Technical Operations Manager

Technical Operations Manager
Channel VAS, Greece

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 4, 2021
Last Date
Apr 4, 2021
Location(s)

Job Description

Do you have what it takes to join Channel VAS, the global Fintech leader? We are the world’s #1 in mobile micro-credits, thanks to our own proprietary technology, based on telco, digital and behavioral data. Our services are delivered through a state-of-the-art platform to over 50 telco partners and finance institutions in more than 42 countries, providing financial inclusion to over 750 million consumers.

We are seeking sharp, talented individuals to join our team of highly skilled professionals and to be part of our success story as we continue to develop and deliver like no other Fintech company in the fields of Big Data, Analytics, Technology, Finance and Products, and to have an active role in the company's growth and expansion to new markets globally.

In the new world that shapes up during and after the pandemic, we are committed to supporting underbanked people and turning challenges into opportunities. This is your chance to join this effort and become part of a team of more than 200 creative individuals, who believe in redefining the world of Fintech through mobile devices!

As a Technical Operations Manager you will be working close with Software Engineering teams and providing remote diagnostic solutions to complex issues. You will be responsible for:

NOC / SLA Management

  • Managing the Network Operating Center (NOC 1st level Support) and the Service Operations (2nd level Support) teams
  • Investing in and building a high performing team, ensuring the function is exceeding expectation and the teams are well developed and motivated
  • Documenting network infrastructure and maintaining a runbook for the 24/7 NOC
  • Overviewing and managing the troubleshooting of equipment and network problems for all deployment’s HW-installations across the world
  • Ensuring timely follow-up is done, so actions, solutions and root-cause analyses are provided within the SLA agreed parameters
  • Improving and streamlining health checks and quality checks processes and automation checks via NMS platform
  • Constantly striving to decrease the number of severe incidents, hence identifying early indicators of performance degradation and pro-active maintenance procedures
  • Tracking our compliance to the SLA; viewing and reporting the performance of SLA metrics on an ongoing basis
  • Driving operational excellence by minimizing the time to implement product configuration changes and automating day-to-day tasks
  • Promoting the use of Knowledge Base to improve technical output from NOC team
  • Engaging in root cause analysis, assessing BI-analyses and systems for auto-alerts, all to reduce the No of incidents and repetitive issues
  • Designing, developing, implementing and coordinating systems, policies and procedures

IT Support

  • Managing and Supporting Channel VAS IT Policy and Processes
  • Providing recommendations when it comes to improving the organisation’s IT systems
  • Managing, maintaining and updating onsite and customer site desktops, laptops, copiers, printers and fax machines
  • Managing entire purchase of inventory related to hardware, software and other IT supplies
  • Developing and maintaining vendor relations and own License Management
  • Taking on a key role to ensure that operating amp; software systems and related procedures meet the organizational needs and are in accordance with GDPR amp; ISO 27001 company guidelines
  • Informing senior staff about industry innovations and recommending relevant upgrades

HW Procurement

  • Discovering profitable suppliers and initiating business and organization partnerships
  • Negotiating with external vendors to secure advantageous terms for all HW-contracts, new installations, spare parts and support contracts
  • Performing risk management for supply contracts and agreements
  • Control spending and building a culture of long-term saving on procurement costs
  • Working closely with various stakeholders, being the engineering teams, development teams, SysAdmin, project delivery for integration of new deployments, the Cairo development teams and systems and procurement in terms of HW-service contracts and spare parts availability for safeguarding the up-time of our off-shore installations

Requirements

  • BSc in IT/ Computer Science/ Engineering is required, MA/ MSc will be considered as a plus
  • 5 years of relevant experience working in a technical support center and capacity in support of production systems
  • Hands-on experience of relational databases, application servers, web servers, VMware, Linux environments
  • Worked with case management tools and monitoring tools, such as Grafana, Kibana, MapR, Confluence, Jira
  • Experience in heading

Job Specification

Job Rewards and Benefits

Channel VAS

Information Technology and Services - Athens, Greece
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