| Looking for Support Delivery Manager in Texas(Day one onsite) at Plano, Texas, USA |
| Email: [email protected] |
| From: satin, Cohesive Technologies [email protected] Reply to: [email protected] Role: Support Delivery Manager Work Timings: US Business Hrs. Workdays: 5 days Location: Plano, TX (All five days Onsite) Experience: 10+ years Responsibilities: Support Delivery Oversight: Provide overall leadership and strategic direction for the support delivery team. Oversee end-to-end support operations for IoT and Multimedia Systems, ensuring high-quality service delivery. Incident Management: Act as the Incident Manager, leading prompt identification, categorization, and resolution of incidents. Collaborate with relevant stakeholders to ensure effective communication and post-incident reviews. Outage Coordination: Function as the Outage Coordinator, leading immediate responses to outages and ensuring timely restoration of services. Provide regular status updates, and coordinate with internal teams and 3rd-party suppliers for expedited resolution. Regional Support Leadership: Lead the Regional Support team, ensuring seamless support services across different geographical regions. Understand regional variations and coordinate with local teams for effective support delivery. Collaboration and Communication Leadership: Act as the Collaboration and Communication Coordinator, facilitating effective communication between internal teams, 3rd-party suppliers, and regional support. Maintain open communication lines during incidents and outages. Continuous Improvement Management: Take charge as the Continuous Improvement Manager, driving a proactive approach to enhance Incident Management and Problem Management processes. Challenge the status quo and identify areas of improvement to meet KPI targets, and business goals, and improve efficiency. Propose enhancements to processes and system capabilities. ITIL Knowledge Application: Apply ITIL knowledge to streamline support processes and ensure adherence to best practices. Implement and enforce ITIL methodologies for Incident Management, Problem Management, and other relevant processes. Performance Monitoring Oversight: Provide oversight for performance monitoring activities, ensuring effective monitoring of IoT devices, Multimedia Systems, mobile apps, and backend services. Lead process compliance efforts, improving KPIs such as Mean Time to Respond and Resolve. Reporting and Metrics Leadership: Oversee project reporting on a weekly, monthly, and quarterly basis, including improvements, suggestions, and Root Cause Analysis (RCA). Enhance reporting methodologies to align with business goals and support process improvements. Qualifications: Bachelors degree in computer science, Information Technology, or a related field. Proven experience in a managerial role overseeing L2 and L3 support for IoT and Multimedia Systems. Demonstrated leadership in Incident Management, Outage Coordination, Regional Support, Collaboration, and Continuous Improvement. In-depth understanding and application of ITIL methodologies. Strong background in performance monitoring, process compliance, and KPI improvement. Excellent communication and interpersonal skills for effective team collaboration and client communication. Proactive approach to continuous improvement and enhancing support processes. Knowledge of security, authentication, authorization, encryption, and integration patterns. Experience in using and maintaining knowledge bases and standard operating procedures. Familiarity with observability platforms (Datadog, AppDynamics, Dynatrace) and AIOps solutions. Domain knowledge of the automotive industry and prior automotive experience. Proficiency in programming, SQL queries, data analysis, and troubleshooting. Experience in leading teams and implementing strategic support initiatives. Thanks! Satin Harper Senior Talent Acquisition Partner Phone: (470) 668- 2233 www.cohetech.com Keywords: Texas |
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| Fri Feb 02 01:21:00 UTC 2024 |