Service Operations Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the service operations job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired. Read the complete guides below for more details.

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  • Pick from the thousands of curated job responsibilities used by the leading companies

  • Tailor your resume by selecting wording that best fits for each job you apply

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GG
G Gleason
Gabe
Gleason
889 Amely Haven
New York
NY
889 Amely Haven
New York
NY
Experience Experience
03/2014 – present
Chicago, IL
Specialist / Engineer Service Operations
Specialist / Engineer Service Operations
03/2014 – present
Chicago, IL
Specialist / Engineer Service Operations
03/2014 – present
  • Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
  • Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
  • Manage and coordinate incident tickets until resolution has been performed or transferred to new resolver group
  • Continual service improvement of monitoring and incident management procedures
  • Work from technical design to create Service Catalog offerings, categories, business services & related artifacts/forms in ServiceNow
  • Identify areas of concern for Data Quality and raise to team- work to improve quality through various methods - discovery modification, data imports, etc
  • To provide onsite support to Users during the cutover of the services
12/2007 – 09/2013
Houston, TX
Service Operations Specialist
Service Operations Specialist
12/2007 – 09/2013
Houston, TX
Service Operations Specialist
12/2007 – 09/2013
  • Assisting Production Management Analysts in setting performance targets; and managing performance against them
  • Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
  • Work with Release Management and Transition Management on application configurations changes
  • Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
  • Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
  • Working with team members to identify areas of focus, where training may improve team performance, and improving incident resolution
  • Work on proactive initiatives to improve the service. This includes writing scripts, reviewing usage, analysing performance and capacity, etc
02/2004 – 07/2007
Detroit, MI
Service Operations Engineer
Service Operations Engineer
02/2004 – 07/2007
Detroit, MI
Service Operations Engineer
02/2004 – 07/2007
  • Works with other departments, customers, vendors, and partners to provide efficient fault determination and resolution of network and systems outages
  • Monitor all standard and non-standard systems to ensure all systems are performing according to service specifications and service level agreements
  • Groups and Permissions for Accessing Server
  • Conducts the analysis, definition, documentation and testing of application & systems enhancements
  • Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
  • Performs testing of installs
  • Updates the configuration database on a scheduled basis, and provide real-time and postmortem outage notification and reporting
Education Education
Bachelor’s Degree in Business Administration
Loyola University Chicago
Bachelor’s Degree in Business Administration
Skills Skills
  • Develop a consolidated management-level dashboard of relevant metrics, including number of implementations by month, number of open issues and defects, first pass rates and project status
  • Ability to multi-task and balance project work within highly demanding environment
  • Design and maintain a cross-team release and project status reporting mechanism that can be used by senior management to ensure that projects are tracking according to schedule
  • Methodical and with a good attention to detail
  • Strong interpersonal skills and ability to be a team player
  • Strong interpersonal skills and the ability to work independently as well as a team player
  • Willing to be responsible and accountable for tasks
  • Ability to work effectively under pressure to provide timely and accurate solutions to system problems
  • Good Understanding of ITIL Processes
  • General knowledge of storage area network as it pertains to backup services infrastructure
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1

GT Service Operations Continuous Improvement Asia Pacific Resume Examples & Samples

  • Asia Pacific coverage and leadership for the Resiliency (BPI) and Capacity (Headroom) practices
  • Leading the growth in coverage to all LOB/Countries in the region for the BPI and Headroom process
  • Leading the improvement of the BPI/Headroom process to adapt to local needs/conditions
  • Coaching LOB/Country teams in the use of BPI and Headroom measures as part of a managing process for Continuous Improvement
  • Leading local adoption and use of global Incident and Resiliency reporting and management practices
  • Leading the improvement of global Incident and Resiliency reporting capability to adapt to local needs/conditions
  • Capable Influencer – pragmatic approach – manage stakeholders – knows the audience
  • Analytical mind, capability to go get the skills required to get the job done if they are lacking in the existing organization
  • Confident and capable of challenging functional managers around service, and drive global resolution of issues
  • 10 years of application, infrastructure technology and service delivery experience
  • Demonstrable success in managing a range of key infrastructure or application technologies
  • Sufficient understanding of Service Management practices to drive SME involvement in identification, analysis, validation and proposal of service improvement opportunities; especially
  • Availability Management
  • Service Improvement
  • A good understanding of measurement frameworks, SLA’s, KPI’s, customer satisfaction methodologies et al
  • In depth Knowledge of end-to-end technology lifecycle
  • Track record in managing of service risk and/or audit compliance
  • Managed global IT service delivery teams
  • ITIL methodologies
  • Quality Management methodologies e.g. CMMI, Six Sigma, MSA, QFD, FMEA, APQP, TQM, COBIT
  • Previous exposure to an IT service improvement program or business growth initiatives
  • Understanding of JPMC tools, particularly those that are critical to the end-to-end technology lifecycle
  • Understanding of JPMC IT support models, processes, practices
  • BSc (Hons) level or equivalent industry experience
  • ITIL v3 (education and understanding required - accreditation helpful)
  • Any of the following will be helpful: CMMI, Six Sigma, MSA, QFD, FMEA, APQP, TQM, COBIT
2

SAN Engineer, Global Service Operations Resume Examples & Samples

  • Providing on-going improvements to event monitoring in agreement with level 3 teams
  • Provide Level 2 production support for distributed storage environment including accurate problem identification, ticket documentation and customer/vendor engagement
  • Good understanding of impact and importance of storage services to customers. Sense of urgency around critical issues
3

Service Operations Manageri Resume Examples & Samples

  • Develop and drive strategies and programs which improve the operational effectiveness & efficiency of the organization
  • Review and develop procedures/workflows ensuring customers are being provided with exceptional service
  • Build and partner productive working relationships with customer representatives, peers, leadership with an emphasis on achieving common business objectives
  • Collaborate with application & infrastructure departments in the analysis & evaluation of current monitoring systems and informational/alerting workflows; design & implement process changes and recommend technology enhancements increasing the effectiveness of alert responsiveness
  • Review, lead and assist in toolset development targeting organizational efficiencies and effectiveness
  • Develop and present executive summaries/dashboard reporting as required to business senior leadership (CIOs, VPs)
  • Develop and present snapshot and trend analyses
  • Foster a culture of teamwork, unity, accountability, responsibility and respect
  • B.S. degree in Information Technology, Business Administration or other relevant technical discipline
  • Minimum 5 years experience in an IT infrastructure or software operations and management role
  • Hands-on experience either as an infrastructure or software technologist, delivering and/or managing services
  • Proven experience working with monitoring tool suites
  • Experience with ITIL concepts
  • Demonstrated ability to yield high customer satisfaction
  • Demonstrated ability to handle multiple tasks with little to no forewarning
  • Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
  • Proven experience utilizing Microsoft Office tools
  • Strong team builder
  • Self-starter who is results oriented
  • Able to solve complex problems using a combination of people, process, and technology
  • Proven experience being detail-oriented
  • Experience managing projects
  • Be a technology expert – passionate about technology, automation, programming, tooling, and solutions development
  • Experience with & certifications in the following tool suites: HP, BMC, CA, and Service Now, NetApp OnCommand, VMware VCops
  • Operations experience in a NOC or other front-line respondent role in a large corporate environment
  • ITIL Certified
  • Infrastructure capacity planning experience
  • Analyze and communicate capacity trending and analysis
  • Experience with integration across multiple IT tools
4

NAS Engineer, Global Service Operations Resume Examples & Samples

  • The Level 2 Operations function is the Primary contact point for level 2 Storage service and support activities. The function provides 24 x7 coverage
  • The role has customer engagement. Both Customer teams and GTI teams engage storage operations via Incident ticket, service request tools, email, instant messaging and telephone
  • NAS Shift members are responsible for monitoring and completion of all incoming incident and service request workload to the required SLAs
  • Attendance on technical bridges with technology teams to drive resolution of incidents
  • Customers
  • Perform scheduled housekeeping activities
  • Make on-going improvements to event monitoring in agreement with level 3 teams
  • Ensure environmental testing and DR tests are completed successfully as required
  • Track and report service metrics as defined
  • Familiar with storage products - Storage Area Networks (SAN), Enterprise Storage Arrays, Network Attached Storage (NAS)
  • Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX
  • Articulates the business value and impact of technical and non-technical information and understands when to escalate issues
  • Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue
  • Delivers project and process documentation for small-to medium-scale projects and drives compliance with structured Project Delivery Process
  • Ensures information controls, back-up and recovery strategies are in place across all environments
  • Must have a strong technology background to understand change requests and to recommend alternate solutions
  • Ability to communicate clear and concise information in support of team and firm goals
5

GTI Service Operations Resume Examples & Samples

  • Current Risk & Controls experience within a large organization (min 5 years experience)
  • Proven project management skills and experience
  • Proven experience reviewing applications and infrastructure against defined control requirements
  • Knowledge of regulatory and corporate requirements such as SOX and SSAE16, etc
  • Knowledge of controls frameworks such as COSO, COBIT, FFIEC
  • Keon; Enterprise Password Vault (Support Groups/SSA Groups); Access Recertification Tools; Active Directory and implementation within a large organization
  • High level of technical understanding of the various platforms, networks, and applications that comprise the Infrastructure environment
  • Excellent analytic and problem solving skills
  • Excellent planning, coordination and implementation skills, and the ability to work collaboratively across towers and functions to deliver and execute
  • Experience implementing process change and working with globally dispersed teams
6

SAN Engineer, Service Operations Resume Examples & Samples

  • Resolving high priority incident tickets, up to P1S1
  • Coordinating and driving both internal and external vendor IT support teams in resolution activities
  • Executing assigned Service Request to JPMC standards and controls
  • Ensuring environmental testing and Disaster Recovery/Business Continuity tests are completed successfully as required
  • Capable of acting as business liaison, translating business needs to technical requirements and providing point of contact to business during high impact incidents
  • Good problem solving and analytical skills
7

Guardium Service Operations Analyst Resume Examples & Samples

  • Maintaining an existing Guardium implementation and the subsequent migration onto the DAM service
  • Stabilize the environment and addressing a number of known problems
  • Make changes to the infrastructure to align it with global service prior to migration
  • Incident management, problem management, patch management, change management and request management
  • Work in close alignment with the Service Owner, tracking key performance and capacity metrics to ensure the on-going uptime of the infrastructure
  • Work across multiple teams, including JPMC technology towers and the vendor
  • On a periodic basis, you will also be expected to provide updates to senior management, LoB stakeholders and the broader database community
  • Minimum of 5+ years experience of distributed computing technologies
  • Minimum of 2-3+ years experience operating Guardium Infrastructure
  • Minimum of 2+ years experience of database technologies – one or more from Oracle, Sybase, SQL Server or DB2 UDB
  • Minimum of 1-3+ years experience of Linux operating system
  • Minimum of 1-3+ years of experience in the financial services sector
  • System admin experience in either Unix or Windows operating systems
  • Good working knowledge of either phython or perl scripting languages
  • Good working knowledge of Database Security Standards
  • Comfortable facilitating cross-technology & cross-tower meetings
8

GTI Service Operations Risk & Controls Business Continuity Function Lead Resume Examples & Samples

  • Basic knowledge of controls frameworks: COSO, COBIT, FFIEC
  • IT Risk Management/Audit industry certification, i.e. CISM (Certified Information Security Manager), CISSP (Certified Information Systems Security Professional), CRM (Certified Risk Manager) and CISA (Certified Information Systems Auditor), a plus
  • Proven experience reviewing/assessing applications and infrastructure against defined CSA/ASA control testing
  • Understand the concepts of Risk Polices, Standards and Procedures, inherent risk, residual risk
  • Familiarity of regulatory and corporate requirements such as SOX and SSAE16, MAS, etc
  • Understand Business Impact Analysis (BIA), Business Continuity Plans (BCP) and Technology Recovery Plans (TRP). Understands resiliency testing and the importance to stay compliant
  • Have a sense of ownership for an identified control break, working with owners to affectively mitigate/manage the identified risk
  • Proficient technical skills, including: audit, business analysis, change management, IT Risk Management, operation systems and data sources knowledge, performance metrics and reporting, technical problem resolution, project management, and vendor management
  • Wintel/Unix/Mainframe
  • Current Risk-based experience within a large organization (min 5 years experience)
  • Excellent analytic and problem solving skills, positive self-starter with proactive approach and excellent time mgt and prioritization skills
  • Ability to communicate ideas in a clear, concise manner, at all levels of the organization
  • Experience implementing process change and working with globally dispersed teams, and hands on experience with MS Office products (e.g. Excel, Word and PowerPoint)
9

GTI Service Operations Risk & Controls Business Continuity Function Lead-VP Resume Examples & Samples

  • Business Continuity / Disaster Recovery (BCDR) – work with Service Operations plan owners to ensure that Business Impact Analyses (BIAs), Business Continuity Plans (BCPs) and Technology Recovery Plans (TRPs) are in place and are accurate, complete and on-time
  • Third Party Oversight (TPO) – assist vendor contract owners with onboarding, maintenance and scheduled re-certification of their vendor contracts, while managing the risk and control aspects of the vendor relationships and contractual agreements
  • Application Security – facilitate the timely and accurate completion of the Application Security Assessment (ASA) process in the risk repository tool (currently Phoenix), and work with application owners in managing the risk and controls aspects of the applications they own
  • Expertise in the risk & controls environment including risk identification, control evaluation, testing, sampling methodologies, technology controls, audit engagement process, controls substantiation, etc
  • Solid level of technical understanding of the various platforms, networks, and applications that comprise the Infrastructure environment
  • Prior IT Audit or IRM experiences a plus. Experience with High Availability applications, infrastructure, and disaster recovery a plus
  • Ensure that the globally consistent processes established for all SO Risk & Control disciplines are followed
  • Perform advisory role on application control breaks and issue identification and provide direct ASA support
  • Understand and/or have experience with vendor/contract management and the risks and controls involved
  • Provide all relevant risk reporting and scorecarding, and other risk & controls related reporting as appropriate and needed
  • Knowledge within the following risk domains/technologies but not limited to
  • Database and application security
  • System/Access Administration/Access Recertification/Privileged Access/Change Management
  • Network Architecture
  • Good planning, coordination and implementation skills, and the ability to work across towers and functions to deliver and execute
  • Proficient verbal and written communication skills
  • Proficient risk assessment, interpretation, analytical and negotiation skills
  • Comfortable questioning the status quo and quizzing those more technically qualified with the aim of teasing out potential control gaps for remediation
  • Other Skills
10

