Manager, Digital Operations Centre

The Manager of the Group Digital Operations Center will lead a team focused on monitoring digital services, managing incidents, and implementing digital service management practices. This role involves 24x7 monitoring of the digital services across applications, infrastructure, and network, raising alerts, managing incidents, and engaging stakeholders to ensure effective management of incidents and events.

Key Accountabilities

• Plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure, network, and applications.
• Analyze and prioritize potential application, infrastructure, and network interruptions to provide technical guidance, manage interruptions, and conduct root-cause analysis based on best practices.
• Develop and maintain process documents for change management, event management, and incident management.
• Manage the onboarding of new resources and provide coaching, mentoring, and performance feedback to team members.
• Monitor the effectiveness of Change Management, Event Management, and Incident Management practices and formulate recommendations for improvement.
• Contribute to the development of the Group digital strategy and lead the implementation of related roadmaps.
• Serve as the primary point of contact for digital services and lead liaison between the business and technology solution providers.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related technical discipline.
• 15 years of experience in leading a support/operations team of 5+ members.
• Experience with digital service monitoring tools and a good understanding of digital service management processes.
• Exceptional domain knowledge of infrastructure, application, and service level monitoring, along with practical experience with leading Enterprise Monitoring Systems.
• Expertise in Service Management & Operations, particularly in Event Management, Incident Management, and Problem Management.