Technical Operations Owner

about the role

Manage and monitor all infrastructure and system installations, including configurations, testing, and maintenance.

Implement and provide support on  VMware, Microsoft and Linux Technologies.

Implement and maintain backups, security, and redundancy strategies

Responsible for the overall technical integrity of the team through expert knowledge of processes, offers, tools used

Provide technical guidance to clients for tickets/change requests under escalation.

Provide required technical coaching to team members through regular quality reviews with Operations Manager to identify coaching/competency enhancement needs and put in place improvement plans to ensure skills levels match both current and future operational needs.

Act as technical point of contact during projects/clients handover reviews to ensure required tests are carried out to assist Line Manager for handover readiness evaluation.

Co-ordinate with Team Leader/Line Manager to ensure quality of support and deliverables to cloud customers on the day-to-day technical/operational activities in view of improving and re-enforcing efficiency of the team and improving overall quality of service.

Act as main point of contact for technical escalation and incident resolution during crisis tickets.

Assess availability of necessary technical documentation on support activity and work with team members to ensure set up/maintenance of required knowledge base for messaging and collaboration services.

Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, and collaboration.

Change Management:

Request fulfilment on standard/complex changes.

Software management (updates and configuration; scripting & automation) of a multi-tier live Cloud infrastructure.

Plan major upgrades and changes to ensure reliability and availability.

Liaising with clients as a main point of contact/support for essential changes to their systems.

Provides inputs to the team for change requests requiring advanced skills.

Work with the project lead to establish new change management processes for specific needs.

Incident Management:

Provide support by responding to escalated issues, troubleshooting errors and developing technical solutions and process improvements. Identify systemic issues, and root causes of complex incidents.

Restore service as quickly as possible following a service outage-type Incident.

Escalate other teams on Incidents with the relevant investigation.

As appropriate, gather data and lay groundwork for Root Cause Analysis.

Be able to provide expert support for System Administrator team during major incidents.

Participate in crisis management activities and technical escalations.

Knowledgebase Consolidation:

Formulate, document, and implement standardized processes and procedures for day-to-day management of messaging and collaboration services.

Support and coach the level 1 and System Administrator team on incident handling and change requests.

Reporting and Communication:

Actively communicate with customer to correctly identify and resolve problems and manage their expectations.

Build strong relationships with internal and external stakeholders to maintain and improve service to users and enhance knowledge and information sharing.

 Actively develop and foster a proactive, service-orientated culture within own teams.

Provide Reporting on operational issues to Operations Manager.

Technical debriefs with Operations Manager on operational issues.

Identify areas of improvement on operations with Operations Manager

Assists in smooth transitioning of projects into operations with a reporting to Operations Manager.