Automation Support Manager

Possibility of remote work: Hybrid, 3 days WFO
Contract duration: 6 months
Location: London, UK

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JOB DETAILS

Role Title: Automation Support Manager

Minimum years of experience: 10+ years

Must have skills:

ITIL Experience
Service Management process methodology + ITIL v5
Leading operational aspects of large application footprint and operational teams
Familiar with SRE methodology and techniques

Nice to have:

Helix + Remedy ITSM
Microsoft BI reporting
Process Automation
Reporting and analytics

Responsibilities you would expect the subcon to shoulder and execute:

Implementation of GenAI projects
Great stakeholder management and Operations Delivery support/management
Change Management process, alongside the Transition and L1 + L3 support teams
Co-ordination of all escalated incidents (from the L1+ Automation support team) related with the Business Process Automations
Co-ordination via Automation Transition team and L1 Managed Support Service partner, the technical transition process from Development into Production
Responsible for ensuring there is a strong adherence of all Support resources to the Automation Operating Model
Responsible for ensuring there is adequate rota of resources to support both business pipeline of changes + incident remediation over 24/7
Proactive communications and follow-up of incidents with Level 1 support or with other support groups, until they are resolved