Global Infrastructure Operations Manager

Job title:

Global Infrastructure Operations Manager

Company

Bravura Solutions

Job description

Description & Requirements:Bravura’s Commitment and MissionAt Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers. Operating in the Fintech space, Bravura has more than 1100 employees across 5 regions globally.Position PurposeWe are looking for a Global Infrastructure Operations Manager to define, design, and deliver consistent services across Bravura’s Cloud Practice. The Global Infrastructure Operations Manager will have experience in implementing one or more Service Management processes across IT infrastructure. They will work very closely with Practice Leads to develop and promote continual service improvement culture, with focus on business value and customer experience.In this role, you’ll be responsible for:Whilst we expect all our employees to do what needs to be done to demonstrate their support of Bravura Solutions, below are some specific aspects of your role for which you will be responsible:

• Management of the technical service through clearly defined and agreed SLAs and KPIs for the Cloud Practice.

• Incident, change and request management the across Cloud Practice

• Daily review and allocation of ServiceNow tickets to appropriate resources within Cloud Practice
• Ensure good ticket hygiene across the Cloud Practice
• Proactive monitoring of backlogs to ensure they are within acceptable limits
• Generate weekly service reports against SLA and KPIs including details of any major incidents and escalations
• Participate in monthly service reviews with Practice Leads, Application Support and Service Delivery Managers
• Track major/recurring problems and hold teams to account for the performance of their services.

• Enable and champion a service culture that includes on-going service improvements relating to quality and end-user satisfaction.

• Part of major incident Management team

• Working alongside Application Support, Service Delivery Managers and Practice Lead’s to improve overall technical support services.

• Develop and maintain relationships with stakeholders across the business.

• Drive continuous service improvement across Cloud Practice

• Work as part of a team, which may be virtual, global, and/or multi-functional

In addition to the above position-specific responsibilities, all employees are required to undertake any other reasonable duties and responsibilities within your capability and skills, when requested to do so.Key skills

• You will be organised and effective at time management, understanding priorities and how to manage stakeholders
• You will be keen to learn, proactive and have good analytical skills in problem solving
• Knowledge of how to use ServiceNow or similar Service Management products
• You will have exceptional attention to detail
• Able to work unaided and as part of a collaborative team

Qualifications and Experience

• Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience
• May hold entry-level or intermediate-level certification(s) in work field
• Typically, 2-5 years of relevant experience
• Candidates would ideally have an ITIL qualification to foundation level or have a background in IT support with a passion for improving service to customers
• Technology standards & frameworks: ITIL V3/4, COBIT, ISO27001
• Good working knowledge of an ITSM tool (e.g. ServiceNow).
• Digital Workflow Tools: ServiceNow, Jira, BMC
• Management Techniques: Six Sigma, Lean, Agile

Characteristics

• Effective at influencing and partnership, both with and without direct authority over people
• Troubleshooting and triaging capabilities/techniques
• Experience working across organisational boundaries on a local and global basis
• Excellent communication skills in English (spoken and written)
• Effective communication with all levels of staff from junior to senior management
• Effective internal & external stakeholder management skills
• Broad understanding of business technologies and business considerations

Working at BravuraOur people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.

• Competitive salary and employee benefits scheme
• 2 paid volunteering days and a range of community-based initiatives to get involved in
• Parental (including secondary) leave policy

So, what’s next?We make hiring decisions based on your experience, skills and passion so even if you don’t match every listed skill or tick all the boxes, we’d still love to hear from you.Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.#hybrid

Expected salary

Location

London

Job date

Fri, 16 Aug 2024 00:23:25 GMT

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