About us:
Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.
We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow".
Role summary:
The LES BUP Operation and Support Manager is a new role within the LES BUP software development department. They will implement and oversee a number of key functions to assist in the operation and support of the MELCloud platform to the key stakeholders. The LES BUP Operation and Support Manager should also ensure that processes are in place to meet business needs and ensure that all company policies procedures and legal requirements are adhered to within the defined timescales. This position is a stakeholder facing role and requires that expectations are established and managed within the business and the LES BUP software development team is driven to achieve those expectations to a high standard.
Skills/Responsibilities:
To be Successful in this role you will need to:
Operation and support:
Ensure all areas of our customer support business are providing the best service support to our stakeholders and customers
Ensure that all our back of house support processes and procedures are scalable and continually being reviewed, updated, and centralised to ensure we are operating at our most efficient way whilst continuing to develop in a customer centric manner
Ensure that the stakeholders have a plan in place to support software platforms
Work closely with the lead architect and the managed service provider to optimise platform operating cost
Improve security and compliance
Resolve system and applications issues as well as critical bugs in a timely manner
Ensure that the uptime target for all software platform is as low as possible and similar or better than competitors solutions
Maintain high performing service support functions related to the MELCloud platforms (B2B, B2C, Internal tools etc)
Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensure service impact is minimised and agreed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Monitor, control and support the full SIM internet of things estate
Team, stakeholders and vendors:
Managing client relationships
Work closely with the product owners
Drive internal and third party service review meetings covering performance, service improvements, quality and processes
Make recommendations for Service Improvements and ensure actions are followed through to completion in a timely manner
Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
Communication & Working Relationships:
Working with key stakeholders to ensure successful service delivery
Vendor management to ensure successful service delivery
Identifying gaps in the support process and amending it accordingly
Manage social network services and liaise with Product owners when required
Compliance, legal, regulation and security:
Processes, Agile, budget and reporting:
In return for your commitment, we will offer you some fantastic benefits:
About Us:
We, the Mitsubishi Electric Group, will contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity, as a leader in the manufacture and sales of electric and electronic equipment used in Energy and Electric Systems, Industrial Automation, Information and Communication Systems, Electronic Devices, and Home Appliances.
Equality and Diversity:
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development.