Operations Platform Applications Support Manager
We are on a mission to revolutionise the industry by leveraging cutting-edge technology to create high efficiency operational service platform for Data leading intelligent, scalable solutions around data for the Aviation industry.
We foster a work environment that nurtures self-starters, highly motivated individuals, and continuous learners who are fuelled by curiosity and a passion for outcome-driven results and continuous improvement striving to achieve the best-in-class service.
As an Application Service / Support Manager, you will oversee the daily operations of our critical digital infrastructure data platforms, ensuring optimal performance, security, and compliance.
You will manage a small team of IT professionals working with delivery teams across 2 vendors covering Application Support, cyber and Testing.
Your role will be pivotal in driving the success of their digital data platform service and maintaining the integrity of platforms that are operationally critical
Key Responsibilities:
Analyse current support processes, procedures and policies, identify areas for improvement and opportunities arising from recently introduced technology and work with the support team(s) to implement changes that enhance service delivery and customer satisfaction.
Review current reporting and work with support teams to improve reporting on support metrics, performance and team achievements for management across existing platforms.
Proactively monitor support metrics to assess product performance, identify trends, gaps, and areas for improvement, implementing best practices across delivery & support teams and demonstrating performance improvement.
Review the processes, procedures and policies being developed for the new platform, identifying any areas for improvement and collaborating with the supplier(s) to implement improvement.
Collaborate with suppliers in establishing appropriate error budgets and managing them
Collaborate with centralised internal teams to ensure the teams supporting key operational systems are using the tools available as efficiently as possible.
Mentor Support Team(s) in the adoption of changes in process and approach.
Mentor the team in preparing reports and presentations for senior management, highlighting achievements, challenges, and strategic recommendations.
Required Experience:
5+ years of experience in IT support, with a least 2 years in a supervisory or managerial role.
Excellent leadership, communication, stakeholder management and interpersonal skills, with the ability to engage effectively at all levels.
Experience of establishing and managing error budgets.
Strong technical expertise in troubleshooting and resolving hardware, software and network issues.
Proven ability to work under pressure and handle multiple priorities in a fast-paced environment.
A customer-centric mindset with a focus on delivering exceptional service.
Expert in IT Service Management Frameworks such as ITIL and tools, e.g. ServiceNow. Relevant certifications advantageous.
Experience of cloud computing platforms such as AWS and cloud-based monitoring and analytics, e.g. DataDog.
Experience in supporting Data Streaming and processing platforms, e.g. Confluent.
Strong understanding of quality assurance processes and methodologies.
Strong communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
Preferably experience in the operational system side of Aviation industry but will consider other industries