Seat/ Role Details
Seat/ Role Title : Operations Manager
Division : Managed Services
Position Reporting To : Head of Managed Services
Location : India
Direct Reports : 6+
Indirect Reports : NA
Who are we
At Byte (Melbourne), we are passionate not just about what technology can do, but what it can empower people to achieve. We believe that to keep your business moving forward your people need to be firmly in the driving seat, with a technology partner that understands how to make that happen.
What we are looking for
The Operations Manager scope of accountability is the optimal operations of customer IT environment under contract from monitoring and maintenance perspective. This requires you to lead, manage, and ensure accountability to the results specified in our documentations and system (which reflects our formal obligations to the customers).
The key focus from team management is to first establish clarity on the key functions, then accountability to the expected results, and then the team performance to deliver. To establish a performance culture, the management must create a follow through with expect and inspect! The expectation to the results is clarified in the Services Catalogue with the service outcome to the customer.
You will have financial acumen in managing costs contributing to a profit margin target. This will come from both optimisation of service catalogue delivery and team performance while maintaining SLA targets.
You will be part of the Managed Service Management Team and will be key in advocating our culture, believe in our purpose and mandate Bytes Way of things being done. To this end, you will be a clear communicator, deliver exceptional customer service with the ability to collaborate with multiple teams to drive customer outcomes.
As a manager you will be using lead indicators and performance metrics to measure results and create corrective actions. The approach for all managers and leadership team members is to interpret our purpose, roadmap, goals, and results and communicate them to the team at every opportunity. You enjoy having regular feedback sessions both with individuals and as a team calling out model behaviour to promote our culture, but just as important is acting on poor performance and following through on appropriate action.
As this position is based in India and you will be required to communicate with the team and customers based in Australia and therefore hours of working need to be closely aligned with Melbourne time zone.
Functional Responsibilities - What you will be doing
Manage the delivery of operational services for customer environments per customer SLA and contract obligations for the following functions:
Management of Operational services:
Patch Management (Vulnerability and Maintenance)
Monitoring / Event Management
Backup Management
Problem Management
Capacity Management
Configuration Management CMDB and Asset Management
Management of Security Operations Centre (SOC):
Youll be accountable for management of Security Operation Centre (SOC) and leading a 24x7 team of security experts. Overseeing the operational element of the SOC guiding principles in collaboration with Security Services and Customer Strategy functions. The key outcomes from SOC management perspective include:
Deliver quality security outcomes
Drive efficient and timely operations
Actualize continual improvement and innovation
Protect our customer
Service Quality and Outcome:
Deliver exceptional service to our customers by maintaining strong customer communication on account-related issues; this includes keeping them informed of escalated issues, notifying them of impending changes or agreed outages, addressing any customer problems by gathering and transmitting information or solutions.
Review and manage the service quality and performance across aged tickets and backlog of activities and services requests - ensure appropriate priority, scheduled, and follow through to resolution.
Successfully transition the India team into 24X7 operations.
Experience in creating shift schedules to ensure 24x7 coverage by operations personnel.
Support the transition to operations for any new customer, products, or services, be a champion of adoption.
Be an effective point of escalation for customers and stakeholders with a focus on the customer outcome (customer centricity), to manage and resolve service issues working with Customer Success team.
Review daily priorities and take appropriate action to ensure results are achieved.
Foster Optimisation and Accountability:
Adopt standard operating procedures Bytes Way to ensure the smooth daily function of the team. Continuous improvement in procedures to drive productivity.
Set clear accountabilities within the team by communicating clear expectations, measurements, and regular feedback on deliverables - evaluate progress and instil a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
Develop and maintain a team through coaching and performance management, rewarding and recognising positive behaviour and exceptional work.
Manage resourcing, rostering, and on-call availability for your team, forecasting at least six (6) weeks in advance.
Managed the teams productivity through measurables, these measurables foster staff engagement and drive a performance-based culture that results in an engaged team.
Leadership in service developments and roadmap to ensure Byte remains a market leader in its service offering and its service catalogue is maintained with industry trends.
As a leader you will foster mentoring relationships throughout the team.
Key Accountabilities - what you will be measured on
Financials - Operating Gross Margin (review every quarter).
