Operations Manager

About Business Unit:

SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients. This function is responsible for product support, incident management, managed operations and the automation of processes. The team has successfully incubated and mainstreamed Site Reliability Engineering (SRE) as a practice, to ensure reliable product operations on a global scale. Plus, the team is actively leading the adoption of AI in operations (AIOps) and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.

We are seeking a highly motivated and skilled People/Operations Manager to join our Epsilon People Cloud Customer Client Delivery Team. The main objective of this role is to drive customer delight through high-quality, value driven service delivery and robust operational management.

Why we are looking for you?

As an Operations Manager, you will be responsible for end-to-end support of Epsilon product solutions. You will oversee client delivery, manage production operations, and lead people management efforts to ensure optimal team performance and client satisfaction.

This role requires collaboration with cross-functional teams to review production incidents, coordinate issue resolution and root cause analyses (RCA), and ensure alignment to Service Level Agreements (SLAs). A solid foundation in the ITIL framework is essential, as the role covers multiple service management functions.

What will you do?

- Provide oversight for client delivery and ensure successful execution of services in alignment with SLAs.
- Lead and manage production support processes including incident management, problem management, and defect tracking.
- Coordinate with internal teams and stakeholders for issue resolution and delivery escalations.
- Drive the release and deployment process, ensuring seamless transition of new features and fixes to production.
- Handle client service requests, ensuring timely and accurate responses aligned with customer expectations.
- Manage periodic Product upgrades, Production Maintenance, Data Compliances, Vulnerability Management etc.
- Review & oversee functional, regression and exploratory testing activities post any production changes.
- Manage transition activities, ensuring new clients or projects are onboarded effectively.
- Lead service validation and reporting to monitor performance and identify areas for improvement.
- Champion knowledge management practices to build team capability and reduce repeat issues.
- Identify and implement Continuous Service Improvement (CSI) initiatives to enhance service quality and efficiency.
- Lead people management responsibilities including performance management, team development, and engagement.

What will you enjoy in this role?

- Drive Efficiency Improvements: Contribute to and plan initiatives focused on improving operational efficiency through cross-training, knowledge management, and process optimization.
- Identify Automation Opportunities: Proactively identify and implement automation solutions to reduce manual effort, minimize errors, and enhance overall performance.
- Foster Self-Development: Commit to personal growth by actively exploring new learning opportunities through both formal training programs and informal development channels.
- Promote Employee Engagement: Actively participate in and encourage team involvement in organizational initiatives and employee engagement activities to foster a positive work environment.
- Support Talent Acquisition & Development: Contribute to hiring efforts and lead or support skill enhancement initiatives that build team capabilities and future readiness.
- Champion Continuous Improvement: Make a meaningful impact by challenging the status quo constructively, identifying areas for improvement, and recommending practical, innovative solutions that benefit the team and Epsilon as a whole.

Qualifications:

- Proven experience in Operations Management, Client Delivery, or similar roles in a service driven environment.
- Solid understanding of ITIL processes and standard methodologies.
- Demonstrated ability to manage production support operations, including incident and problem management.
- Effective leadership skills with a track record of managing teams, including performance reviews and career development.
- Exceptional communication, collaboration, and problem-solving abilities.
- Experience coordinating with cross-functional and geographically distributed teams.

Preferred Qualifications:

- Educational Qualifications – bachelor's or master's degree in computer science
- Experience Level – 10-12 Years (IT Service Delivery/Operations MGMT)
- ITIL Foundation, Project Management or higher certification.
- Experience in SaaS/Cloud-based environments or enterprise-level service delivery.
- Exposure to customer relationship management and stakeholder engagement in a client-facing role.
- Solid Technical Background in L1, L2, and L3 Application Support, with a deep understanding of production operations and issue resolution across support tiers.
- Proven Experience in Transitioning production operations activities, including knowledge transfer, process handover, and steady-state setup.

Familiarity with:

- ETL processes
- Cloud environments, data centres, and network/infrastructure components
- Business Continuity Planning (BCP) strategies
- Proficient in Microsoft Office tools for documentation, reporting, and stake-holder communication.
- Working knowledge of at least one leading ITSM (IT Service Management) platform such as ServiceNow, BMC Remedy or equivalent.

Personal Attributes:

- Demonstrates professionalism and integrity in all interactions and decisions.
- A self-starter with a proactive mindset and strong sense of ownership.
- Possesses excellent verbal and written communication skills in English.
- Highly organized, with proven ability to coordinate and manage tasks across multiple team members and stake-holders.
- Committed to continuous learning and fostering both individual and team development.
- Adaptable and agile, able to quickly respond to changes in technology and business requirements.
- Strong analytical and problem-solving skills, with the ability to diagnose issues and propose effective solutions.

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