Senior Manager - Operations

Senior Manager - Operations

Desired Experience Range: 10 - 15 years

Location of Requirement:

Must-Have

• 10+ years of experience in a 24x7 IT call center or helpdesk role, with

  5+ years of experience in a supervisory or managerial role

• Strong knowledge and hands-on experience with reporting in ITSM tools such as ServiceNow, PagerDuty, and JIRA

• Strong people management skills, with a proven ability to lead and communicate to the team effectively during high-pressure, mission-critical incidents.
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to the team, as well as to strategic partners and stakeholders.
• Demonstrable analytical and problem-solving skills with ability to balance multiple priorities
• Ability to communicate difficult concepts and ability to negotiate with other leaders to adopt a different point of view
• Ability to deliver high-quality results in a heavy multitasking environment

• ITIL v3 or ITIL v4 Foundation Certification

• Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk

• Positive, get it done tenacious attitude that works well with others