline, cross-functional teams
• Flexibility to work to deadlines and needs of the role
• Ability to read and understand technical documentation written in English
• Ability to influence and guide others to deliver on the team aims
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Ability to steer and motivate a team of technical individuals, both remotely and when working on-site together
• Good communication and interpersonal skills
• Strong organizational skills and ability to multi-task
• A good team player with a can-do attitude

Working Environment

• The role forms part of a 24x7x365 shift pattern
• The role is nominally 37 hours a week, but extra hours may be needed to discharge all associated duties
• The role includes remote working as part of its role