Service Operations Provisioning Manager Resume Examples & Samples

  • Provisioning Manager acts as the single point of contact for customer escalations for all service provisioning related issues
  • Accountable of all customers SLA for the service provisioning activities as detailed by the contract
  • Simplifies the customer’s experience as required by contractual obligations
  • Meet with customers to present action plans as required
  • Provides technical support by prioritizing, troubleshooting, characterizing, and escalating customer reported problems within the provisioning cycle
  • Maintains high level of technical product knowledge
  • Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required
  • Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets
  • Keeps abreast of leading edge IT technology in the specific market/industry of the customer
  • Perform trend analysis in order to solve problem and achieve Customer S.L.A.’s (for dedicated Customer’s)
  • Act as ITIL problem manager when required, find root cause and implement the required action plan
  • Ability to work under pressure
  • Strong analytical skills with deductive reasoning capabilities
  • Interest in acquiring technical and business knowledge relating to many customers
  • In depth knowledge of telecommunications industry, more specifically in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management)
  • Solid understanding of the telecommunications industry, specifically competitor products & services
  • Leader, self-reliant and team player who can function with little supervision or direction
  • College or University diploma or equivalent experience
  • Customer facing skills and experience a must
  • 2 years or more industry experience
11

Service Operations Resume Examples & Samples

  • Proficiency in all Microsoft Office Programs, including Word, PowerPoint, Excel, and Access
  • Related work experience
  • Commitment to preserving confidentiality
  • CPT and ICD codes
  • Claims experience
  • Previous inbound call center or related customer service experience
12

Director, Service & Operations Resume Examples & Samples

  • Build a world-class customer services team for the Investment Advisors Division
  • Serves as chief liaison with registered investment advisor’s onboarding and servicing clients to ensure a successful transition and timely response of all home office related questions for RIA firm
  • Implement regular calls and meetings with registered IAD clients to enhance communication and relationship building with IAD firms and advisors
  • Develop and implement new programs to provide improved service to IAD offices and conduct continuous improvement for new client and advisor protocols
  • Determine best method to resolve issues to ensure client satisfaction and adherence to company policies. Respond to inquiries from our registered advisors, regarding IAD policies and procedures and industry rules and regulations
  • Develop and implement strategies to enhance back office operations that support the Investment Advisors Division. Work with regional teams and assist them in achieving their goals and implementing initiatives to achieve a strategic vision
  • Maintain records of incoming calls, resolutions to the calls, and any contact to follow-up with IAD clients
  • Recommend changes to existing policies and procedures to improve efficiency and enhance the experience for RIA clients
  • Serve as a member of the leadership team in developing short and long term goals and initiatives to achieve strategic vision
  • Serve as primary liaison for business unit with partner firms to organize educational offerings
  • Effectively manage associates, plans and programs to insure the attainment of current and future objectives
  • Keeps all appropriate parties up-to-date on decisions, changes and other relevant information
  • RIA custodial business
  • Company’s working structure, policies, mission, strategies, and compliance guidelines
  • Advanced concepts, principles and practices of assigned functional area
  • Principles of banking and finance and securities industry operations
  • Back office systems
  • Follow-up to ensure resolution and completion of tasks
  • Partner with other functional areas to accomplish objectives
  • Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
  • Incorporate needs, wants and goals from different business unit perspectives into operational processes
  • Gather information, identify linkages and trends and apply findings to operations
  • Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes
  • Identify problems, gather facts, and develop solutions
  • Initiate projects, measure risks and analyze impact on the business
  • Provide a high level of customer service in a calm, courteous and professional manner
  • Use effective oral and written communication skills sufficient enough to communicate and interact effectively with advisors
  • Bachelor’s Degree from four-year college or university and a minimum of five (5) years experience in the financial services industry
13

Av Service Manager, Global Service Operations Resume Examples & Samples

  • 5+ years in service management experience
  • Management experience a plus
  • ITIL framework experience and application of best practices in a professional environment (certification a plus)
  • Experience with the creation, review and management of technical and process documentation
  • Experience with Incident/Problem Management systems and processes
  • Experience translating between technical and non technical lexicon (i.e. acting as an intermediary between technical resources and users/management and/or other potentially non-technical stakeholders
  • Technical knowledge of Multimedia products/services is a plus
14

Head of Field Service Operations Resume Examples & Samples

  • Be responsible for the delivery of MS and NRO services for local customers across the country (NL)
  • Understand customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
  • Implement delivery strategies and directives, including resource management and a multi-customer delivery environment within FSO delivery unit
  • Maintain competence and capability in an evolving multi customer environment
  • Drive forecasting, dimensioning and optimization of FSO delivery capacity based on business needs and project requirements/plans
  • Maintain the customer networks to meet our contractual KPI's
  • Implement and drive the regional and global delivery strategy including processes, tools and competence management dedicated to FSO Mode of Operations
  • Maintain the RAN network through timely incident resolution 24/7
  • Act as the functional escalation point for performance issues involving FSO delivery organization,
  • Profit/loss understanding and cost responsibility for the FSO Delivery Unit
  • Manage performance and readiness of external partners (ASP’s) involving in to the projects
  • Maintain operability through planned and preventative maintenance duties
  • Deep understanding of the ICT Industry's business preferably with experience in operational management within Managed Services & Network Rollout area
  • Performance-oriented; have the motivation, discipline and tenacity to reach results. Expresses balance and authority and shows courage and stability in taking decisions in difficult situations (e.g. emergencies or crisis situations)
  • Ability to deal with stress. Achieve results under high pressure and manage relationships in a stressful environment, ability to prioritize and works under tight deadlines
  • Strong track record in people leadership and coaching to leading a high energy, customer-centric and performance-driven organization
  • Consultative skills. Builds up a solid relationship with the customers. Is able to negotiate persuasively. Stimulates and motivates colleagues
  • Influencing skills. Asserts own ideas, alternatives and convinces others. Gains support and commitment from other team members. Works towards win/win solutions
  • Persuasion. Able to have the right arguments to convince others of standpoints with respect to certain plans, idea’s or services
  • Good understanding of financial & commercial aspects (have cost obsession skills) as well as the pillars in delivery: Processes/Procedures, People/Organization, Tools/Systems
  • Vast experience in forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes
  • Thought leadership and commercial understanding as needed to identify short and long term business priorities
  • Proven track record of successful delivery in a complex and challenging environment
  • Independent & flexible, take initiative and ability to see what needs to be done, pro-active
  • Fluent in English and Dutch
15

Service Operations / Guidance Center Resume Examples & Samples

  • Bilingual Spanish/English
  • 1-2 years previous experience working in a customer service environment
  • Self-starter and able to succeed with minimal remote supervision or direct managerial oversight
  • Problem solver with ability to engage with others collaboratively
  • Strong analytical and decision making skills
16

Lead, Service Operations Resume Examples & Samples

  • Providing 24x7 live site support for network incident and outage detection, triage, analysis, engagement and mitigation Investigating and diagnosing network issues in the core, backbone and edge leading to risk of or actual degradation of Online Services availability or reliability
  • Partnering and following up with other network and services live site operations teams as needed to resolve transport network incidents and their impact
  • Creating and maintaining operational documentation such as TSGs, Standard Operating Procedures, and any needed post incident review details
  • This role interacts closely with engineering and tools teams across the organization to continuously drive improvement in automation and triage of network incident resolution and rapid outage detection and mitigation
  • Transmission (DS1/DS3/SONET), Switching (circuit-switching/SS7) and TCP/IP (routers/higher-layer protocols)
  • Good working knowledge of IP networking fundamentals and optical transport technologies
  • The person in this role must have strong analytical skills as well as the ability to identify and troubleshoot basic network problems using general commands (ping, trace, nslookup, etc)
  • Working knowledge of routing protocols such as OSPF and BGP, and fiber optic cable specifications
  • Working knowledge of transport technologies such as SONET, SDH, DWDM, T1, T3, etc
  • 3+ years supporting, managing or implementing an internet service provider, telecom, large scale or highly available network services production environment
  • 2+ years of working knowledge and experience troubleshooting networks and infrastructure issues
  • CCNP, JNCIP-SP or similar network certification is not required but comparable level skills are expected
  • BA/BS in Computer Science, Mathematics, Information Systems, Telecommunications, Electrical Engineering or equivalent education or experience
17

Service Operations Specialist Resume Examples & Samples

  • Experience designing and implementing new processes and improving existing ones
  • Strong product knowledge of the Adobe Marketing Cloud products
  • Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)
18

Service Operations Resume Examples & Samples

  • 1 - 3 years customer service experience or experience in medical office/facility
  • Ability to work in a fast paced environment and to handle a constant volume of phone inquiries
  • Strong typing and computer skills and experience using multiple computer applications simultaneously
  • Must possess effective written and verbal communication skills, listening skills, and attention to detail
  • Be available to work during the hours of 7:45am - 9:00pm, Monday – Friday, year round
  • Availability to work overtime as determined by business need
  • Background in health insurance
  • Knowledge of Microsoft office software
19

Service Operations Resume Examples & Samples

  • Prior longevity working within the health service industry and/or service operations
  • Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
  • Working knowledge of Badger and MetaVance
20

Service Operations Center Technical Expert Resume Examples & Samples

  • Monitor the online applications and services’ availability
  • Develop, configure, maintain tools and dashboards
  • Evaluate documented resolution and analyse trends for ways to prevent potential issues
  • Correlate behaviours, dashboards and events in a complex application landscape
  • Make recommendations for continual improvements (in tools, applications, services)
  • Take the ownership of proactive incidents
  • Identify the solution to be implemented
  • Validate the solution implementation
21

Service Operations Resume Examples & Samples

  • Oversee P1/S1 incidents in business aligned areas participating in 24 x 7 production support coverage on a rotating basis with primary hours being 08:00 AM - 05:00 PM Monday - Friday
  • Serve as a line of business or application SME within assigned channel, LOB or technology area
  • Review and analyze incident data and BPI metrics to determine themes, or trends. Followed by actionable items, projects and tactical or long term solutions
  • Demonstrate Leadership to Incident Management and application development staff in driving to resolution of production issues
  • Drive to root cause for production issues owned by CBB/CTO/ES/CWM applications
  • Provide research and analysis of data as is assigned
  • Review, track and communicate major application and Tranche 1 impacting changes to Biz Aligned Team, and overall CCB PAC
  • Participate in or initiate change review meetings with your assigned LOB, channel or technology area. Create a focus and culture on mitigating risk to production, through stringent change management reviews, and increasing visibility of change risk
  • Participate in major event command centers for your assigned LOB monitoring and listening to change release activities, responding to escalation and PAC inquiries to determine the best course of action
  • Review change behaviors and trends (change failures/activation issues), and document and socialize opportunities for improvement with stakeholders
  • Review implementation and validation plans for high risk changes/tranche 1 applications, with a focus on the ability to recover from change failure/activation and validate application health upon change completion
  • Build key relationships with leaders and technical staff supporting LOBs and applications
  • Leverage reporting to initiate and socialize opportunities for improvements. These deliverables may be something that you run, collaborate or consult on
  • Attend business and technical training classes, and on-the-job training sessions as directed by management
  • Bachelors degree or equivalent work
  • 7+ years of experience within a technology environment is required
  • Knowledge of the ITIL Framework is required; a V3 certification is preferred
  • Incident management experience
  • Extensive customer service and client interaction skills
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues
  • Ability to think and act independently to resolve production issues
  • Must display a history of achieving goals in a high performance environment
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations
  • Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
22

Service Operations Specialist Resume Examples & Samples

  • Minimum one-year mortgage experience
  • Ability to work independently and make sound decisions
  • Detailed balancing and validation skills
  • High degree of analytical ability and problem solving skills
  • Ability to multitask and demonstrate willingness to perform various tasks and projects outside scope of regular daily responsibilities
  • Use of MS Word, Excel, MS Project, and MS Access
  • Strong understating of VLS, MSP and CCW
  • Basic knowledge of Escrow Analysis and Insurance
23

Service Operations Specialist Resume Examples & Samples

  • Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPI´s and cost assurance according corporate goals
  • Responsible for Repair Vendor contract management, new repair vendor certifications and repair vendors termination
  • Responsible for establishing Repair procedures that efficiently address customer issues and brings open support items to closure
  • Responsible to develop controls and identify pro­actively opportunities to reduce Penalties caused for not comply with Customer SLA´s
  • Determines areas of improvement on internal processes to adapt to market requirements, technology evolution, and customer demands
  • Interfaces with senior team at the customer organization to represent Motorola support team and address support engagement
  • Establishes productive working relationships within Motorola support and product organizations to efficiently address customer issues
  • Build clear scope of work for each repair supplier, and be accountable for the success of the suppliers
  • Assure local service partners to execute Motorola strategy
  • Knowledge of Customer Service and Repair Operations in the Mobile Phone space Knowledge of warranty financial and post sales operations
  • Strong Experience on Mobile Devices Repair Operations, Engineering or Quality Hands on knowledge of Excel and strong knowledge of basic statistical analysis. Must be a good communicator and team player
  • Proven track record in operations and customer facing situations addressing regional support engagement
  • Bachelor’s degree required, preferably in Engineering or Business Administration Project Management certification a plus
  • Must be fluent in English and Spanish. Fluency in Portuguese a plus
  • Must be fluent in English and Spanish. Fluency in Portuguese a plus ­
24

