Cloud Operations Manager
vor 7 Monaten
**Cloud Operations Manager**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
In this role you will be accountable to streamline the Service offering of Infrastructure Cloud Services and to deliver and orchestrate the delivery of IS service line operations activities. Coordinates with and supervises internal and/or external third-party supplier resources for the effective delivery and operational performance of the services in scope, ensuring continuous improvement and compliance.
**This position reports to**:
Service Owner Infrastructure Cloud
**Your responsibilities**:
- Builds IS domain service operation activities in cooperation with IS Service Owners and IS Solution Architects.
- Maps business process demand to existing or new IS services, providing and helping on the new demands and projects in collaboration with IS Service Owners.
- Integrates operation and build activities (DevOps scope) in collaboration with the build team.
- Reviews Service Level Agreements (SLAs) and corresponding service monitoring and controlling metrics to identify rightsizing opportunities.
- Plays an active role in defining new contracts with vendors for the operational activities, service levels, and SLAs.
- Accountable for fulfilling the service requests in the agreed SLAs and collaborating with IS Service Owner to define the domain service catalog.
- Defines (in close collaboration) the level of monitoring, type of monitoring and assures all consumer interaction points lifecycle experience are under control and proper support is provided.
- Contributes to the IS service catalog and sets directions in the areas of service introduction and end-user support.
- Collaborates, defines, optimizes, and reviews incident management, problem management, service requests, and all processes related to domain service delivery and operation.
- Ensures configuration of state changes and thresholds for proactive monitoring.
- Dedicates resources to monitor problem volumes, Root Cause Analysis (RCA) quality, solution timelines, and follows up on potential improvement opportunities.
- Responsible for ensuring service availability and performance are properly monitored at a sufficient level in case of a disaster.
- Records and reports the change of state in case of an event and responds adequately.
- Responsible for creating and keeping up to date the Configuration Management Database (CMDB) and ensuring the availability of the information related to service configuration and the Configuration Items (CI).
- Responsible for the day-to-day execution of IS domain service operation delivery, escalation, and relationship management.
- Responsible for ensuring service restoration (within the agreed SLA), business impact analysis, and prioritization in incident management.
- Supports major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation).
- Undertakes periodic audits to ensure correct user access has been provided to systems.
- Supports the Application Owner and business to understand and document the flow of information through the business processes and IT systems; this includes all the stages from the data entering a system to its transformation to a report.
- Supports the business process owners and control owners in validating system-generated reports from a business perspective to ensure that data is complete, reliable, and accurate (Information Produced by Entity (IPE)requirement).
- Ensures Service Desk organization is properly informed and trained to route requests and incidents correctly.
- Executes the IS domain service delivery utilizing the internal IS delivery units, IS Operations team members, and/or external third-party IS service suppliers in a “core and flex model,” as advised.
- Oversees any process related to third party and internal IS supply for domain service delivery and operation.
- Ensures (in concert with IS business) customers’ satisfaction with IS services by understanding their strategic and tactical needs, making sure actions are taken to close any gaps, and influences stakeholder perceptions of the relevant IS services, all within the scope of responsibility.
- Manages relationships with third-party suppliers and local experts to resolve issues, provides updates, and collects feedback from relevant stakeholders.
- Reviews periodically the performance of the operation teams, the quality of the deliverabl
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