Manager - Unified Support

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Essential Duties and Accountabilities

• People Management in one of the five 24x7 shift teams in the Unified Support - Service Operations - Manufacturing Vertical
  • Employee performance monitoring & appraisals
  • Identifying & organizing required training/coaching programs to continually improve and upkeep employee performance (PDPs, PIPs, etc.)
  • Initiating and implementing human resource management best practices as per company & industry standards/directives
  • Conducting regular team meetings to keep employees informed about organizational direction/strategy, business plans, organizational goals/objectives, and results, HR/welfare initiatives, etc.
  • Team administration duties such as,
    • Support the local administration team in coordinating shift transport
    • Shift attendance management
    • Support the local finance team in providing overtime/shift allowance reporting
    • Provision of reference information to support the HR team provided service letters
    • Facilitate staff welfare activities/events in conjunction with the Unified Support - Service Operations - Manufacturing Vertical leadership team
    • Ensure compliance with local/company regulatory and legal requirements
    • Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
  • Maintain a conducive work environment and preserve a collaborative culture in the team
  • Identify and handle employee requirements, concerns, grievances, and conflicts and address them proactively
  • Work together with the local leadership team to design and implement organizational strategy, policies, guidelines, etc. to ensure a stable, cost-effective, and viable operation
  • Support the headcount planning and hiring process for new employees with the Unified Support - Service Operations - Manufacturing Vertical leadership team
  • Execute the onboarding of new employees once they have been appointed

• Operational Management in one of the five 24x7 shift teams in the Unified Support - Service Operations - Manufacturing Vertical
  • Ensure the team members responsible for incident management, deployments, and service request fulfillment complete their duties
    • Queue management
    • Case acknowledgment and updates
    • Case resolutions
    • Escalations to stakeholder and resolver groups
    • Scheduling of cases
  • Ensure the team members perform all activities observing standard processes and within defined KPI/SLA/SLO
  • Support the problem management team in their duties
  • Improving processes and documentation to drive continuous improvement in the team's performance
  • Distribute, educate, and inform the team of the new/updated SOPs, etc.
  • Execute the shift handover process at the beginning and end of the team's shift
  • Ensure the right resources are available in the shift and work with management to address any shortfalls on a daily and long-term basis
  • Help the team members with prioritization decisions as they handle multiple Cases

Technical Skills:

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful, including:

• Microsoft Azure PaaS (e.g., App Services, SQL Database, Storage, Redis Cache, etc.)
• Oracle Database/Middleware, Web Servers, Proxies, Firewalls, Kubernetes
• Network architectures, especially related to Microsoft Azure (e.g., vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
• Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.

Alternatively, technical or functional knowledge of the IFS product suite is also considered similarly useful for this role.

Personal Abilities:

• Ability to work to deadlines and targets
• Ability to manage own time, and that of a team, efficiently and effectively
• Ability to work in the international, multi-discipline, cross-functional teams
• Flexibility to work to deadlines and needs of the role
• Ability to read and understand technical documentation written in English
• Ability to influence and guide others to deliver on the team aims
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Ability to steer and motivate a team of technical individuals, both remotely and when working on-site together
• Good communication and interpersonal skills
• Strong organizational skills and ability to multi-task
• A good team player with a can-do attitude

Required Education & Experience

Experience:

• Mandatory
  • At least 6 years experience in cloud computing services or enterprise IT service delivery or DevOps or product support, including a minimum of 2 years in a management or team leadership capacity
  • Demonstrated knowledge of cloud computing services or IT service management methodologies or product support best practices
  • Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
• Value Add
  • Experience in ITIL, ISO 20000, or a similar service delivery framework

Continuously expanding your operational and technical domain knowledge is a very important part of being a Manager - Unified Support

The role forms part of a 24x7x365 shift pattern

The role is nominally 37 hours a week, but extra hours may be needed to discharge all associated duties

• A University degree, or equivalent professional qualifications, in software/system engineering or IT operations is essential
• ITIL qualifications would be useful but are not mandatory
• Vendor-provided technical certification (CCNA, OCP, MCSA, etc.) would be useful though not mandatory

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.