Operations Manager

BAE Systems.
14 Aug 2019
20 Oct 2019
Job Type
About BAE Systems Applied Intelligence
NetReveal® OnDemand (NROD) is the SaaS implementation of the market leading BAE Systems Applied Intelligence NetReveal® platform for the automated analysis of enterprise risk, fraud and compliance. Our offerings include services for the automated detection and analysis of complex fraud networks, bulk analysis of databases and documents, and advanced entity-centric federated search technologies.
What you will be doing… (Role Duties and Responsibilities)
Reporting into the Head of NROD, as NROD Operations Manager you will be responsible for managing a global team of Engineers, providing 1st and 2nd level support to the end clients as well as operational running the solution itself.
The NROD Operations Manager is responsible for the sustained provision of service to our clients, ensuring customer satisfaction and managing regional teams in Poland, Dublin, UK, Canada. You will act as a lead across these regions covering both operational and resource based aspects of the service.
This will cover the provision of the current service, receipt and implementation of upgrades, fixes, changes to the service - all of which will undergo standard change control procedures etc. This will require extensive engagement with Project Teams to ensure delivery targets are achieved.
You will be required to have a technical knowledge to aid in assisting and guiding the engineers under your leadership as well as engaging with the associated Service Delivery Managers across all regions to ensure they are aware of the solution status and any current issues.

What we are looking for… (Skills and Experience)
You will have proven experience within one or more of the following areas:
Managing or leading teams of technical/customer support engineers
Delivering ITIL driven best practice processes
Delivering high levels of customer satisfaction
Driving efficiency and service improvement

Your background will demonstrate experience aligned to several of the following statements:
Knowledge of working within a service oriented environment
Working under pressure while managing stakeholders at all levels of seniority
Staff development
Working within a process driven environment
Driving customer satisfaction
Understanding of network, database and middleware technologies
Delivering SaaS against contractual requirements
Strong reporting skills
Familiar with support and maintenance contracts
Expectation and escalation management


• The ability to juggle conflicting priorities and demands, and deliver on time
• Excellent analytical skills and experience in resolving challenging technical support issues
• The ability to self-manage and work as part of a team
• Good communication skills, both written and verbal
• Knowledge of web Application Servers (WebSphere, WebLogic, JBoss)
• Grasp of one of the following Database Technologies: Oracle, DB2, or SQL Server
• Understanding of Unix/Linux Operating Systems
• Experience with Linux\Unix


• Graduate with a technical degree
• Java/J2EE
• SQL Queries
• Hadoop
• Data Analytics
About BAE Systems Applied Intelligence
We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.
Division overview: Financial Services
At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and the financial sector is one of the biggest targets for cyber-attacks. Our Financial Services business unit is responsible for all of our clients in the financial sector and handle all areas of these relationships. AI's Financial Services Division helps banks, insurers and other major financial institutions to combat fraud, unauthorised trading and money laundering, and meets their regulatory compliance obligations.
As a member of the Financial Services business unit, you will be responsible for providing critical services to clients in the financial sector and ensure that we remain a leading name in cyber security. We all have a role to play in defending our clients, and this is yours.
Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.