大连招聘

Purpose of your role

The Operational Duty Manager role manages any interruptions to business service to minimise impact to business and to ensure the Major Incident Management process is implemented seamlessly and consistently for all potential and actual impacts.

The Operational Duty Manager role will be ready to manage any changes in service delivered to any business area, any potential interruptions to service and manage technology incidents as soon as they arise. They will follow closely the Major Incident and Crisis Management processes, ensuring all technical, business and management engagements are organised to the required service level, and escalations to management levels, Technical and Service Owners including Senior Management globally.

The ODM team provide a 24x7 global service using a cover rota aligned to global time zones (where possible). The expected shift rota will be 11 hour shifts, rotating through the 24x7 period, each Operational Duty Manager working a regular shift pattern. This is designed to cover business service hours starting in Asia Pacific and finishing at close of US markets, and out of business hours when the majority of infrastructure, application and service changes take place.

The Operational Duty Manager will establish and maintain strong working relationships with the Technology teams and the business areas globally. The role is high profile and challenging, requiring good communication skills.  The Operational Duty Manager is empowered to make decisions as part of the incident or event in order to restore normal service to the customer.  As part of the Major Incident Management function, the Operational Duty Manager is considered critical to the process and when required, Major Incident Management assumes a higher priority than any other Technology business as usual (BAU) task.

The Operator Duty Manager position is responsible for co-ordinating service and exceptions during his shift. This includes managing any service exceptions and managing/escalating/reporting any exceptions. This may also include updates to Service Delivery Managers, Technical Support staff and Senior Management, and acting as customer liaison for internal and external customers.

The Operational Duty Managers will be expected to be familiar with all business requirements and service levels, new and revised service levels, details of changes scheduled for their shift cover periods and counterpart communicators and contributors in all service areas.

The Operator Duty Manager role works closely with the Bridge to identify any ‘out of order’ or service-impacting issues, providing an instant oversight of any events which may become Major Incidents.

 

The Operational Duty Manger’s specific responsibilities are:

      

?     Work in a shift pattern which includes weekdays, weekends, and public holidays.

?     Monitor for any exceptional or ‘out of order’ situations or events, so as to engage as early as possible

?     Identify any potential interruptions to service, managing technology incidents as soon as they arise

?     Follow the Major Incident and Crisis Management processes closely

?     Escalate to the appointed on-call Major Incident/Crisis Manager as required

?     Communicate and escalate effectively and consistently in line with documented processes

?     Ensure all technical, business and management engagements are managed to the required service level

?     Provide a high standard, consistent response throughout any service period, to medium and high impact incidents

?     Provide a conduit between FIL and FIMT command centres for common high impact incidents

?     Cover business hours starting in Asia Pacific and finishing at close of US markets engaging with the relevant incident management and service management staff as required

?     Cover out of business hours when the majority of infrastructure, application and service changes are scheduled

?     Be expected to familiarise themselves with all business areas, understanding service levels, customer and technical contacts

?     Maintain a view of all changes scheduled for their shift cover periods and counterpart communicators and contributors in all service areas

?     Participation in Systems releases and DR planning and testing

?     Holiday and sickness cover 

?     Deputising for functional manager, etc., when required

?     Coordination of testing, training and take-on of new tasks and services

?     Understanding the FIL service management processes –  Problem Management and Change Management

?     Understands risk events and escalates the risk to their senior management team in a timely fashion.

Key Responsibilities

 

The Operational Duty Manager should have a high standard of team work, communication and ownership skills. The successful candidate would have worked in a similar role preferably at a Financial Services company. They should have experience of working and organising shift workloads, reporting to key service organisation stakeholders and managing the service delivered by the Incident or Crisis Management processes in an unsupervised manner.

The Operational Duty Manager should understand the strategic requirements of the service provided.

?     Ability to establish appropriate levels of incident management (all levels: impact 1 – 4 including crises)

?     Ability to establish & manage dependencies & associated risks

?     A good grasp of quality processes

?     Technical processing capability or aptitude

?     Early identification of problems and a proactive approach to resolution

?     An analytical mind and systematic approach to both planned and unplanned problem solving.

?     Customer liaison or service delivery skills

?     Experience in a role where escalation and communication of major incidents was a key responsibility

?     A demonstrable understanding of how systems interact and may impact operations or service

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