Purpose of the job

·   To manage a team of operations engineers in Collinson’s Managed Operations Services (MOS) team.

·   To be the first level of escalation & contact by Collinson’s customers & service management teams, for any operations related matters.

·      To engage internal and external stake holders in matters pertaining to operating the hosted applications & systems.

·      To work closely with Collinson’s partners for managed services (infra and security).

Key scope

·      Own the end-to-end implementation of Collinson’s Loyalty Product on public / hybrid cloud infrastructure.

·      Gain a thorough understanding of the Loyalty product being operated by the team.

·      Deliver a fully operated Loyalty Services to Collinson’s customers in EMEA, ASPAC and ANZ.

·      Monitor and manage Customer SLAs.

·      Vendor management – contracts, commercials, SLAs, service reviews, escalations, negotiations, etc.

·      Work with internal and customer’s project teams to support infra-related enhancements for new projects & upgrades. Be single point of contact for all operational matters.

·      Own & drive all production incidents until completion.

·      Drive continuous improvement and enhancements within the team.

·      Deliver periodic reporting to the relevant internal & external stakeholders.

·      Participate in security & compliance audits, as the owner of the MOS team. Work with internal and external teams to ensure a successful completion of all these audits.

·      Conduct periodic reviews – e.g. user access reviews, firewall reviews, DR plan reviews, etc.

·      Be available on-call 24x7x365 to support any production incidents/calls & also ensure the team is able to deliver on the relevant SLAs.

·      Excellent spoken and written English communication skills (a must have).

·      Great team player & a friendly “people person”.

·      Excellent coach & mentor to others in the team.

·      Hire new operations engineers as part of team expansion.

Requirements

·      Minimum 7-10 years of prior experience in managing an infra / application operations team which hosted and delivered enterprise transactional applications on public cloud (AWS, Azure, etc.).

·      Extensive knowledge of cloud hosting, server & network management in a cloud environment, IS A MUST.

·      Extensive knowledge of infrastructure monitoring (PRTG, Nagios, Solarwinds, etc.).

·      Can quickly identify and troubleshoot Application (Solutions), Systems & Infrastructure issues.

·      Knowledge of Reporting performance SLAs to customers.

·      ITIL-certified.

·      Vendor management experience IS A MUST.

·      Experienced in commercial negotiations, contracts/SLAs with vendors.

·      Experience in setting up and/or operating a PCI-DSS or ISO:27001certified platform.

·      Experience in Banking / Loyalty Services domain.

·      This job requires honouring & delivering a 24X7x365 SLA to our customers – so after-office hours or weekend engagement should be expected. These extra workings would be compensated.

Candidate Attributes

·      Effective Leader – leading by example, identifying issues and coming up with solutions for the team. Able to gain confidence of the team & being an effective mentor/coach.

·      Technology champion – Must have extensive prior experience in various cloud technologies and software technologies (e.g. Java, Oracle DB, Tomcat, Apache, NGINX, etc.)

·      Problem solver – should possess relevant technology, application & people skills to solve any kind of problem for the team.

·      Able to translate high level strategic thinking to tangible, actionable roadmaps for execution.

·      Excellent interpersonal skills and able to communicate at ease with all levels of management, team members, clients, and other stakeholders across different cultures and time zones.

·      Excellent written and oral communication skills in English.

·      Ability to handle customer expectations, communication and withstand demanding situations.

·      Ability to hire, build, management and motivate small to medium sized operations team.

·      Strong capability in time management and ability to prioritise tasks.

·      Excellent multi-tasker.

·      Meticulous in whatever he/she does and has an eye for details.

·      Highly flexible and adaptable to fast-changing situations.

·      Someone who can soak up the pressure and maintain a cool head even in high-pressure situations.

·      Good collaboration skills. Transparent & sincere.

·      Able to coach and mentor the team members, while driving them to reach the established goals.

·      Able to put team’s interests in front of own’s.