Manager, Service Desk/Network Operations Center
Deluxe Entertainment
Burbank, CAThis was removed by the employer on 8/11/2014 4:37:00 PM PST
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Full Time Job
We currently have an opening for a Manager, Service Desk/Network Operations Center. This position will be located in Burbank, CA.
Summary:
The Manager of the 24x7x365 Global IT Service Desk/NOC is to deliver service support to internal and external customers across the enterprise. Additionally, this role will also be responsible for managing the NOC focused on pro-active monitoring, alerting and escalation. Strong ITIL/ITSM experience is a key component to success in this role. This includes owning end to end view of services, seeking to be proactive in the continuous improvement of service delivery.
Requirements:
Global Day-To-Day 24x7x365 Service Desk/NOC operations:
• Processes all phone calls, emails, tickets and events (from monitoring alerts) in a courteous, timely and effective manner and resolves all Service Requests and Incidents in compliance with published (SLAs).
• Collaborate with all IT Operations groups, Service Owners, and third-party service providers to understand service readiness and oversee the service transition from development to in-service.
• Understands customer's internal business functions, culture and critical operational needs.
• Builds and maintains relationships with IT and business teams and leaders to ensure a high level of support and cooperation across all of IT to help meet organizational objectives.
• Manages a team of personnel including oversight, performance, staffing, scheduling, attendance, coaching and career development.
• Establish and maintain an effective internal and external automated alert management capability.
• Manages (and updates as needed) Policies and SLAs, and ensures that personnel are in compliance.
• Helps prepare Major Incident Report (including root cause analysis (RCA) of each Major Incident.
• Ensures that all corrective actions are completed by the agreed upon dates and reports progress and completion to IT and Business management.
• Manages and maintains communications and event notification methods and recipients.
• Processes all Major Incidents following established processes and procedures and within the requirements of published SLAs.
• Captures data via tickets that can be used to identify problems in the environment.
• Analyzes tickets to identify problems, recurring issues, and similar/related issues.
• Once problems are identified, manage a problem tracking mechanism to ensure problems are addressed.
• Attend for awareness, the Enterprise CAB Meetings as well as Emergency CAB Meetings.
• Create, build and maintain metrics reporting (e.g., call abandonment, call stats, tickets by ticket type, MTTR, escalations, ticket tracking daily, aged ticket management, reoccurring issues).gr
Qualifications:
• Bachelor's degree highly preferred and 7 years relevant work experience in areas such as Service Desk, Customer Call Centers, IT Support, NOC operations and ITIL/ITSM.
• 5 years' Service Desk management experience with at least 3 years of global experience.
• Proven track record of developing and providing SLAs and Support Desk deliverables.
• 3 years' experience in a NOC environment.
• Preferred Microsoft/Apple/Cisco certification.
• Demonstrated progressive experience in the management of a technical support team.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed with strong results orientation and persistence.
• Good written, oral, and interpersonal communication skills.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Exceptional interpersonal skills, with a focus on listening and questioning.
• Excellent verbal and written communication skills.
• Ability to maintain confidential information.
• Highly advanced analytical and reasoning skills.
• Ability to multi-task and manage time and resources efficiently and effectively.
• Ability to work independently and be resourceful is required.
• Must be comfortable working in an extremely fast-paced environment and maintain sensitivity to personnel and corporate concerns.
We offer competitive pay and benefits program, including: medical, dental & vision coverage, vacation & sick leave, 401(k), and more.
Deluxe Entertainment Services Group Inc. is an Equal Opportunity Employer.