Chief Technology Operations Manager
3 days ago
About Edenred PayTech
Edenred PayTech, a leading provider of pre-paid corporate payment solutions, is seeking an experienced Chief Technology Operations Manager to join their team.
The successful candidate will be responsible for leading the delivery of world-class IT Service Operation support, ensuring seamless 24/7 operations and high-performing teams.
Key Responsibilities:
- Lead Problem Management: Help build, manage, and own the problem management process, identifying and classifying problems, and ensuring timely resolutions to prevent recurring incidents.
- Team Leadership: Step up as senior team member in charge, executing end-to-end post-mortem analysis, and providing recommendations for improvement.
- Problem Investigation: Investigate and diagnose problems using relevant subject matter experts, assessing and analyzing root causes.
- Proactive Problem Management: Collect and analyze operational data to identify emerging trends, and participate in meetings related to problem management and process gaps.
- Team Development: Support and develop your team to achieve high levels of client service and satisfaction, assessing and building action plans for current and future technology knowledge and skills.
- Support Optimization: Optimize support ticket workflows in line with support standards and procedures, delivering high and consistent performance from your team.
- Client Escalations: Manage client escalations during shifts, ensuring internal and external communication on all issues and live tickets.
- Complex Issue Resolution: Resolve complex issues quickly and smoothly, taking ownership for all tickets, and identifying root causes to prevent reoccurrence.
Requirements:
- Leadership Experience: Demonstrable experience of leadership, with a proven ability to build high-performing teams.
- Problem-Solving Skills: Strong problem-solving and ownership skills, with experience in writing and using SQL queries, navigating Unix file systems, and reading Java code.
- Education: Degree or equivalent in a computer science or scientific/technical discipline.
- Language: Fluency in English.
- Software Skills: Proficiency in MS Office, with desirable knowledge/experience in AppDynamics, Jira/Jira Service Desk, Confluence, OpsGenie, Citrix.
Benefits
- Competitive Salary: £60,000 - £80,000 per annum, depending on experience.
- Benefits Package: Comprehensive benefits package, including competitive salary, bonus, and opportunities for professional growth and development.
- Diversity: Edenred PayTech is an equal opportunity employer, committed to diversity and inclusion.
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