Job Details

ID #23376908
State North Carolina
City Mooresville
Job type Permanent
Salary USD TBD TBD
Source Lowes Home Improvement
Showed 2021-11-24
Date 2021-11-23
Deadline 2022-01-22
Category Et cetera
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Manager, Technology Operations

North Carolina, Mooresville, 28115 Mooresville USA

Vacancy expired!

Job Summary: The primary purpose of this role is to manage the NOC alongside technology support resources responsible for delivering system and/or process support services to end users across the company. This includes responsibility for developing, training, executing, and measuring operational support processes within scope of responsibility. This role also partners with senior management as well as key cross-functional stakeholders to report out on performance against established success criteria and to identify opportunities for continuous process improvement.

This role manages relationships with third-party hardware and/or software vendors and provides leadership to a team within a 24 X 7 X 365 on-call support environment.

With a focus specifically on the Operations Command Center, this role manages the day-to-day activities of individuals that maintain availability and stability of key enterprise-level business systems and lead the implementation of planned hardware and software changes into production environments. These teams provide critical systems administration support and act as a HUB that pulls resources together to respond to major technology incidents.

With a focus specifically on Service Desk and End User Computing, this role manages the day-to-day workflow for a team that provides first, second, and third level support for products and applications, and oversees the process for tracking and documenting activities related to staging, integration, troubleshooting, and installation of enterprise technology systems.

With a focus specifically on Field Services, this role oversees the tactical setup and maintenance of computer systems for multiple facilities by coordinating IT installation and deployment projects.

With a focus specifically on IT Service Management (ITSM), this role manages and provides direction to a team of ITSM professionals who deliver business process support to teams throughout the implementation and maintenance of business and enterprise technology solutions. This role leads and drives 1-2 standard ITSM functions. This includes leading key activities during process implementation and working through his/her team to drive process consistency, governance, standardization, reporting and efficiency across all areas of responsibility.

Key Responsibilities: • Provides direction to technical support team/s, ensuring team members meet customer service standards and service level targets • Clearly articulates the team's objectives and ties them to the overall Technology strategy • Provides input for departmental budget and forecasting, and manages expenses associated with initiatives within scope of responsibility • Provides input into vendor selection decisions; manages relationships with key vendor partners; reviews vendor performance levels and ensures service level agreements are met • Leads debrief sessions to understand how to avoid SLA breach issues in the future • Oversees the team's activities, develops resource estimates, and holds teams accountable to meeting established performance indicators • Conducts root cause analysis and develops solutions within technical area of responsibility • Ensures team members execute standard operating procedures • Delivers consistent and accurate system and/or process status reporting • Serves as an escalation point for complex or unresolved IT support issues • Provides leadership to the team by attracting and hiring talented individuals, setting goals and communicating clear expectations, providing timely and constructive feedback as well as meaningful developmental opportunities, managing performance, providing resources and support as needed, and sponsoring and leading team members through change • Motivates individuals to perform at high levels and embraces change around a shared Company and Technology vision • Provides meaningful developmental opportunities to associates • Shares important updates from senior management with associates OCC Responsibilities • Manages the process for tracking and documenting the staging and integration, troubleshooting, and/or installation of enterprise technology systems • Leads the process of monitoring and managing the stability, availability, and performance of enterprise systems in one or more Technology domains (e.g., systems, network, databases, storage, security) • Secures first and second level support resources for diagnosing, troubleshooting, and resolving complex and high-impact incidents; provides supervision, coaching, and mentoring to resources • Monitors resolution of issues to achieve closure; follows up and providing status updates to management • Ensures the team follows procedures for incident escalation

Lowe's is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

Vacancy expired!

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