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IT Operations Team Leader

Closing date
19 Jul 2022

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Technology & New Media
Contract Type
Full Time
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Who we are looking for

An IT Operations Team Leader to be responsible for leading a team of engineers as they support the production IT service, comprising all customer-facing products and critical internal business systems.

You will be involved with operational activities, automation initiatives, operational readiness, support and training.

You will inspire and motivate the team working in a fast paced DevOps environment, while working collaboratively with the Platform and Automation teams, SRE, Service Delivery and Service Operations to build and execute plans to achieve the desired objectives and outcomes. You will be heavily involved in the IT Operations roadmap to shape and influence the team's future whilst continuously improving processes, reducing toil and increasing levels of automation.

The team operate on a 24/7 shift basis to provide an on-site presence, although there is no requirement for this position to work shifts.

This role is fundamental to the success of IT Operations. The day to day work is interesting, challenging and fast paced amidst a hardworking and delivery focused company ethos.

Preferred skills and experience

  • Delivery and results focused with a desire to deliver successfully and at pace.
  • Excellent interpersonal and facilitation skills that provide the ability to communicate confidently and accurately.
  • Ability to investigate issues to root cause in a transparent and accountable way.
  • Passion for continuous improvement.
  • Experience of documenting processes, training, monitoring and mentoring to underwrite the success of the team.
  • Experience managing multiple streams of activity and shifting focus regularly.
  • ITIL Foundation or full certificate.
  • Understanding and appreciation of major incident management, change management and business continuity management.
  • Previous service management experience in IT infrastructure with leadership experience.
  • Experience of working with server and networking technology within an enterprise environment.

Main Responsibilities

  • Managing and supervising the day to day running of a large team based across both our Stoke and Manchester offices.
  • Engaging with teams early in delivery lifecycle to allow them to plan for upcoming work appropriately.
  • Influencing and being open to change, giving input to support operations in project activity.
  • Reviewing Major Incident Post Incident data, streamlining processes.
  • Completing one-to-ones, discussing daily, weekly and monthly tasks along with giving feedback on team issues, performance and observations.
  • Motivating and inspiring staff, providing coaching and feedback in an effective manner
  • Gaining an in depth knowledge of production monitoring estate and the technologies used including Splunk, Grafana, Kabana and CA UIM.
  • Driving and supporting the automation initiatives across the IT Operations team and DevOps.
  • Seeking to increase efficiency via automation of manual tasks, reducing complexity and making recommendations to improve internal customer experience.
  • Acting as an escalation point for the team including technical escalation and ensuring agreed processes are understood and adhered to.
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