Job Description

Description

The Senior IT Operations Team Leader supervises others� volume and quality of work relating to identifying and managing changing customer / business / user needs (regarding IT requirements) and ensure customer satisfaction with Vodafone�s IT products and services in line with Customer Services Management strategy. They guide the team in delivering activities across the IT lifecycle for all end-users. Including administration and maintenance of assigned applications, services, systems and solutions, incident management, problem management, change and release management and vendor management, to drive improvements through innovation, best practice techniques, and collaboration.Typically reports to the IT Operations Manager.

• Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy;
• Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs;
• Provides operational support with supervisory responsibility for a team who deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management;
• Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support;
• Ensures team execute tasks and activities in line with the plan to ensure the effectiveness of the area;
• Supports the end-to-end projects that improve customer and employee satisfaction;
• Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;
• Maintains relations with internal and external partners;
• Supports the end-to-end projects that improve customer and employee satisfaction;
• Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;
• Maintains relations with internal and external partners.

Skills

Monitor and Diagnose
Cloud_FRHR
Data Analytics and Insights
External trends and insights
Critical Thinking
People Development
Strategy Execution
Business Partnering
Resilience
Customer Centricity
Service and Delivery Management
Incident Response
DevOps
Security
Software Engineering
Automation and Robotics_2022