Service Operations Frontline Leader Resume Examples & Samples

  • Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
  • Provide guidance and leadership to associates and serve as a mentor for their day-to-day activities
  • Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
  • Analyze data to guarantee key performance measures are met, while aiding in the removal of barriers to success
  • Maintain proactive communication with other departments to ensure efficient, accurate and timely responses to internal/external customer needs
  • Previous supervisory experience in dental and/or insurance
  • Applied knowledge of insurance processing, customer service or call center processes and practices
  • Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, etc
  • Has previous experience managing a team of 10+
  • The ability to work in a fast paced environment and juggle multiple demands
  • Previous work at home experience
  • Longevity working in an operational setting
  • General understanding of economic, financial and operational concepts
  • RIMS/QuicLink System
25

Problem & Change Manager, Service Operations Resume Examples & Samples

  • Review and table Requests For Changes (RFCs)
  • Attend and/or chair CAB and ECAB meetings
  • Work with customers, internal teams, partners and suppliers to establish communication, manage expectations and make sure Change activities adhere to schedule
  • Meet with customers on a regular basis to present results and action plans related to Change activities
  • Schedule / Manage vendor Root Cause Analysis (RCA) reviews
  • Work with Vendors and internal support staff to find interim workarounds, root-cause, implement recommended solutions and preventative measures
  • Supports Problem management reporting (KPI’s, Scorecard & Dashboard)
  • Provides recommendations on hardening opportunities and to improve overall Service availability
  • In depth knowledge of telecommunications industry, more specifically in the following fields: Data Center, Managed Services (Voice and IP), LAN/WAN, Applications (e-mail, client-server applications, security, file server management)
  • Preferred Electrical Engineering degree or equivalent
  • Preferred Certification training in Cisco, Juniper, F5 and similar Network Vendors
  • ITIL V3 RCV and OSA certification preferred
26

Service & Operations Analyst Resume Examples & Samples

  • Collect and analyze operational data in order develop initiatives to improve performance in CMS & IRE Star measure
  • Manage operational Stars tracking and communication of Stars performance status to Operations, Stars Leadership, and Market Stars Leaders
  • Manage specialist projects supporting Service & Ops initiatives
  • Work with the clinical areas to develop more automated reports for market reporting and operational reporting
  • Maintain Stars process discipline from Service & Ops Team (manage SharePoint site, maintain project plans, work with Clinical Analytics to develop initiative study designs, etc)
  • Previous experience manipulating data to find key insights which will drive opportunities for improvement
  • Ability to understand service operations
  • Must have the following experience in Excel: creating pivot tables, vlookups, graphing and trending
  • Previous experience managing task oriented assignments and/or projects
  • Experience creating presentations in PowerPoint
  • Excellent PC skills (including MS Word, Excel and PowerPoint)
  • Access experience
  • Previous customer experience background
  • Experience in managed care or health care administration desired
27

Service Operations Associate, SMB Resume Examples & Samples

  • Become an expert in small business products and solutions, both free and paid
  • Support and lead strategic initiatives to grow our business through reactive and proactive service initiatives
  • Support our customers at scale with one to many initiatives inside Facebook, Communities and Help Center in order to educate our customers on our Facebook products
  • Work closely with our partners and sales teams to support our advertising customers and deliver consultative support and education on our Facebook products
  • Gather client and partner feedback and identify trends to enhance our products, support processes, optimize workflows and improve operational efficiency in order to increase customer satisfaction and product adoption
28

Service Operations Analyst Resume Examples & Samples

  • Bachelor’s Degree in Business, Finance, Operations or related fields
  • Strong communication skills both written and verbal is a must as you are communicating daily with the Senior Leadership team and key stakeholder within the Workforce Management Enterprise to ensure the departments are on plan to meet the goal for the day and to take actions as required
  • The ability to make sound and good decisions, strong attention to detail, excellent time management skills and the ability to problem solve
  • Intermediate proficiency in Microsoft Office Word, Excel and PowerPoint
  • Quality Management, Developing Standards, Problem Solving, Process Improvement, and Workload Optimization
  • Strong knowledge of and experience with reporting packages
  • Strong analytical skills with the ability to collect, organize, and communicate data findings with attention to detail and accuracy
29

VP Service Operations Resume Examples & Samples

  • Bachelor's degree in job-related discipline; advanced degree highly desirable
  • 8+ years of successful experience in Service Operations and Logistics/Scheduling Management at progressively responsible levels
  • Broad and well-rounded manager who has extensive practical experience in consulting or services organization
  • Proven record of building successful operations and managing a high performance enterprise
  • Excellent financial, business and industry acumen
  • Outstanding analytical skills
  • Strong leadership and collaborative skills
  • Solid communication skills - written and oral
  • Strategic thinking and planning skills a must
  • Proven ability to deliver against targets and expectations consistently
  • Outstanding conceptual skills
  • Experience with SalesForce or other CRM
  • Consulting experience a plus
  • Interest in education
30

Service Operations Specialist Resume Examples & Samples

  • Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPIs and cost assurance according corporate goals
  • Responsible to develop controls and identify pro­actively opportunities to reduce penalties caused for not complying with customer SLAs
  • Bachelor Degree or Program Degree
  • Knowledge of Customer Service and Repair Operations
  • Must be a good communicator and team player
  • Must be fluent in English and Spanish
  • Knowledge of the Mobile Phone market and repair operations
  • Knowledge of Customer Service and Repair Operations in the Mobile Phone space
  • Knowledge of warranty financials and post sales operations
  • Strong Experience on Mobile Devices Repair Operations, Engineering or Quality
  • Hands on knowledge of Excel and strong knowledge of basic statistical analysis
  • Project Management certification a plus
  • Fluency in Portuguese a plus ­
  • LI-CM1
31

Service Operations Specialist Iv-mortgage Banking Resume Examples & Samples

  • Minimum 1-2 years background in Mortgage Servicing
  • Knowledge of the following systems, I-vault, MSP, VLS, On Demand, Customer Care Workbench, PC knowledge of Microsoft, Word, Excel, Access
  • Must be detail oriented and able to meet service level agreement
  • ACH knowledge preferable
  • Ability to demonstrate strong problem solving skills
  • Ability to work positively in a team atmosphere
32

Team Lead-clearing Service Operations Resume Examples & Samples

  • Provide leadership and coaching to direct reports, including providing work direction and support to team on process or procedures related to daily processing. Ensure resources are properly allocated and workload is managed to meet or exceed all accuracy, transactional processing and quality metrics and standards. Monitor individual and team progress and proactively identify and resolve business issues to mitigate risk
  • Assist and provide coaching to direct reports in resolving escalated issues, while maintaining effective relationships with both our internal and external business partners
  • Responsible for goal setting, managing performance, hiring staff, coaching and developing staff to promote both individual and team success. Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success
  • Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the Clearing organization
  • High School Diploma or Equivalent
  • 3+ years previous experience working on an operations or service team
  • Prior experience coaching or providing indirect leadership to others required
  • Strong organizational and communication skills required, including the ability to explain complex issues in a clear, understandable manner
  • Strong knowledge of operations or service processes, polices, techniques and applicable regulations
  • Experience with Ameriprise operations or service procedures and policies
  • Experience with Lean methodologies
33

Manager, Service Operations Resume Examples & Samples

  • Service Delivery Operations Oversight. Establish and maintain operational guidelines for Application Maintenance and Development service providers for ticket management, performance reporting, and compliance with contractual processes for when work is considered base services and when it is chargeable. Monitor compliance through Service Now reporting and through forums such as the Operations Working Group. Onboard new service providers to WBTS tools and operational processes. Work with WBTS Application Owners when new applications are moved into existing support models to ensure operations are consistent
  • Service Delivery Metrics Review and Recommendations. Review and analyze contractually required Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting from Service Providers to identify trends and issues. Track performance improvement plans to ensure issues are closed and performance returns to acceptable levels. Coordinate and facilitate the periodic service provider delivery meetings. Recommend managed services contract staffing changes (ARC/RRC) based on reported trends. Escalate issues as needed to Time Warner Workforce Management for the WFM Preferred Providers
  • Managed Services Contract Administration. Track changes to service provider contracts and work with WB Legal to execute contract change orders in a timely fashion. Regularly communicate items affecting billing and accruals to WBTS Finance and WBTS Project Services
  • Manage Service Now Metadata. Act as the WB Metadata owner for Service Now, which includes setting and maintaining standards for WB-specific data elements, including Application Configuration Items. Assignment Groups and Approval Groups. Work with the TW EIS Service Now team to ensure changes to Service Now processes are agreed with WBTS and communicated to WBTS employees and contractors
  • Develop and Maintain Training and Reference Material. Maintain self-service training and reference materials related to WBTS’s Managed Service contracts, SLAs, KPIs, and operational guidelines. Work with service providers to ensure that they are maintaining the appropriate documentation on their SharePoint sites and in Service Now
34

IT Service Operations Resume Examples & Samples

  • Help Train Store Service Advisors to resolve technology issues in our Stores by providing Microsoft technology solutions and services across a broad range of applications and devices
  • Successfully pilot and demonstrate the value in leveraging Service Advisors to help resolve impactful incidents in our Stores. Once pilot is complete extend the program to all Stores
  • Ability to assess support needs when they arrive by listening, and provide solutions to Stores stated and unstated needs
  • Drive adoption, readiness, training and track effectiveness of program. Identify areas of improvements, launch focused initiatives and improve processes
  • Be empathetic toward Store while diagnosing, repairing, and supporting issues
  • Identify and communicate potentially complex repair situations to store leadership, original equipment manufacturers or other partners as appropriate
  • Continuously learn through others, self-educate, share specialized knowledge and expertly train the services advisors to provide support to our stores
  • Consistently deliver high standards of service, supporting high uptime and availability
  • Collaborate with peers, store leaders, corporate and field team members in the development of the necessary tools and program offerings that will lead to long-term relationships with elated customers
  • Drive consistent execution irrespective of organizational boundaries by building relationships with manager, peers and service advisors
  • Have a love for Microsoft, be a brand evangelist, and have a deep understanding of Microsoft products (Windows, Office, Xbox, Windows Phone, Surface, and services)
  • Excellent time management skills and a high-level attention to detail
  • Lead by example, take pride in your work, and enjoy helping and developing others while creating fun environments and energizing people through your passion while maintaining composure and customer focus while tinkering, troubleshooting and solving issues
  • Have excellent verbal and written communication skills and a high-level attention to detail
  • Thrive in a fast-paced, dynamic and public-facing environment, driven to get results by directing a team
  • Flexibility with your schedule as hours will be based on business needs
  • Primarily provides Tier 1 & 2 level support ensuring store systems are operating optimally
  • Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment
  • Performs basic computer hardware and software installations
  • Familiar with MS technologies that include but not limited to Windows, Windows Server, System center and general network troubleshooting skills
  • Requires a minimum of 2-4 years of related work experience in technology support, help desk, or other technology service environment
  • Microsoft and/or other technology certifications are preferred
  • Passion for and usage of Microsoft products and technology
  • Superior customer service/people rapport building skills, both 1:1 and in a group environment
  • Exemplary presentation, problem-solving, and multi-tasking abilities
  • Teaching or training experience is a plus
  • Thrive in a fast paced, dynamic, public facing environment, and must be a team player with the ability to get along with others
35

Head of Field Service Operations Resume Examples & Samples

  • Delivery of MS and NRO services for local customers across the country (NL)
  • Understanding customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
  • Implementation of delivery strategies and directives, including resource management and a multi-customer delivery environment within FSO delivery unit
  • Deep understanding of the Telecommunication Industry's business preferably with experience in operational management within Managed Services & Network Rollout area
  • Strong Knowledge of OHS statutory requirements impacting Ericsson especially in the local Market
36

Service Operations Specialist Resume Examples & Samples

  • Coordinate the distribution and processing of daily work to department analysts
  • Adhere to all Service Level Agreements and production standards for handling of mortgage payments
  • Handle staff questions regarding day-to-day operational issues on loan data, payment identification, and transaction processing
  • Assist Supervisor in responding to internal and external questions and inquiries
  • Compile information for and assist in completion of management productivity reports
  • Conduct root cause research and analysis and make recommendations to business partners and management
  • Organize and prepare completed daily backup documentation for off site storage needed for future research
  • Analyze policies and processes to improve internal reviews, isolate root cause and suggest viable solutions
  • Participate in regular meetings with regard to QC and business partner processes, initiatives and questions
  • College degree or equivalent work experience strongly preferred
  • Prior mortgage servicing experience or related field
  • Ability to navigate Chase servicing systems
  • Auditing and Research experience preferred
  • Strong organizational and prioritization skills, ability to utilize a variety of analytical techniques
  • Ability to meet deadlines and produce quality work
  • Ability to prioritize and adapt to change without notice
  • Contribute to a business climate and culture that encourages integrity, respect and excellence
37

