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Senior Operations Manager
2 settimane fa
Job description:Telepass Innova (società 100% controllata da Telepass che si occupa di sviluppare soluzioni innovative per il mercato della mobilità) cerca un Senior Operations Specialist che porti governance, metodo e velocità nell'esercizio dei sistemi di telepedaggio e dei servizi di mobilità digitale.La figura coordina attività operative E2E, governa incident e cambi in produzione, coordina partner esterni e contribuisce alla definizione di KPI e best practice per scalabilità e qualità del servizio.Responsabilità principaliService OperationsGarantire continuità del servizio, stabilità e performance tramite monitoraggio, alerting e capacity planning.Definire e mantenereSLA/KPI, dashboard di osservabilità.Incident & Problem ManagementCondurre end-to-end il ciclo diIncident Management(triage, contenimento, comunicazione, escalation).GestireMajor Incidentcon war-room cross-funzionali;Root Cause Analysis(RCA) con azioni correttive/preventive tracciate.Istituire e presidiare metriche, backlog problemi, trend.Data Analysis & KPIEstrarre evidenze quantitative da log e basi dati (SQL/BigQuery); definireKPI operativie reportistica verso stakeholder interni/esterni.Individuare pattern e correlazioni perearly detectione prevenzione regressioni.Gestione team esterni e fornitoriCoordinare partner/fornitori (terze parti, field, system integrator) con ingaggio su SLA, hand-off chiari e standard di qualità.Pianificare e verificareon-call/out-of-hours supporte processi di escalation.Change & Release ManagementSupportare gestione rilasci e modifiche in produzione conquality gates, OTA ramp, roll-back plan.Allineare Dev, QA, E2E e Operations suRelease NoteeTest Reportprima del rollout.Miglioramento continuo e complianceStandardizzarebest practice(ITIL/DevOps/etc.) per ridurre variabilità e debito operativo.Contribuire a audit interni, requisiti di dominio (es.EETS/DSRC/GNSS, KPI di tolling), sicurezza e conformità.Requisiti minimi5+ anniin ruoli Operations/Service Management su sistemi mission-critical o large-scale.Esperienza documentata inIncident/Problem/Change Management.Solida pratica suSQLe data analysis (preferenzaGoogle BigQuery); dimestichezza con log analysis e strumenti di osservabilità.Buona padronanza diUnix/Linux, scripting (bash/python), e lettura log.Capacità dicoordinamento team esternie stakeholder management cross-funzionale.Italiano e inglese professionale, scritti e parlati.Requisiti preferenzialiEsperienza intelepedaggio/mobility(EETS, DSRC, GNSS) o servizi transazionali real-time.Conoscenza di strumenti tipoElastic/ELK,Looker, sistemi di alerting e ticketing (Jira/ServiceNow).BackgroundITIL; certificazioni plus.Soft skillsEsecuzione e prioritizzazione , comunicazione chiara verso non tecnici, leadership in contesti ad alta pressione.Orientamento ai risultati, pensiero analitico, cura della documentazione e del passaggio di consegne.Sede: Firenze (Hybrid).
