Systems Operations Lead

Belong’s mission is to deliver inspired, effortless, human connection. We started in 2013 with the purpose of providing Australians with great value ADSL and nbnTM network services, and in 2017, we extended the offer to mobile plans. We’re just over a hundred people on one floor in Melbourne Docklands. It’s a start-up feel, with corporate backing. We’re full of customer-loving, product-shaping, market-creating and technology-building people; passionate about getting things right for our customers. We have a bias for people with mix of skills and willingness to wear multiple hats. There’s no room for heroes or egos. We are one team.

To support our rapid growth, improve our speed to market, deliver data-driven, automated and customer centric digital experiences we are renewing all our platforms from the ground up.  We’ve set up cross-functional agile teams covering our all our systems.

 

We are looking for someone who

·        Challenges the norm.

·        Approaches solutions with an open mind and is Human Centric Design driven

·        Communicates. The good, the bad and the ugly.  Always give it and receive it with the best intent of getting the right outcome for our customers, employees & partners.

·        Never walks past a problem – be it a code error, a fire hazard or a messy kitchen – raise it, fix it, own it, and encourage your colleagues to do the same.

 

 

What will be your purpose?

We are seeking a talented individual to fill the System Operations Lead (SOL) role to ensure and maintain system operations reliability, resilience and transparency for Belong. Reporting to the Chief Digital Officer, the SOL leads technology operations across all services and platforms and must act as a knowledgeable facilitator and make sure that people can get at the information they need, when they need it, in a manner that is easy, appropriate and secure.

The SOL must set the guidelines in which good work can happen, empowering a distributed workforce aligned to DevOps principles, allowing teams to do as much for themselves as they can and want to do, including incident management, operational cost management, service improvement, and security monitoring.

 

You must be Melbourne based, or willing to relocate.

 

Key Accountabilities

Descriptors

Enable Strategy

•        Set the strategy for a modern system operations function, including approaches to leverage automation, predictive analytics and machine learning

•        Collaborate with the Engineering team to define Belong’s DevOps capabilities and approach

•        Empower distributed technology development aligned to the DevOps practices

•        Design creative approaches to manage impacts of automation to the systems operations workforce including role rotation and skills uplift

•        Develop and measure the right strategic metrics to lead, learn and improve continually

Enable Team

•        Enable the creation of a collaborative DevOps culture at Belong

•        Set realistic budgetary expectations and monitor accordingly

•        Ensure IT operations transparency, with a focus on data driven decisions, vendor compliance, and partner compliance (including Telstra)

•        Enable the System Operations and Engineering teams with automation capabilities

•        Lead and improve Service Management capabilities including Incident, Problem, Environment and Change Management aligning with an Agile delivery approach

•        Adopt a Site Reliability Engineering approach to operations to optimise production resilience, manage scale, and enable opportunity for System Operations team members

•        Define the standards required for operational resilience and reliability including logging standards, operational analytics standards, alerting, tooling, and production readiness

•        Prepare and own disaster recovery and business continuity planning

•        Modernise legacy assets to maximise observability (outages, message tracing), improve processes/relationships, improve performance whilst enabling best practice on the future stack with a clear system decommissioning plan

•        Prepare for and achieve leading practice incident management, including simulations, blameless post-mortems etc

Leadership and Coaching

•        Be a Servant Leader

•        Build high performing team, with a focus on creativity and innovation

•        Lead by example and do fair share of workload

•        Be an Agile coach

•        Focus, educate and develop team

•        Continuously improve process and performance

 

 

What will you bring?

·        10+ years of working in technology roles across both modern infrastructure and development practices

·        Strong delivery background with at least 5 years of senior project or program delivery roles, with specific experience delivering online and mobile products and services preferred

·        Experience in running or executing a support function for customer facing products and services

·        Experience in large organisations with large IT teams are preferred

·        Strong understanding and experience in Agile delivery methodologies and toolsets with minimum 3+ years of working in projects applying Agile techniques

·        Exceptional enterprise coaching skills

·        Development of technology strategies and processes for modern operations functions

·        Strong track record of implementing major technology initiatives

·        Strong experience in implementation of Agile development methodologies and supporting toolsets

·        Experience or exposure to ITIL service management frameworks

·        Strong Leadership skills and ability to motivate personnel in own team and across the organisation

·      Exceptional consultative skills that enable a continuous improvement mindset

·      Strong facilitation skills to achieve business outcomes

·      Relevant Tertiary qualifications & technical certifications (including Agile, ITIL and Cloud)

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

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