Technical Operations Associate Manager

In this role, you will:

• Supervise team and oversee processes to ensure timely completion, quality and compliance in Technology Operations
• Manage the operational outcomes of key IT services delivered by Knowledge publishing Operations, Knowledge Management, IT Service Management, network services and operations, database services, infrastructure services including server and storage services
• Identify opportunities for process improvement and risk control development
• Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business
• Manage backups and recovery, ensure recovery includes periodic tests to ensure business continuity
• Work with IT Risk Management, Compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
• Institute controls in partnership with Operation Risks to ensure risk management is sustainable
• Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed
• Make daily supervisory decisions and resolve issues related to technology operations
• Collaborate with and consult with peers, colleagues and managers
• Manage allocation of people and financial resources for technology operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of experience working in Managing a team of individual contributors in Operations
• 2+ years of experience working in Knowledge Management
• 1+ years of experience working as ServiceNow Platform
• 1+ years of Leadership experience

Desired Qualifications:

• Experience managing a team of technical writers and knowledge management resources
• Strong ITSM process knowledge, specifically Knowledge Management, Incident, Problem, SR & SL management
• Experience in requirement gathering, driving operations initiatives
• Extensive experience in Preparing presentations materials, MS office suite, Excel, Visio workflows
• Excellent technical troubleshooting skills, specifically in ServiceNow platform preferred
• Extensive experience in Product taxonomy, Agile methodologies, ways of working- gathering requirements, stories writing, working with development, testing, release
• ITIL Foundation Certified
• Certified ServiceNow Administrator

Job Expectations:

• Manage a team of individual contributors that includes technical writers and knowledge management resources in operations
• Drive Operational initiatives
• Track baseline and progress reporting
• Groom resources and define career path
• Alignment to strategic objectives and roadmap
• Enable productivity and process adherence amongst team members.
• Conduct Performance reviews and take corrective actions as needed.
• Prepare operational reports, dashboards and presentation materials.
• Liaison between Service desk operations, knowledge management and Technical writers to meet operational objectives
• Telecommuting is not an option for this position
• This position offers a hybrid work schedule
• Relocation assistance in not available for this position
• This position is not eligible for visa sponsorship