Service Delivery Manager

Overview

We're looking for a Service Delivery Manager based out of Columbus, GA who has experience working with Offshore teams. This is a full-time permanent position.

Responsibilities

• Incident management of Business Applications, Windows & Linux Server/OS support, Networking, Database, Microsoft productivity tools, TIBCO, Service Now L2 & L3 operations using established Runbooks and ensuring that the Runbooks are up to date as new issues are experienced.
• Adherence to meet/exceed set SLA's agreed upon in the SOW.
• Providing daily/weekly/monthly account status reports.
• Open to help grow the account by learning about client challenges and bringing it to the Scicom management team's attention.

Qualifications

• 12+ years IT operations & Application support experience
• Responsible for managing Level 2 & Level 3 Incidents, Service requests
• Hands on experience working on handling major incident calls
• Perform regular project updates, host weekly meetings, manage templates, documents, and contact lists.
• Knowledge of cloud computing with exposure to AWS, Azure, and Google
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
• Identify Incidents for review
• Document troubleshooting steps and service restoration details
• Create and submit knowledge articles
• Participate in Incident review following major Incidents
• Identify potential problems and/or increasing trend of repetitive Incidents
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Act as a point-of-contact and advisor to the client for day to day operational issues
• Provide technical expertise in extracting, integrating, and analyzing critical program data
• Coordinate and implement performance metrics and success criteria across initiatives with reporting and data teams
• Capture lessons learned and process changes for continuous improvement
• Experience in a multi-product, multi-vendor network integration environment in Banking
• Bachelor’s degree (minimum) in a computer science, engineering discipline or equivalent industry experience
• Strong oral and written communications skills
• Highly productive quick learner that seeks and accepts challenges
• Excellent team player with Can-Do attitude and works well under pressure