Operations Manager

Operations Manager, man management, service, strong leadership skills, Hosting, UC, WAN A leading name within the telecoms market places requires an Operations Manager with excellent service management and operational experienceThe role:Management of both on-shore and off-shore Hosting personnel including responsibility for managed service support L2 (Cloud Operations) c20 peopleL3 (Cloud Engineering) c7 peoplePeople development, management and care for L3 teamDevelop and deploy best practices, processes and systems to facilitate fast and effective delivery of incident, change and problem management.Identify improvements in OSS & BSS systems to support improvements in service delivery and assurance (automation, workflow, etc.)Effectively monitor, control and support service, ensuring appropriate processes and procedures are followed at all timesMaintain, enhance and develop customer relationships Produce service management reports monthly and upon request Support Service Managers by attending client service review meetings covering performance, service improvements, quality and processes Champion and promote the company's cloud services.Lead team in meeting service commitmentsImplement and facilitate workshops and training coursesManage major system outage resolution(s)Manage changes to overall environment and/or specific customer servicesEnsure frequent customer communication when dealing with service affecting problems Participate in the regular Service Delivery team meetings.Actively participate in the Change Advisory Board (CAB) meetings.Be available 24 x 7 for escalation of any major problemsProvide day to day operations support, both reactive and proactive to managed hosting and internal customersDevelop and advise on capacity plansOrganise implementation change plansProvide incident, problem and change managementDetail RCA reports for outagesPatch management and schedulingProvide guidance via escalation to Incident Resolution team members People management of L3 teamSkills required:Extensive experience with managed hosting and network servicesSupplier management, ensuring supplier performance is appropriate to meeting or exceeding required SLA'sProven experience of managing outsourced contracts Strong Leadership and demonstrable people management skills Strong understanding of information processing principles and practices particularly with regard to Internet hosted Solutions.Good working knowledge of ITIL service management processesKnowledge of a very broad range of ICT systems including UNIX, DBA, Middleware, Firewall, Networks, Wintel, Linux, Storage, and how they inter-relateKnowledge of Systems Management principles and processesKnowledge of the managed hosting/services, UCaaS sector products Broad technical skills in the technologies aboveStrong communication skills on a global scaleCustomer and internal contact and communication at Exec/Director levelTechnical leadership across multiple teamsPeople management of a similar teamOperational management experience in a B2B environment
Operations Manager, man management, service, strong leadership skills , Hosting, UC, WAN