Manager - Unified Support (Energy Industry Vertical)

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Duties and Accountabilities:

• People Management in one of the five 24x7 shift teams in Unified Support - Service Operations - Energy Industry Vertical
  • Employee performance monitoring & appraisals
  • Identifying & organizing necessary training/coaching programs to continually improve and upkeep employee performance (PDPs, PIPs, etc.)
  • Initiating and implementing human resource management best practices as per company & industry standards/directives
  • Conducting regular team meetings to keep employees informed about organizational direction/strategy, business plans, organizational goals/objectives, and results, HR/welfare initiatives, etc.
  • Team administration duties such as,
    • Coordinating shift transport in partnership with the local administration team
    • Shift attendance management
    • Providing overtime/shift allowance reporting
    • Provision of reference information as part of the HR team service letters process
    • Facilitating staff welfare activities/events in partnership with team leadership
    • Ensure compliance with local/company regulatory and legal requirements
    • Ensure all ergonomics and IT facility/equipment needs of staff are duly addressed
  • Maintain a conducive work environment and preserve a collaborative culture in the team
  • Identify and handle employee needs, concerns, grievances, and conflicts and address them proactively
  • Work with the local leadership team to design and implement organizational strategy, policies, guidelines, etc. to ensure a stable, cost-effective, and viable operation
  • Facilitate the headcount planning and hiring process for new employees
  • Execute the onboarding of new employees once they have been appointed
• Operational Management in one of the five 24x7 shift teams
  • Ensuring team members complete their duties, including:
    • Incident and Queue management
    • Deployments and service request fulfilment
    • Case acknowledgement and updates
    • Case resolutions
    • Escalations to stakeholder and resolver groups
    • Scheduling of cases
  • Ensure the team members perform all activities observing standard processes and within defined KPI/SLA/SLO
  • Help the problem management team in their duties
  • Improving processes and documentation to drive continuous improvement in the team's performance
  • Distribute, educate, and inform the team of the new/updated SOPs, etc.
  • Execute the shift handover process at the beginning and end of the team's shift
  • Ensure the right resources are available in the shift and work with management to address any shortfalls on a daily and long-term basis
  • Help the team members with prioritization decisions as they handle multiple Cases

Technical Skills:

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful, including:

• Microsoft Azure PaaS (e.g., App Services, SQL Database, Storage, Redis Cache, etc.)
• Oracle Database/Middleware, Web Servers, Proxies, Firewalls, Kubernetes
• Network architectures, especially related to Microsoft Azure (e.g., vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
• Security standards – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.
• Alternatively, technical or functional knowledge of the IFS product suite is also considered similarly useful for this role.

Personal Abilities:

• Ability to work to deadlines and targets
• Ability to manage own time, and that of a team, efficiently and effectively
• Ability to work in the international, multi-discipline, cross-functional teams
• Flexibility to work to deadlines and needs of the role
• Ability to read and comprehend technical documentation written in English
• Ability to influence and guide others to deliver on the team aims
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Ability to steer and motivate a team of technical individuals , both remotely and when working on-site
• Good communication and interpersonal skills
• Strong organizational skills and ability to multi-task
• A good team player with a can-do attitude

Experience:

• Mandatory
  • Proven ability in cloud computing services or enterprise IT service delivery or DevOps or product support, with proven expertise in management or team leadership or equivalent capacity
  • Demonstrated knowledge of cloud computing services or IT service management methodologies or product support best practices
  • Expertise in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
  • Expertise in ITIL, ISO 20000, or a similar service delivery framework also considered a plus

Continuously expanding your operational and functional/technical domain knowledge is a very important part the role.

The role forms part of a 24x7x365 shift pattern.

The role is nominally 37 hours a week, but extra hours may be needed to discharge all associated duties.

Qualifications

• University or equivalent professional qualifications, in software/system engineering or IT operations
• ITIL qualifications would be useful but not mandatory
• Vendor-provided technical certification (CCNA, OCP, MCSA, etc.) would be useful though not mandatory

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.