IT Operations Support Lead

Purpose of the role: 

The IT Operations Support Lead's primary responsibility will be to ensure the effective running of McDonald's Ukraine technology portfolio in a professional and timely manner, deliver pro-active maintenance with limited impact to the business, ensure teams adherence to change management processes, and manage demand management process of scheduling technology resources between support, maintenance and projects. This role will be responsible for managing personnel, team schedules, assisting the team in prioritizing daily workload, being an escalation point for complex issue resolution, and ensuring the completions of all operation tasks correctly and in a timely manner.

Main responsibilities: 

• Ownership of all operational activities performed.
• Work with technology staff to develop proactive maintenance plans, scheduling and maintenance windows, and implementation and follow-up
• Oversee and run the incident, problem and change management processes. Help with continued development of the change management process, run change management meetings, and ensure technology adherence to the change management process
• Oversee demand management process and technology schedules. Work with team members to develop priority between support needs, proactive maintenance activities and project-based work for support
• Review and schedule operational maintenance activities with stakeholders and technology staff
• Evaluate the performance of the technology staff through day-to-day operations, successful proactive maintenance, reduced unscheduled downtime, and ability to follow the change management process
• Execute proper methodologies to improve the change management process, reduce unscheduled downtime, and improve customers' satisfaction
• Be an escalation point for the technology and development staff for complex issue resolution
• Management of operational relationships with our technology managed service providers, internal and external partners, including performance expectations, contractual renewals, and billing
• Work with the managers of the delivery build team, Service Desk, operations, marketing and other teams on development and distribution of reports and metrics regarding service availability and performance, support efforts, and proactive maintenance
• Management of all Operations related internal projects, providing regular updates to the project stakeholders
• Work with staff for functional on boarding, including change management process implementation, report setup, and confirm and validate documentation.
• Work with delivery team on reporting and directing staff on fulfilment and continual improvement
• Ensure adherence to company and IT policies and procedures.
• Emergency escalation point for major issues, including after-hours and weekend
• Implement and manage support procedures for incidents across all technology systems in scope and through all levels of support
• Implement and manage procedures for delivery of established technology request services, including definition of the service catalogue
• Implement and manage relevant monitoring tools to ensure the expected level of technology service

Knowledge, skills and experience: 

Specific skills include, but are not limited to, the ability to:

• Demonstrated ability to exercise excellent independent judgment and express creativity and initiative in a leadership capacity
• Prior resource management experience
• Excellent organizational and follow-up skills with strong attention to detail
• Superior customer service skills and experience in a client-facing role
• Breadth of technical skills related to the hardware, software and IT infrastructure of an organization. Be able to get hands-on when issues are escalated to help troubleshoot and resolve an issue
• Disaster Recovery/ Business Continuity design, implementation is a plus
• Effective and positive role model, mentor and leader

Knowledge and experience:

• Bachelor of Science in Computer Science, MIS, Business or similar degree
• 3 + total years of progressively responsible roles relating to technical services in the managed services or consulting industry
• Strong background in ITIL and Knowledge Management processes preferable
• Has experience or proficiency with technology projects
• Strong analytical, problem solving, and quality experience
• Excellent organizational, verbal and written communication skills
• Thoroughly and accurately understand issues and analyse the problem in a systemic fashion
• Experience leveraging managed or outsourced services
• Experience managing operations across a full technology stack (infrastructure through applications) and in a "hybrid cloud" environment combining on-premises data centres, IaaS, PaaS, and SaaS
• English: upper-intermediate