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Systems Service Delivery Manager
Great West Financial
Denver (Dtc), CO, United States
Job Details - this job has expired, please see similar jobs below
Position Highlights
The purpose of this job is to manage tactical operations within the Service Delivery team in order to monitor and maintain the EASY back-end production system. This includes managing personnel that addresses issues submitted via ticketing system(s), program scheduling via the workload automation tool, CA AutoSys, and special project work as needed. The manager is expected to coordinate resource scheduling to ensure adequate coverage for daily operations, after-hours support, support for major events and future resource capacity planning. The manager is required to provide performance reporting and analytics on support metrics including request volume, service quality, and system failures.
Primary Responsibilities
1. Ensures that team members perform work as prescribed by policies and procedures in order to achieve productivity, service, quality standards quotas and goals. Administers and executes team policies and procedures.
2. Assigns individual staff to projects of varying scope. Ensures projects are completed on time and within predefined requirements and budgets. Communicates projects status to project teams and liaises project issues to systems and business leadership as necessary. Accountable for team performance within assigned projects.
3. Participates in budget planning processes. Depending on assigned area(s), may be responsible for all budget aspects of department.
4. Makes decisions / recommendations on pay, performance, appraisals, work schedules, disciplinary actions, and hiring.
5. Leads strategic initiatives to mitigate and / or alleviate back-end application issues, including opportunities for process automation.
6. Assigns responsibility to team members to achieve productivity, service, and quality standards. Has limited authority to make exceptions to policy and procedures.
7. Manages workload automation tool performance, maintenance, upgrades, capacity, and disaster mitigation plans.
8. Actively monitors service agreements, warranties, and life-expectancy of production tools used for job scheduling and managed file transfers in order to advise management of future needs and expenses to ensure business continuity.
9. Reports production health status to key stakeholders in management, EASY systems, and Technical Infrastructure regarding program performance and system failures.
10. Works closely with counterpart(s) in Bangalore to ensure smooth transition of daily responsibilities as well as to address training needs and strategic initiatives.
11. Completes other duties as assigned.
Qualifications
Bachelor’s degree in Computer Science or Information Systems or equivalent experience. Master's degree in related systems or business field is strongly desired.
Preferred Qualifications:
Ability to:
• proactively manage support and maintenance of high-volume, transactional processing system with close attention to impacts of outages to business operations
• actively manage workload automation tool maintenance, upgrades, performance, capacity, and disaster mitigation plans
• quickly and efficiently coordinate tasks to address system-critical program failures
• communicate in a friendly and professional manner with customers and colleagues
• remain calm in stressful situations
• analyze team performance metrics and allocate resources to maximize efficiencies and productivity
Possess knowledge and understanding of:
• technical troubleshooting methods
• workload automation systems
• UNIX operating system, including familiarity with shell scripting (C / Korn, Perl)
• back-end system processing (database and programs)
• SQL, PL/SQL
• Support center resource allocation and staffing
Minimum experience:
• 6 years providing technical support of an enterprise software system in a customer-facing role.
• 2 years experience leading projects while being accountable for team performance
2 years experience directly managing people
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