Description
RESPONSIBILITIES:- Responsible for the day-to-day management of technical professionals including developing, maintaining, administering, supporting and optimizing key functional areas as well as prioritizing tasks, and managing workflow assigned to the team.
- Daily management responsibility for a team of technical professionals including attendance, performance, training, resourcing, and mentoring.
- Monitor employee satisfaction and take action to maintain or improve satisfaction level.
- Manage service level against service level agreements (SLA), operational level agreements (OLA), and key performance measurements.
- Co-lead project efforts with Project Managers to aggressively ensure projects are delivered successfully and on schedule.
- Identify and escalate resource conflicts, issues and risks, possible mitigation strategies; while adhering to the demand management processes.
- Ensure that resource planning and allocation enable the successful completion of all assigned work identification of necessary capacity, skills and competencies, and the over allocation of resources.
- Partner with the Service Desk to ensure customer support upon new application(s) release and to provide clear lines of demarcation between the resolver groups when incidents/problems arise in production.
- Ensure adherence to IS Service Management policy and processes to efficiently manage work.
- Support with the negotiations and administration of vendor/consultant contracts and service agreements.
- Identify process improvement opportunities to enhance IS service quality and speed to market.
- Adhere to the Systems Development Life cycle (SDLC) relevant to the technologies and processes supported.
- Ensure alignment with PMOs PMLC where necessary.
- Manage and adhere to IS administrative policies and procedures, such as time reporting, security, etc.
- Refine, implement and manage the sourcing strategy for capabilities for global business operations.
Minimum Education and/or experience: BS in Computer Science, Business, or related major or equivalent business experience. 12+ years of lead or supervisory experience in an IT organization including hiring experience. Ability to provide coaching and mentoring to team members in the areas of management, leadership, planning, and career development. Demonstrated knowledge of customer service fundamentals such as methods to solicit feedback, obtain requirements, weigh and prioritize their requirements and differentiate between constituencies in a customer base. Demonstrated knowledge of service level agreements, operational level agreements, and their development and implementation. Demonstrated skill in the areas of critical thinking and problem solving. Excellent verbal, written and interpersonal communication skills. Strong understanding of Human Resource management principles, practices, and procedures. Experience in managing geographically disperse teams. Experience in managing a team to meet service and operational level agreements. DB2 LUW proficiency with SAP experience in addition to a strong technical background. Experience preferred with any of the following: Tivoli Storage Manager (TSM), BMC Remedy and ITIL process, AIX navigation, Unix Shell Scripting, Database design/modelling, or SQL code development. ITILv3 or ISO 2000 certifications are preferred. Technical/Vendor Certifications - preferred. Understanding of IS standards such as SDLC, ITIL, PMLC and QA/Test - preferred. Understanding of the principles, techniques, and methodologies of SDLC, technical project management, quality management, change, and problem management - preferred Understanding of project management principles - preferred.
Synectics is an Equal Opportunity Employer.