Ops Manager: Monitoring and Surveillance

Business unit, Department, Reporting Business Unit Client Operate Department Monitoring Centre of Excellence Job grade/level M5

Core Description

To assist in managing the Monitoring & Surveillance team (CoE) to drive automation and to standardise and rationalise monitoring and management tools across the entire infrastructure estate. To provide input on best fit-for-customer engagement in support of customer satisfaction. Key Deliverables / Primary Functions Contribute towards the Monitoring & Surveillance strategy and roadmap to ensure the successful implementation of the strategy to achieve business objectives. Assist with the maintenance and development of tool sets in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. Coordinate the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addres...