Supervisor - Enterprise Operations Center Support
Maintains relationship with business units to understand potential impacts during system issues and outages. Identifies, recommends develops and implements operations staff training programs to increase required job knowledge and self-sufficiency. Establishes and maintains a solid working relationship with key business units to understand potential impacts during major system issues and outages. Provides leadership and guidance for the Operations staff.
Responsibilities:
* Leads all operational activities within the Enterprise Operations Center (EOC) on shift.
* Ensures that all major issues are resolved and communicated urgently.
* Manages escalation procedures related to identification, prioritization and resolution.
* Uses appropriate monitoring, tracking, and coordination of required cross-functional resources as necessary.
* Leads projects and responsible for the work of others.
* Exercises extensive degree of creativity, judgment and decision making.
* Supervises IT operations, staffing, recruitment, and scheduling in 24x7 environment.
* Designs and implements request handling and escalation policies, and problem resolution service agreements between IT and the business unit.
* Tracks and analyzes trends from EOC system and alerts to generate stats reports used to drive process improvement.
* Manages all changes that require application and infrastructure activity that could impact the customer experience.
Requirements:
Requirements:
* Associate's degree, technical certification or equivalent experience. 4 year degree preferred.
* 3 - 5 years in a medium to large-scale multi-system, multi-platform, networked installation. Experience in managing medium to large Data Centers and Operations departments.
* Strong leadership skills, excellent written, verbal, and interpersonal skills.
* Able to create presentations and communicate ideas in business friendly language.
* Experience in system administration with 2 or more of the following: Sun, Linux, HP, Unix, Windows, Cisco.
* Able to quickly translate IT service interruption into impact analysis and create a realistic corrective plan.
* Able to prepare and present documentation related to EOC processes.
* Self motivated and able to manage with little direction.
* Attention to detail and proven analytical skills.
* Customer service orientation and experience working in a team environment.
* Able to work 12 hour shifts across nights and weekends.
* Relies on experience and judgment to plan and accomplish goals.
Schedule:
Thursday through Saturday and every other Wednesday, 7:45am-8:30pm.
