The Duty Manager will be responsible for the smooth running of the Command & Control Centre shift team ensuring correct coverage is in place to support the needs of IT and the business.

• Perform management of the Front Office, Back Office and other technical teams within the C&CC while on shift
• Support the Major Incident Managers in the management of high priority Incidents and orchestrate internal/external escalations as required
• Perform line manager duties for the shift team
• Deputize for Command & Control Centre Manager where required
• Ensure all Major Incidents are acted upon within required timeframes and service is restored within SLA’s, highlighting any service breaches and opportunities to improve to ensure improvement takes place to mitigate future similar outcomes
• Ensure all Incidents are logged within agreed timeframes to the correct teams and the Incidents contain all the information required so that support groups can trigger restoration activities efficiently
• Ensure all necessary changes and standard changes are logged for any preventative activity that takes place on shift
• Act as the first point of escalation for senior IT stakeholders and staff within the C&CC
• Accountable for the C&CC teams while on shift
• Ensure escalations from the rest of Adecco IT Production, other internal staff and customers are dealt with appropriately
• Perform a lead role in the development of the C&CC service/processes to improve the user experience of Adecco IT
• Within the C&CC working together with the C&CC Manager, Major Incident Managers, C&CC staff and the representatives of Network UCC and Security regarding overall delivery of the C&CC
• Hosting the global DSR (Daily Service Review)
• Responsible for seamless handover between shifts

• Experience of operating as an Duty Manager in a mutli-disciplined service management team (ideally from within a NOC/SOC environment)
• Experience of running a multi-skilled function with people management via both direct reporting and matrix management
• Knowledge of hybrid cloud, network, virtualization, compute, database and storage technologies.
• Solid experience of ServiceNow
• Proficient in the use of an array of monitoring tools
• Good understanding of current and emerging technologies and how these are applied in complex multi-vendor environments.
• Minimum 3-5 years Command & Control Centre/NOC Management experience

Education

• University degree preferably in a technical subject or any comparable education
• ITIL v4 Certification

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers, we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 29-04-2024