Shire Jobs

Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. We're looking for a Data Operations Director to join our ever evolving Data Services Team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About The Team The Data Services team operates globally as an ensemble cast that supports the business, product, and technology stakeholders throughout the merchant business. This is a team sport where the collective knowledge of the team and organization are harnessed to create thoughtful end-to-end solutions in collaboration with senior leaders and stakeholders from across the company. What You'll Own Oversee all requests/incidents/tickets. Acting as a SPOC for any escalations and co-ordinate required response to critical issues raised Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to reduce overall ticket volumes. Should be able to effectively manage the support triaging process, collaborate with all the interface systems, drive towards the decision, etc. Able to effectively manage the escalation across the levels Develop and implement support strategies consistent with product/customer vision Able to define the SOPs, Support Handbooks, HOTO, etc. Effectively create, review the RCA artifacts for the high priority and critical support tickets. Collect and analyse feedback from internal and external stakeholders to address the pain points and have the stable product at any given point of time Produce and review support strategies around ITIL framework, derive the support plan in line with the defined strategy, define the team level goals to achieve the support function vision, etc. Work with senior management to create support plans and roadmaps for onboarding the multiple products under support function Understand the product usage, customer base, impact of production issues on various aspects, etc. Define the support metrices and work towards the same Skilled to define the industry standard support SLAs and drive towards the targets. Experience working with and delivering on strict SLAs Collect data from various sources, research and produce continuous actionable improvements Structure the required dashboards for support function and able to present the dashboard data to senior management and leadership teams Provide comprehensive ad-hoc and daily/weekly/monthly reports on Product Support tickets and bugs raised to all the stakeholders Prioritisation support backlog to ensure quality delivery on time and within budget while satisfying the needs of a variety of stakeholders Ability to articulate clearly and effectively on technical and functional issues to a wide range of stakeholders Works closely with Delivery Managers, Product Managers, Product Owners, Tech/Solution Architects, Design and Development teams to review and evaluate support issues and prioritise them What You Bring 15+ years of overall IT experience 5+ years of exposure as a Support Manager managing Application