Gto-service Operations Specialist Resume Examples & Samples

  • Several years experience and in depth knowledge of a broad range of technical support skills, including Windows 7, Microsoft products, Market Data apps, Desktop Video, Blackberry, iOS, Voice, Remote Access, Video Conferencing, VDI, Hardware
  • 3+ years in a high pressure IT role, preferably in the financial industry
  • Experience supporting VIPs and senior clientele preferred
  • Exemplary client-handling manner
  • Excellent communication (written and verbal) coupled with a confident manner and attention to detail
  • Able to create & manage relationships at all levels within the Business and Technology groups
  • Ability to work unsupervised using strong analysis, problem solving and decision making skills to resolve incidents and requests
  • Willingness and interest in keeping up to date with cutting edge technology
  • Independent and innovative approach to work
  • Excellent organisational and time management skills as well as high level of commitment
  • Ability to work, perform and communicate under time pressure
  • Flexibility and stamina as well as ability to cope with pressure
  • Ability to quickly grasp new subject matter
  • Willingness to participate in out of hours, on-call and shift work
  • Capable and aware of working in a globally diverse environment
  • ITIL experience an advantage
  • Good knowledge of network protocols (TCP/IP, DNS, DDNS) preferred
  • In depth knowledge of 1st and 2nd level support with several years experience
  • Experience of current IT and support processes
  • Excellent knowledge of Microsoft products, in particular Windows 7, Outlook and Office Communicator
  • Excellent knowledge of Apple and Blackberry Handheld devices
  • Excellent knowledge of client hardware (laptops, PC’s, workstations, monitors, IP-telephony, VDI, etc.)
  • Degree in Computer Science/Business Information Systems or equivalent training in information technology preferred
  • ITIL based training
  • Professional qualifications (e.g.. MCITP, MCSE, MTA, MOS) in addition to practical experience preferred
38

Service Operations Specialist Resume Examples & Samples

  • Ensuring that the team members provide timely and considerate customer service to end users
  • Testing all changes to the production environment
  • Ensuring queues are actively monitored and up to date
  • Analysing and identifying trends in issue reporting, devising preventative solutions, offering suggestions for process improvements and developing any new procedures
  • Monitoring performance through various operational review meetings
  • Quickly and efficiently addressing any customer escalation’s
  • Handling incident/service requests and resolving them within the agreed targets
  • Diagnosing faults and providing a complete resolution to the customer’s satisfaction
  • Producing knowledge articles and information to be distributed amongst the team
  • Ensuring that all client documentation and the run book information is kept up to date
  • Ensuring systems are optimally configured and the information contained is current for example by pro-actively maintaining User accounts and the system
  • Managing Avaya’s commitment to the approved service level agreement’s
  • Being involved in service level meetings when appropriate
  • Acting as a point of contact for all customer escalations
  • Taking responsibility for client satisfaction and user communications
  • Measuring achievement against service level’s and any first line fix of calls
  • Assisting in the production of monthly reports for senior management
  • Documenting lessons learnt, that will be fed back into the system in order to minimise end-user calls
  • Making quality entries into the ticketing system
39

Service Operations Engineer Resume Examples & Samples

  • Proficient using the command line in both windows and Linux
  • Methodical approach to planning and understanding the risks of any actions taken
  • An in depth knowledge of the payment services supported, the monitoring tools used and processes used to manage our solutions
  • Knowledge of the payments industry preferred but not essential
  • A self-motivated individual but also an excellent team player but with ability to work with little or no supervision
  • Ability to multi task. Each team member will have multiple tasks to deliver on a daily basis
40

Senior IT Service Operations Resume Examples & Samples

  • Proactively contribute to the continual service improvement process, where services are underperforming, identifying service improvements and ensuring these are implemented
  • 5+ years of IT/Service Operations
  • Excellent project management, decision-making, strategic thinking, problem solving and negotiating skills
  • The ability to understand and communicate technical problems to key stakeholders and executives
  • A minimum of 4 years of demonstrated work experience in business or operational management
  • BS or MS in Computer Science or equivalent (MBA a plus)
41

Head of Global Service Operations Resume Examples & Samples

  • Based out of Hong Kong, act as the senior manager of GSO in location to the business heads and regions CIO in Hong Kong
  • Establish as the domain expert for GSO within the forums, full knowledge and understanding of the services, technologies supported and provide by GSO
  • Act as the conduit and information flow in both directions to the business heads and CIO
  • Represent GSO in all business and CIO forums as required, ensuring timely preparation and leveraging both Global and regional peers to ensure effective delivery at the forums
  • Understand the service delivery profile of the location. Ensure the service that is provided matches the requirements of all LOBs and is communicated through regular reporting reviews and improvement programs
  • Jointly accountable to the CIO and business leads for all services delivered by the GSO organization within the region
  • Facilitate the local technology groups to ensure that communication lines are maintained with all stakeholders, and those regular meeting structures, agreed reporting and governance are all in place and is being maintained
  • Partner with the GSO peers based in Singapore and India to provide effective coverage of the services to all regional clients. To include but not limited too
42

Account Service Operations Analyst Resume Examples & Samples

  • Complete Account setup requests received from various sources and ensure all requests have been handled according to the established procedures
  • Handle inquiries related to various aspects of static data maintenance and product features
  • Review daily reports ensure completeness of various account service tasks
  • Research and resolve any outstanding inquiries
  • Monitor, control and process financial transactions to the general ledger system when necessary
  • Maintain and prepare monthly statistical reports
  • Review and maintain Key Operating Procedures
  • Act as back-up for various functions within the department
  • Bachelor’s degree with 2-3 years accounting and Banking background
  • Knowledge of SAP general ledger functions and DDA applications, a plus
  • Knowledge of Cash Operations products – Money Transfer, Check Processing, ACH, etc. - a plus
  • Ability to communicate with all levels of internal and external management
  • Ability to learn end to end processes within Cash operations
  • Strong awareness of risk control
  • Strong relationship abilities with internal departments
  • Able to multitask and meet tight deadlines
43

Senior Service Operations CPS Black Belt Resume Examples & Samples

  • Leading CPS projects using CPS tools and methodologies
  • Coaching, teaching and developing others to use the tools and methodologies of CPS
  • Tapping into unused employee creativity
  • Eliminating waste in every process and driving the organization towards standard work
  • Leading complex to very complex Value Stream Transformations and Rapid Improvement Workshops
  • Measuring results of their projects at the cell and Value Stream levels
  • Integrating Continuous Improvement ideas as part of the process
  • Ensuring projects are integrated with other business activities, improvement projects, and the business strategy
  • Bachelor's Degree or 10-15 years of marketing or service operations related experience
  • Minimum of 6-9 years of experience with dealers in the space of service operation
  • Strong communication and interpersonal skills with proven results in influencing,mentoring, and collaborating with others
  • Strong project management skills with proven results in planning and follow-up
  • Ability to work independently, with little supervision
  • Field Rep experience – Product Support, Service Operations, or Service Tech
  • Experience as a 6 Sigma or CPS Black Belt
  • Spanish or Portuguese language is helpful
44

Service Operations Specialist Resume Examples & Samples

  • Comprehensive knowledge of customer service standards
  • Proficiency with Microsoft Word and Excel
  • Ability to multi-task between multiple computer systems and dual monitors
  • Ability to work any shift between 8am and 9pm, and Saturdays during busy season
  • Associate’s or Bachelor’s Degree
  • Experience with Microsoft Access, CI, and/or CCP2
45

Service Operations Analyst Resume Examples & Samples

  • Confirm successful completion of critical batch jobs for production and other key environments
  • Proactively monitor key business applications and services using system management tools and escalate as needed
  • Identify and escalate potential business impacting issues following documented work instructions
  • Provide active logging of activities that occur on bridge calls during significant IT Incidents
  • Create and manipulate reports based on tool generated data
  • Engage requested support resources from additional teams following documented procedures during conference calls for significant IT Incidents
  • Document and maintain common symptoms, incident recovery steps, and standard application activities in knowledge base
  • Execute connectivity and functionality tests for critical business applications and services
  • Complete ad hoc assignments per direction from the Service Availability Managers, the Senior Manager and/or the DTOC / GSO Executives
  • 2-5 years experience in an IT Support Center, NOC, or Technical Operations Center
  • Demonstrated experience with service and event management tools
  • Solid understanding of a key IT infrastructure architecture technology (networking, database, servers, storage) and how it support Enterprise organizations
  • Experience in rapid technical blogging. Typing and data entry proficiency
  • Demonstrated experience working with Service Management tools for Event, Incident and/or Problem Management
  • Experience in creating technical support documentation
  • 3-5 years experience in a high volume Enterprise Operations Center
  • Strong, demonstrable experience with a scripting or coding language (Auto Hot Key, VBA, JAVA) a plus
  • Experience with ServiceNow a plus
  • Experience with Orion, SiteScope, Keynote a plus
  • ITIL V3 Foundations or better a plus
46

Service Operations Specialist Resume Examples & Samples

  • Manage the Production operations of the banks Cognos platform (dbReports), dbClarity application, ODS and dbentitlements application
  • Candidate will need to multitask with ease and role will demand that individuals will need to stretch beyond their working hours
  • As part of GT production you will need to provide out of office support over phone/remotely post work hours/weekends depending on the demand
  • You will also be expected to part of the Command Center rota covering the Common applications
  • Will need to perform detailed analysis of the platform changes and will need to provide documented updates to the manager so that risks associated with change are understood and mitigation done
  • Will be involved in resolving critical incidents
  • Will need to participate in Incident management process in person as SME. Will be responsible for the Problem management process and will need to ensure that tickets are closed diligently
  • Need to run daily stability calls with the team and provide guidance to the team in terms of prioritizing the issues
  • Weekly engagement with the platform engineering teams and drive stability initiatives to closure
  • Weekly vendor visits are required as part of the role
  • Periodic engagements with other Client application teams (Finance, regulatory projects, CB&S) in the forms of meeting with clear set agenda
  • Responsible for the on-boarding of new client applications onto the platform and will need to perform this end to end
  • Responsible for ensuring that governance process exists between the AS/ASX/GTP teams to ensure that delivery issues are tracked/prioritized/resolved
  • Ensure that any organizational demands which arise on ad-hoc basis will need to be met without impacting service delivery
  • Key focus is expected for issues related to AUDIT and Regulatory issues
  • Provide input and contribute in Production Management related audits
  • Engage with other Service Operations groups to understand business requirements
  • Identify risks and issues related to the area
  • Ensure that defined GT Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate
  • Establish realistic SLAs aligned with the customer expectations as well as the demands of standards and best practices
  • Ensure policy-compliance for dbRAMM, SOX, ASG, ISP, Audit, etc. (including the technical ITPM tasks)
  • Work with Release Management and Transition Management on application configurations changes
  • Update the RUN Book and KEDB as & when required
  • Participate in all BCP and component failure tests based on the run books
  • Understand and manage flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
  • Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book
  • Drive knowledge management across the supported applications and ensure full compliance
  • Drive continual service improvements
  • Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
  • Service Operations experience within a global operations context
  • Investment Banking Experience of minimum 4-5 years is essential
  • Experience of end to end Level 2 management and good overview of Production/Operations Management overall
  • Experience of supporting complex application and infrastructure domains
  • IITIL / best practice service context
  • Manage a team of vendor resources to support Global Applications is preferable
47

Platform as a Service, Operations Resume Examples & Samples

  • Managing the operational aspects of the release and upgrading of the PAAS Platform
  • Raising change requests, planning and executing – Change Management
  • Troubleshooting and providing root cause analysis, known error establishment and any request for change (Pro-active / Re-active) – Problem Management
  • Updating platform documentation and knowledge articles - Knowledge and Documentation Management
  • Being responsible for PAAS product installation, configuration, patching, upgrades etc
  • Manipulating Docker Image
  • Planning and executing major Project’s
  • Providing advanced troubleshooting and Performance Tuning
  • Ensuring New Application on-boarding, design and environment set up
  • Working on critical projects e.g. Application migrations to deal with Operating System versions or Application Server upgrades
  • Co-ordinating with Application Support, Application Developers and other Infrastructure teams on migration work
  • Scripting to automate daily activities
  • Carrying out / participating in Proof of Contact’s of vendor products and Open Source technologies
  • Participating in EaaS PaaS community development by contributing technical expertise through various channels including internal social media, brown bag sessions and formal communication events
48

Platform as a Service, Operations Resume Examples & Samples

  • Troubleshooting and providing root cause analysis, known error establishment and any request for change – Problem Management
  • Driving automation and Self service across the platform through innovation
  • Ensuring that architectural changes (as defined by Architects) are being implemented
  • Carrying out / participating in Proof of Concept of vendor products and Open Source technologies
  • Communicating the new technology in common nomenclature for technical and non-technical audiences
  • Driving the migration from legacy landscape to PAAS platform
  • Actively supporting the PAAS strategy, plans and values, contributing to the achievement of a high performance culture
  • Providing regional leadership for the PAAS Operations team
  • Actively supporting the business strategy, plans and values, contributing to the achievement of a high performance culture
  • Taking ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution
  • Acting as a role model for new subject matter experts, providing help and support to facilitate early integration and assimilation of their new environment. Coaching, as appropriate
49

ICS Service Operations India Regional Lead Resume Examples & Samples

  • Expert in Job Family discipline and business analysis skills
  • Proficient in all business processes across the entire LOB
  • Participates in setting and driving the business' strategic direction in changing the way we deliver Technology to better meet Business needs
  • Ensures risk controls and compliance to departmental and company wide standards
  • Keen understanding of financial control and budget management
  • Creates client centric environment for work with teams and contributors
  • Ability to influence stakeholders
50

