This role will provide the candidate an opportunity to manage the service transition of IT applications into operations mode, coordinating support engineering resources that manage application and data-related incidents, problems and change on a day-to-day basis for our new Commercial Risk Solutions Ecosystem.
responsibilities :
Working with Product Managers on the safe transition to operations of products/applications that make up our ecosystem.
Single point of escalation for Incidents, Problems and Change relating to the ecosystem, including but not limited to availability, performance, function, data correctness.
Manage and coordinate all support teams across a range of heterogenous applications covering full scope of Web, API, Database, ETL, 3rd party on-prem and SaaS.
Managing issues from inception through to resolution including triage, app/data patching, dispatch to L3+ product teams, communications and general reporting.
Liaising with engineering managers and product managers on issues and enhancements to ensure effective prioritisation and appropriate engineering standards.
Overseeing Environment, Release and Test management across a heterogenous cloud and on-prem environment.
Define and deliver against operational KPIs including status reporting
Taking personal responsibility for support model across product and data, building a network of internal partners to ensure effective remediation of issues.
requirements-expected :
10+ years experience in ITIL Service Management, with at least 3 years management-level. ITIL or DataOps certification a distinct plus.
Experience in lifecycle management of 3rd party COTS software e.g. vendor relationship management, upgrade and patch management, vendor support model negotiations etc.
Agile knowledge and planning skills – Kanban and Scrum. Certification highly desirable.
Experience in Agile tooling and solutions relating to code, branch and release management.
Azure (or AWS) cloud support experience desirable – IaaS and PaaS including containerization and serverless
Some experience of Software Delivery LifeCycle (SDLC) across homegrown, low-code (e.g. Appian, Workato) and SaaS delivery models.
Advocate for and experience in automated testing.
Experience in commercial insurance industry a distinct plus.
