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applicant

Full-time IT Operations Manager Sales

at verizon (Anywhere)

Job Overview

Company: Verizon
Title: IT Operations Manager Sales
Skills: Application, Applications, CASE, Computer, Development, Engineering, Help Desk, IT, Linux, Manager, Management, Metrics, Network, Networking, Performance, Quality, Quality Assurance, Sales, System, Systems, Test, Testing, Windows
Date Posted: 3-1-2014
Location: Atlanta, GA
Area Code: 404
Employ. Type: FULLTIME
Job Length: Full-Time Security
Position ID: 343830
Dice ID: 10241294
Travel Required: unspecified
Telecommute: no

Contact Information

Address: One Verizon Way
City: Basking Ridge, NJ 07920-1097
Phone: (908) 559-4000
URL: http://www.verizon.com/jobs/

Job Description

Managing a staff responsible for all service operations and take action to ensure they meet business needs and IT requirements. Responsible for auditing, documenting, monitoring, troubleshooting and reporting operational processes along with ensuring desired standards, established practices, and policies are being used. Coordinates and manages incident responses and escalates issues to level 2 and 3 support if needed. Ensures new solutions are tested and ready for quality assurance team and provide system run books for improved processes.

  • Manage service desk to perform service level 1 duties (e.g., ticket creation, case management and reporting; system and application monitoring; escalate incidents to level 2 and 3 if needed and provide follow up)
  • Formulate, agree and maintain an appropriate Service Level Management structure for successful service delivery.
  • Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
  • Create and maintain the service catalog and descriptions of existing and new services offered.
  • Ensure appropriate OLAs/SLAs in place to support all new and existing services.
  • Analyze and review actual service performance against SLAs and OLAs.
  • Provide regular reports on service performance and achievement to IT management.
  • Conduct installation, functional, and integration testing of systems and applications. Responsible for releasing changes to quality assurance team for user and operational readiness.

Qualifications

6-10 years experienced managing in a service operations role (e.g.: service desk/help desk, IT operations, and or quality assurance). Intermediate knowledge of Linux, Windows, networking, incident ticketing system, and network management systems. Experience reviewing and testing system/application deliverables and providing run books. Experience working within established SLAs and provide meaningful reporting of SLA performance.

Strong knowledge of ITIL V.3 framework – especially Service Operation and Service Delivery processes. Ability to manage 10+ direct reports. Solid experience building, managing and mentoring a service desk/help desk team. Ability to perform HR functions of hiring, coaching, reviewing, and terminating staff. Ability to work with other IT disciplines to coordinate SLAs and escalation procedures. Ability to coordinate test plans with application development, systems, and network teams. Ability to produce meaningful performance, incident, testing, and SLA reports that can be used by IT management and external customers to measure service delivery.

BA/BS in Computer Science, Information Technology or Engineering.

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet

Incentive: No
Job ID: 343830
Driving Requirements: No Driving Required
Clearance: No
Travel: None
Relocation Assistance: No



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Published at 03-03-2014
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