Service Operations Specialist Resume Examples & Samples

  • Working with Senior Stakeholders to define and create a world class collection and delivery service
  • Taking responsibility for process improvement and re-modelling of recommended solutions, using resources, standards, methods and tools as required
  • Identifying all areas of improvement within the team and ensure that all business processes work well together
  • Being responsible for data preservation and collection requests raised to the eDiscovery team to support the Bank’s legal investigations
  • Acting as the primary point of contact and liaison for preservation or collection requests between the legal team, eDiscovery group, Technical Staff, Business Staff and Vendors to ensure proper communication between all parties
51

Service Operations Specialist Resume Examples & Samples

  • Ensuring compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorised by the International Organisation for Standardisation (ISO) Management team
  • Participating in Deutsche Bank organisational events such as town halls and team meetings
  • Participating in and/or leading on-boarding and training of new starters in ISO
  • Providing Level 3 quality support via the group hotline and ticketing systems for GIST systems and other core infrastructure components
  • Providing Level 3 support to Active Directory, Deutsche Financial Services (DFS), Windows Internet Naming Service (WINS), PXE, Quest Product Suite
  • Proactively managing Incident queues and conducting evaluations/triage for all incoming tickets, before resolving/closing or re-assigning to the appropriate individual
  • Resolving/closing incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken in order to resolve
  • Personally contributing to the ongoing development and updates to the KB repository
  • Providing Global Change Management (GCM) coordination by creating, resourcing, securing approvals for and ensuring the timely execution of planned changes, within Deutsche Bank change management policy
  • Providing proactive ticketing workflow and queue management in order to identify, flag and drive positive remediation of workloads not being carried out within documented expectation
  • Maintaining timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
  • Delivering workloads, according to defined Service Level Agreements (SLA) targets and escalating timely when there is risk of not meeting SLA or an issue increasing in severity
  • Assisting Vendors with implementing new servers, including bank-standard build and Quality Assurance (QA) process
52

Service Operations Analyst Resume Examples & Samples

  • DTOC internal tools creation and enhancements utilizing Dot Net, Python, Visual Basic or similar languages
  • 5-7 years experience in an IT Support Center, NOC, or Technical Operations Center
  • Dot Net, PhP, Python, Chef or Visual Basic programming proficiency
  • 7-10 years experience in a high volume Enterprise Operations Center
53

NAS L Engineer, GTI Service Operations Resume Examples & Samples

  • Management, maintenance, and support of data storage solutions, utilizing NetApp/Isilon
  • Supports these activities by diagnosing, reproducing and fixing software and hardware issues
  • Troubleshoots and resolves problems identified by system administrators or through monitoring software. Investigates, identifies and documents proposals that will improve application recoverability
  • Engaging internal customers
  • Provides management with strategic and tactical recommendations for NAS environment
  • 5 - 8 years experience in distributed storage environments
  • 5 - 8 years experience in an associated technology (Server, Networks)
  • Must have experience with NetApp
  • Advanced experience of NetApp Ontap 8.x & cDoT
  • Advanced Experience in NFS/CIFS protocol troubleshooting
  • Experience in Ontap 7-Mode & cDoT upgrades
  • Advanced NetApp replication & snapvault technology experience & troubleshooting
  • Experience in NetApp hardware refresh/migrations
  • Advanced experience of vendor tools for managing, configuring, and troubleshooting (including performance)
  • Excellent time management and personal task prioritization
54

Service Operations Specialist Resume Examples & Samples

  • Incident management – subject matter expert role
  • Manage the operational aspects of release and upgrade of the DAP Platform
  • Change Management – Raise Change request, plan and execute it
  • Problem management – troubleshooting and root cause analysis, known error establishment, and any request for change
  • Knowledge and Documentation Management – Update platform documentation and knowledge articles
  • Environment set up and support –,Weblogic, JBoss, tomcat and Oracle coherence migration and management activities
  • Capacity and Infrastructure planning, design and management
  • Major Project planning and execution. Project management
  • New Application on-boarding, design and environment set up
  • Application tuning and troubleshooting
  • Work on critical projects and drive automation
  • Co-ordinate with Application support, Application developers and other infrastructure team on migration work
  • Regular office hours are the norm. There may be some weekend work
  • Linux or UNIX knowledge
  • Good Weblogic Server Administration Knowledge
  • JBoss/Tomcat Administration knowledge
  • Strong Java/JEE Application debugging/Performance tuning skills
  • Apache Web server
  • Some knowledge of databases (Oracle, Sybase etc)
  • Perl and Shell scripting
  • Basics of Networking
  • Technical Project management skills
  • Experience in weblogic/tomcat/jboss administration and Performance Tuning
  • Excellent interpersonal skills and good team player
  • Excellent troubleshooting/diagnostic skills
  • ITIL knowledge and Project management skills
  • Excellent communication skills and ability to interact with relevant stake holders
  • Degree Level qualification in a related engineering discipline
55

Service Operations Resume Examples & Samples

  • Advanced experience leading special projects and producing metrics, measurements and trend reports
  • Proficiency in Microsoft Office applications including Microsoft Project
  • Six Sigma and/or PMP certification
  • Demonstrated experience with process documentation and re-engineering
  • Prior experience managing large projects and programs
56

Service Operations Specialist Resume Examples & Samples

  • Conducting incident management
  • Managing the operational aspects of release and upgrade of the DAP Platform
  • Conducting change management, raising change requests and then planning and executing them
  • Conducting problem management, troubleshooting and root cause analysis and known error establishment
  • Carrying out knowledge and documentation management, updating platform documentation and knowledge articles
  • Carrying out environment set up and support including Weblogic, JBoss, tomcat and Apache migration and management activities
  • Carrying out capacity and infrastructure planning, design and management
  • Carrying out major project planning and execution
  • Carrying out new application on-boarding, design and environment set up
  • Carrying out application tuning and troubleshooting
  • Working on critical projects and driving automation
  • Co-ordinating with Application Support, Application Developers and other Infrastructure Teams on migration work
  • Working weekend hours as required
  • Good Weblogic Server administration knowledge
  • JBoss / Tomcat administration knowledge
  • Strong Java / JEE Application debugging/performance tuning skills
  • Apache Web server skills
  • Some knowledge of databases such as Oracle etc
  • Perl or Shell scripting skills
  • Technical project management skills
  • Experience in weblogic/tomcat/jboss administration and performance tuning
  • Excellent interpersonal skills and a good team player
  • Information Technology Infrastructure Library (ITIL) knowledge and project management skills
  • Excellent communication skills and the ability to interact with relevant Stakeholders
  • Bachelor degree level qualification in a related engineering discipline, or the equivalent experience or qualifications
57

Coo-head of Technology Service Operations Resume Examples & Samples

  • Managing one large, or multiple sub-area(s) within Infrastructure Services; alternatively, heads a sub-area within a geographical region
  • Ensures development and execution of objectives, plans and policies that can have a significant impact on the profitability of Infrastructure Services
  • Monitors and manages budget, expenses, costs and billing accuracy and reporting
  • Facilitates infrastructure optimization project delivery
  • Implements of in-house and third party software, both directly and through internal service provision
  • Creates a successful architecture and design authority
  • Initiates and participates in department/corporate initiatives
58

Service Operations Resume Examples & Samples

  • Ability to handle a constant volume of phone inquires in a fast paced environment
  • Excellent written and verbal communication skills and strong attention to detail
  • Must be available to work any shift between 8:00 am - 8:00 pm Monday thru Friday
  • Must be available to work overtime and weekends during peak season (October-March) or based on business need
  • Ability to speak and type simultaneously while using two or more computer programs
  • At least one year of customer service experience
  • Previous call center experience
  • Proficiency in Microsoft Office Programs
  • Previous experience in a medical office/facility
  • Background in healthcare
59

Audi Service Operations Business Intelligence Specialist Resume Examples & Samples

  • Develop and implement strategy to leverage multiple data streams to evaluate success of Service programs and identify opportunities for improvement
  • Streamline and automate tracking and reporting for Region, corporate and Audi AG audiences
  • Manage capacity and goodwill tools to ensure proper utilization and success throughout network
  • Develop business intelligence tools and reports to support all Service Operation functions
  • Support achievement of all national and regional service objectives through data management and leadership, including
  • 4-7 years of experience
  • Strong interpersonal communication skills and ability to collaborate with many personalities
  • Strong analytical and problem solving skills with attention to detail and accuracy
  • Ability to analyze complex systems and understand and document data elements, their attributes, relationships, data flows, dependencies and related interfaces with the goal of developing technical strategies to drive BI processes and reporting
  • Effectively able to manage multiple tasks with the ability to prioritize and meet timelines
  • Automotive or Business focus
  • Data management focus
  • Understanding of automotive industry After Sales business
  • Customer relations experience
60

Manager Service Operations Europe Resume Examples & Samples

  • Establish and manage best in class Field Service Engineering
  • Maintain sites and expansion within the region
  • Responsible, together with global HQ, for the creation, delivery, efficiency, and productivity of the Operation & Maintenance program in the field, both directly and with key partners
  • Continually developing and implementing new process and tools to improve customer service and operational productivity
  • Responsible for the day to day operation. Including act on actual events, arrange resources and monitor the progress
  • Determine and establish the most effective supply chain management strategy for the region
  • Establish training & development programs for both internal team members and relevant market partners
  • Control overall regional spend and when needed propose cost effective solutions
61

Service Operations Resume Examples & Samples

  • Trouble-shooting
  • Provisioning clients
  • Performance Monitoring
  • Incident Handling
  • Change Management
  • Agreed Service Level Agreement turn-around
  • Regional Operational Handover
  • DR / BCP
  • Expertise in supporting Tivoli Storage Manager 5.x and 6.x
  • Expertise in the support of disparate physical and virtual tape libraries
  • Expertise in the support of disparate operating system
  • Expertise in one or more of the following programming languages: Korn Shell (or any variant), PERL, SQL
  • General knowledge of storage area network as it pertains to backup services infrastructure
  • Ability to multi-task and balance project work within highly demanding environment
  • Flexibility in reacting to changing client requirements and priorities
  • Self-motivated, independent, and achievement oriented, with high energy level
  • Direct experience, good communication skills, energy, enthusiasm, a thorough understanding of how to technology work well and great attention to detail is required
  • Must be able to communicate at all levels of the enterprise. Good writing and verbal communication skills
  • Work under pressure
  • Be able to work late nights, and weekend upon request
  • Experience with large enterprise environments
  • Excellent English skills
  • Minimum 5 years experience supporting an enterprise backup management application with skills in following areas
  • Deploying, managing, troubleshooting and reporting on Tivoli Storage Manager versions 5.x – 6.x
  • Proficiency in the support and management of physical tape libraries (IBM, Quantum)
  • Proficiency in the support and management of virtual tape libraries
  • Expertise in the management and support of storage area network as it pertains to backup management applications
  • Well versed in one or more of the following programming languages: Korn Shell (or any variant thereof), Perl; SQL
  • Expertise in supporting IBM PSeries enterprise infrastructure
  • Expertise in supporting Enterprise Class Wintel servers
  • Ability to logically and methodically troubleshoot infrastructure issues in an enterprise environment
  • Defining and managing storage pools in line with standards
  • Defining and maintaining retention policies in line with standards
  • Monitoring backup server environment, acknowledging and owning problems
  • Providing 2nd level support in case of backup client errors
  • Monitoring and ensuring that backup server maintenance tasks are successful on a daily basis, correcting any errors where necessary
  • Providing and 1st and 2nd level support for backup server tape drives and library problems, including halting and/or re-starting the backup server software application
  • Raising problem tickets / liaison with vendors where a backup service problem cannot be solved locally. Where appropriate raising corresponding internal fault call with the Problem Management system, manage call to resolution
  • Provide 2nd level support for Branch offices where standard backup software is installed
  • Assist SL1 / desktop support function as required
  • Provision of out of hour’s response to production problems on an on call basis
  • Assist Engineering group with backup server software upgrades and fixes
  • Maintain centralised area for storage of backup server and client software
  • Maintain centralised area for infrastructure and configuration documentation
  • Assisting Level 1 backup team and System administrators to solve/fix backup client problems
  • Performing backup client removal / retirement as needed
  • Provide assistance to Systems Administrators regarding backup client software installation and configuration
  • Maintain the backup server web site
  • Provide reports on backup client events for customers
  • Provide reports on backup server activities
  • Manage recovery / restore of backup server software environment as needed
  • Assist Systems Administrators with recovery of servers as necessary
  • Maintain a set of up to date backup server recovery plan files
  • Build of TSM servers
62

SAN L Engineer, GTI Service Operations Resume Examples & Samples

  • Provides multi-level technical support in defining, developing and evaluating storage products to meet client needs
  • Resolving high priority incident tickets
  • Provide production support for distributed storage environment including accurate problem identification, ticket documentation and customer/vendor engagement
  • Must have experience with Unisphere for VMAX / DMX and Hitachi Tuning Manager
  • Advanced experience with HBAs and multi-pathing software
  • In depth experience with storage management CLI’s: EMC Solutions Enabler, Cisco SANOS, Brocade FOS
  • Good spoken and written English
  • Timely escalation of critical and/or complex issues as required
63

IT Service Operations Resume Examples & Samples

  • Will possess excellent written and verbal communications skills, be able to drive change based on incident analysis, provide industry best practices for incident reduction and properly assess and communicate technical issues between Microsoft engineering and our customers
  • Will have a passion for customer satisfaction and demonstrate the ability to identify and implement areas of improvements
  • Be able to demonstrate the ability to effectively facilitate and lead cross-team collaboration between internal and external teams, business units and customers
  • The Exchange Enterprise Cloud Operations Manager is expected to direct teams of highly skilled Engineers by example in articulating the business impact in a manner that is relevant to customers’ priorities as well as the requirements and restrictions of a large scale service offering
  • This role requires strong communications skills and imaginative, bold thinking in all situations. Business experience should include services delivery leadership in complex services environments
  • Must have a degree (BS/BA) or equivalent work experience. Higher education preferred
  • 5+ years business management and process experience, IT support experience and/or front-line management experience
64

