Manager

Description

Roles & responsibilities

The Support and Operations Manager is responsible for managing and maintaining the production environments that host the audit applications.  The support and operations manager will be responsible for establishing the operational process documents and responsible for ensuring the offshore teams are adhering to the process.  This role will also be involved in managing a team of operations team members for Audit Applications such as KPMG Clara workflow, KPMG Clara for Clients, KPMG Quality and compliance evaluation who will be responsible to resolve the issues and service requests in a timely manner. The support operations manager will work closely Application support, Business support team and the platform operations team to drive the drive the objectives and KPIs as defined by the Head of Audit Application Support and Operations.

Operational Activities

-Serve as the technical authority for infrastructure and platform-related issues, providing expert guidance and resolution support.

-Ensure production environments are managed in strict alignment with established policies and operational procedures.

-Oversee and confirm the completion of post-deployment activities following weekly releases, ensuring operational continuity and compliance.

-Act as a liaison between platform operations and infrastructure teams to maintain server integrity, including timely application of patches and remediation of vulnerabilities

Relationship Management: This role maintains ongoing, productive relationships with:

-Global platform operations team

-Engineering team

-Deployment team

-Application Support team

-Business Support team

Team and Professional Leadership

-Participates in team meetings and workshops

-Participates in internal firm-wide meetings and external conferences to identify emerging trends and best practices in Support and Operations space

Mandatory  technical & functional skills

•Strong understanding of infrastructure and platform operations, including server patching and vulnerability remediation.

•Experience managing production environments with adherence to operational policies and procedures.

•Familiarity with ITIL or similar frameworks for incident, problem, and change management.

•Hands-on experience with post-deployment validation and release management.

•Ability to create, maintain, and enforce operational process documentation.

•Proficiency with monitoring and alerting tools such as Splunk, AppDynamics, or Dynatrace.

•Knowledge of security and compliance standards relevant to audit applications.

Preferred technical & functional skills

•Exposure to audit platforms like KPMG Clara Workflow, Clara for Clients, and Quality & Compliance Evaluation.

•Basic scripting skills (e.g., PowerShell, Python) for automation of operational tasks.

•Understanding of DevOps practices and CI/CD pipelines.

•Experience with ITSM platforms like ServiceNow.

•Ability to analyze operational KPIs and generate performance reports.

•Experience managing offshore or distributed teams with process adherence.

Key behavioral attributes/requirements

—Attention to detail and quality consciousness

—Demonstrates ability to think critically and demonstrate confidence to solve problems and suggest solutions

—Be a quick learner and demonstrate adaptability to change

—Should be willing to and capable of delivering under tight timelines, basis the business needs including working on weekends

Responsibilities

Roles & responsibilities

The Support and Operations Manager is responsible for managing and maintaining the production environments that host the audit applications.  The support and operations manager will be responsible for establishing the operational process documents and responsible for ensuring the offshore teams are adhering to the process.  This role will also be involved in managing a team of operations team members for Audit Applications such as KPMG Clara workflow, KPMG Clara for Clients, KPMG Quality and compliance evaluation who will be responsible to resolve the issues and service requests in a timely manner. The support operations manager will work closely Application support, Business support team and the platform operations team to drive the drive the objectives and KPIs as defined by the Head of Audit Application Support and Operations.

Operational Activities

-Serve as the technical authority for infrastructure and platform-related issues, providing expert guidance and resolution support.

-Ensure production environments are managed in strict alignment with established policies and operational procedures.

-Oversee and confirm the completion of post-deployment activities following weekly releases, ensuring operational continuity and compliance.

-Act as a liaison between platform operations and infrastructure teams to maintain server integrity, including timely application of patches and remediation of vulnerabilities

Relationship Management: This role maintains ongoing, productive relationships with:

-Global platform operations team

-Engineering team

-Deployment team

-Application Support team

-Business Support team

Team and Professional Leadership

-Participates in team meetings and workshops

-Participates in internal firm-wide meetings and external conferences to identify emerging trends and best practices in Support and Operations space

Mandatory  technical & functional skills

•Strong understanding of infrastructure and platform operations, including server patching and vulnerability remediation.

•Experience managing production environments with adherence to operational policies and procedures.

•Familiarity with ITIL or similar frameworks for incident, problem, and change management.

•Hands-on experience with post-deployment validation and release management.

•Ability to create, maintain, and enforce operational process documentation.

•Proficiency with monitoring and alerting tools such as Splunk, AppDynamics, or Dynatrace.

•Knowledge of security and compliance standards relevant to audit applications.

Preferred technical & functional skills

•Exposure to audit platforms like KPMG Clara Workflow, Clara for Clients, and Quality & Compliance Evaluation.

•Basic scripting skills (e.g., PowerShell, Python) for automation of operational tasks.

•Understanding of DevOps practices and CI/CD pipelines.

•Experience with ITSM platforms like ServiceNow.

•Ability to analyze operational KPIs and generate performance reports.

•Experience managing offshore or distributed teams with process adherence.

Key behavioral attributes/requirements

—Attention to detail and quality consciousness

—Demonstrates ability to think critically and demonstrate confidence to solve problems and suggest solutions

—Be a quick learner and demonstrate adaptability to change

—Should be willing to and capable of delivering under tight timelines, basis the business needs including working on weekends

Qualifications

This role is for you if you have  the below

Educational qualifications

•Bachelor's degree in Computer science or relevant field

Work experience

•10 – 12  years of Professional Experience

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