• Operations Manager

    Location : Country (Full Name) Spain
    Location : City
    Madrid
    Type
    Regular Full-Time
  • Mission

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com, fb.com/solerainnovation, @soleraworks on Instagram, or @SoleraInc Twitter.

     

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability).  We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits.  The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

    Are You Uncommon?

    We’re on the hunt for an experienced Operations Manager who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed.  You will serve as the Operations Manager.

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what are volunteers are responsible for – their mission.  The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission.  The mission 80’s for this role, are:

    • Troubleshooting coordination across different teams, working closely with Product Managers & Technical Leads
    • Owner of the Incident and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
    • As owner of the escalation process the Operations Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
    • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
    • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
    • Manage risks and resolve issues that affect release scope, schedule, and quality. In short, the Operations Manager has to ensure that the code will be safely propagated to production.
    • Conduct production readiness reviews, quality, security and production deployment Go/No-Go
    • Be accountable for the Quality of Service, performance and SLAs with relevant KPIs
    • Be a pivotal role working across the business to provide effective communication on software development matters and build relationships with other teams to ensure effective dialogue between different teams and clients
    • Listen to the customers' needs (internal & external) and respond accordingly in the best and calm way possible
    • Define quality gates from development to production, quality thresholds, and the gradual exposure path

    Qualifications

    Are You Qualified?

     

     

    • Able to demonstrate the ability to undertake the above responsibilities
    • Legally able to work in Spain
    • Passion for Service Improvement
    • Experienced Service Management professional
    • Demonstrable experience in leading virtual teams
    • Experience of managing 3rd parties and 3rd party delivered services
    • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
    • Familiar with Agile frameworks
    • Excellent customer facing/customer service skills
    • Excellent organizational skills
    • Self-motivation and able to take responsibility
    • Able to manage and prioritize tasks
    • Able to demonstrate initiative and a proactive approach to daily tasks

    Must have:

     

    • Excellent written and verbal communication skills (required English, other languages will be a plus)
    • Familiar with relevant software developments best practices and SDLC
    • Familiar with a variety of technologies including J2EE , LAMP , Oracle RDBMS , HTML5, JS frameworks , NOSQL
    • Knowledge of service management tools as Atlassian Jira ticketing system & Reporting with Power BI
    • Knowledge of systems monitoring tools and Centralized Logs Management solutions (Icinga, New Relic, Kibana, Graylog, Grafana)

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