Director of Service Operations Resume Examples & Samples

  • Build and Hire a professional global incident and problem management organization
  • Build a strong process driven structure which supports the strategy of the company and the needs of our customers as we move more into digital platforms and solutions for our learners and educators
  • Work jointly with the global customer support organization, the engineering support organization and the operations command center to create a robust global support process truly focused and measure by customer and business outcomes
  • Create a technical resource plan ensuring global incident coverage and capability and accurately measure and improve team capacity and team performance against global support demand
  • Lead internal technical support strategies that align to customer contracted support agreements and goals; partner with peer organizations through Operating Level Agreements and commons support process definition
  • Be the primary point of leadership for major incidents and provide a process of executive escalation during major incidents, monitoring and managing these to closure
  • Provide timely and appropriate feedback that focuses on those activities and actions that will make the biggest difference in team performance and customer support
  • Track and report team metrics for performance, report finding regularly to the executive leadership team
  • Be accountable for the development and implementation of other critical service management processes as a key member of the Service Management Office
  • Cultivate and lead a metrics driven organization with strong analytical capabilities. Lead and hold the rest of the organization accountable for Incident Reviews, Problem Reviews, Root Cause Analysis, monthly/quarterly service reviews
  • Develop team members’ capabilities in support of individual career goals and team objectives
  • Develop, maintain, and promote mentoring and knowledge sharing between the engineering support functions and other support organizations within managed services
  • Understand basics of managing technical people and the associated process of running a managed services organization
  • Understand the value of best practices and apply best practices and other tools to drive business results
  • Communicate a clear vision and strategy for the account that inspires and empowers the team to execute within a common framework
  • Able to get things done without direct line authority; able to exercise personal influence, resolve conflict, and bring about required behaviors
  • Accute understanding of managing up within the organization keeping VP and SVP executives apprised of critical support incidents and root cause analysis
65

Director, Service & Operations PCG Resume Examples & Samples

  • Build a world-class customer services team
  • Research and resolve complex, escalated issues regarding client accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications
  • Develop and implement new programs to provide improved service and conduct continuous improvement for new client and advisor protocols
  • Determine best method to resolve issues to ensure client satisfaction and adherence to company policies. Respond to inquiries from our advisors/agents, regarding policies and procedures and industry rules and regulations
  • Develop and implement strategies to enhance back office operations that support the Division. Work with sales teams and assist them in achieving their goals and implementing initiatives to achieve a strategic vision
  • Follow up, either verbally or in writing, to ensure client satisfaction
  • Recommend changes to existing policies and procedures to improve efficiency and enhance the experience for clients
  • Remain up to date with current accounting, regulatory and legal pronouncements that impact the business
  • Perform other duties and responsibilities as assigned
  • Investment concepts, practices and procedures used in the insurance industry
  • Financial markets and products
  • Account types and industry operations in general
  • Basic principles of procurement, contract and vendor management
  • Interpreting and applying policies and procedures
  • Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines
  • Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets
  • Attention to detail to ensure quality standards are met without impairing workflow
  • Coach and mentor others
  • Balance conflicting resource and priority demands
  • Anticipate obstacles and define alternative strategies
  • Prioritize and manage multiple priorities in a fast-paced, dynamically changing environment
  • Keep all appropriate parties up-to-date on decisions, changes, and other relevant information
  • Bachelor’s Degree from four-year college or university and ten (10) to fifteen (15) years’ experience applicable work experience preferably in the financial services industry
66

Manager IT Service & Operations Management Deloitte Digital Resume Examples & Samples

  • Provide advisory services to clients on improving IT service and operations management (ITSM / ITOM)
  • Lead the implementation of ITSM / ITOM solutions
  • Support pre-sales activities, develop proposals and present to client's management
  • Collaborate with business stakeholders to understand the business requirements and business value of the project and act as an advocate for achieving them
  • Collaborate with external and internal partners to design the solution for the project
67

Service Operations Specialist Resume Examples & Samples

  • Contact assigned accounts on a daily basis to review service performance and identify issues related to service, support, or product reliability. Prepare and analyze a variety of reports for assigned accounts as well as requested reports from service and sales management
  • Develop and maintain clear lines of communication between strategic accounts and the field sales, service, and/or systems teams regarding issues and status of customer service requirements
  • Assist field service, sales, and systems teams to collect and prepare information related to service partner’s performance and other unique account situations that may arise. Participate in on-site meetings as necessary
  • Function as the primary service representative for assigned accounts. Receive and manage incoming requests and issues that are communicated directly from customers, as well as requests that originate from other channels of business. Develop and implement plans and systems to deal with customer requests or issues and ensure that they are resolve satisfactorily
  • Build and maintain dashboards to verify stats provided by assigned service partners. Pulse and analyze data to assist in management day-to-day operations of service partner and customer commitments
  • Escalate and assist in resolution of “red” conditions or potential undesirable conditions
  • Perform periodic audits of open service repairs, recent repair performance. Proactively notify key customers, service center management, and field service & sales teams of any situation or activity that may compromise customer expectations
  • Document and communicate any special handling, special projects, or upgrades to the appropriate service or administration management team. As necessary, develop, implement, and monitor any processes required to meet the agreed upon customer commitments
  • Develops, prepares, analyzes and distributes reporting as requested from internal management (including senior management) within the service division as well as other cross functional teams
  • Proactively identify and document any process issues affecting service performance
  • Recommend potential process improvement changes as necessary and monitor and evaluate the results of any such changes
  • Maintain awareness and knowledge of new product rollouts, as well as technical service bulletins, ECNs, and flash notices that apply to inventories and repairs maintained by the assigned service partners
  • Must remain aware of regulatory responsibilities and remain current in technical areas including Sarbanes-Oxley and ISO requirements and procedures
  • Bachelor degree in Operations, Supply Chain, Engineering or similar
  • 3 years of experience managing service partners and/or suppliers
  • 1 year of experience in MRP Systems such as SAP, Oracle, etc
  • 3 years of experience working in Excel or similar to create metric dashboards, charts, etc
  • Supply Chain management experience
  • Experience with Honeywell Operating Systems deployment, specifically use of PFEP (Plan for every part) and Tiered Accountability
  • Masters in related field a plus
  • Six Sigma Greenbelt Lean Expertise
  • HOS experience
  • Ability to demonstrate solid written and oral communication skills
68

Director, Business Service Operations, Kladno Resume Examples & Samples

  • Promoting strong leadership and driving people and team development
  • Ensuring global adherence to the global standardized process and continuous improvement
  • Cross-regional collaboration and best practice sharing with the Business Service Operations sites in Monterrey and Singapore
  • Establishing a high-performing, customer centric and service oriented culture and promoting collaboration, coherence, process excellence, quality and fun across the various teams in the BSO
69

Service Operations Technician Resume Examples & Samples

  • Have good all-round interpersonal and communication skills
  • Have the ability to prioritise between many varied tasks
  • Have a strong pro-active nature to work under own initiative
  • Have the ability to work under pressure with tight deadlines
70

Service Operations Analyst Resume Examples & Samples

  • “First Responder” on Monitoring Alerts and Incident Notifications
  • Level 1 Infrastructure Triage for Linux and/or Windows based server systems
  • Functional System Validation
  • IT Incident Conference Call Support and Documentation including preparation of official incident communications, blogging during events and rapid engagements / escalations of partner teams and suppliers
  • Confirm successful completion of critical application processed for production and other key environments
  • Experience in rapid technical blogging
  • Typing and data entry proficiency of at least 45 WPM
71

Portuguese & English Speaking Service Operations Rep Resume Examples & Samples

  • The Service Administrator is responsible for supporting the Iberian Field Service organisation by assisting department in processing orders, responding to customer requests, and maintaining orders
  • Managing pricing mechanism from start to finish by entering initial request into SAP, liaise with Service Field and Sales team, track & measure opportunities & report out on KPI’s
  • Optimizing and managing the operating mechanisms and calendar for the Spanish and Portuguese service team as well as supporting the wider EMEA Service Team whenever required, so the right degree of alignment and connectivity is achieved with maximum efficiency
  • Leading and project managing Service initiatives as needed by the business (e.g., deep dive/trouble shooting of a specific problem, pursuit of an opportunity, kick start of a strategic initiative). These projects could be in geography, product area, function, or cut across the Regional functional teams
  • Main point of contact for all internal clients
  • Refining services and processes to satisfy evolving needs of the team
  • Executing regular clean-ups of the system
  • Generating reports
  • Ensuring department needs are met
  • Proven track record in an administration and / or customer service role (ideally within a sales or Service environment)
  • First class skills in Excel and MS office packages
  • Dynamic team player, capable of working on tight deadlines
  • Ability to work independently and support small project work
  • Ability to work according to deadlines and prioritise
72

Managed Service Operations Associate Resume Examples & Samples

  • Ensures day-to-day operational flow by performing functions which include Job/batch monitoring, Release/Deployment, Data Analysis and Reporting, etc
  • Coordinate and carry out activities and processes required to deliver and manage services at agreed service levels to clients
  • Support and maintenance of applications and servers including bug fixing and batch job processing
  • Respond to client inquiries and requests via phone, email and ticket tracking system
  • Takes ownership of escalations and perform trouble shooting, analysis, research and resolution
  • In case of Major Incidents, creates root cause analysis and reviews with Senior Management
  • Provide coaching and mentoring for junior members of the team
  • Liaison/Training with backup teams in other geographical locations to provide continuity of service in the event of local issues
  • Work with Manager to establish work goals and objectives to be achieved by the team
  • Must be willing to work on Shifting schedules and holidays
  • 4+ years' experience in an operation/production support, batch/file monitoring and system monitoring and financial services background
  • UNIX/Linux/Windows
  • Working knowledge of File transfer protocols, xml, Perl and Python
  • Teamwork and collaboration skills to work across organization and lead cross-functional team
  • Experience with technical troubleshooting
  • Good knowledge on ITIL process
73

IT Service Operations Analyst Resume Examples & Samples

  • Batch job monitoring
  • Provide Level 1 & Level 2 technical support for Windows/Linux platform issues
  • Identify key areas for automation and optimization to enhance productivity
  • Should have exposure handling major incidents and escalations
  • Should have exposure working on monitoring & ticketing tools
  • Good team Player, with excellent eye for detail
  • Good Stakeholder management skills
  • 3 to 5 years of overall experience working in 24 X 7 IT infrastructure & Operations environment
  • 2+ years of relevant experience in Infrastructure / Applications monitoring and support
  • ITIL Foundation certified
  • MCSE, CCNA certified
  • Understanding of Perl, Windows/Linux Scripting
74

Specialist, Service Operations Center Resume Examples & Samples

  • Works as part of a cross-functional team to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals, Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors such as power and telco companies, as well as second tier organizations within T-Mobile
  • 2+ years Data platform/application support experience in operations and support
  • Intermediate level Knowledge of telecommunications networks. Applies acquired job skills and company policies and procedures to complete assigned tasks
  • Good skills in Microsoft applications, such as Word, Excel, Outlook, etc
  • Ability to report on analytical findings in a consumable fashion (strong organizational skills and attention to detail)
  • Experience with identifying and resolving internal and external customer problems
  • Windows support experience
  • Knowledge/understanding of TCP/IP, Cisco IOS, Command Line Language, basic network configuration, basic server and storage array administration
  • LI-TECH-GL1
75

Service Operations Specialist Resume Examples & Samples

  • Managing day to day processing of incident tickets, via the in-house call management system in an Information Technology Infrastructure Library (ITIL) aligned environment
  • Continuously optimising service, creating processes to ensure the standardisation of technology across all branch offices
  • Holding regular service review meetings with our vendor, as well as managing two support staff directly that support Front Office
  • Managing ad-hoc projects/cost saving initiatives cascaded down by Senior Management
  • Managing and dealing with day to day operational escalations
  • Managing Local Service Teams (both vendor and internal)
  • Monitoring the teams adherence to service level agreements, relating to call pick up/response times and aged tickets
  • Measuring the performance of individuals, ensuring appropriate training and guidance is provided
  • Managing Vendor relationships and ensuring the best service is being offered
  • Delivering a focused client service through ad-hoc troubleshooting and problem solving for end user queries
  • Identifying, troubleshooting and responding to emergency situations impacting live trading
  • Escalating problems pro-actively and ensuing that all Users/Management are kept aware of issues and their development
  • Collecting and reporting errors and improvements to appropriate teams
  • Proactively monitoring key businesses and providing a solution/root cause analysis in collaboration with other Technology groups
  • Liaising extensively within the Bank, in order to gain an in-depth knowledge of and ability to support Market Rates Services, Trading Systems and Market Feeds, specifically Bloomberg and Reuters (RMDS), and other in-house Apps
  • Managing the deployment of new hardware
  • Managing small projects on a daily basis
  • Managing and assisting other colleagues
  • Creating and maintaining a knowledge base, documents and procedures
  • Acting as an escalation contact for both our Group and the Business
  • Strong communications skills
  • Able to lead by example and provide/organise training where possible for your team
  • Strong client facing skills
  • Work under pressure and to tight deadlines
  • Demonstrable experience in Information Technology (IT), in a large corporate front-office environment, specifically desk side for trade floors in the financial services industry
  • Experience of supporting complex application and hardware configurations
  • Knowledge of Information Technology Infrastructure Library (ITIL)/best practice service context
  • Good analytical/trouble shooting skills
  • Basic Project management skill
  • Skills and experience with PC’s (windows 7/10) and MAC’s (Mac OS,iOS)
  • Experience with the PsTools suite of support tools
  • Experience and knowledge of Blackberry, iPhones and Android devices
  • Basic knowledge of networks
  • Market data experience (Reuters and Bloomberg)
  • An understanding of trading systems
76

