It Operations Manager

It Operations Manager
Empresa:

Pharmpix


It Operations Manager

Detalles de la oferta

ESSENTIALS ROLES AND RESPONSIBILITIES Plan, organize and manage Service Desk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction. Develop, implement and continually refine and improve IT Operation Control, Service Desk, and NOC procedures, standards, and policies to conform to best practices and SLAs. Develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service Desk operations with best practices and addressing triage/analysis, response, resolution, escalation and communication. Develop, implement and continually refine process to control and coordinate all changes to an IT production environment into a Change Control/Management Procedure. Coordinate with other IT Areas and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users. Develop and implement a Service Desk performance measurement framework to facilitate feedback and scoring of team members on issues such as user/ client service, communication and technical skills. Identify, measure, benchmark, analyze and perform regular review of capacity reports, scorecards and Service Desk performance metrics, e.g. service availability, ticket volume, resolution rate, time to respond, time to resolution, change volume and customer survey results. Analyze results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results. Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation. Participate in continuous learning and professional development. TRAINING & EDUCATION Bachelor's Degree in Computer Science/Business Administration or equivalent work experience. PROFESSIONAL EXPERIENCE 5 years of IT Operations management experience. Minimum of 5 years of experience in managing technical service operations and support teams. Experience working with large data sets and making data-driven analytical decisions. Previous experience with Healthcare industry. Experience in planning, tracking, and executing projects using appropriate tools (Detailed Project Plans, Action/Risk tracking, etc.).


Fuente: Adzuna_Ppc


Área:

  • Tecnologías de la Información / Gestión de Proyectos

Requisitos

Ofertas Relacionadas

Senior manager, bu quality assurance operations

Summary:Accountable for leading the daily Quality Operations and Quality Assurance function for the assigned Business Unit (multiproduct manufacturing operation...


Desde Bristol Myers Squibb Company - Humacao

Publicado hace un mes

Operations program manager

Get onboard the Company Aerospace Operations and Supply Chain team and play a part in managing our innovative products from inception to delivery. Operations...


Desde United Technologies - Utuado

Publicado hace un mes

Technology asset manager- san juan, pr

The Technology Asset Manager is responsible for the daily and long-term strategic management of software and technology-related hardware within the organization...


Desde Unitedhealth Group - San Juan

Publicado hace un mes

Group lead grant manager (pr)

Tetra Tech is a leading provider of consulting, engineering, and technical services worldwide. Our reputation rests on the technical expertise and dedication of...


Desde Tetra Tech, Inc. - San Juan

Publicado hace un mes