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Operational Support Lead
Premium Job From STV
Recruiter: STV
Listed on: 26th October
Location: Glasgow
Salary Notes: Competitive
Type: Permanent
Start Date:
Reference: 261018STVOSL
Contact Name: STV
An exciting opportunity has arisen for an experienced Operational Support Lead to join our highly successful Digital Product Development team, mainly focusing on our STV Player product.

Duties & Responsibilities

                                       •                           Review, create and maintain operational support (BAU) processes and procedures to achieve company goals.
                                       •                           Apply continuous improvement to operational support processes and procedures, ideally using ITIL based processes.
                                       •                           Take a lead role in ensuring appropriate internal tooling is in place to support operational support processes, with a proactive approach to monitoring and reporting of issues.
                                       •                           Work closely with product development peers, such as product managers, scrum master and infrastructure engineer to ensure an appropriate service is provided around operational support.
                                       •                           Assist with development, implementation and maintenance of rigorous cyber security practices and disaster recovery processes.
                                       •                           A ‘hands-on’ approach to assisting with solving support tickets, i.e. write code to solve problems.
                                       •                           Oversee and assist with incidents under our of hours support procedure on a rota basis, and ensure continuous review of our incident management policy.
                                       •                           Lead, mentor and manage our operational support team.
                                       •                           Liaise with 3rd parties who provide monitoring, hosting and professional services.

Knowledge & Skills

                                       •                           ITIL qualification preferred, with sound understanding and solid practical experience of service management policies and procedures expected.
                                       •                           Self-motivation and the ability to maintain a high standard of quality whilst working to strict deadlines.
                                       •                           Pro-active attitude and willingness to constantly refine and enhance our products.
                                       •                           Evidence of extensive experience in stakeholder management.
                                       •                           Excellent verbal and written communication skills.

Education & Experience

                                       •                           Experience as a web application developer, preferably with a senior or lead role in a BAU team.
                                       •                           An agile mindset; knowledge and practical experience of working with agile methods such as kanban and scrum is expected.

To apply please send us your CV & cover letter by clicking apply now!

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