Vacancy expired!
- Manage the productivity of a team of support engineers including - determining workload and delegating assignments, training, monitoring & evaluating performance.
- Provide direct supervision of contracted resources (on-site & offshore), third-party service providers, and indirect supervision of dependencies within IT and cross functional organizations.
- Serve as a resource to team members, participating in team and extended meetings, providing direction as necessary.
- Advocate for customers (internal & external) to ensure operations that meet or exceed the expected client-experience.
- Cultivate and maintain a satisfying work environment by soliciting input from, determining & filling the needs for a diverse staff and customer base.
- Ensure support engineers are up to date on enterprise monitoring and telemetry tools used (Dynatrace, ExtrHop, DataDog, etc).
- Maintain and manage to accurate metrics of support engineers and contracted resources to ensure optimum performance and continuous improvement.
- Understand team members career objectives, working to create or take advantage of opportunities enabling each to fulfill their objectives.
- Lead the team through adversity with confidence and assurance, understanding when to use restraint and when to leverage power.
- Position your customers and team members to succeed.
- Review and approve all logged time.
- Review and submit contractor milestones within WorkforceLogiq each month
- Review metrics around Incidents, Requests, and Tasks for policy compliance.
- Ensure adequate team coverage by managing PTO requests.
- Conduct 1:1 & team meetings, ensuring team is engaged.
- Ensure regular weekly reporting is submitted to business partners, leadership and stakeholders.
- Assist support engineers with developing strong working relationships with service and application owners, ensuring each regularly attends standup and/or planning meetings.
- Ensure team operations meet or exceed existing service levels to ensure full compliance with operational standards, procedures and best practices is achieved.
- Through service and application team engagement, maintain an awareness of production changes, new applications, software upgrades, bug fixes, etc.
- Participate in product showcases, reviews, and demonstrations respectfully providing experience-based consultation.
- Maintain understanding and proficiency with enterprise tools such as WorkforceLogiq, ServiceNow, InsideCOX Management Tools, etc
- Provide documentation illustrating weight and cause of incident and problem resolution efforts to influence continuous improvement.
- Ensure documentation of Standard Operating Procedures and runbooks are kept current.
- Collaborate with service & application teams regarding feature/design enhancements and systems/application serviceability and required tooling.
- Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
- Bachelors degree in Business, Finance, Data or Computer Science or related field and up to 3+ years experience OR MS up to 2+ years experience OR 7 years experience of equivalent combination of industry related professional experience and education
- Ability to manage vertically and horizontally
- Experience in systems administration and operations (5+ years)
- Experience with reporting with team level metrics (2+ years)
- Strong written and verbal communication skills with experience in sharing technical data with technical and non-technical persons
- Experience and proficiency using Dynatrace, ExtraHop, NewRelic, and Datadog (2+ year)
- Auto or Auction operations experience is a plus
- Experience using data visualization when reporting using tools such as Tableau
- Experienced knowledge with Scrum Methodology
Vacancy expired!