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This position is responsible for leading a team of billing software application administrators ensuring that production support and environment management requirements are met for ICOMS and CRM. Ensures team is meeting service level objectives for configuration, system and batch monitoring, custom code deployment, job scheduling and automation, and application of ICOMS and CRM release upgrades, enhancements, and hyper fixes. Works with management to implement process improvements and provide solutions to complex problems. Also supervises an off-shore team that provides overnight production support ensuring that the team if fulfilling their responsibilities and working with vendor coordinator to resolve any issues.. Coordinates schedules to ensure appropriate coverage throughout each business day. Sets the on-call schedule and approves vacation requests. Leads the effort of defining the strategic direction for software tools to ensure adherence to service level objectives.
MAJOR DUTIES AND RESPONSIBILITIES
Actively participates in all projects providing daily supervision and delegating test tasks to release managers. Participates as team member to assist with conversions and migrations to IT hosted platforms as well as other special projects. Works closely with field and corporate staff to evaluate business requirements related to the use and configuration of various IT business support applications.
Mentors and provides guidance to team; ensures staff have appropriate training, skill levels, and expertise.
Makes strong contributions to department knowledge and helps drive methodology and technical direction.
Working in a team environment, selects appropriate techniques to solve challenging problems.
First escalation point for resolving issues.
Manage relationships and coordinate work between different teams at different locations. Works cooperatively with other department resources to accomplish objectives.
Ensures that department policies are followed to ensure that internal, external, PCI, and Sarbanes-Oxley compliance requirements are met.
Participates in weekly change management calls. Coordinates and communicates maintenance windows.
Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions.
Responsible for documenting procedures and working with technical writers to publish user guides and support documents.
Assists with end user training and providing solutions to resolve issues.
Perform other duties as requested or assigned by management.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Experience supporting a large production billing operation.
Experience supervising a team responsible for a large number of batch processes and complex schedules.
Experience with IBM Power systems and OS V7r1 or higher.
Proficient with use of Microsoft Office, MS Project, and Visio
Excellent technical, communication, and interpersonal skills
Must have the ability to work independently.
Must have the ability to support multiple initiatives in a fast rapid environment.
Must be detail-oriented and produce work with a high degree of accuracy.
Ability to work on multiple projects simultaneously and establish and adhere to timelines.
Skills/Abilities and Knowledge
Knowledge of cable television industry
4-5 years ICOMS Billing Experience
Experience using automated solutions from Helpsystems such as Robot Schedule, Replay, Alert, Reports, Sequel, Abstract, and Esend.
Experience with Remedy ticketing system.
Exposure to Aldon's LMI software for change management.
Experience with PCI and Sarbanes-Oxley testing procedures and audit processes.
Ability to professionally document processes and create project and test plans.
ITIL Foundation certification.
Bachelor's degree in IT or related field is preferred from four-year college or university; or equivalent training, education and experience.
Related Work Experience
Some weekend and night work
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