LMA (Lead + Manage = Accountability to Results) for teams and individuals (as per EOS framework).
Service quality outcome - Focus on the outcomes and customer experience not on the tasks, effort, and technology. Shift the focus on customer business impact of service performance, security, and availability.
Capability & Capacity - Workforce Management adherence = forward forecast of 10 weeks
Customer Experience:
Customer experience rating of over 80%
SLA compliance of 95% +
Customer Value - Continuous Service Improvement for all of monthly customer reports
Technical Capabilities skills/ experience you will need to have
5+ years experience in a similar role within mid-market MSP.
Experience with technologies Unified Communications, IT infrastructure Systems, Networks, Security, and End User Productivity (Microsoft Modern Work and Security).
Experience in cloud environment such as Azure, Microsoft365, MS Teams, O365, Azure Security Services, Citrix, Hyper-V & VMware.
ITIL certified and experienced with directing our team in line with ITIL ver 3 and 4 in relation to Service Operations Methodology including Incident, Problem, Service Request, and Change Management.
Track record of providing insight into inefficiencies and driving change through a Change Management Methodology.
Detailed understanding of developing teams with performance culture and customer focus.
Proven ability to work creatively and analytically in a problem-solving, high-pressure environment.
Experience operationalising and measuring relevant security operations centre based-on management of critical success factors, and key performance indicators.
Experience in managing and maintaining relationships between Byte, vendors, and customers.
Experience in clear communication at business level to provide operational insights in customer reports and training the team to perform the same function.
Experience with optimisation of tasks and activities with the use of automation in IT operations.
Excellent follow through to see all initiatives and tasks through completion (as per the success factors).
Minimum 3 years Security operation leadership, with experience building long-term career development plans for team members at all levels.
Security services certifications such as CISSP, CISM, and SANS are highly desirable.
Seat/ Role Competencies - as per your role, what competencies you will need to demonstrate
Drives results
Persists in accomplishing objectives despite obstacles and setbacks.
Has a track record of exceeding goals successfully.
Pushes self and helps others achieve results.
Readily tackles tough assignments.
Faces difficult issues and supports others who do the same.
Builds effective teams
Forms teams with appropriate and diverse mix of styles, perspectives, and experience.
Establishes common objectives and a shared mindset.
Creates a feeling of belonging, motivation, and strong team morale.
Shares wins and rewards team efforts.
Fosters open dialogue and collaboration among the team.
Action-oriented
Readily takes action on challenges, without unnecessary planning.
Identifies and seizes new opportunities.
Displays a can-do attitude in good and bad times.
Steps up to handle tough issues.
Tech savvy
Anticipates the impact of emerging technologies and makes adjustments.
Scans the environment for new technical skills, knowledge, or capabilities that can benefit business or personal performance.
Rejects low-impact or fad technologies.
Readily learns and adopts new technologies.
Optimise work practices
Identifies and creates the processes necessary to get work done.
Separates and combines activities into efficient workflow.
Designs processes and procedures that allow managing from a distance.
Seeks ways to improve processes, from small tweaks to complete reengineering.
Decision Quality
Makes sound decisions, even in the absence of complete information.
Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
Considers all relevant factors and uses appropriate decision-making criteria and principles.
Recognizes when a quick 80% solution will suffice.
Financial Acumen
Understands the meaning and implications of key financial indicators.
Uses financial analysis to generate, evaluate, and act on strategic options and opportunities.
Integrates quantitative and qualitative information to draw accurate conclusions.
Safety Responsibility
All Byte employees and contractors are responsible for their own safety and security and that of persons working with them. Support in form of policies and processes are available.
Pre-employment Requirement
Mandatory police check
Reference check.
Job Details
Work type: Hybrid work model but will need to attend the office at least 3 days a week.
Work location : Location in Chennai and needs to reside in Chennai.
Work timings : 7.6hrs a day with some reasonable additional over time as expected.
Official Working Days : Monday to Friday
Official Work time : IST 9am to 5pm.
Public Holidays: Indian calendar based holidays.
Notice Period in Byte: 3 months notice to be provided.
Notice Period to join in Byte: Immediate / 15 Days / 1 Month
