Aura Technology is plugging the gap in skilled IT workers by investing in its employees

Meet Millie Carter, the Operations Manager at Aura Technology, one of the South's top IT-managed service providers (MSPs). Millie is responsible for overseeing the delivery of IT solutions, services, and support to hundreds of clients across various sectors and industries.

Progressing quickly, Millie now manages a team of IT professionals in the UK and India offices, including engineers, analysts, and apprentices. She also works closely with other departments, such as marketing, finance, and HR, to ensure the smooth and efficient operation of the company.

Millie started her career at Aura as a Triage Analyst four years ago during the Pandemic. She quickly proved her skills and dedication and was promoted to Service Desk Team Lead and, swiftly, Operations Manager. And she achieved this all under the age of 30. She attributes her success to her passion for technology, problem-solving abilities, and customer-centric approach, and says IT is an exciting area to work in. Millie said: “It’s mostly around problem solving. You have to be able to react quickly and come up with solutions. Aura has been such an encouraging environment, and really helped with my own development.”

A typical day for Millie begins at 8 am when she arrives at the office and checks her emails and messages. She then attends a daily stand-up meeting with her team, where they review the status of ongoing projects, tasks, and issues. She also communicates with other managers and stakeholders to align on the company's goals and priorities. Throughout the day, she monitors the SLA performance and quality of the IT services and provides guidance and feedback to her team. She also handles escalations or emergencies and liaises with clients to ensure their satisfaction and retention.

Millie says that one of the most rewarding aspects of her job is seeing the positive impact of her work on the clients and the company. "I love helping our clients achieve their business objectives and overcome IT challenges. I also enjoy working with a talented, diverse team that shares Aura's vision and values. We are always learning and improving and have fun along the way."

Millie also says that one of the most challenging aspects of her job is keeping up with the fast-paced and ever-changing IT industry, she said: "Technology is constantly evolving, and so are the needs and expectations of our clients. We must stay on top of the latest trends and innovations and adapt to the changing market and competitive landscape. That's why we invest in continuous training and development and leverage the best tools and practices in the industry."

Millie advises aspiring people who want to be part of the IT industry to be proactive, flexible, and resilient. "As an operations manager, you have to be ready for anything. You must anticipate and prevent problems, as well as solve them. You must multitask, prioritise, and manage multiple stakeholders and expectations. You must also cope with stress and uncertainty and learn from your mistakes. But most importantly, you have to be passionate about what you do and always strive for excellence."