Job purpose Role includes managing Incident bridges and ensuring support teams are engaged and focused on restoring service, provide updates throughout the event to business and senior management, and overseeing all aspects of the remediation effort.
The ability to multi-task and manage multiple outages are needed, along with a strong understanding of multiple disciplines (i.
e. : Network, Servers, Mainframe, etc) is desirable. This role will also be involved in operations service improvement initiatives. Key Responsibilities
Manage outages, driving and coordinating calls, escalation and notifications to all senior and executive stakeholders across the organization.
Coordinate work streams during shift for optimum use of available resources.
Bring the current environment up to a best-in-class operating model, cultivating and attracting junior staff.
Helping to create business aligned support of Incidents, with experts in driving and resolving outages for our major business units across all platforms including Mainframe, Distributed, Network etc.
and remediate these outages utilizing all means necessary including internal SME’s, vendors, and business teams as needed.
Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Meantime to Restore Service, increased data quality and comprehensive notification.
Manage relationships with senior global business and technology management as well as other team members.
Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities.
Continually review and improve existing operational processes and procedures are scalable for global support operations.
Proactively identify opportunities for service improvements.
Maintain industry best practice framework, process, and tool knowledge.
Promote team growth in technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry recognized Service Management disciplines.
Interact with SME's and support teams from other business units to help drive resolution of outages and service improvements.
Skills & Experience
3-5 year’s managerial experience
7-10 year’s technical experience
Strong ability to multi-task and work in a high-pressure environment with service mindset
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
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