Vacancy caducado!
- Provide direct supervision to a team of 5 to 10 ServiceNow system administrators in a variety of time zones.
- Lead employee maintenance activities for this team, including: forecasting, performance reviews, coaching, personal development & training.
- Define daily/weekly/monthly team support metrics that are "action-oriented" and use a reporting cadence to drive continual service improvement
- Lead improvements to the efficiency and effectiveness of all production support services and contribute to the identification of areas of improvement.
- Respond to, manage, and follow up on client escalations
- Ensures that the production support team adheres to ITIL framework and best practices for a 24x7 application support team
- Performs all other duties as assigned
- Bachelor's degree in Engineering, Information Technology, or related field; or equivalent work experience.
- Must have at least 5 years of experience working as a technical operations manager with a history of meeting and exceeding target service level metrics
- Must have at least 2 years of experience with ServiceNow as an Administrator, Product Owner, or manager of a ServiceNow support team
- Previous experience working for a managed service provider is preferred.
- Must have thorough understanding of the ITIL framework
- Must have strong knowledge about ITIL processes like: Incident Management, Major Incident Management, Problem Management, Standard Changes, Service Level Management
- Must have experience defining metrics and KPIs that can be used to improve support behaviors and deliver results
- Strong grasp of ServiceNow reporting tools and ability to build your own reports and dashboards with ease
- Must have strong coaching skills and a servant-leader approach
- Must have the ability to work in a deadline orientated environment, with aggressive SLAs and uptime requirements.
- Meet the minimum qualifications and requirements of the position;
- Have completed twelve (12) months service in their current position; six (6) months of service in warehouse roles;
- Not be under a disciplinary evaluation or suspension period;
- Have satisfactory performance in their current position;
- Have their current manager/supervisor recommendation
Vacancy caducado!