IT Tech Ops Manager
WHAT YOU'LL DO
As the IT Tech Ops Manager, on BCG’s IT Business Systems team you will have the responsibility for functional & technical support of BCG's enterprise platforms. You will work with a team of internal technical resources, as well as a cross-functional team consisting of Project Managers, Developers, and others to provide high quality application support- in which you will respond to and meet the business needs of the entire BCG organization. You will be expected to participate in hands-on functional enhancements activities as well as providing guidance and oversight of functional/technical activities to successfully execute projects related to BCG’s enterprise platforms Additionally, you will work to provide support to a sub-set of the applications ranging from enhancement requests, day to day operational activities, & working with Developers to advocate and support end user requirements.
YOU'RE GOOD AT
As the IT Tech Ops Manager, you will be tasked with working in a global environment with stakeholders, team members, and customers located throughout the world. As such you should have a go-getter attitude and be willing to work in a fast-paced environment. Successful IT Ops Managers have demonstrated a keen understanding of what our user base wants and is able to deliver on those actions with high quality results.
Work closely with software vendors in the planning and design of application changes (including upgrades) and coordinating on delivery and deployment processes.
Work together with Product Owners and chapter leads to define and create enterprise platforms roadmap.
Drive business and stakeholder reviews on periodic basis.
Stay abreast of functional & development tools, trends and practices, and act as an evangelist for items that should be considered for future initiatives
Develop partnerships with key business stakeholders in order to understand business needs.
Respond to security access requests for the different systems under Ops services
Actively monitor and resolve user support issues with defined SLA’s, working closely with the counterparts on complex functional or local issues
Assist in answering end user procedural and system questions
Manage application configurations and/or administrative setup configurations in the application as required
Understand the data model and become proficient in developing standard and ad-hoc reporting for the end users
Create clear and comprehensive specifications for application modifications and new functionality additions
Develop and execute comprehensive test plans to ensure the quality of applications prior to deployment
Work with PO’s and members of the Tech / Development systems (Business intelligence, Mobile & Paas and Local solutions and IT teams to research complex issues when required
Work with stakeholders to prioritize, document, and test enhancements to existing systems
Mentor team members to provide support and guidance for complex topics
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Bachelor’s Degree with 14+ years of experience in a technical support and/or software development role.
Experience supporting large corporate applications and systems. Experience in managing the enterprise platforms highly preferred: Specifically, with Jira, Service Now, confluence etc.
Strong communication skills and ability to work closely with users and provide a high level of customer service in a friendly, professional manner
Able to generate strong reports based on raw data (Strong Excel & PowerPoint Experience).
Expertise in testing tools and methodologies
Ability to develop an expertise of system functionality in order to serve as a subject matter expert for multiple applications within the team
Prior experience in conducting live training sessions and troubleshooting with users and stakeholders. Ability to detect, triage, and resolve incidents in a timely manner with high customer satisfaction
Experience in a Global environment preferred. As a heavily matrixed organization you will need to manage and can have the ability to work with co-located teams, management, and stakeholders.
Solid project leadership skills with global systems development projects
Should have experience on Service Now Ticketing Platform.
ITIL foundation / Intermediate / Expert certification.
Global team management experience in running technical / functional support organizations background
Proficiency in defining, negotiating and reporting on business aligned support/ managed service levels and KPIs
Strong experience on metrics / KPI reporting, proactive operations management (performance monitoring solutions).
Needs to be from a technical operations background in with fair understanding of BI tools (Tableau / Alteryx) and Mobile & Paas support operations.
Must have run enterprise technical operations teams
Problem solving, analytical skills and decision makingAbility to apply advanced problem solving skills to new topicsAbility to foresee problems and address proactivelyAbility to communicate and frame highly complex problems and recommended solutionsUnderstands impact of problems/solutions on big pictureActively monitors and resolves issues
Communication, interpersonal and teaming skills Engages audience; projects self-assurance; strong presenceWorks positively and collaboratively with others and in teams; manages conflict appropriatelyActively listens to othersManages conversations and meetings effectively; drives to decisionsAdapts to different audiencesBuilds strong and lasting relationshipsUses concise and effective written communication (documentation, emails, etc.) Demonstrates facilitation skills
Work management, organization and planningAbility to plan and manage projects or multiple work streams within a large projectTakes initiative and prioritizes work independentlyAbility to manage work of team members, vendorsEngages customers proactively
LeadershipCreates positive and productive work environment and values contribution of othersBalances control and delegation Motivates team/staff to work independently and deliver to the highest standards
YOU'LL WORK WITH
You will be working with a globally co-located team with colleagues based around the world. Since you will be based out our New Delhi office you will have the added benefit of being located where a lot of the “action happens” with key stakeholders & leadership on site. Occasional travel to worldwide BCG offices will be required.
YOU'LL BE TRAVELLING
WHO WE ARE
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.