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Manager - Workplace Ops Centre

Secunderabad, Telangana
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  • Banking & Finance
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Job Details

Key Responsibilities / DutiesPromoting a culture of always on, un-interrupted services that are critical to our clients.Promoting to those around you that understand the impact of service outages to our business clients.Ensure Team Leads are managing day to day operational activities with best practice of principles using Manage For Daily Improvement. Teams should be managing and limiting all requests and incidents reaching a Red status. This is in accordance with our agreed service standards.Report on our Operational capacity and daily activities and plan accordingly to meet exemplary service levelsOwn and investigate any complaints accordingly; ensuring they re satisfactorily resolved and long-term corrective action/prevention has taken place.Ensure operational standards are adhered to by Team Leads and direct reports.This includes actively looking to continuously improve working practices to ensure the teams work as efficiently as possible using LEAN approach.Ensure that the ongoing operational needs of the team are matched by appropriate staff development. This entails undertaking all associated people management activities including but not limited to staff training, conducting performance management reviews, recruitment interviewing, regular direct report reviews, regular team meetings.Own the team strategy and in particular manage the strategy in line with the client requirement and the wider IT strategy.Adopt, promote and own principles for managing escalation. Major incident handling is key for resolution and tracking follow up actions resulting from service outage. Act as a point of escalation for all Teams under management, act responsibility and with total ownership for all items that have been escalated. Coach Team Leads on long-term corrective action/prevention.Be a leader in understanding training and development requirements for Teams under management. Adopt and apply a method that helps identify skills shortages (skills matrix).Ensure Team Leads are ensuring team procedures and Disaster Recovery processes are accurately documented.Successfully deputize in for Workplace Manager as required. Manage track and demonstrate Team Lead workloads outside daily BAU activities. Qualifications Work Experience / Knowledge 6+ years in an IT Infrastructure Team Management role or equivalent experience.Previous experience in a Financial Services, highly pressured environment, essential.Proven people management experience at the appropriate level.Must possess an up-to-date understanding of all Infrastructure technologies and an excellent technical knowledge of Infrastructure Services with a clear focus on Enterprise Workplace disciplines.Skills / Other Personal Attributes Required Must have exceptional ability to diagnose and solve problems while maintaining professionalism and courtesy. Interpersonal skills necessary to effectively communicate and manage a variety of individuals at all technical levels.Ability to demonstrate strong, dynamic supervisory skills.Be able to demonstrate commitment to exceptional client service.Excellent communication skills with the ability to understand and converse in English, verbally and in writing.Be able to work with minimal supervision while adhering to Invesco technical and operational procedures and policies.The necessary interpersonal skills to effectively interact and communicate throughout the IT organization with individuals of varying technical abilities.Self-motivated, enthusiastic, approachable and people oriented.Be able to represent the department when required and speak to a broad selection of audience.Have the ability to delegate responsibilities and achieve the same outcome.Broad knowledge of general current IT issues.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 8-12


Administration | Event Planning | Facilities management | Office Management & Coordination
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