Operations Manager - Technology Solutions

The Department

The LifeRTC Operations Team, led by the Head of Operations, provides world-class support and incident response services to our internal and external customers, and is responsible for the monitoring and management of our extensive cloud-based operational infrastructure. The team, consisting of IT professionals, software engineers, and support specialists, ensures our Azure-based products are available, functional, and reliable by applying best practice service management

What We Value:

Our customers – delivering world-class support and providing them with innovative solutions.
Professionalism in all areas: communication, work product, relationships, attitude.
Personal responsibility: the quality of our work is a matter of pride; therefore, we take ownership of our tasks to ensure success.
Integrity:
Milliman’s people demonstrate integrity in all that we do.
Team collaboration and professional excellence: as a global organization, we rely on our staff to contribute to the good of the overall team.

The Role

The Operations Manager leads and manages a team of highly skilled support technicians to identify and overcome operational hurdles, ensuring the delivery of superior support for our products and services. They are comfortable working and managing in a dynamic team environment, leading and empowering the team so they show independence and initiative in proactively taking ownership of tasks and issues as they arise.

They are willing to go the extra mile, doing whatever it takes to preserve uptime and ensure customer satisfaction across our entire customer base.

Your Responsibilities:

• Manage feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.
• Manage the team to ensure the provision of a world-class service to maintain SLA requirements for various clients.
  Oversee monitoring and management of our services and operational infrastructure.
  Working with the Head of Operations, mentor, train, and provide development goals for staff as needed.
• Manage and support the daily operations of the UK/US based Operations team, such as daily stand up, release retrospective, monthly client service meetings, vendor relationship and capacity meetings, and product triage.
• Liaise between Operations, QA, Security, Professional Services, and Development teams to promote cross team collaboration
• Oversee the delivery of product releases, scheduling upgrades and maintenance windows with clients, and working to improve the efficiency and reliability of our release delivery process.
• Manage an On-Call rotation and participate when needed.
• Participate in meetings with customers to discuss service-related reports and queries; act as point of escalation for issues involving Integrate and the underlying technology infrastructure.
• Working with the Head of Operations, manage team performance through establishing quality standards and conducting periodic performance reviews.
• Work with their counterpart in the UK/US to establish department goals, oversee objectives across teams, working to meet agreed customer and internal SLAs and delivery targets.
• Partner with colleagues in our Information Security and Audit and Compliance teams to manage technical and operational risks and meet audit and compliance requirements.
• Promote an environment of continuous learning within our teams to help facilitate career progression of team members.

Job Knowledge, Experience Skills

Job Knowledge

Required:

• Expertise in Microsoft Azure, SaaS, PaaS, IaaS, or related technologies.
• Expertise in Azure Dev Ops and deployment pipelines.
• Expertise in Power Shell, C#, Azure runbooks and ARM templates, Microsoft SQL Server.

Experience and Soft

Skills Required:

Experience managing and global IT operations teams and customers, ideally supporting a SaaS product suite.
Strong hands-on knowledge of cloud infrastructure and platform services, such as Azure, AWS, or GCP.
Experience leading direct reports and vendors, as well as influencing stakeholders in peer departments. Excellent interpersonal skills, and demonstrable ability to engage and influence senior stakeholders both…