Dev Ops / Applications Support Manager
Willis Towers Watson
Redhill, England
5d ago

The Dev Ops / Applications Support Manager has full accountability and leadership for a team of multi-skilled resources in UK and Manila providing a range of second line support services.

Goal is to provide the best in class support offerings to our end customers.

Flexibility on location but requires physical presence in the office 1-2 days per week

The role

  • Able to balance stakeholder management alongside team leadership and line management with expected hands-on operational duties in a DevOps and Agile environment, working with internal IT teams to deliver world-class IT services on an enterprise scale.
  • Expert in ITIL and working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management
  • Accountable for ensuring high quality operational & technical application and systems support to internal business functions.
  • Responsible for minimizing the adverse impact of Incidents through rapid resolution and proactively preventing potential future Incidents
  • Line management for the Tier 2 Support team to build capability and expertise to provide high quality support and maintenance of the applications portfolio
  • Act as point of escalation on incidents
  • Accountable for the resolution of Service Requests in line with agreed policy, process and SLAs
  • Contribute to the planning of application releases and configuration changes and ensure successful implementation of all such changes.
  • The requirements

  • Strong level of experience in managing global production support teams in highly pressurised technically complex environments, dealing with applications / systems and demonstrable experience of co-ordinating third-party vendors and management of out of hours business critical services’
  • ITIL expert that encompasses the breadth and depth of ITIL processes and practices across all ITIL disciplines
  • Strong experience of Dev Ops support
  • Experience working with multi-cultural, diverse and geographically distributed teams
  • Hands on experience in the implementation and ongoing management of applications and associated interfaces
  • Experience of end of day batch processing and business reporting
  • Strong Unix and Oracle Database experience.
  • Language Knowledge SQL & Unix Shell Scripting
  • Platform Knowledge (Unix, Windows, Apache Web Server Configuration etc.)
  • Network Protocols and skills and understanding of network topologies
  • Equal Opportunity Employer

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