Technical Operations Centre Manager

Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Within The Workshop, Host Co. is a managed services provider that values our customers privacy, data sovereignty and security. We offer our clients a number of products and services including Cloud (IaaS, PaaS and SaaS), co-location in our own data centres and many other ‘as a’ services. Our business is made up of diverse, highly skilled people who enable our customers and their businesses by matching the right solutions to their technology needs.

Your mission

As a T.O.C. Manager, you will lead our Operations Centre team to ensure the continuous operation and monitoring of our complex infrastructure and operation:

1. Data Centres.
2. Cloud environment.
3. Electronic / HVAC equipment.
4. Security systems and CCTV.
5. Ticketing system.
6. And much more.

The T.O.C. is the central point of contact for customers and internal departments, playing a crucial role in maintaining service quality and uptime.

Your focus will be on effective project management, structured communication, proactive problem-solving, team development and keep our uptime to 100%. You will be responsible for overseeing the day-to-day activities, leading a team of dedicated professionals, and ensuring that performance and security standards meet or exceed established service level agreements (SLAs).

The ideal candidate will have strong leadership capabilities, excellent communication skills, and a track record of managing diverse projects from initiation to completion. Experience in data center environments and 24/7 operations is highly appreciated.

What you'll do

T.O.C. Operations Management:

• Lead and manage the daily operations of the T.O.C. team.
• Ensure 24/7/365 availability of the team and timely response to incidents.
• Monitor network performance, troubleshoot issues, and coordinate resolutions.
• Be responsible for all T.O.C. systems, processes and procedures.

Team Leadership:

• Build, mentor, and lead a high-performing T.O.C. team.
• Foster a culture of collaboration, accountability and continuous learning, encouraging teamwork and professional development.
• Conduct regular performance evaluations and provide constructive feedback.
• Utilise engineering expertise to identify, prioritize, and resolve technical issues promptly.
• Manage client escalations and establish effective relationships with partner companies' leadership for swift issue resolution.

ITIL Best Practices and Service Management:

• Ensure T.O.C. operations align with ITIL best practices, particularly in Incident, Change, and Problem Management.
• Follow structured and standardized processes to guarantee consistent and efficient handling of incidents and changes.
• Conduct Root Cause Analysis (RCA) for recurring issues, applying problem management practices to prevent reoccurrences.
• Promote continuous improvement by identifying gaps in service management processes and implementing corrective actions.
• Foster a culture of accountability and quality service through adherence to ITIL frameworks.

Performance Monitoring:

• Implement and maintain our monitoring tools.
• Define key performance indicators (KPIs) and ensure adherence to service-level agreements (SLAs).
• Proactively identify and address potential performance bottlenecks.

Documentation and Reporting:

• Ensure development and maintenance of comprehensive documentation of configurations and procedures.
• Generate regular reports on network performance, incidents, and resolutions.
• Provide insights and recommendations for continuous improvement.

Security and Compliance:

• Operate and manage site access requests.
• Ensure compliance with security policies and industry regulations.
• Implement security measures to protect our infrastructure where necessary.
• Stay current with industry trends and best practices related to data centre security.

Collaboration and Communication:

• Act as the primary liaison between the T.O.C. and other technical and operational teams, ensuring seamless communication and collaboration.
• Maintain strong relationships with partners and stakeholders to facilitate efficient problem resolution and project success.
• Communicate effectively with senior management to provide updates on T.O.C. performance and project outcomes.

What you'll bring

• Bachelor’s or Master’s degree in Information Technology, Project Management, or a related field.
• Proven experience in managing a Technical Operations Centre, with a focus on diverse monitoring and incident response tasks.
• Strong project management skills, including the ability to track and report on multiple ongoing initiatives.
• Excellent leadership and team management capabilities, with a history of building high-performing and motivated teams.
• Demonstrated ability to communicate complex information clearly and concisely to various stakeholders.
• Analytical mindset with the ability to proactively identify issues and implement preventive measures.
• Experience with monitoring tools and service management systems (ServiceNow is essential, Splunk is advantageous).
• ITIL Certification (preferred) or strong knowledge of ITIL frameworks and best practices, including Incident, Change, and Problem Management.
• Ability to work flexible hours to support critical operations and emergencies.
• Proficiency in English is essential.

What's in it for you (Spain)

• A friendly, inclusive and multicultural environment. We are made up of over 35 nationalities and speak almost 30 languages.
• An attractive salary and personal growth opportunities.
• Private health insurance.
• Gym membership discount.
• Self-managed learning budget.
• Family coverage plan in a multidisciplinary centre (psychology, nutrition, legal & financial advice, image consulting, physical activity, veterinary, etc.).
• Employee referral bonus programme.
• In-company English lessons at different levels with native teachers.
• The possibility of enjoying your holiday period before completing the first year with us.
• The opportunity to take up to three paid volunteering days each year.