IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

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 accept that there are so many different perspectives in this world. 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.

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

Key Duties

• People Management
  • 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, 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 Cloud operations 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 Cloud operations leadership team
  • Execute the onboarding of new employees once they have been appointed
• Operational Management in the Shift
  • Ensure the shift team responsible for Event Management, Incident Management, Deployments, and Service Request Management fulfills their duties
    • Queue management
    • Case acknowledgment and updates
    • Case resolutions
    • Escalations to stakeholder and resolver groups
    • Scheduling of cases
  • Ensure the shift team performs 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 performance
  • Distribute, educate, and inform the shift 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 shift 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
• Network architectures, especially related to Microsoft Azure (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS)
• Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, and others)
• Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment.

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 communications and interpersonal skills
• Strong organizational skills and ability to multi-task
• A good team player with a can-do attitude

Working Environment

• 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
• The role includes remote working as part of its role
   

Note: This role profile serves to provide objective criteria for selecting a candidate who best fits the requirements.  This document summarizes the main duties and responsibilities of the role and is not intended as an exhaustive list.

Experience

• Mandatory
  • At least 4 years of experience in cloud computing services or enterprise IT service delivery or DevOps, including a minimum of 2 years in a management capacity
  • Demonstrated knowledge of cloud computing services or IT service management methodologies and best practices
  • Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool
• A formal qualification (a bachelor's degree or equivalent) in Computer Science/Information Technology is mandatory
• ITIL qualifications would be useful but are not mandatory
• Scrum master or PRINCE2/PMP certification would be useful though not mandatory
• Vendor provided technical certification (CCNA, OCP, MCSA, etc.) would be useful though not mandatory

• Value Add
  • Experience in ITIL, ISO 20000, or a similar service delivery framework
  • Experience in the provision of cloud computing services or IT service delivery

Interviews and selections are being made continuously. If you are interested, apply as soon as possible. 

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.

IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.