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15 Oct 2019

Full-Time Systems Operations Manager – Ground Floor

Brian Leary Anywhere

Job Description

We are looking for an experienced Systems Operation Manager to manage and support the global saas SysOps team. This team is responsible for supporting and integrating new client-facing services, planning and executing major system upgrades, advanced troubleshooting.  You will be responsible for managing IT operations including implementing IT policies, procedures, and standards to ensure timely implementations and resolutions in alignment with the company goals.

 

Responsibilities

  • Lead, mentor, and support a team of SysOps engineers.
  • Manage, monitor, troubleshooting production systems with a strong focus on continuous improvement
  • Establish, report, communicate and monitor service levels using industry best practices.
  • Direct ownership for tracking incidents from initial response through resolution via ITILmethodologies
  • Define and implement processes monitoring/tracking of alerts, incidents, requests, and problems.
  • Ensure all staff members are trained on necessary support and service requirements, and that necessary reference materials are written and updated regularly.
  • Assist in building the technical knowledge base and escalation policies for day-to-day issue resolution
  • Provide regular feedback and coaching to assist in developing skills of team members
  • Manage work assignments and priorities for team members.

 

Experience

  • Preferred: Bachelor’s Degree in Business or Computer Technology/Science or equivalent experience
  • Highly Desired: 5+ Years managing engineers within the managed service industry
  • 10-15+ years of related experience within and/or managing service desk and support operations.
  • ITIL V3 – Required or 3+years of demonstratable experience managing in an ITIL framework-based operation support team via an ITSM Platform (Service Now experience a plus!)
  • Excellent, Clear, concise written, oral, and interpersonal communication skills.
  • Demonstrated strong customer-focus in the service operations environment.
  • Ability to communicate ideas both technical and user-friendly language.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.

 

 

Job Categories: Open. Job Types: Full-Time.

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