Senior Engineer Service Operations Resume Examples & Samples

  • When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA
  • To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management
  • Conducts the analysis, definition, documentation and testing of application & systems enhancements
  • When/where required, perform assigned tasks out of hours
  • When/where required, be contactable for escalations and support, on and on-call standby basis
  • Minimum 3-5 years of experience in network support
  • Airline experience and/or ATI know-how is an advantage
  • MPLS, BGP, Multicast
  • Cisco Nexus and ACI experience
  • Network protocols and services, System and Applications
  • Ability and motivation to work in a team and be part of an on call out of hours support team
  • Ability to support, troubleshoot, analyze and investigate on proprietary systems - Installation and configuration of end user applications and software
  • Ability to analyze, draw conclusions, and create solutions to customer's moderately complex problems
  • Knowledge and ability to install and repair Firewalls, and other network equipment
  • Ability to troubleshoot LAN topologies based on TCP/IP
  • Troubleshoot issues on Cisco MPLS networks
  • Carry out configuration tasks on Palo Alto Network firewalls, Check Point Firewalls
  • Airport Services knowledge is an advantage
  • Network Services knowledge
  • Exposure to ITIL and to IT and network components and principles
  • Knowledge of SITA products such as ACM, services and proprietary systems is an advantage
  • Knowledge of Airline and CAA customers use of ACM applications is an advantage
  • Ability to act as a Team lead in his/her absence
77

Service Operations Engineer Resume Examples & Samples

  • Manage systems that are already designed and installed
  • OS/NOS Problem Determination
  • Install extensions to existing servers
  • Implement OS/NOS backup strategy
  • Implement OS/NOS monitoring strategy
  • Monitor and Tune Servers for performance
  • Provide technical support to SITA Airport Operations products
  • Troubleshoot and resolve Airport Operations Systems related incidents with the least amount of system downtime and impact to our customers
  • 2+ years of experience with Microsoft Server Operating Systems
  • 2+ years of experience in a service provider environment
  • Excellent knowledge of server hardware (including SCSI, RAID and I/O topology), mainly HP and IBM platform
  • Excellent knowledge of storage hardware (including Fiber channel, clustering, etc.)
  • Proven expertise in Server Administration ( Microsoft)
  • Excellent knowledge of Microsoft’s Active Directory, Terminal Servers
  • Good knowledge in Antivirus Management, mainly Symantec and MacAfee
  • Must have an understanding and working knowledge of PC based equipment and common PC based applications
  • Working knowledge of HP OPENVIEW and NETCOOL, or other industry standard monitoring systems
  • Excellent interpersonal and team working skills
  • Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner as well as dedication to providing superior service
  • Proven track of maintaining an appropriate level of professionalism with both customers and providers at all times
  • Must be able to prioritize
  • Must be self reliant
  • Must be willing to work irregular hours and to carry a pager
  • Must be fluent in English. Fluency in French and/or another language is a plus
  • Bachelor's degree in either an IT or business discipline
  • One of the following certification required
78

Service Operations Engineer Resume Examples & Samples

  • Report and escalate to the next level those problems which cannot be fixed
  • Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
  • To provide onsite support to Users during the cutover of the services
  • 2+ years of experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
  • Experience of working in the Airport / Airline / Air Traffic industry preferred
  • Knowledge and understanding in one or several of the following domains
  • Ability to troubleshoot LAN topologies based on TCP/IP using basic commands such as PING and TRACEROUTE
  • Experience in cloud systems administration desirable
  • Telecommunications qualifications
79

Specialist / Engineer Service Operations Resume Examples & Samples

  • Troubleshoot and diagnosis Airport Operations Systems related incidents / problems and work toward resolving the incident with the least amount of system downtime and impact to our customers
  • Assist with the Planning, Testing, Configuration and Implementation of service improvements to the Airport Operations System environment making sure that the appropriate documentation is completed and communicate to the rest of the Airport Operations Support team
  • Support the implementation of new Airport Operations customers and connections, ensuring that all the necessary checklists and actions have been completed successfully
  • Work in cooperation with the Airport Practice team to ensure the integrity and availability of the Airport Platforms and environments
  • Manage and coordinate incident tickets until resolution has been performed or transferred to new resolver group
  • Assist System Integrators with solutions and deployment
  • Diploma/Degree in Computer Science, IT, Engineering (or equivalent)
  • Industry Technical Certifications is desirable: MCSA 2008 certification (Desirable); MCSE 2008 is (Desirable)
  • 1-2 years Systems operation and troubleshooting experience
  • 5+ years application support experience in Windows platform
  • Knowledge of ATI Operations would be a strong benefit
  • ITIL Foundation certification or CCNA is an asset
  • Experience operational role in a 24-7 organisation is an asset
  • The right person will have gone through the ranks of an operations group supporting customers globally on a 24-7-365 basis
  • Effective communicator at all levels of the organisation and outside with customers or third parties
  • Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends
  • Proven track record in managing multiple escalations with effective follow-up/follow-through
  • Demonstrated willingness to take incoming service requests without being prompted to by team members or Management, as well as accountability for resolving the trouble or request in a timely and complete fashion
  • Ability to be personable and tenacious as the situations requires
  • Problem solving and root cause identification skills. Strong analytic and decision making abilities
  • Must be a team player and able to work with and through others
  • Proven expertise in Active Directory and Server Administration (Microsoft)
  • Proven knowledge of HP or IBM Server Hardware (SCSI, RAID and I/O topology)
  • Excellent knowledge of storage hardware (including Fiber channel, clustering, etc
  • Experience with network diagnostic applications such as Network Associates Sniffer
  • Working knowledge of network management tools like HP OPENVIEW and NETCOOL, or other industry standard monitoring systems would be advantageous
  • Good knowledge of networking (including WAN topology mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
  • Must have an understanding of log reading and able to use log reading tools
  • At least 4 to 10 years of experience working with Microsoft Windows, SQL, VM Ware product family
  • Minimum of 4-5 years of operational experience supporting mission critical systems
  • Industry Technical Certifications is desirable: MCSA 2008 certification (Desirable); MCSE 2008 is (Desirable). Hands-on experience is a must
80

Service Operations Junior Analyst Resume Examples & Samples

  • The new platform integration will include working closely with business application owners to design their business service and build this within IT SI, linking relevant infrastructure and application metrics
  • In production, working closely with technology stakeholders and provide Day to Day support across the new platform and existing monitoring and event management platforms
  • Coordinate enhancements and system changes into the production environment
  • Liaise with the other relevant IT teams and vendors as required for all related issues pertaining to the service
  • Be proactive and Implement automation of current manual tasks and checks
  • Managing production incidents from inception to resolution
  • Provide technical support to operations and project teams across multiple regions
  • Ongoing upgrade and maintenance of associated platform software and hardware
  • Review and approve infrastructure and application change requests
  • Proactively monitor system capacity and take appropriate action to elevate potential capacity risk
  • Maintain business continuity, data quality and regulatory compliance
  • Participate in a rotating 24x7 roster
  • Work with design teams to review operational readiness of new projects, and contribute to solution designs and develop standards where appropriate
  • Review and improve procedures and documentation to increase the maturity of the operations model
  • Self-motivated with experience working in a remote location
  • 3 years Splunk Core experience including implementing new data sources and building reports, dashboard and Agent deployment / configuration
  • Knowledge of Java Development & Scripting
  • Experience of integration of Splunk with other products
  • Unix operating systems experience
  • Excellent knowledge of regular expressions for report building
  • Experience in working in the Tier 1 global organisation will be highly regarded
  • Familiarity with peripheral technologies including Network infrastructure, WAN routing, Storage and Operating System
  • Excellent stakeholder engagement and communication skills
  • ITIL Foundation Certified and experience in service operation models
  • Experience in customer-facing technology roles
  • Excellent business problem solving skills
81

Manager, Service Operations Resume Examples & Samples

  • Have an IT or Telecommunication based degree, preferably in the area of wireless communications
  • Have at least 2 years working experience in the area of service delivery and operations
  • Able to work outside normal working hours to carry out upgrades and patch loading as such activities may disrupt services
  • Have System OS knowledge and administration hands-on experience on some of following systems
  • Linux (RHEL, CentOS), Solaris, HP-UX, Windows, Oralce, MySQL, Postgres and/or SAN/NAS storage system. CISCO IOS
  • Have knowledge on IP networking
  • Be a team player and able to work independently
82

Senior Analyst Service Operations Resume Examples & Samples

  • Proactively monitor key business applications and services using system monitoring tools and escalate as needed
  • Perform connectivity and functionality tests for critical business applications and services
  • Provide active logging of activities that occur on conference calls during significant IT Incidents
  • Complete ad hoc assignments per direction from Service Availability Managers or DTOC executives
  • ****THIS POSITION WILL BE A GRAVEYARD SHIFT*****
  • Experience troubleshooting issues related to Linux or Windows Server OS
  • Solid understanding of key IT infrastructure architecture technologies (networking, database, servers, storage)
  • Experience in an application testing and/or application support environment a plus
  • Experience with event management tools a plus
  • Experience in creating technical support documentation a plus
  • IT​IL Foundations a plus
  • One or more of the following certifications is desired: CompTIA Linux+Certification (or other Linux Certifications); Microsoft Technology Associate (MTA); Microsoft Certified Solutions Associate (MCSA); or other Windows Certifications a plus
  • Ability to work a 24x7 rotating shift (experience a plus)
  • Solid interpersonal skills for written and oral communications
  • Ability to manage multiple priorities in a fast paced environment
  • Be capable of independent, situational assessments and be able to make
83

Head of Service & Operations Robotics Switzerland Resume Examples & Samples

  • Manage Customer Service Robotics Switzerland product group, including full P/L responsibility
  • Supervise team of nine order execution specialists
  • Work within management team and deputize for Local Business Unit Managers Robotics Switzerland
  • Localize and execute service strategy
  • Implement and maintain full range of health and safety standards
  • Coordinate targeted HR development and continuous process improvement, in addition to extending the company's service portfolio
84

Service Operations Engineer Resume Examples & Samples

  • Knowledge of BagManager
  • Knowledge of AMS
  • Knowledge of Airport vision
  • Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Lead Engineer
  • Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
  • Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
  • 2+ years exp with VMware, Windows server 2008 and 2012
  • Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist
  • Ability to coach new joiners and to facilitate their integration into the team
  • Expert knowledge of SITA products such as ACM, services and proprietary systems
85

Service Operations Specialist Resume Examples & Samples

  • Reviewing customer order documents – Order form, Statement of Work, Change Order, etc
  • Creating projects using Order Assignment tool
  • OpenAir project enrichments as required
  • Performing quality assurance check for coworkers’ projects
  • Assisting Project Managers with change orders, reports, credits and research as requested
  • Monitoring audit reports and making corrections as necessary to maintain data integrity in OpenAir PSA system
  • Researching customer invoice issues and assisting in resolution and credit submission
  • Assisting Practice Directors with revenue recognition research as requested
  • Attend team calls and meetings as requested
  • Work collaboratively with Sales Operations, Accounts Receivable and other Kronos internal partners
  • Minimum of 3-5 years of related experience, preferably in a professional services environment
  • 3+ years working with customers in an operations or customer service environment
  • Spanish language proficiency strongly preferred
  • 2-4 years post secondary education required or relevant work experience
  • Excellent communication skills with an emphasis on account support to include strong grammar, spelling and writing skills
  • A demonstrated ability to work with people in all levels of the organization
  • Must be organized and have the ability to multi-task in a fast paced and demanding environment
  • Proficiency in Microsoft Office and an ability to learn other software applications as required of the position. This position also requires the ability to navigate and use web based applications
  • Availability for limited travel as requested (i.e. internal training)
86

Senior IT Service Operations Resume Examples & Samples

  • Lead incident management for key high visible Volume Licensing portfolio ensuring key KPI’s are met, address customer escalations, and drive for quick resolution. Partner with Engineering to drive long term solutions
  • Lead service improvement initiatives and activities to increase customer satisfaction. This includes development of actionable corrective action plans, leading virtual teams to drive execution of initiatives
  • Communications: Leverage standard communications model, templates, training, and publications
  • Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders and customers. Hold suppliers accountable for SLA/OLAs and ensure action plans are in place to improve where needed
  • Portfolio Management: Ensure end to end customer experience meets expected SLA and respond to escalations in a timely way
  • SLA/OLAs: Lead SLA/OLA standards and negotiations to meet customer requirements along with continuous planning, negotiation and refinement. Lead overall OLAs between teams in support of customer-facing SLA and align with overall execution of incident management service offerings. Creativity and innovation mindset in service offerings and differentiated services
  • Project Planning/Execution: Lead multiple complex processes and projects simultaneously through effective collaboration
87

