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Job Details

IT Triage Director

Location
San Juan, PR, United States

Posted on
Jan 26, 2021

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Profile

Description

The Director, Service Offering Management enables and assures the management and abilities of the service offering system are controlled, balanced and aligned to the mission and needs of the whole enterprise. The Director, Service Offering Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

The Director, Service Offering Management assesses the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to monitor and control their activities by establishing metrics that can be monitored against a benchmark. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Required Qualifications


Bachelors Degree
8 or more years of technical experience
5 or more years of management experience
Experience assessing the impact of change on service quality and SLAs.
Experience establishing metrics that can be monitored against a benchmark
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Required Skills and Experience:


Running an enterprise help desk
Creating on call processes
Creating or standing up a network operations center
Experience with monitoring tools such as Splunk, App Dynamics, Solarwinds
Experience running incident command teams and organizing operational support processes across several disparate teams with a focus on uptime


Scheduled Weekly Hours

40

Company info

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