Digital Operations Excellence Leader
2 days ago
About Us
At UST, we transform lives through technology. With over 30,000 practical problem solvers and creative thinkers in over 30 countries, our entrepreneurial teams empower innovation, act nimbly, and create a lasting impact for clients, customers, and communities.
We're proud to champion diversity, inclusion, and humanity in everything we do. Our values shape who we are: Humility, listening and learning; Humanity, bettering lives; and Integrity, honoring commitments. We're an Equal Opportunity Employer and welcome all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
About the Role
We're seeking a seasoned Digital Operations Excellence Leader to lead our 'Lights On' delivery function. As a key member of our team, you'll be responsible for ensuring the successful operational transition and ongoing support of client IT applications and services. Your expertise will guarantee seamless service delivery, application stability, and compliance with industry standards and regulatory requirements.
The Job Description
Key Responsibilities:- Lead the transition of IT applications and services from project phase to operational 'Lights On' support, ensuring readiness and stability.
- Oversee the entire lifecycle of application management, ensuring services meet operational SLAs and KPIs post-go live.
- Manage handover from project/development teams to operations, ensuring comprehensive knowledge transfer, documentation, and support readiness.
- Establish a seamless process for onboarding new applications or services into the 'Lights On' stage.
- Ensure continuous and stable operation of applications across the organization, maintaining high availability, performance, and reliability.
- Develop, implement, and maintain processes for incident management, problem resolution, and continuous service improvement for business-critical applications.
- Lead root cause analysis (RCA) for any critical incidents and ensure corrective actions are put in place to avoid recurrence.
- Establish and maintain best practices in application monitoring, change management, and disaster recovery planning.
- Lead and manage a team of IT operations professionals responsible for application support, ensuring they are well-trained, motivated, and delivering results.
- Work closely with cross-functional teams (e.g., development, infrastructure, security, business units) to ensure alignment on business priorities and operational requirements.
- Ensure collaboration between client teams and partners for application support and issue resolution.
- Define, monitor, and enforce service level agreements (SLAs) and operational level agreements (OLAs) for IT applications and services.
- Regularly report on SLA performance to senior management, providing insights and recommendations for improvements where necessary.
- Develop key performance indicators (KPIs) to track the performance of 'Lights On' services and lead continuous improvement initiatives based on the results.
- Proactively identify risks to application stability and availability, developing mitigation plans and ensuring compliance with industry standards and regulatory requirements (e.g., GDPR, SOX, etc.).
- Ensure all IT services and applications comply with internal security policies and external regulatory requirements.
- Maintain audit trails, ensuring compliance with both internal and external audits, and managing any corrective actions or improvements from audit findings.
What You Need:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- ITIL certification or other relevant service management qualifications.
- 15 - 20 years of experience in IT service delivery, application management, or IT operations, with at least 5 years in a managerial role.
- Proven track record in managing 'Lights On' operations for large-scale, business-critical IT applications in complex environments.
- Proven track record of managing business-critical systems in a 24/7 environment.
- Strong understanding of cloud platforms, databases, networking, and enterprise application architectures.
- Exceptional team management and leadership capabilities.
- Ability to remain calm and make decisions under pressure.
- Excellent written and verbal communication skills, with the ability to interact effectively with technical teams and senior leadership.
- Analytical mindset with a focus on identifying root causes and implementing sustainable solutions.
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