Manager Client Technology

Overview

Senior operations role providing leadership for a team of up to 35 engineers supporting 100+ clients on a rotating shift pattern.

What you'll do

• Lead the efficient and professional execution of activities associated with providing a high level of hospitality for the client's mission critical system.
• Hold primary responsibility for rating and reviewing each employee rotating with the Duty Manager, with input from the Tower Manager.
• Detect and quickly remediate major incidents and critical issues during your shift.
• Ensure all client requests, incidents and problems are addressed in a timely and professional manner.
• Run stand-up calls to manage proper hand-over of activities and client status between shifts and teams.
• Allocate resources across teams as necessary to provide efficient, effective resolution of issues.
• Identify and implement operational process improvements across teams.
• Provide detailed and accurate job performance feedback for each resource working under your guidance.
• Act as Change Approver, Quality Controller and Post Change Validation owner within your shift.
• Supervise employee attendance and participation.
• Assist Shift Site Reliability Engineers with client communication and escalations.
• Inspire and motivate employees on your rotating shift.
• Drive results through agreed KPIs for alerts, monitoring tools, and case/SNOW metrics.

Details

• Works a rotating shift pattern.
• Employees hard-line into their Tower Manager, with a dotted line to the Duty Manager.