Operations Lead
As Operations Lead it will be your responsibility to design, implement and manage deployment and day to day production operations of all technology platforms. You must be a passionate leader with the ability to pick up this role and run with it with little supervision. You must also be an exceptional communicator who is comfortable interacting with everyone from customers to stakeholders and executives. It is also important that you exhibit strong technical and business savvy as well as a firm commitment to customer service.  Responsibilities include the following: Building a high-performance service operations teamProviding world-class IT support to external customers with a focus on exceptional customer service and high renewal ratesDefine, own and manage customer service tools and workflow for assurance of cross-organizational communication of issues and activities.  Define and distribute comprehensive metrics on customer service performance.Own creation of department strategy based upon and ITIL model &amp; conceptsDeveloping performance standards and report metrics based on industry best practicesBuilding strong partnerships and a successful cross-department service delivery modelHandling escalated customer callsDemonstrating deep technical expertiseDrive Root cause analysis (RCA) and Preventive Action Item (PAI) to improve delivery and operational stabilityOwn and drive transition of technology and services into production supportEnsuring all Service Level Agreements (SLA) for our IT service offerings for both internal and external customers are met or exceeded.  Report results on a monthly basisConduct research and make recommendations upgrades and improvements to IT infrastructure and processes to meet changing business needsDefine proactive monitoring approaches to assure operational stability and SLA adherenceGrooming staff members for further career growth within the companyAssist in the preparation of RFP’s, bid proposals, contracts, scope of work reports, and other documentation for business units’ projects and associated effortsAssure the operational infrastructures meets all compliance and security requirements as defined by our operating controlsAssure the operational infrastructures delivers against high-availability and disaster recovery objectivesDefine and implement IT operations policies, procedures and best practicesManage internal and external service providers
Title: Operations Lead
Salary: None
Description: As Operations Lead it will be your responsibility to design, implement and manage deployment and day to day production operations of all technology platforms. You must be a passionate leader with the ability to pick up this role and run with it with little supervision. You must also be an exceptional communicator who is comfortable interacting with everyone from customers to stakeholders and executives. It is also important that you exhibit strong technical and business savvy as well as a firm commitment to customer service.  Responsibilities include the following: Building a high-performance service operations teamProviding world-class IT support to external customers with a focus on exceptional customer service and high renewal ratesDefine, own and manage customer service tools and workflow for assurance of cross-organizational communication of issues and activities.  Define and distribute comprehensive metrics on customer service performance.Own creation of department strategy based upon and ITIL model &amp; conceptsDeveloping performance standards and report metrics based on industry best practicesBuilding strong partnerships and a successful cross-department service delivery modelHandling escalated customer callsDemonstrating deep technical expertiseDrive Root cause analysis (RCA) and Preventive Action Item (PAI) to improve delivery and operational stabilityOwn and drive transition of technology and services into production supportEnsuring all Service Level Agreements (SLA) for our IT service offerings for both internal and external customers are met or exceeded.  Report results on a monthly basisConduct research and make recommendations upgrades and improvements to IT infrastructure and processes to meet changing business needsDefine proactive monitoring approaches to assure operational stability and SLA adherenceGrooming staff members for further career growth within the companyAssist in the preparation of RFP’s, bid proposals, contracts, scope of work reports, and other documentation for business units’ projects and associated effortsAssure the operational infrastructures meets all compliance and security requirements as defined by our operating controlsAssure the operational infrastructures delivers against high-availability and disaster recovery objectivesDefine and implement IT operations policies, procedures and best practicesManage internal and external service providers
Requirements: Mid-Senior level experience, Bachelor's Degree education
Fraudulent: No