IT Operations Manager
4 days ago
We are seeking an experienced IT Operations Manager to join our team at Global Technology Solutions Ltd in Chippenham, with flexible work-from-home options. This is a fantastic opportunity to take on a leadership role and drive service improvements.
The successful candidate will be responsible for overseeing the Service Desk team, ensuring top-quality end-user support through Jira ITSM, managing incidents, requests, and problem records, and maintaining SLAs and KPIs.
Key Responsibilities:
- Lead the Service Desk team to deliver exceptional end-user support through Jira ITSM.
- Oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment.
- Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
- Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
- Customize ITSM processes in Jira and ServiceNow to align with MOD standards, continuously improving workflows and adhering to ITIL best practices.
Essential Skills & Experience:
- Jira ITSM Proficiency: Skilled in managing incidents, requests, changes, and problem records with full compliance to SLAs and ITSM practices.
- ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
- AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
- Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
- Leadership: Strong leadership and collaboration skills to drive service improvements and stakeholder engagement.
Salary: £45,000 - £55,000 per annum (dependent on experience, industry-benchmarked).
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