Availability Manager, Mid-level (Swing or Night Shift)
What you will be doing:
Independent Software is seeking an Availability Manager to supervise the centralized/field operations staff in the activities associated with identifying, prioritizing, and resolving operational problems or hardware installations. Refers problems to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance.
Requirements:
- Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities.
- Facilitates customer relationships and satisfaction while ensuring adherence to company policies and processes. Investigate matters of significance, recommend appropriate courses of action, and implement them.
- Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
- Implements moderately complex core business processes and assists in process improvement initiatives to enhance customer service. Identifies process matters of significance or enhancements and implements them.
- Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
- Prepare and recommend operating and personnel budgets for approval. Monitor spending for adherence to budget and recommend variances as necessary.
- Can follow detailed work instructions
- Experience with enterprise management monitoring tools such as Remedy, ServiceNow, HP Openview, and Solarwinds is a plus.
- Must be available to work from 12 PM to 8 PM
Experience and Education Requirement:
Must have seven (7) years of experience that combines work history and education.
A Master’s degree is equivalent to 6 years of experience; a Bachelor’s degree is equivalent to 4 years of experience; and an associate’s degree is equivalent to 2 years of experience.
Clearance Required: Must possess an active TS/SCI with Polygraph to be considered for this role.
Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.