Group Operations Manager

Vor 3 Tagen

Basel, Schweiz HCL Tech Vollzeit

**Role definition**

You will be responsible for SLA management - Operation interaction with technologies Lead/ Service Owner. You will also be responsible for delivery of services in terms of meeting the defined SLAs, Vendor Management and Operations Management.

**Expected qualification and critical experiences -**
- Total 10+ years of experience working in IT Database Experience
- Drive Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement initiatives
- Support in projects and developing a strong understanding of projects impacting service area and ensuring service impact is minimized and agreed
- Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive internal and Customer service review (monthly & Quarterly) meetings covering performance, service improvements, quality, and processes
- Monitoring talent pipeline, drive communication of organizational vision, company’s values and unit-level strategy through the group
- Responsible for people development including ongoing training, skill building, deployment and career growth
- Drive Service Improvement, Optimization through Process & Run book automation.
- Ensures effective resource utilization
- Resource management
- Management reporting
- Knowledge and ability to handle multiple tracks including Data center services, Networks and FSO
- Conduct regular in-depth service and process audits.
- Employee retention, motivation, and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Value adds to customer-YOY by working closely with the Transformation and Consulting group for:Architecture gap assessment studies

Implementation of new technologies
Consolidation/virtualization opportunities
Reduce business impact of outages
Cost savings through better solutions
Enhance operational efficiencies

**Mandatory Education, Skills & certification -**
- Service delivery and Operations management (due diligence, transition, delivery, etc.) experience.
- Proficient with Project Management Tools including MS Project, and MS Office Suite.
- Solid knowledge of and demonstrated experience in project management processes and methodologies in terms
- Technical knowledge of database (atleast one of - Oracle, PostgreSQL, MySQL)
- Extensive Operational Management of Database Services
- Knowledge of and demonstrated experience in the project lifecycle
- Crisp communication and presentation skills.
- Well-developed negotiation and relationship skills.
- Ability to build consensus.
- Bachelor’s degree in IT/Engineering/MBA
- ITIL Certification
- Good Communication skills German & English

**Benefits**
- A supportive, diverse and global team with a brilliant culture.
- A flexible (remote) working environment
- Competitive compensation and benefits that includes up to 30 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks - Engagement Champion to name a few.

**Job Type**: Permanent

**Salary**: CHF120,000.00 - CHF140,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- 4051 Basel, BS: Reliably commute or planning to relocate before starting work (required)

Work Location: Hybrid remote in 4051 Basel, BS

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