IT Operations Technologies

Here at** SmallWorld Financial Services**, we know how important it is to be able to support friends and family from abroad. Put simply, we believe that the more people we can help transfer money to overseas family, friends and businesses, the smaller the world becomes.

Our employees are as diverse as our customer base and we value the sharing of skillsets and cultures that come with a truly international company present in several countries. SmallWorld is one of the largest money transfer companies in the world. We have a network of over 253,000 pick-up locations and a global team of over 1000 people who are responsible for over 15 million worldwide transactions each year.

Are you passionate about working for a global company that celebrates differences? Do you want to empower people and families to support each other regardless of distance?

Then join us Let's make this big world into SmallWorld.

**Purpose of role**:
The technology ecosystem of Small World is evolving; from a local, bespoke core, more and more services are being provided by third party providers, whether hosted or provided as a service. As we select and integrate these solutions, it is essential that we maintain an operations
environment that enables us to monitor and manage these new solutions, such that we can continue to provide excellent service to customers.

The IT Operations Analyst has two main accountabilities. (1) Working with project teams to identify and deliver the IT operations requirements of a new technology solution (2) Working across Small World Technology and with external partners to continually optimise and evolves our core operations capability. Take a leading role in collaborating across the Technology team to analyse and document
processes, customer journeys, and technical patterns. Take the requirements of new products and ensure its implementation since the design. (S)he is the owner of the know-how of the IT Products and will be expected to influence design thinking to ensure solutions are appropriately manageable in-life.

**Modality**:hybrid (remote and office based)

**Schedule**:7 am - 4 pm / 8 am - 5 pm** **(40h)

**Location**:Tijuana, B.C.

**Role details**:

- Define the product strategy and roadmap.
- Ensure that all customer journeys/processes are documented, such that their technical implementation can be appropriately monitored and measured, and the impacts of any service issues easily determined.
- Actively monitor the service estate; raise event and incident alarms as appropriate; execute “Tier 1” playbooks to restore service of the IT services and products.
- Take an incident management role to co-ordinate the response to service issues that required Tier 2 support and beyond. “Own” the incident through the resolution, managing communications with key stakeholders throughout.
- Liaise with DevOps and Sys/Network admins teams to identify monitoring and operations requirements for new solutions being proactive.
- Develop the core positioning and messaging for the product
- Perform product demos to customers
- Propose an overall budget to ensure success
- Leading and managing the IT partners.

**Person Specification**
- A strong technologist, with experience in technical operations and incident management.
- Confident and able to take a leadership position when pulling together ad-hoc teams to address service incidents
- Calm under pressure and able to work with focus and clarity in times of stress
- A strong communicator, able to work at a detailed level but also communicate effectively with senior stakeholders
- Collaborative but authoritative; able to represent operations effectively across Technology and ensure that operations requirements are recognise and addressed in new solutions.

**Technical requirements**
- Deep experience (5 yrs +) in both Technology and Operations, ideally with a background in ITIL.
- Experienced with Java/J2EE environments, ideally some experience with Databases.
- Working knowledge of leading solutions in the technology operations space, including monitoring technologies such as Grafana, and APM solutions such as SolarWinds, Zabbix, PagerDuty, Dynatrace, etc)
- Familiar with both hosted and cloud solutions.

INDHP