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Global Operations IT Manager - 3rd Shift

CHICAGO-60615, IL, US
07/25/2018

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Required Skills

Linux

Company

Infinity Consulting Solutions, Inc

Experience

7 to 9 Year(s)

Job Description

Global Operations Center Manager - Weekend 3rd Shift

The 3rd Shift Global Operations Center (GOC) Manager is responsible for providing quality and efficient incident resolution through the awareness and support of the overnight team.

The GOC Manager and their teams are responsible for monitoring services, resolving incidents, and bridge call support.

In addition, the position is responsible for the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs.

This role plays an integral part in the uptime availability of services to the customers.

This role requires limited supervision. No instructions needed on routine work, and general instructions given on new lines of work or special assignments.

Mentors less experienced peers and displays leadership as needed. Contacts are typically with mid to senior level individuals, across other departments and/or business units.

• Provides daily direction and communication to employees so that incidents are resolved in a timely, efficient, and knowledgeable manner

• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.

• Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practicable, and consistent with organization objectives.

• Provides performance feedback and coaching on a regular basis to each team member.

• Situational awareness of all incidents and issues in the environment

• Understands overall departmental and business unit goals and how existing products/procedures/processes support those goals.

• Ensures employees have appropriate training and other resources to perform their jobs.

• Understand the upcoming and ongoing changes in the environment and ability to correlate to any open incidents.

• Typically spends at least 20% of time performing similar work as those supervised.

• Acts as a resource and mentor to the team.

• Works as a member of special or ongoing projects that are important to area/process improvement.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• Responds to and resolves employee relations issues expressed by team members.

• Writes and administers performance reviews for skill improvement.

• Uses appropriate judgment in upward communication regarding department or employee concerns.

Requirements

**Must be able to work schedule of: 6 p.m. to 6 a.m. CST – Saturday to Monday

• 7+ years of experience with at least 3+ years in a leadership position

• Bachelor degree in technology related field is preferred

• Management or experience with Network, Windows, Linux, and/or Application Support

• Experience with Global Operations Center

• Strong written and communication skills required

• Strong leadership and managerial skills

• Comfortable in a fast pace work environment

• Able to work night shift

• Triage incidents on bridges with communication to multiple layers of management

• Experience managing a team with a mix of onshore and offshore

• Managing and coordinating overnight changes (RFC's)

• ITIL v3 certified preferred