IT Manager – Duty Management

ABOUT THE ROLE

The Duty Manager is responsible for the smooth running of the IT Digital Operations Centre (IT DOC) shift team ensuring correct coverage is in place to support the needs of IT and the business. Acts as the first escalation point for operational incidents and issues.

KEY RESPONSIBILITIES & TASKS

Perform management of the Front Office, Back Office and other technical teams within the IT DOC while on shift.

Support the Major Incident Managers in the management of high priority Incidents and orchestrate internal/external escalations as required.

Perform line manager duties for the shift team.

Deputize for Head of IT DOC & ITSM where required and instructed to do so..

Ensure all Major Incidents are acted upon within required timeframes and service is restored within SLA's, highlighting any service breaches and opportunities to improve to ensure improvement takes place to mitigate future similar outcomes

Ensure all Incidents are logged within agreed timeframes to the correct teams and the Incidents contain all the information required so that support groups can trigger restoration activities efficiently

Ensure all necessary changes and standard changes are logged for any preventative activity that takes place on shit

Act as the first point of escalation for senior IT stakeholders and staff within the IT DOC

Accountable for the IT DOC teams while on shift

Ensure escalations from the rest of Clients Infrastructure and Operations, other internal staff and customers are dealt with appropriately

Perform a lead role in the development of the IT DOC service/processes to improve the user experience of Clients

Within the IT DOC working together with the IT DOC Manager, Major Incident Managers, IT DOC staff and the representatives of Network UCC and Security regarding overall delivery of the IT DOC

Hosting the global DSR (Daily Service Review)

Responsible for seamless handover between shifts

BEHAVIOURS & APPROACH

Team leader focused on empowering his/her team to deliver to the best of their capabilities, developing them by inspiring, encouraging and providing constructive feedback to help improve performance

Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork

Experience with and sensitivity for different cultures and working practices

Ability to act under strong pressure and to manage efficiently crisis situations

Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense

Ability to speak to non-IT stakeholders in terms they will understand

WORK EXPERIENCE

Total 9 to 12 years of experience

Experience of operating as a Duty Manager in a multi-disciplined service management team (ideally from within a NOC/SOC environment)

Experience of running a multi-skilled function with people management via both direct reporting and matrix management

Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies.

Solid experience of ServiceNow

Proficient in the use of an array of monitoring tools

Good understanding of current and emerging technologies and how these are applied in complex multi-vendor environments.

Minimum 3-5 years Command & Control Centre/NOC Management experience

Minimum 3-5 years experience of working within a global NOC/SOC environment

EDUCATION & QUALIFICATIONS

Bachelor's or Master's degree in a relevant field (e.g. Information Technology, Computer Science, Operations Management or related).

ITIL 3 or 4 certification

Project Management education and experience

Agile delivery methodology

Minimum of 5 years of experience working with ServiceNow, including at least 2 years in a leadership or management role.

Experience with ServiceNow modules ITSM, ITOM, CMDB, and Incident Management.

Excellent communication, problem-solving, and stakeholder management skills.

English language expert proficiency (additional languages are beneficial)