• Job Description

  Req#: 220415
  !*!

  Customer Technology Operations Manager

  Luton/Hybrid

  Job Purpose

  The role is responsible for the key technical Run activities of easyJet’s Customer technology to ensure they remain stable, performant, safe and fit for purpose.

  What You’ll Be Doing

  · Run and manage our commercial support teams (CRM, Airport, Inflight Retail and Contact Centres) to provide technical in and out of hours support .

  · Ensure the teams manage and triage service desk tickets + incidents within SLAs

  · Manage the capacity, performance and resiliency of our systems

  · Ensure sufficient monitoring/logging is in place for our key systems

  · Ensure our key Customer systems remain stable and experience minimal downtime.

  · Identify and resolve/triage defects in production. If triaged provide enough support and detail to the other team to allow a fix to be provided in a timely manner.

  · Technically support/lead releases to the commercial platform

  · Technically support service delivery activities (eg Disaster recovery tests , emergency run book creation)

  · Manage key suppliers to ensure system stability.

  · Technically support infosec , triage issues and work with relevant teams to provide solutions

  · Work with the development +infrastructure teams and the architects to ensure solutions are built in a way that is supportable + stable

  · Technical Design: TDA/SGB participation as required

  · Resource utilisation, estimation and planning to meet the technical delivery portfolio demand to agreed timelines.

  !*!

  Key Skills Required

  · Technical understanding of performance and capacity management

  · Experience in managing a development/support team to deliver quality solutions, working collaboratively with multidisciplinary teams in a rapidly changing environment.

  · Experienced in working with third party organisations and off-shore development teams.

  · Excellent vendor management and supplier relationship skills, including monitoring of deliverables to contractual terms.

  · Strong stakeholder management skills with other teams in IT and business sponsors.

  · Understanding of operational procedures and process standards (e.g. ITIL) and the ability to apply and evaluate them for continuous improvements in the service.

  · Familiar with SDLC models, a broad range of delivery methods (Agile and Waterfall) and successfully driving improvements in this area.

  · Experience working in a continuous delivery environment and embracing a DevOps culture.

  What You’ll Get in Return

  · Competitive base salary

  · Up to 20% bonus

  · 25 days holiday

  · BAYE, SAYE & Performance share schemes

  · 7% pension

  · Life Insurance

  · Work Away Scheme

  · Flexible benefits package

  · Excellent staff travel benefits

  ABOUT EASYJET

  
  At easyJet our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service.
  
  It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.

  APPLY

  Complete your application on our careers site.
  
  We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates

• About the company

  EasyJet plc is a British multinational low-cost airline group headquartered at London Luton Airport.

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