Description
Systems Operations Support Manager
Key Skills:
- Minimum 5 years experience in establishing and managing operational support of IT Infrastructure and applications
- Experience with Incident Manager and Problem Manager roles
- ITIL experience & pragmatic service management mindset
- Extensive experience with support/helpdesk tools
- Experience with technical as well as business support
- Experience with outsourced support services
- Experience with outsourced Data Centre solutions
- Open and creative mindset
- Excellent verbal and written communication skills
- Team player
Desibrable Skills:
- Linux/VMWare/SAN technologies
- Business Intelligence tools
- Oracle databases
- Java custom applications
- EDI messaging
Main tasks:
- Lead the Support Team
- Create an inventory of the current support scene
- Propose the required support structure to fulfil the companies needs
- Transform the current support into a standardized support model
- Propose the support tools
- Facilitate multidisciplinary, virtual incident teams
About the role:
The Systems Operations Support Manager will be responsible for the successful delivery of Systems and Application Support Services, ensuring that the (offshored or outsourced) Systems and Application Support functions performs to appropriate and agreed service levels.
A key element of the role is to maintain a strong relationship with the Business Application Owners and the associated Stakeholders and to be responsible for the set-up and operational performance of the Application Support arrangement in terms of quality (against the agreed KPIs) and cost (to financial targets).