ISC IT Ops Manager (NOC & L2)

About us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

Due to continuous growth, we are looking for an exceptional M365 Services Lead to join our team.

You will be part of a talented team that demonstrate superb technical competency, delivering mission critical infrastructure and ensuring the highest levels of availability, performance, and security.

Goals:

The IT Ops Team will be an enabler for BlueAPACHE and its customers to do their job more effectively by leveraging from greater controls, awareness and tools. The role will have overall responsibility for leading both the NOC (Network Operations Centre) and ISC Level 2 team (Infrastructure Services Centre).

The goal of this role is to ensure the IT Ops Team can deliver its objectives under high quality and customer satisfaction. This includes ensuring the team have adequate experience, capability and skills and meeting technical excellence. The role requires the drive and dedication to continuously develop and improve the products and environment to compliment what is already in place for BlueAPACHE and its clients.

This role is a semi hands-on role requiring both people management and technical leadership / guidance skills

Requirements

• Management or Team Leader experience in managing a team of highly skilled engineers.
• Previous role with an IT&T System Integrator, Service Provider, or similar organisation.
• 4 Years IT experience working with servers, networks, security and other backend infrastructure.
• At least 2+ Years administering network monitoring software (e.g. Solarwinds, N-Able, BMC Portal/Patrol, SCOM etc).
• At least 2+ years administering RMM (Remote Management & Monitoring) software (e.g. N-Central, N-Able, Kaseya, ConnectWise).
• Strong knowledge of commercial backup solutions such as Veeam; Shadow Protect; Datto; Symantec and HP Simplicity.
• Industry experience working within the ITIL framework.
• Excellent scripting and automation skills (PowerShell, WMI, VB etc).
• Proven ability to create and document business processes and workflows.
• Strong documentation skills.
• Strong presentation and communication skills.
• Strong problem-solving skills.
• Able to communicate at all levels (technical to management).
• Strong customer service skills.
• Knowledge of the ITIL IT Service Management Framework.
• Analytical and problem-solving skills.
• Team orientated.

Responsibilities:

• Ensuring the IT Ops Team is staffed to satisfactory levels during all operational hours. We should always have enough staff to meet deliverables at the same time managing resource cost.
• Ensuring the IT Ops Team is skilled and experienced to handle all relevant requests. This includes highlighting skills and resource risks and proposing plans for remediation.
• Management of staff leave to ensure we are always adequately resourced and appropriate cover is provided (Including yourself).
• Ensure that employee backups and contingencies are in place to support our customers (We do not want to be in a situation where we rely on one individual for any important tasks/roles).
• Ensure the delivery of all contracted services to customers, including internal teams.
• Management and effective resolution of all Incidents, requests and problems within the team and meeting the agreed SLA’s.
• Ensuring all owned systems are documented and kept up to date.
• Ensure staff are provided clear goals, KPI's and OKRs to achieve.
• Ensure staff are happy, effective, and productive.
• Ensuring high availability of IT Ops management platforms and minimising outages.
• Development of process and procedures where required.
• Hold regular team meetings.
• As a point of contact for customers utilising BlueAPACHE’s IT Ops management tools and reporting.
• Tickets and service deliverables ownership and management.
• To look for ways to create efficiency in the delivery teams by identifying manual and complex tasks, which can be automated.
• Identify and implement scripting and automation opportunities with ISC and Services Leads (e.g. VBS, PS1, N-SQL, VB, WMI, Batch).
• Evaluation and selection of tasks that can be delegated from ISC Level 3 to IT Ops
• Providing recommendations and roadmaps presentations to internal stakeholders.
• Providing support to other internal service delivery teams when required.
• Providing weekly reports on team performance and other items to your manager.

Management of NOC team that is responsible for:

• 24 x 7 alert & event response and triage.
• After hours phone support for Infrastructure Service Centre.
• After hours infrastructure ticket resolution.
• After hours Backup issue resolution.

Management of ISC L2 team that is responsible for:

• Systems: Windows servers, M365, Azure, Citrix, VMware, Storage, SQL, Email security, security products
• Networks: Routing, switching, firewalls, DIA services, Premium fibre connections
• Backup: Ownership of Backup Services across empower Cloud customers and customer owned backup systems.
• Automation: Drive automation capability within ITOps

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to police clearance checks