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Operations Manager (Azure Data Centres) - Msp

Sharp People - Melbourne, VIC

Source: uWorkin


Under the general direction of the Head of Technical Services the Operations Manager is a technical expert in the following technical areas:

- Compute (Azure Cloud and on-premise data center)

- Storage

- Virtualization

- Backup and Restore

- Security and Network

You will ensure my client’s Managed Services are compliant with all operational and ITSM processes in the daily execution of their responsibilities. The main purpose of this position is to provide your technical and leadership expertise to the operations teams to design and run a first-class service for all the technologies embedded in your area of expertise.

The scope of responsibility will span multiple technology domains ranging from on-premises, IaaS in the data centers, and Azure cloud services. The role will require the management of team members located in multiple locations in Australia and India.


  • Manage the delivery of operational services for customer environments hosted in Azure and on-premises data centers.
  • Manage team resourcing and availability for the operational teams spanning Australia and India.
  • Develop standard operating procedures to ensure the smooth daily function of the team.
  • Contribute to IT Service Management process execution for their respective role (e.g. impact assessment in the change management process, support for an incident resolution…).
  • Ensure Customer SLA’s and contractual deliverables are met for services rendered.
  • Support the transition to operations process for any new products or services delivered through operations Windows 2012/2016/2019

Technical Experience:

  • Including Active Directory, DNS, DHCP, Group Policy
  • Azure Cloud Management
  • Data Center Management
  • Understanding of ITIL framework
  • Team Management
  • SLA Management
  • Contracts Management
  • Vendor Management

Service customers:

Working to support Australian-based customer support organisation to engage with customers by digital channels to address incidents and service requests, and process them in line with current service levels and current Company policies and procedures. Australian working hours would be 8:30am till 5pm (UTC +10)

Be accurate:

Maintain accurate records of work completed, proactive infrastructure monitoring with Opmanager by ManageEngine and other alerting mechanisms which include a wide variety of systems including LAN/WAN, network equipment, servers, storage, OS and core applications, changes made, customer interactions in line with data protection laws and Company policies, and on the systems designated by the Company.


Adhere to current Company Service Management policies, processes, and procedures (e.g. ticket handling policy, incident management, request fulfillment, and problem management).

Professional development:

Maintain and develop your customer skills, technical skills, and knowledge of the current Company process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.

Continuous Improvement


  • Continuous feedback and tuning of monitoring systems
  • Feedback to improve existing knowledge management, suggest requirements or content for new knowledge management and if directed by line management, create new knowledge management articles
  • Suggestions to improve policies, processes, procedures, and operations
  • Support to continuous improvement through active participation
  • Notify multiple resolver teams of service affecting incidents in a 24 x 7 environment.

Work Management:

Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, engage/approach your line manager/management when you are under and over utilised.

Be part of the team:

Work in a manner that embraces the Company culture and values, and participate where possible in Service Centre team activities


Meet operational targets:

Meet productivity and quality performance standards for customer experience, compliance, and operational excellence set from time to time by line management, for example, utilisation, attendance, and workload. Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager.

*This is a great role, but we are only taking applicants in Australia with the right to work