About Us
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role Overview
The AppOps Manager is a pivotal member of Planet's team, responsible for overseeing the Application Operations function. This leader will manage a team comprising AppOps Team Leads and Engineers, ensuring continuous 24x7x365 operational coverage. The AppOps Manager will provide direction, mentorship, and guidance to the team, fostering a culture of excellence and reliability.
What You Will Do
In this role, you will be responsible for managing the 24x7x365 AppOps function who provide eyes on glass and operational support for Planet's payment, hospitality, and retail services.
* Lead and manage the AppOps function, delivering technical guidance, oversight, staff training, and performance evaluations.
* Proactively identify and resolve service-related incidents in partnership with the wider Planet support teams, minimizing disruption for end-users and business operations.
* Supervise the diagnosis and resolution of application issues, escalating complex problems to higher-level support when necessary.
* Develop and implement robust support processes and best practices aimed at enhancing efficiency and service quality.
* Responsible for overseeing vendor relationships working closely with them on incident resolution and root cause analysis.
* Construct and provide executive level reporting, dashboards and customer packs.
* Conduct regular assessments of service performance to pinpoint and address areas needing improvement.
* Responsible for raising the risk profile for AppOps by identifying potential threats, assessing their impact, and implementing strategies to mitigate them.
* Collaborate closely with Infrastructure, Development, and Operations teams to determine and address root causes of issues.
* Manage the risk mitigation posture
* Maintain accurate documentation of issues, resolutions, and workarounds within the support ticketing system.
* Ensure outstanding customer service and maintain high levels of client satisfaction.
* Recommend enhancements designed to elevate the quality of Planet's production services.
* Analyze support metrics and generate comprehensive reports to track team performance and identify opportunities for further improvement.
* Provide regular updates to senior management and stakeholders regarding service performance, improvement initiatives, and incidents, in accordance with Incident, Problem, and Change Management frameworks.
* Deliver consistent service level reporting aligned with established SLAs and KPIs.
* Communicate technical concepts clearly to non-technical stakeholders to support informed decision-making.
Who You Are
* Bachelor's Degree in Computer Science, Information Technology, or a related field.
* At least two years of management experience in an Application Monitoring team or a similar setting.
* Demonstrated leadership skills and the ability to effectively manage teams particularly application support teams.
* Strong IT support capabilities, with robust knowledge in Network, Database, and Application domains preferred.
* Proven background in application support of applications running on Windows or Linux and technologies such as Tomcat, IIS, SFTP solutions such a Globalscape, F5 load balancers.
* Familiarity with monitoring tools such as Coralogix, DataDog, Netreo, and Solarwinds is advantageous.
* Exceptional problem-solving abilities and capacity to make sound decisions under pressure.
* Experience using service management tools and platforms.
* Outstanding communication and interpersonal skills.
* Excellent written and verbal reporting abilities are essential
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce.
We would love to hear from you – Apply now
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At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.