Service Manager - Philadelphia, PA

Position ID: NAL-13-175
Type: Contract
Duration: 1 year

Job Description:

The Service Manager is a member of the Production Support team who will be responsible for creating, implementing and sustaining tools and processes in maintaining the availability of products and services.

PRINCIPAL ACCOUNTABILITIES/ESSENTIAL FUNCTIONS:

• Help to define and execute
• Service Levels and Adherence to them
• Monitoring Strategies, Tools and Procedures
• Stakeholder management and executive communications escalation
• Triage Procedures (including enhancing exiting triage procedures)
• Ensures that service-levelissues are responded to and that normal service operations are restored as quickly as possible
• Identifies and leads the implementation of creative process and technology solutions within the team
• Provides mentorship and team development opportunities
• Assists in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services.
• Identifies and recommends opportunities for “clean-slate” process improvement with regards to incident management, fault monitoring, triage procedures and issue escalation 
• Develops procedures for incident triage and management, metric and measure creation, management and administration of monitoring tools 
• Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
• Monitors systems and servicesfor most efficient operation, identifying fault conditions as well as opportunities for further optimization
• Manage on-call list for various resources
• Maintains escalation and contact lists for mission critical systems and services

SKILLS REQUIREMENTS:

•  Excellent leadership, organizational, communication, customer service, problem solving and interpersonal skills

•  At least 5 years of experience in a technology operations setting. 

•  Greenfield experience creating teams, tools and processesis preferred

•  Ability to be on call off hours for a certain number of days every month.

•  Solid understanding of all applications, equipment and software currently being used throughout the company

•  Strong hands-on technical experience (previous experience as a Linux/Unix system administrator is preferred)

•  Scripting / programming experience desired.

•  Understanding of cable and IP technologies (including Tru2way) is a plus.

•  Ability to effectively identify, triage and drive resolution of incidents, assist in change management and deployment support

•  Experience in supporting business objectives in a partnered/outsourced model

Interested candidates can send resumes to smarappan@nallas.com