Technical Service Operations Manager
Pubblicato il 01-10-2026 - Altro in Italia
Generali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech's Platform Operations team.
Key responsibilities of the role will include:
Act as the operational lead for HD2 support activities across all countries within the IIAB Program.
Coordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs.
Act as the primary operational escalation point for high-priority incidents and service disruptions.
Coordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors.
Ensure incidents are correctly prioritized, assigned, tracked and resolved within service targets.
Lead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders.
Support Problem Management processes, including Root Cause Analysis and corrective action tracking.
Monitor incident backlog, recurring issues and service performance indicators.
Lead operational governance meetings with countries, suppliers and technical teams.
Produce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities.
Support release and deployment activities from an operational readiness perspective.
Drive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence.
Collaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability.
Ensure contractual service commitments and operational quality targets are achieved by suppliers.
Requirements Bachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines.
5+ years of experience in IT Operations, Production Support, Incident Management or Service Management.
Strong knowledge of ITIL processes, especially Incident, Problem and Service