Vacancy expired!
Our client has an exciting opening for a Business Readiness Deployment Hypercare Manager to join their team. If you re interested, please send an updated resume! Title: Business Readiness Deployment Hypercare ManagerLocation: San Francisco, CA (may need to go onsite in downtown SF so need to be local) Type: 6 months contract with potential extensionsAs a member of the Core Program Business Readiness team, lead the planning, orchestration, and execution of Hypercare workstream. Work in partnership with L1 Support teams to prepare, train, practice in mock conversions, and execute L1 support for the conversion support period. Lead the communication relay teams and processes from primary and supplementary hypercare support teams during conversion to ensure colleague support response times and issue remediation are accelerated.Responsibilities
- Understand the existing standard support groups (L1), leadership, support tools and processes as in input into developing the enhanced support plan for Core Conversion
- Develop conversion support team readiness plans with each L1 support teams in partnership with their leadership and manager to support Mock Conversions exercises and Core Conversion
- As part of the Core Program Business Readiness team, ensure optimized colleague support experience in partnership with training and change management, and in close collaboration with Core Conversion and Command Center
- Lead orchestration of Hypercare workstream supporting the successful Core Conversion
- Work with the Lines of Business Sponsors to develop the supplemental support staff and team SMEs performing floor walker support during Conversion week
- Support conversion information relay processes, push and pull, from impacted areas of the business to ensure visibility and vigilance of evolving trends and issues to be analyzed and triaged in the Conversion Command Center
- Ensure support team knowledge bases are developed in time for core conversion, aligned to training and policy updates, and during conversion period the content is updated near real-time with issue/bug fix updates coming from the Command Center
- Aid in hypercare reporting ensure support team inputs are pulled in and available on schedule for Command Center reporting
- Work in partnership with L1 Support teams to develop resource readiness and staffing plans for Core conversion period to ensure right-sized staffing plans with prepared resources
- Work to prepare the pre-conversion, conversion, and post-conversion support teams based on services available during each period
- Available to work onsite San Francisco, available for mock conversion and conversion periods including peak periods which include weekend hours
- Highly organized and collaborative
- Strong verbal and visual communication skills
- Excels at bringing people together to deliver a common vision
- Works through ambiguity to define and refine solutions
- Agile and adjusts to feedback quickly
- Desired experience in technology service delivery
- Desired experience working with support operations
- Knowledgeable in Microsoft Office 365 and Teams
- Deployment management experience
Vacancy expired!