IT Service & Operations Manager New London, Agile

Enstar Group
Responsible for overseeing the day-to-day operations of the IT operations functions including Cloud infrastructure operations and disaster recovery. Management of outsourced service provider activities including IT service levels, audit, compliance, IT controls and disaster recovery activities.

What you will be doing:

Operations Management

• Act as initial point of contact and escalation for Cloud infrastructure operations.
• Ensure all requests and escalations from users for service support and system changes are handled promptly and effectively monitor the key performance indicators and SLAs.
• Review and develop procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the Cloud infrastructure.
• Ensure that robust availability monitoring and capacity planning procedures are in place to ensure the resilience of operational services.
• Work with the wider IT team and managed service provider on the delivery of IT projects and cyber security remediation activities.
• Attend service reviews and carry out performance report reviews.
• Assist with maturing IT service management principles including governance, policies, processes, procedures, and standards.
• Identify opportunities for optimisation, automation, and process improvements.
• Assist with implementation of cloud automation and optimisation initiatives.
• Act as key member of CAB and review / approve CRs as required.
• Act as escalation point for IT operations issues and major incidents.
• Ensure incidents and service requests are managed to resolution.
• Assist in the planning and implementation of the infrastructure architecture including design, migration,
• integration and installation.

Disaster Recovery

• Act as primary point of contact and escalation for DR activities including out of hours DR testing.
• Maintain the global IT Service Continuity and Disaster Recovery (ITSC/DR) framework, including governance, plans, policies, processes, procedures, standards and strategies.
• Work with MSP and oversee planning and testing of IT DR / backup plans and co-ordinate testing activities with business users.
• Validate DR testing activities and results, sign off and communicate to senior business representatives.
• Maintain DR testing tracker and report on status on a weekly basis.
• Identify gaps in existing DR capabilities including plans, processes and other related documentation and develop remediation plans.
• Lead on IT DR tabletop exercises setting scenarios and ensure lessons learned are captured and addressed.
• Work with risk and other business functions to review business impact analysis (BIA) to assess and document IT recovery capabilities and identify any gaps including ability to meet required RPOs and RTOs.
• Work with MSP to develop DR/backup strategy and identify opportunities to automate DR test scenarios.
• Work with MSP to ensure daily backups and regular restore tests are carried out, reported and remediated.
• Capture and document associated third party vendor contracts and SLA’s that underpin ITSC/DR plans.
• Ensure a central repository IT DR documentation is maintained and shared with key stakeholders.
• Due to the nature of the Disaster Recovery testing it will require an amount of weekend availability.

Audit and Compliance

• Ensure monthly / quarterly / annual IT control activities are carried out with associated evidence in a timely manner and carry out attestations.
• Carry out annual SOC report reviews and implement / update existing IT controls to manage any identified exceptions.
• Report on IT operational risks and controls ensuring remediation / mitigation plans are tracked.

Security and Data Protection

• Responsible for data and system recovery processes including backups and data replication.
• Oversee Disaster Recovery planning, processes, procedures, testing and execution.
• Ensure access control is implemented and maintained to ensure infrastructure is secure.
• Work with security team and service providers to ensure security vulnerabilities are managed and remediated.
• Work with MSP to ensure SOWs and SLAs are carried out to agreed performance targets and outcomes.
• Carry out supplier management activities including regular monthly service review meetings.
• Act as SME during any IT service onboarding activities for business acquisitions or new suppliers.
• Work with MSP to prepare service delivery reviews to senior management.
• Assist with developing RFIs and RFPs and evaluating selection criteria.
• Ensure that service levels for services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the suppliers are minimised.
• Responsible for developing and maintaining supplier service management plans.
• Assist with cloud license and software management.
• Raise purchase orders, reconcile and approve IT operations invoices and track against budget.
• Analyse cloud consumption and work with wider IT team to ensure cloud cost optimisation.

General

• In addition to the above key responsibilities, you may be required to undertake other duties from time to time as the Company may reasonably require.
• Due to the geographically dispersed nature of the company and IT teams it may require a degree of out of hours working including attending team meetings and interactive with other IT Operations team members.

What you will bring:

• ITIL qualified or relevant experience.
• Strong and broad understanding of IT methodologies, frameworks and best practices.
• A strong understanding of operational risk and risk-related control frameworks and practices such (COCO, COSO, ISO, ITIL, CMM, COBIT, etc.)
• Good technical background in a range of infrastructure technologies, specifically within a virtualized and standardised environment.
• Experience working in a regulated environment.
• Experience working with infrastructure technologies within a centrally managed cloud environment.
• Experience of IT Disaster Recovery planning and testing.
• Experience in IT service management principles.
• Experience in managing 3rd party suppliers and adherence to SLAs.
• Experience in developing and maintaining monthly service reports.
• Experience in developing and maintaining IT service metrics.
• Experience in managing relationship with internal / external customers.
• Experience working with Managed Service Providers.
• Experience in writing / reviewing SoWs.
• Experience working with ITSM tools such as ServiceNOW.
• Experience managing public cloud infrastructure such as AWS and MS Azure.
• Understanding of project management methodologies.
• Excellent organizational skills.
• Ability to lead and work in a geographically dispersed virtual team environment.
• Demonstrated ability to work on multiple activities simultaneously, and work to deadlines.
• Excellent written and verbal communication and interpersonal skills.
• Excellent stakeholder management skills and management of expectations.
• Strong and broad understanding of IT methodologies, frameworks and best practices.
• Proven experience in dealing/working with 3rd party suppliers.
• Pension (Enrolment is automatic on joining with a 10% employer contribution)
• Dental Insurance (This is an optional taxable benefit available to employee, spouse, and dependents)
• Medical Insurance (This is an optional taxable benefit available to employee, spouse, and dependents through a private health network)
• Travel Insurance (As an employee you are automatically enrolled with business and leisure travel insurance with single, couple, family, or single parent family coverage options.)
• Eligible company funded annual 360 Health Assessment.
• Voucher for free annual eye examination.
• Option to loan a bicycle and safety equipment tax free.
• Wellness Reimbursement program (up to 700 pounds annual reimbursement for wellness related expenses, i.e, gym memberships, massage, etc.).
• Tusker – Electric Vehicle (A fixed monthly amount is taken directly from your gross salary and, in return, you get the use of a brand new electric car.).
• Optional Critical Illness coverage

Who we are:

Enstar Group Limited (“Enstar” or “EGL”) is a leading global insurance group and the world’s largest standalone consolidator of legacy reinsurance business.

Through our network of group companies, we help others – principally other insurance companies – release capital by taking over liability portfolios which no longer make strategic sense for them to hold. We create value by better managing these legacy insurance portfolios and strive to generate attractive risk-adjusted returns from our investment portfolio.

Enstar’s innovative re/insurance solutions help our partners to reduce risk, release capital, dispose of non-core businesses and portfolios, achieve finality and manage claims volatility. In return, Enstar drives earnings through savings arising from our technical excellence and from investment earnings on the reserves we hold.

With around 800 global employees, our network of group companies is positioned across the world’s major insurance hubs and has significant presence in Bermuda, where our headquarters are located, the United States, the United Kingdom . click apply for full job details