What are the responsibilities and job description for the Operations Manager position at W3Global?
Job Description
Skills : Agile Methodologies, Project Management, Managing Teams, Good Communication Skills
10 years of solid experience in executing and managing application support
Must have experience in technologies, preferably hands-on; if not, a thorough understanding of technologies to drive teams and complex issues. Technologies such as JAVA, AWS, etc... Ability to troubleshoot and triage production issues or guide the team timely.
Strong understanding of ITIL concepts such as incident management, problem, change, and release management, preferably an ITIL certification.
Excellent business acumen to judge and prioritize the issues and drives the resolution to mitigate the business impact
Ability to drive production issue calls with technical and non-technical teams and drive resolution timely aligning to SLAs
Excellent communication skills with an ability to clearly articulate and communicate complex technical issues in simple business-friendly language. Ability to interact with senior leadership and present the high business impact issues
Experience driving outcomes through cross-functional teams
Good working experience or understanding of development methodologies such as agile and scrum; Ability to attend scrum calls and priority production fixes and drive the testing and release efforts.
Ability to prioritize high-impacting production issues and work with the relevant IT stakeholders to develop a fix and implement it into production
Prior experience with coordinating IT stakeholders, such as NOC teams, upstream & downstream teams, infrastructure teams, cloud teams, development/engineering teams, and change/release management teams
Prior experience with developing and presenting support metrics, issues trends, and queue management
Should have an eye for continuous improvements both from support processes and system improvements perspective
