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Operations Management Senior
Job Code Number
7486797
Job Description
V2Soft (www.v2soft.com) is a global company, headquartered out of Bloomfield Hills, Michigan, with locations in Mexico, Italy, India, China and Germany. At V2Soft, our mission is to provide high performance technology solutions to solve real business problems. We become our customer’s true partner, enabling both parties to enjoy success. We are committed to promoting diversity in the workplace, and believe it has a positive effect on our company and the customers we serve.
We have an immediate requirement for a Operations Management Senior with our client in Dearborn, MI.
Required Skills:
Description:
This position is for an Incident Manager in the client Command Center. The Incident Manager is responsible for the upkeep and smooth operation of IT systems. The position entails overseeing all aspects of the incident management process from evaluation to resolution. The position will involve hosting technical bridges to troubleshoot complex issues, escalation to various support application and infrastructure teams as necessary, maintaining a log detailing the event, ensuring operations are returned to normal as soon as possible and identifying methods to prevent similar problems in the future. The ideal candidate will have a good understanding of IT support principles, various operating systems, networking protocols and databases.
Position Duties:
- Coordinate resolution of complex technical problems with a variety of diverse applications
- Maintain incident logs describing the event, what occurred, timing, root cause and actions taken to resolve
- Generation of ad-hoc incident reports as necessary
- Updating escalation procedures and training manuals as required
- Communication on corporate issues with global incident managers
- Provide written updates on issue status and next steps to business and IT partners
- Follow-up on incidents to ensure permanent corrective action has been identified
- Participate in the daily production status meetings to identify Critical Success Factor (CSF) violations
- Facilitate warm hand-off of active incidents to regional incident managers
- Participate in off hour on-call support rotations
- Provide on-going support for and lead expansion of application health dashboards using Splunk and Dynatrace
Skills Required:
- Highly effective communication skills both oral and written
- Ability to clearly communicate with both IT and business partners at various management levels
- Capable of handling multiple tasks simultaneously under pressure during critical incidents
- Critical thinking capability and ability to help drive resolution to complex technical problems
- Flexibility to adjust to changing requirements, schedules and priorities
- Strong knowledge of MS Office and SharePoint
- Available to work flexible hours to support global customer base
Skills Preferred:
- Knowledge of Client business operation (Business Centers or Central Office)
- Previous Incident and Problem Management Experience
- Experience working on a global team with geographically distributed team members
- Previous experience working with Splunk, Dynatrace or other application health monitoring technologies
Experience Required:
- At least 2-years of experience in Information Technology
Experience Preferred:
- Experience working with ITIL Processes
Education Required:
- Information Technology, communications or business background
Education Preferred:
- BS in IT or Related field
V2Soft is an Equal Opportunity Employer ( EOE).
https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.