IT Operations and Service Management Lead
hace 4 semanas
Job Summary
We are seeking a highly skilled and experienced IT Operations and Service Management Lead to join our dynamic team at Zurich Insurance. In this role, you will be responsible for leading and managing the operation and service provision of critical IT applications, ensuring that the applications are running efficiently, meeting performance standards and agreed service levels.
Main Responsibilities
Operational Oversight - Lead and manage the stable operation of multiple IT applications, ensuring operations stay within budget and meet required quality standards.
Service Management - Align application services with business needs and SLAs, establishing and overseeing key service management processes, including incident and problem management.
Strategy and Planning - Develop and maintain an operations and service management strategy, covering operation plans, budgets, and timelines.
Performance Monitoring - Utilize monitoring tools to track application performance, availability, and capacity, making necessary adjustments to meet service standards.
Documentation and Methodologies - Continuously improve and maintain accurate, up-to-date operations and service management documentation, ensuring it is complete, accurate, up-to-date and aligned among stakeholders.
Continuous Improvement – Proactively identify and implement process improvements to enhance application operations' efficiency and effectiveness, retroactively conducting root cause analysis for major incidents and implementing corrective actions to prevent future incidents.
Stakeholder Engagement - Act as the primary contact for business units to ensure operations and service management best support their application needs and business goals.
Reporting - Provide regular reports and updates to stakeholders, including monitoring and availability KPIs.
Risk Management - Manage operations and service risks, issues, and dependencies, implementing appropriate mitigation strategies.
Supplier Management - Oversee level 1.5 service desk supplier and resources to ensure efficient and effective operation.
Controls and Security - Oversee operational and service management controls and security procedures, educating stakeholders on these controls and procedures.
Disaster Recovery and Readiness - Handle DR and business criticality topics, vulnerability management, and operational readiness.
Relationship Management - Develop and maintain strong relationships with stakeholders, product owners, project sponsors, and vendors.
Innovation - Stay informed about new technologies and trends, recommending innovative solutions to enhance application performance and service delivery.
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