Purpose As Technical Operations Manager you will be responsible for the operational stability of the application globally. You will be the go-to person for anything related to the application in the production environment. You will work closely with the (advanced) technical solutions team, the cloud/data centre teams and the development team.
You will also be responsible for establishing and maintaining the relationship with our 3rd party vendors and handle project management of the larger integration development projects.
Internal Communication:
Technical Solution Team, Advanced Technical Support, Director Consulting Services, Director Development, Global and Regional Support Management, Managing Director, Development Team, Data Centre / Cloud Teams, Legal
External Communication:
Clients of Infor EzRMS, 3rd Party Vendors of PMS/Rate Shoppers/CRS/CM
Main Duties:
Fully responsible for tracking, getting priorities and following up on issues related to the production environment, working closely with relevant teams
Coordinate infrastructure (includes data centre and application updates) changes with all teams involved from start to end and be responsible for proper communication to all internal stakeholders
Ensure internal stakeholders understand the root cause of issues related to application performance, outages, late hotels and measures taken to prevent same outages in the future
Develop action plan to resolve issues, work with data centre, cloud and development teams to get issues resolved
Minimize application outages and late hotels
Ensure proactive sizing plan is in place and is acted upon
Ensure proactive monitoring of application and infrastructure availability
Provide SLA metrics
Coordinate with 3rd party vendors from first contact to certified integration
Development project management for key integrations
Coordinate with various teams such as Support, Advanced Technical Solutions, Technical Solutions, Development, etc. to ensure quick resolution to issues
Define and improve processes
Ensure processes are respected
Organize and coordinate internal meetings & calls
Provide regular status updates on owned projects
Develop and maintain an advanced knowledge of system architecture, data centre topology and interfaces
Ensure familiarity with and adherence to company standards and guidelines
Perform other duties that management may from time to time reasonably require
Role Specifications:
• Bachelor Degree in (Technical) Computer Science
• HTNG membership
Experience:
• Coordination of a team of 6+ people
• Several years of experience of hospitality software and its customers
• Several years of experience with PMS and RMS integration flow
• Proven coordination of multiple teams to reach a common goal
Skills:
• Great communication and organisational skills
• Problem-solving, reasoning, and analytical skills
• coordination of multiple teams to reach a common goal
• Flexible and adaptable to multi-cultural environments, diplomatic
• Excellent written and verbal English skills
