Manager overseeing operational planning and teamwork to meet Desjardins' strategic goals. Ensuring alignment with service offers and administering performance management processes.
About the role
- Manager of technical operations support team at Emory University ensuring timely resolution of network issues. Developing workflow efficiencies and managing day-to-day operations of technical staff.
Responsibilities
- Manages the enterprise's technical operations support team to ensure timely resolution of network issues and service incidents.
- Ensures timely responses to events generated by network monitoring applications and issues submitted to the Technical Operations Center (TOC).
- Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance.
- Performs problem management and analysis of real-time and historical data for incidents and outages.
- Prepares post mortem reports on TOC events for IT management presentations.
- Manages Network Engineer I, II, and III positions and people resources to administer day-to-day operations.
- Gathers customer feedback to assist TOC staff with meeting SLA requirements.
- Engages open technical bridges to capture activity detail and to manage incident resolutions.
Requirements
- A bachelor's degree in IT or related field and five years of relevant experience, OR an equivalent combination of experience, training, and/or education.
- Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job.
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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