Operations Lead

Key Responsibilities:

• Take ownership of the definition, implementation and maintenance of Digital systems - feeding into end-to-end processes beyond the team - including, but not limited to:
  • Release Management
  • Application Support
  • Environment Management
  • Change Management
• Regularly provide trend analysis of tickets to Hub leadership, to enable the management team to stay up to date with issues & problems and to take action where necessary
• Engage/drive Hub delivery activities that are BAU in nature to keep systems aligned, up to date and regularly maintained
• Monitor ticket queues (both internal and MSP) on a daily basis ensuring that tickets are validated for content and correct prioritisation, based on standardised work processes
• Work in line with agreed SLAs/OLAs. Initiate escalation process when tickets have breached or are about to breach
• Drive and participate in Technical Calls. Liaising with PageGroup technical teams and vendors to drive and facilitate technical changes.
• Advising the Digital Hub head on technical issues and risks and on vendor issues, production support and security.
• Establish Support Model for all streams Digital Hub is responsible for.
• Technical contact point for team and vendors.
• Supporst Solution Architect in defining non-functional requirements.
• Ensure that Technical best practices for public commercial websites around SEO, Security, Compliance, Performances, Browser Compatibility, Mobile devices, PII data, etc are adopted.
• Review vendor estimates and feasibility of provided delivery plans, challenging them based on own experience of other similar activities
• Participate in regular Operational Service Reviews
• Establish Manage and improve the technical processes to enable both internal developers and vendor developers to collaborate on the same project
• Support the Head of Digital Delivery as necessary in implementing roadmaps
• Release Management process and approval
• Reviewing and actionining Root Cause Analysis for Incidents.
• Use version control/team collaboration software to ensure robust delivery mechanism from project/BAU delivery through to deployment to live environment via Service Delivery team
• Continuous review security risks with vendor and Page security.

Other responsibilities will include:

• Problem Management contributor
• Creating and providing KPIs
• Ensuring compliance of previously agreed audit controls and measures (internal and external)

Core Competencies:

• Ability to define and manage repeatable standard processes along with an ability to find, own and resolve ad-hoc issues
• Able to prioritise a high and varied workload, finding an appropriate balance between BAU delivery and support activities while showing a sense of urgency
• Ability to manage key vendor relationship on a daily basis, challenging where necessary

• Must have the ability to adapt and learn, by additionally demonstrating an analytical and problem solving ability
• Able to foster a strong internal team mentality, while also forging strong relationships with peers and colleagues outside of the team, utilising the strengths of vendor and Page team.
• Ability to forge strong relationships with external and internal stakeholders, influencing and persuading where appropriate and resolving any conflicts which arise

• Work under pressure and effectively communicate with all levels including internal customers and vendors etc. as and when required
• Ability to explain technical processes and articulate knowledge to a wide audience
• Act as escalation point for all business impacting issues (Major Incident Management). Develop and mature phone/ticket escalation processes to ensure a free flowing escalation process and passage of information
• Be able to advise management on situations that may require additional client support or escalation, in particular on issues that could significantly impact the organization.