Operations Governance Lead
TestYantra Software Solutions
Milton Keynes, United Kingdom
3d ago

Job Description :

  • Working closely with both onshore and offshore delivery teams on the day to day operations for Application, User management and Project support teams.
  • To input into the monthly service report for Sales, Aftersales, User Access and the Project Support Office.
  • To conduct the monthly service review with the client.
  • Daily operational support for the service delivery management team.
  • The provision of application support and maintenance services for the After-sales applications, either directly to users of the systems or to service delivery functions.
  • Support typically includes investigating and progressing the resolution of issues, fulfilling requests and may also include performance monitoring.

  • Issues / requests may be resolved / fulfilled by working closely with the users and a number of other teams / support partners, providing guidance or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications / process improvements, updating documentation etc
  • Working closely with the Client's delivery team, Incident Management etc , providing updates and progress.
  • Supporting the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, assisting with identifying the root causes of issues and their remedies to prevent future incidents.
  • Key Responsibilities include :

  • Working closely with the Client's delivery team, Incident Management etc , providing updates and progress.
  • Responsible for the day today operations for application, User management and project support office
  • Ensures that support requests / incidents are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
  • Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays

  • Monitors and manages performance of the applications support activity. Take responsibility for its effectiveness, proactively checking for new issues / requests being raised (e.
  • g. checking for emails received, incident / request tickets being assigned to the team's queue etc ). Acts to progress / remedy deficiencies, supports service level management with meeting service level agreements.

  • Co-ordinates and manages rapid response and permanent resolution to issues and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services.
  • Proactively matches unresolved incidents against existing problems, known errors and other incidents.

  • Determines and initiates preventative measures, such as identifying and investigating Sales application bugs / common issues and working with support teams to provide solutions, identifying processes being followed by users that work against how the system is designed to work and providing guidance on improving processes (or identifying where change is necessary to meet the needs of the business).
  • Makes decisions and gives information and advice relating to problem management, including any relevant continual service improvement information.
  • Analyses incident trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and resolution.
  • Assesses the probable causes of incidents and consequences of existing problems and known defects.

  • Provides advice and guidance to less experienced colleagues as required, keeping knowledge documentation
  • Supporting project activity by providing application and process knowledge, assisting project testers / users with their testing etc.
  • Conducting 1-2-1 meetings with the team
  • Performance management of the team.
  • Strict governance management across the support functions
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