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Operations Manager

Melbourne

Join Australia's #1 IT services provider, accredited Microsoft Azure Expert MSP and access an enviable client base.

  • Melbourne CBD
  • Agile and Azure DevOps
  • ITIL practices and standards
Why EMPIRED?

Established in 1999, we are a strong all-of-ICT services company with a deep heritage in value-creating IT Managed Service, created by bringing together local, talented, client-focused applications and infrastructure companies.
With offices in major cities across Australia and New Zealand, as well as having a Seattle-based team close to the Microsoft mothership in Redmond, we strive to be the best regional ICT Service provider of choice for our clients and partners.
We offer the collective expertise of a team of more than 1,000 people (100 located in Melbourne) while ensuring we don’t lose the local difference and agility that our client’s value. We take a forward-thinking approach to understanding our clients’ needs and leverage our Trans-Tasman footprint to deliver local value wherever our clients need it.

Location – Melbourne CBD
WFH – Preferred onsite.

Key Skills/Deliverables
Application Support Management
Agile and DevOps Delivery methodology
ITIL practices and standards
Azure DevOps maintenance

What you will be doing:
The Operations Manager is responsible for the operational aspects of delivering application support to a major Empired client. You will lead and manage a team of highly skilled people in delivery of the services. Working in conjunction with the Service Delivery Manager you will be responsible for the ongoing delivery, optimisation, stability, and continuity of the managed service as per the agreed Service Level Agreement (SLA) and Statement of Work.

• Accountable for Tactical and Operational delivery of the managed service;
• Escalation for operational issues;
• Performance reporting;
• Reporting progress to relevant parties;
• Manage teams to achieve agreed SLA;
• Identifying risks and driving activities to mitigate those risks;
• Identifying continual service improvement opportunities;
• Service Level Management - Monitoring of performance against agreed SLAs;
• Communicating and leading at all levels, and fostering an environment that encourages and recognises success, close collaboration with other teams
•Ensuring effective monitoring, control and support of service delivery within a Dev Ops environment
•Mitigating and solving escalations with urgency and determination.
•Deliver innovation and CSI
•Ensure we deliver efficiencies through, automation, toolsets, leveraged teams.
• Provide day to day leadership to the delivery team(s);
• Coordinating corrective action to improve service levels;
• Management of small enhancements delivery;

What you'll need to be successful:
• Demonstrated experience working in as a lead in IT Support.
• Hands on technical experience personally providing application support and performing application support tasks.
• Strong troubleshooting skills.
• Experience supporting online Support systems.
• Good ability to prioritise and multi task
• Demonstrated experience proving business to business and business to customer support services.
• Good experience a wide range of applications including Sitecore, MS Dynamics,
• Understanding of 'n-tier' architectures, strategies, standards and solutions.
• Demonstrated understanding of Application Management practices and standards.
• Demonstrated understanding of ITIL practices and standards.

Apply now or call Steve on 0456 444 094 for a confidential discussion.
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