Technical Operations Lead

November 30

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MDD Forensic Accountants

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Economic Damage Quantification Assessments • Litigation Services, Including Expert Witness Testimony • Forensic Accounting • Business Valuation • Business Interruption

201 - 500 employees

Founded 1933

💸 Finance

Description

• The Technical Operations Support Lead (TOSL) is responsible for the daily support of the Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success with a focus on proactive and preventative maintenance activities to help maintain high levels of service quality, efficiency, and customer satisfaction. • The TOSL will work closely with other teams to drive continuous improvement initiatives and implement best practices, in particular when it comes to problem management with the overall aim being to reduce the occurrence of incidents and the number of escalations that the Tech Ops Analysts deal with each day. • This position is also responsible for workforce management, managing shift patterns across all regions and ensuring smooth handovers between teams. The Tech Ops Lead will promote knowledge sharing and consistency in operations and guidance across all teams. • A key responsibility of the Technical Operations Lead is tracking the schedule of tasks to ensure that maintenance activities are completed in a timely fashion and incidents are avoided.

Requirements

• Significant experience supporting IT services operations in a large, multinational organisation. • Demonstrable experience of shaping enterprise-wide IT Infrastructure • Previous experience of standardising, improving and automating technical and service operations. • Strong understanding of customer service principles and practices, with an emphasis on problem management. • Proven leadership, mentoring and/or coaching skills, ideally in a technical environment • Comfortable making informed decision on IT infrastructure and technology due to a background in a hands-on IT/Tech/Service Ops role in the past. • Strategic thinker with strong analytical and problem identification and problem-solving skills. • Experience of agile processes an advantage • The ability to inspire, motivate and guide a team to achieve their goals. • Competent in identifying, addressing, and resolving conflicts in a calm and constructive manner. • Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations. • Customer-centric, risk-aware; make technical decisions based on the best outcome for customers and with company risk in mind.

Benefits

Reward platform – discounts for over 800 retailers 25 days holiday (rising with service) EAP with virtual GP 2 x paid volunteering days Enhanced maternity and paternity leave policies Fostering friendly and fertility support employer Pension - matched contribution up to 5% Life Assurance (4 x basic salary) Development, training, and professional qualifications where applicable