Business Analyst-OPs Manager

Accenture; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A global consulting firm in Singapore is seeking an Ops Manager to oversee production support and operational activities. This role requires strong leadership and expertise in incident management. The ideal candidate will lead a cross-functional team, ensuring operational efficiency and adherence to SLAs. Responsibilities include managing incidents, providing technical guidance, and reporting to stakeholders. This opportunity emphasizes team leadership and collaboration with clients.

Qualifications

• Strong leadership to manage production incidents and operational activities.
• Experience in incident management with a focus on SLAs.
• Ability to mentor and coordinate cross-functional teams.

Responsibilities

• Oversee production incidents and ensure timely resolution.
• Lead a cross-functional team in providing on-call support.
• Prepare management reports on incident trends and issues.

Skills

Incident Management

Leadership

Stakeholder Management

Functional Expertise

Technical Guidance

Job description

Opportunity for Ops Manager to oversee production support and operational activities across multiple tracks. The ideal candidate will manage production incidents, drive operational enhancements, and ensure seamless collaboration between clients and internal teams. This role demands strong leadership, stakeholder management, and a commitment to operational efficiency while maintaining SLAs. Additionally, the candidate should possess strong functional expertise to guide the team in swiftly resolving issues and improving overall system performance.

Key Responsibilities:
Incident Management:
• Oversee production incidents and ops enhancements across multiple tracks, ensuring timely resolution with minimal business impact.
• Lead a cross-functional team (BA, Dev, Integration) to provide on-call support for P1/P2 incidents, ensuring regular user updates per SLA.
• Maintain daily engagement with users to provide updates on critical incidents; manage escalation effectively when needed.
• Provide functional and technical guidance to the team on ticket investigation, troubleshooting, and resolution.
• Contribute to system design improvements, offering insights into solutioning and architectural enhancements.
• Ensure strict adherence to SLAs for incident resolution and reporting.
• Plan and coordinate weekly deployments and patching to ensure smooth production operations and maintain system availability.
• Manage maintenance windows and downtimes in collaboration with clients and internal teams.
• Oversee the timely implementation of security fixes and certificate renewals as per SOP.

Team Leadership & Coordination:
• Lead weekly PMT reporting and quarterly PMC for Ops, providing transparency on progress and challenges.
• Prepare and present management reports on incident trends and critical issues to both internal and external stakeholders.
• Manage and mentor a team of Developers, Business Analysts, and Interns across various experience levels.
• Drive team development and engagement, fostering skill development and operational excellence.
• Engage with client leadership and key stakeholders, ensuring alignment on operational priorities

Primary Skill
Incident & Operations Management
Leadership & Stakeholder Management
Functional & Technical Expertise