Experience Level: 15+ years
Note: Only locals in WA (PST zone)
Responsibilities:
- Oversee delivery of multi-cloud support service by coordinating efforts of multiple teams to ensure timely and high quality response.
- Responsible for ensuring compliance with defined service level agreements(SLA) and Key performance indicators (KPI)Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
- Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.
- Foster positive work environment and build culture of automation & innovation to improve service delivery performance.
- Maintain positive relationship with all stakeholders and ensure proactive response to their inquiries and concerns.
- Prepare operational/strategic reports based on defined cadences and present to Steering & Operational committees.
- Proactive identification of issues and risks, prepare strong mitigation/resolution plans.
- Experience:10+ years of progressive experience working as a Technical Delivery Manager or Service Delivery Manager.
- Strong multi-cloud (preferred AWS & Azure) and operations management skills.
- ITIL or similar certifications strongly preferred.
- Excellent communication, research, analytical, and documentation skills.
- Ability to handle multiple, concurrent activities; manage teams effectively and be responsive to users and stakeholders in a timely manner.
Skills:
- L2, L3 support
- Incident Manager
- Service manager
- JIRA/Service now
- Any implemented process and performance improvement
- Cloud platform
- Any certification in cloud (Optional)
