Logicalis, Inc.
This listing was posted on Logicalis Inc (via Broadbean).
Assistant Manager, Managed Services Operations (Night Shift)
Location:
West Chester
Description:
Overview Summary Supports Managed Services (MS) Operations Manager and assists in management of 24x7x365 operations team headquartered in West Chester, OH and supervision of offshore partners. Provides assistance with management of support, incident management, problem management and change management for devices and resources monitored by Logicalis MS, including Windows, Unix, Linux servers, System i devices, network devices and applications as well as other supported configuration items for internal and client systems. Essential Duties and Responsibilities * Processes and procedures * Works with Operations Manager to develop and extend standard troubleshooting and escalation processes. * Works with Operations Manager to ensure adoption of Information Technology Infrastructure Library (ITIL) processes. * Ensures team is working with vendors and carriers to resolve issues. * Internal stakeholders * Defines, gathers, analyzes and reports on performance metrics which demonstrate Service Level Agreement (SLA) achievement, volumes and quality of services delivered. * Conducts Post Incident Reviews as secondary point of contact. * Works with Operations Manager to perform due diligence activities for existing and potential clients. * Helps to improve and extend service offerings and capabilities. * External stakeholders (clients/vendors) * Works with Operations Manager and clients to manage and resolve issues per defined processes and procedures. * Assists with technical sales support to price amendments and services for existing clients. * Works with client to develop process definitions during migration and transition. * Works with external vendors to manage contract compliance and SLA achievement. * Personnel * Assists with staff management including full employee life-cycle, scheduling, and personnel development. * Provides department leadership, training, mentoring and coaching with intense customer focus. * Acts as Patching Coordinator for all MS Tier 2 patching activities. * Assists with regular all-hands team meetings. * Other essential duties * Maintains current knowledge of core service offerings and SLAs. * Understands all Logicalis service offerings to better support customer as well as expanding any service offering to current customers. * Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. * Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. * Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities This position is responsible for assisting in supervision of operations support staff from Tier 2. Staff is located in West Chester Ohio, Auburn Hills, Michigan and remotely. This position is also responsible for supervision of contractors and vendors located both domestically and internationally. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Education: * Bachelor's Degree in Information Technology, Business or a related field. Experience: 5 years experience in the following: * Service Desk or NOC operations personnel supervision. * Statistical analysis and performance reporting in Service Desk or NOC operations environment. * Network and server monitoring tools (Nimsoft, Solar Winds). * Ticket tracking tools (Service-Now, Remedy, Seibel, Heat). May consider an equivalent combination of education and experience. Computer Skills * Proficient use of all Microsoft Office applications. Certificates, Licenses, Registrations * Information Technology Infrastructure Library (ITIL) Foundation. * Six Sigma. Other Skills and Abilities * Detail-oriented with ability to multitask and prioritize. * Excellent customer service skills and verbal/written communication skills. * Understands network and server monitoring tools and technologies. * Strong technical and customer interaction skills. * Ability to execute tasks, projects, and troubleshooting with minimal supervision. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws .
Company:
Logicalis
Posted:
December 26 2023 on Broadbean
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More About this Listing: Assistant Manager, Managed Services Operations (Night Shift)
Assistant Manager, Managed Services Operations (Night Shift) is a Executive Assistant Manager Job at Logicalis located in United States. Find other listings like Assistant Manager, Managed Services Operations (Night Shift) by searching Oodle for Executive Assistant Manager Jobs.
Assistant Manager, Managed Services Operations (Night Shift) is a Executive Assistant Manager Job at Logicalis located in United States. Find other listings like Assistant Manager, Managed Services Operations (Night Shift) by searching Oodle for Executive Assistant Manager Jobs.