Operations Support Manager

About us:

We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group's attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow".

Role summary:

The LES BUP Operation and Support Manager is a new role within the LES BUP software development department. They will implement and oversee a number of key functions to assist in the operation and support of the MELCloud platform to the key stakeholders. The LES BUP Operation and Support Manager should also ensure that processes are in place to meet business needs and ensure that all company policies procedures and legal requirements are adhered to within the defined timescales. This position is a stakeholder facing role and requires that expectations are established and managed within the business and the LES BUP software development team is driven to achieve those expectations to a high standard.

Skills/Responsibilities:

• Ensure all areas of our customer support business are providing the best service support to our stakeholders and customers
• Ensure that all our back of house support processes and procedures are scalable and continually being reviewed, updated, and centralised to ensure we are operating at our most efficient way whilst continuing to develop in a customer centric manner
• Ensure that the stakeholders have a plan in place to support software platforms
• Work closely with the lead architect and the managed service provider to optimise platform operating cost
• Improve security and compliance
• Resolve system and applications issues as well as critical bugs in a timely manner
• Ensure that the uptime target for all software platform is as low as possible and similar or better than competitors solutions
• Maintain high performing service support functions related to the MELCloud platforms (B2B, B2C, Internal tools etc)
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensure service impact is minimised and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Monitor, control and support the full SIM internet of things estate

To be Successful in this role you will need to:

Operation and support:

Ensure all areas of our customer support business are providing the best service support to our stakeholders and customers

Ensure that all our back of house support processes and procedures are scalable and continually being reviewed, updated, and centralised to ensure we are operating at our most efficient way whilst continuing to develop in a customer centric manner

Ensure that the stakeholders have a plan in place to support software platforms

Work closely with the lead architect and the managed service provider to optimise platform operating cost

Improve security and compliance

Resolve system and applications issues as well as critical bugs in a timely manner

Ensure that the uptime target for all software platform is as low as possible and similar or better than competitors solutions

Maintain high performing service support functions related to the MELCloud platforms (B2B, B2C, Internal tools etc)

Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensure service impact is minimised and agreed

Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Monitor, control and support the full SIM internet of things estate

Team, stakeholders and vendors:

Managing client relationships

Work closely with the product owners

Drive internal and third party service review meetings covering performance, service improvements, quality and processes

Make recommendations for Service Improvements and ensure actions are followed through to completion in a timely manner

Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

Communication & Working Relationships:

Working with key stakeholders to ensure successful service delivery

Vendor management to ensure successful service delivery

Identifying gaps in the support process and amending it accordingly

Manage social network services and liaise with Product owners when required

Compliance, legal, regulation and security:

• Ensuring compliance with Service Level Agreements
• Key contact for BST (Business support team) people such as IT, legal and compliance
• Deliver regular system status updates to the business
• Propose a set of KPI and regularly report
• Manage all matters related to Cyber security e.g. PEN testing, potential security issue etc...
• Take Bug ownership, propose solution, deliver resolution timeline to stakeholders
• Stay up to date with all regulations related to the service e.g. GDPR, Data act, IoT sharing data etc...
• Working closely with the IT team on project and system delivery into the business

Processes, Agile, budget and reporting:

• Assisting with IT equipment sourcing and budgeting
• Improves the quality, reliability & performance of the system
• Produces good quality product in the competitive market
• Oversee day-to-day operations
• Manage and maintain budgets and optimize expenses
• Set policies and processes
• Detect and track software defects and inconsistencies
• Provide regular and accurate management reporting on Service performance
• Collaborate closely with other team members and departments
• Provide timely solutions
• Apply quality engineering principals throughout the Agile product lifecycle
• Provide support and documentation

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance- 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year
• Flexible Working- we offer a range of flexible working options that include working from home or hybrid working
• Pension
• Life Assurance
• Group Income Protection Scheme
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi
• Access to Mitsubishi's very own discount platform
• Colleague Referral Scheme
• Holiday Buy
• Long Service Awards
• Cycle to Work Scheme
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors

About Us:

We, the Mitsubishi Electric Group, will contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity, as a leader in the manufacture and sales of electric and electronic equipment used in Energy and Electric Systems, Industrial Automation, Information and Communication Systems, Electronic Devices, and Home Appliances.

Equality and Diversity:

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development.