DevOps Exam Processing Operational Team Lead

Full time / Permanent
Location: Cambridge
Salary: Competitive + generous contributory pension scheme USS; significant discount for BUPA Care yourself and family; 36 days annual leave; maternity/paternity childcare voucher schemes; performance related bonus; relocation package and many other extremely attractive benefits.

Cambridge Assessment requires an Operational Team Lead to work as part of the DevOps Exam Processing team within the Business Technology Services Enterprise Systems department. Reporting to the DevOps Portfolio Manager – Exam Processing, you will manage the delivery of operational support of software applications within the portfolio, including escalations from all customer staff below Director level.

Cambridge Assessment has a large portfolio of bespoke applications which support the delivery of Assessment to its customers. To the forefront in terms of support demand are those applications which deliver back end assessment/examination processing. These applications employ a number of technologies including Oracle, Java, Microsoft ASP .net, SQLserver, and MS Business Intelligence. Work will involve working with both internal and third party staff.

The job role will comprise a number of aspects including:

• Task, line and performance management of operational members of the DevOps Exam Processing internal team
• Management of some support calls, particularly escalated calls
• Participating in the Major Incident Manager out of hours on call rota
• Reporting up to the DevOps Portfolio Manager – Exam Processing as required
• Managing Exam Processing Problems and in particular expediting the progress of prioritised Problems through to resolution.
• High level management of the call queues to ensure effective delivery
• Ensuring quality of the call data that is used in KPIs to contribute to management reporting.

Extensive previous experience of operational support management will be required. In terms of behaviours, the following are required:

• Excellent communication skills and customer focus
• A track record of effective staff performance management
• Good intuition to optimise effective task management.
• Quick learning skills to become effective in the minimum time.
• A ‘can do’ approach and a responsible attitude ensuring that all actions taken on are in the hands of an appropriate person at all times
• A good understanding of database management systems and other software technologies in use.

The DevOps Operational Team Lead will escalate perceived issues where there is a risk of significant impact on Exam Processing support delivery/performance to the DevOps Portfolio Manager – Exam Processing.

It is a requirement that applicants are familiar with one or more Service Delivery Management tools and are knowledgeable about ITIL principles (especially those of Incident, Problem, Change and Release management). Certification to ITIL v3 Foundation certificate level as a minimum is highly desirable.

The post will be based at one of the main Cambridge Assessment offices, with the likely need for occasional (provided) travel between sites.

Benefits

• Generous contributory pension
• 28 days annual leave, plus bank holidays
• Annual performance related bonus and increases (discretionary)
• Enhanced maternity/paternity pay and childcare voucher scheme
• Employee discount and cash back scheme at 1,200 retailers
• Cycle scheme
• Subsidised canteens
• Corporate discounts on BUPACare, Gym memberships and car rental
• Support for professional qualifications

The closing date for receipt of applications is 28th March 2016 and interviews will be held on 4th April 2016

To find out more about this role please view the job description or to apply, please upload your covering letter and CV.

As part of your recruitment process, if you are selected as the successful candidate, you will be required to undergo a background screening. This will be carried out by our selected supplier, Credence Background Screening Limited.

To apply, please click on the 'Apply' button below.

Cambridge Assessment is an equal opportunities employer