Head of Digital Operations Centre

Location: Leeds, United Kingdom

The Role

Crisp is looking for a passionate Head of Digital Operations to join our growing team of experts. At Crisp we fully embraced a cloud approach to our own SAAS platform. This role will head up our Digital Operations Centre which is responsible for the proactive day-to-day monitoring and running of Crisp’s proprietary platform instances, which includes managing our 24/7 digital operations team.

The ‘What’

The role of the Head of Digital Operations is new to our business so it’s a great opportunity for someone that wants to take ownership and responsibility for the growing area.

You will be responsible for the design and implementation of our runbook/ strategy for Crisp’s Cloud hosted platforms, including our approach to 24x7 monitoring, reporting and delivery support.

Implementation and maintenance of a 24/7 office-based shift operation including escalation, communication and service restoration processes and procedures will be your day to day responsibility.

Working with your team, you will develop a range of measures to proactively monitor our platforms to ensure continuous and robust platform operations and adherence to predefined platform uptime SLAs. These measures would, for example, consider:

o Overall platform health

o API quota usage

o Platform error curation

o Anomaly detection

Developing and maintaining release and update processes, you will ensure monitoring, runbooks and release procedures are kept up to date. Regular platform resiliency testing will be your priority in order to ensure maximum platform uptime in the event of a loss of a data center availability zone or nodes in the cluster.

Managing the risk register for the Digital Operations Centre will include:

o Monitoring gaps and improvements, and formally reviewing these on at least a quarterly basis with the wider Digital Delivery team

o Following-up of agreed risk mitigation and incident actions, ensuring that they are successfully implemented, and the risk assessment adjusted accordingly

Documenting and implementing the business’ Incident Response Plan, which will include root cause investigation and adoption of any appropriate mitigating actions will be one of your first projects. Following the implementation, you and your team will ensure that the plan is regularly tested, reviewed and updated as appropriate.

You will be responsible for managing a team. This will include developing their capabilities, measuring their effectiveness and implementing a set of KPI’s to monitor performance.

Requirements

In order to be successful in this role you will need:

● Experience managing an office based 24/7 Operations team

● Experience managing complex proprietary software

● Be proficient in SQL

● Experience implementing monitoring software, such as Zabbix or Nagios

● Experience of REST APIs for monitoring purposes

● Ability to write and maintain monitoring scripts

● Experience of working in a cloud technology environment, ideally Google Cloud

● Able to manage incidents with a calm and confident approach

Key Personal Characteristic

● Great Communication (written, spoken, listening, presentations)

● Self-management / Organisational Skills

● Negotiation and Persuasion skills

● Problem Solving / Creativity

● Relationship Building skills

● Strategic Planning

● Technology Proponent

● Research and Analytical Skills

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and keep hold of them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision.

We offer an excellent salary and benefits package which include

  • 25 days holiday + bank holidays
  • Critical Illness
  • Life Insurance Cover
  • Healthcare Cash Plan.
  • If this isn’t enough, we are set in some of the best offices in Leeds and have free fruit delivered every Monday, we have a breakfast order each Friday, including ‘beer’ afternoon on Fridays…

    About Crisp:

    Crisp’s mission is to protect Global Brands, children and social platforms from Social Media risk. At Crisp we believe that everyone should be safe from unwanted User Generated Content online. We are a high growth company that already works with and protects the world’s biggest brands and social platforms.

    Crisp comprises hundreds of expert consultants in linguistics, moderation, psychology, data protection, law and regulation supported by world leading proprietary software and empowered by knowledge and expertise to intervene decisively to protect brands from social media risks in minutes, 24/7 across the globe.

    Statement:

    'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.”