Application Ops Team Leader

1 week ago

Pune, Maharashtra, India Parentpay Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities

  • Manage daily tasks and activities that ensure systems and services are proactively managed.
  • Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
  • Manage 3rd line support activities and act as escalation within the service operations function.
  • Oversee capacity and performance processes for assets that are owned by the team.
  • Manage the creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
  • Manage the creation of automation scripts and routines that remove manual intervention from service operations.
  • Manage the testing and invocation of the business continuity and disaster service operations recovery plans.
  • Manage the team to ensure the completion of all mandatory training courses.
  • Manage the acceptance criteria for the transition of new services into Service Operations
  • Participate in the out of hours on call support rota.

Skills, Knowledge and Expertise

  • Experience working in an IT service delivery or support function ORMBA or Degree in Information Technology or Information Security.
  • Experience working with Microsoft technologies.
  • Excellent communication skills developed working in a service centric organisation.
  • Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
  • Ability to manage and prioritise workload for a team of up to 10 FTE.
  • Experience managing technical or process-based forums and meetings such as the Change Advisory Board.
  • Experience in the creation of data repositories for operational policies, processes and procedures.
  • Managing technology refresh programs to avoid the use of end-of-life components within the production domain.
  • Experience working within Education Technology would be an advantage.
  • Advanced Microsoft Active Directory configuration and support.
  • Microsoft Azure and AWS cloud hosting platform administration.
  • Advanced Microsoft SQL server experience.
  • Windows Server and desktop management and configuration.
  • Microsoft IIS web services administration and configuration.
  • Advanced management of data and SQL backup solutions.
  • Advanced scripting and automation capabilities.
  • Advanced knowledge of Azure analytics and KQL.
  • Advanced knowledge of School Management Information Systems an advantage.

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