IT Operations Manager - Enterprise Service Operations
Salary undisclosed
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About Us
At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About The Role
As an IT Operations Manager (Customer Service Lead) in Enterprise Service Operations (ESO), you will play a key role in delivering Level 1 support to ANZ Global business domains. You will be managing a large workforce who are engaged in delivering 24X7 support service and assist them with technical guidance and management support.
Enterprise Service Operations (ESO) oversees the delivery of consistent, protected and reliable bank services, including visibility of the health, flow and stability of the bank’s critical operations and services, 24/7. Our core purpose is to ensure ANZ is resilient and well-placed to respond to disruptions when they occur.
We operate within Group Technology and across the enterprise, to facilitate and lead ANZ’s unified Major Incident response, and maintain the bank’s overall state of readiness.
Key focus
Role Type: Permanent, Full-time
Role Location: MDC 100 Bldg, Eastwood, Libis, Quezon City
Work Hours: 24x7 Shifting Schedules
What will your day look like?
As an IT Operations Manager (Customer Service Lead), you will be responsible for, but not limited to:
To grow and be successful in this role, you will ideally bring the following:
So why join us?
ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.
We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.
We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ visit https://www.anz.com/careers/ . You can apply for this role by visiting ANZ Careers and searching for reference number 79854.
Posting will end on 7 Nov 2024
At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About The Role
As an IT Operations Manager (Customer Service Lead) in Enterprise Service Operations (ESO), you will play a key role in delivering Level 1 support to ANZ Global business domains. You will be managing a large workforce who are engaged in delivering 24X7 support service and assist them with technical guidance and management support.
Enterprise Service Operations (ESO) oversees the delivery of consistent, protected and reliable bank services, including visibility of the health, flow and stability of the bank’s critical operations and services, 24/7. Our core purpose is to ensure ANZ is resilient and well-placed to respond to disruptions when they occur.
We operate within Group Technology and across the enterprise, to facilitate and lead ANZ’s unified Major Incident response, and maintain the bank’s overall state of readiness.
Key focus
- IT Service Management – including
- Major Incident Management and Communications
- Event Management & Observability
- Disaster Recovery & Business Continuity, Crisis Management
- Change Management (Compliance and Red Team)
- Central Monitoring and Infrastructure Support for Domains
Role Type: Permanent, Full-time
Role Location: MDC 100 Bldg, Eastwood, Libis, Quezon City
Work Hours: 24x7 Shifting Schedules
What will your day look like?
As an IT Operations Manager (Customer Service Lead), you will be responsible for, but not limited to:
- Level 1 support team functions and structures, Systems and platforms, operational process requirements
- Creating a collaborative work environment that enables effective and efficient Squads.
- Collaborating with other teams to achieve continuous service improvement.
- Identifying opportunities to improve services offered and deliver the desired improvement.
- Ensuring customer needs and requirements are met within service level agreements.
- Evaluating and prioritising workloads to ensure the appropriate handling of core IT.
- Operational processes and their execution
- Providing personal development and performance reviews of team members.
- Recognising and developing top-talent and proactively manages under-performance.
- Working with Product Owners to understand and plan for workforce capability needs, current & future.
To grow and be successful in this role, you will ideally bring the following:
- Extensive hands-on experience in 24X7 service operations.
- Exposed to support functions pertaining to business applications and platform.
- Ability to manage operational risks.
- Excellent influencing skills at all levels.
- An effective communicator with exceptional relationship management skills and adept at leading global teams.
- Known for Getting Stuff Done – I effectively synthesise multiple sources of information and leverage a broad network of connections to relentlessly prioritise and execute.
- A team player – I know we only win if we all win. I recognise and value the different perspectives and skills my squad mates bring. It is not about being a hero but jumping in and contributing to the successful delivery of our mission.
- A collaboration champion – I champion collaboration and builds the expertise, capabilities and engagement of team members that are embedded across multiple squads.
- The customer’s greatest fan –I demonstrate a thirst for better understanding the customer, defines the problem and develop solutions through their eyes.
- Mainframe foundation knowledge
- ITIL foundation
- ServiceNow – Incident management module
So why join us?
ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.
We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.
We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ visit https://www.anz.com/careers/ . You can apply for this role by visiting ANZ Careers and searching for reference number 79854.
Posting will end on 7 Nov 2024
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