BCU Service Operations Mgr Resume Examples & Samples

  • Incident Management process owner & manager according to the ITIL definition
  • Problem Management process manager according to the ITIL definition
  • Request Fulfillment process manager according to the ITIL definition
  • Overall process governance, policies, design, efficiency, training, adherence & metrics
  • Manage Major Incidents, including communication, service restoration & root cause analysis
  • Provide regular performance reports targeted to appropriate audiences
  • Ownership, maintenance and gatekeeper of the Known Error Database
  • Manage daily activities and performance of Service Desk, Technical & IT Operations personnel
  • HR lifecycle & performance management of assigned team personnel
  • Drive continuous improvement activities in both processes and the Service Desk function
  • Track & report all assets within the End User scope of control (desktop, laptops, software, etc)
  • Manager vendor relationships & govern contracts within the End User scope of control
  • Organizational change management related to initiatives in the End User space
  • Min 7 years ITIL Service Operations experience (Intermediate Certification strongly preferred)
  • Min 10 years in a Service Desk or Service Delivery leadership role
  • Min 5 years in a Continual Service Improvement focused role (ITIL Certification strongly preferred)
  • Proven record creating and managing vendor contract, SOWs & MSAs
  • Proven record of managing a diverse, multiple level/discipline team
  • Pragmatic and process based approach to delivering support
  • Strong written, verbal, team interaction, and empathetic customer service skills
  • Strong leader with the ability to balance focus on both tactical & strategic approaches
  • Ability to analyze, organize and present complex data to appropriate stakeholders
  • Ability to interact/communicate appropriately with all levels including “C” Suite
  • Ability to translate business requirements & impact for IT staff and vice versa
  • Demonstrable history in Process Engineering, Service & Quality Improvement initiatives
  • Strong quality “right first time” approach and a customer experience ownership mindset
  • Logical thinker, able to define issues, collect appropriate data/facts and draw valid conclusions
  • Ability to write concise, clear support documentation (KCS knowledge preferred)
  • Ability to effectively present information to a diverse audience in a concise and direct manner
  • Knowledge/Experience of Microsoft Office 365, Citrix Virtual Desktop, Microsoft Service Center and Business Intelligence tools/software is a significant plus
  • Financial industry experience preferred
88

Senior Service Operations Engineer Resume Examples & Samples

  • Minimum 2 - 3 years of experience in ACM domain, where applicable
  • Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones,Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level
  • Product and Service knowledge in several of the following areas at intermediary and advanced levels
  • Recognized industry certifications such as MCSE, MCITP, CCNA/CCNP, RHSCA, AIX Advanced
89

Senior Manager Service Operations Resume Examples & Samples

  • More than 8 years experience as Team Lead / Manager
  • 5 + Years managing Service Management teams
  • Experience implementing a CMDB in a Data Center environment
  • 5+ Years in a Change Manager, Incident Manager, Problem Manager or CMDB role
  • Airline experience and/or ATI know-how
  • Degree in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work experience
  • MCP, Database Mgmt or Networking Certification
  • Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management, or equivalent experience required
  • ITIL Intermediate Certificate
  • 6 Sigma Awareness (Green Belt an asset)
90

Specialist / Engineer Service Operations Resume Examples & Samples

  • Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
  • Ability to analyze, draw conclusions, and create solutions to customer's complex problems
  • Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level
  • Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix
  • Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)
  • Desktop services
  • Experience in Cloud administration desirable
  • Ability to organize the activity of a team and to take ownership of issues until resolution
91

Team Lead Service Operations Resume Examples & Samples

  • Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to have them up dated as required
  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs
  • Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
  • Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements
  • Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations
  • Report on the monthly performance of the team and provide feedback to the relevant management teams
  • Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations
  • Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
  • Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into performance appraisal process
  • Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository
  • Minimum 3 - 5 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
  • Minimum 2 - 3 years experience in ACM domain, where applicable
  • Knowledge of ITIL and Service Management practices and procedures
  • High level of customer service orientation required
  • Ability to work under pressure and to deal with multiple tasks
  • Expert knowledge of ACM products and services and proprietary systems
  • Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification
  • Applicable vendor / technology intermediate level certification or equivalent work experience
  • Industry certifications such as MCSA, MCTS, CCNA, Linus/Oracle entry level, AIX Specialist
  • ITIL Foundation Certificate
92

Product & Service Operations IT Resume Examples & Samples

  • Production Operations: Management of production systems via dashboards and monitors. Participate (and lead) escalations that drive timely restoration of service
  • Project Innovation: Delivery of innovation that supports business requirements required to enable HP to expand its portfolio of products, services, and capabilities into the next generation of technology
  • Participates as a member of the Product & Service Operations IT team
  • Multiple areas of focus as described above (see “description”)
  • Drives both technical and process solutions based on business demands
  • Ensures availability and performance of systems are optimal
  • Works with business and development teams to design and deploy best in class solutions
  • Lead and drive necessary solutions – work across teams and organizations as required to drive necessary results
  • Strong computer science fundamentals: algorithms, data structures, operating systems, database systems, object oriented systems & design
  • Strong mathematical and statistical background, including the ability to create predictive models and correlations is a plus
  • Strong understanding of modern software development methodologies (Object Oriented)
  • 0-2 years experience writing code using modern software languages (C#, Java, C/C++) -- Work on large scale projects with multiple developers is a plus
  • Understanding of software frameworks such as J2EE and .NET is a plus
  • Solid understanding of analytical problem solving and business management
  • Basic understanding of database administration and experience with modern databases (SQL Server, Oracle)
  • Process and detail oriented
93

Group Service Operations Analytics Leader Resume Examples & Samples

  • Data-driven operational process assessments
  • Develop and maintain a suite of analytics to drive operational excellence
  • Develop statistical models & methodologies to predict, quantify, and/or forecast various business metrics
  • Ensure and maintain data quality and reliability
  • Provide expertise and assistance in implementing model results in ongoing business processes
  • Identify and recommend new data sources that will maximize analytic output and Create customized reports with a team of analysts
  • Collaborate with IT, operation and business teams in implementing text and voice analytics in ongoing business processes
  • Develop report automation where needed
  • Ensure full and clear documentation of all processes
  • Work in a consultative role with various departments in creating effective information and analyses in order to optimize strategic objectives
  • Duties include associate development, mentoring to on- and off-shore technical professionals, project prioritization and the effective communication of findings to key stakeholders
  • Computer literate (MS Word, Power Point, Excel). Proven analytical skills, spreadsheet modeling and database development, strong experience with metrics and trending; predictive and data analytics
  • Knowledge of Humana’s internal policies, procedures and systems
  • Six Sigma Lean
94

IT Engineer Service Operations Resume Examples & Samples

  • Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
  • When required, act as the customer SPOC and co-ordinate the scheduling of interventions
  • Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA
  • Manage the replacement of faulty equipment through the use of spares
  • College degree in either Computer Science, Data Communications, Electrical Engineering OR 4+ year’s similar work experience
  • Experience of working in the Airport / Airline industry will be strongly preferred
  • Must have dealt directly with external customers delivering to SLAs
  • Experience of working at Customer locations
  • Understanding and the ability to install and configure servers and workstations (Microsoft/Thin Clients) including operating system software to component level
  • Knowledge of ITIL and Service Management practices and procedures is advantageous
  • Ability to support Cisco LAN/WAN equipment
  • Communicative English language (written and spoken) and fluent Greek language
  • Good interpersonal relationship skills
95

Senior IT Service Operations Resume Examples & Samples

  • Lead service improvement initiatives and activities to increase customer satisfaction. This includes development of strategic plans, influencing virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships
  • Service Improvement: Partner within Engineering organizations and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities
  • Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings
  • Supplier Management: build outstanding supplier relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams
  • Operations Management: Represent a number of services end-to-end when interacting with suppliers, stakeholders and customers
  • Define SLA’s/OLA’s and negotiate service agreement to include consistency with corporate and IT policies and expectations
  • Drive the teams to deliver on agreed service levels
  • Financial Management: Understand forecast and actuals for resource and project management as needed and course correct as necessary
  • Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective leadership and appropriate collaboration and delegation
  • Strong communication skills, great organizational agility, and strong planning skills
  • Ability to function well in a global team environment
  • Ability to think quickly, and perform analysis for data-driven discussions is needed in this role
  • Ability to drive constant innovation, improvement cycles and lean and six sigma principles while bringing constructive tension and challenger mindset
  • Ability to provide team leadership while instilling a culture of continuous innovation and challenging mindset across global organization
  • A BA/BS degree in Computer Science, MIS, Business or related field or equivalent work experience
  • 10 years of hands on Sales and Distribution or Finance business process design and implementation or operations experience, focused on large scale enterprise level implementation of business capability in a high tech manufacturing and consumer business
  • Program management - Managing large internal projects, processes, service, and technology decisions
  • Strong communication and collaboration skills are a must
  • Success requires ability to build Customer and Partner relations with the various business streams
  • Ability to function well in a team environment
  • Demonstrate a history of making correct decisions under pressure
  • Ability to manage and lead vendor resources while contributing individually as well
  • Excellent understanding of Microsoft products, software lifecycle methodology and information systems development and support
  • Demonstrated track record in building organizational capability including people, process, and systems
  • Proven ability to take on complex systems and processes and drive simplifications and improvements
  • Solid understanding of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines
96

IT Service Operations Analyst Resume Examples & Samples

  • Develop problem solutions by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications; writing programs
  • Develop project estimates by identifying phases and elements, personnel requirements, and costs
  • Prepare reports by collecting, analyzing, and summarizing unitized services information
  • Effectively communicate with different business groups across Ernst & Young
  • Proactively identify opportunities for improvement and optimization in process functions (metrics gathering and reporting, global communication processes)
  • Anticipate problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
  • Analytical skills and problem solving skills needed to manage multiple projects across various regions
  • Exceptional decision-making ability, balancing what is right with what is realistic
  • Expert to Proficient at Microsoft Office (Excel, PowerPoint, etc.)
  • Work experience with analytical tools and platforms such as Enterprise Miner, SAS & SQL Server
  • Work experience in a professional services delivery platform such as Service Now or Jira preferred
  • Work experience in a service delivery organization / firm preferred
97

Entry Level Service, Operations Resume Examples & Samples

  • Working directly with top brokerage houses (who act as our custodians)
  • Helping plan and coordinate complex client-focused events nationwide
  • Supporting our outside sales representatives in an administrative capacity
  • Producing detailed reporting and analysis for either our Private Client or Institutional groups
98

IT Service Operations Resume Examples & Samples

  • Report on performance against agreed support KPIs, providing supporting trend analysis and areas for improvement * Drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups
  • Ensuring support models developed by service management are aligned to Service Level Requirements. * Proactively contribute to the continual service improvement process, where services are underperforming, identifying service improvements and ensuring these are implemented
  • Managing performance of third party suppliers via regular review meetings
  • Support the Supply Chain business with escalations & on-boarding assessments * Relationship management and ownership/attendance of regular service review meetings with the various production groups and third party suppliers
  • Represent service team on broader servicing initiatives and provide project leadership where appropriate
  • Provide consolidated communication by updating the organization and key stakeholders on service status and progression
  • 3 to 4+ years of IT/ Service Operations
  • The ability to understand and communicate technical problems to key stakeholders and executives The ability to summarize technical issues in writing to internal stakeholders and partners, as well as to external customers
  • A minimum of 3 to 4 years of software program or project management experience
  • Previous experience with SAP or BizTalk is not required - but a bonus
99

VP, Service Operations Resume Examples & Samples

  • Ensures that customer complaints are responded to in a timely manner and properly documented
  • Ensures that customer service requests are responded to timely and thoroughly to the standards and procedures in place and that these service requests are properly documented
  • Ensures that all employee training is complete and that records adhere to training record procedures
  • Ensures that key performance indicators are measured and that periodic operating reviews are performed where said indicators are reviewed and necessary root cause and countermeasure activities are performed as appropriate such that targeted business objectives are met or achieved
  • Ensure that stretch growth targets are developed in cooperation with our Business Units and that complaint growth reduction targets are achieved
  • Ensure that the Service team is held accountable, recognized for results, and developed to its fullest potential
  • Bachelor’s Degree in Business or Science
  • Minimum 12+ years of experience leading Service, Sales or Customer Service in both a B2B environment, as well as a Service market
  • Proven experiences in measuring and improving customer satisfaction
  • Strong Financial Acumen
  • Ability to build relationships and influence across functionality; coordinating and leading operational reviews and reporting to senior executive levels within the company and corporation
  • DHR leadership experience is a plus
  • Selling experience is a plus in support of growing our Service business
  • Commercial & contractual management skills
100

Specialist, Service Operations Center Resume Examples & Samples

  • Works as part of a cross-functional team in a 24x7x365 environment to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals. Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors such as power and telco companies, as well as second tier organizations within T-Mobile
  • Intermediate level knowledge of telecommunications networks. Applies acquired job skills and company policies and procedures to complete assigned tasks
  • Related technical military training or equivalent work experience
101

Specialist / Engineer Service Operations Resume Examples & Samples

  • Minimal 4-5 years of operational experience supporting mission critical systems
  • Have proven expertise in administering relational databases such as MySQL or MS SQL is a must
  • Strong scripting skills (wscript, bash, perl, batch, vbscript, html)
  • Experience in maintaining a J2EE platform, especially BEA WebLogic administration is a plus
102

Citibank Berhad Kl-branch Service Operations Analyst Resume Examples & Samples

  • Able to be decisive in high-pressured environments
  • Strong analytical skills with the ability to analyze data draw conclusions and implement corrective actions
  • Strong interpersonal skills, able to deal with people at all levels
  • Self motivated with high degree of integrity, drive and enthusiasm
  • Has knowledge of systems & technologies in Call Center operations will be an added advantage
103

Service Operations Functional Lead Resume Examples & Samples

  • Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support; systems programming; applications design and development; database design and administration; information security; telecommunications and network support and administration
  • Supervises non-exempt technicians as well as exempt professionals
  • Develops schedules and assigns work to meet critical customer deadlines
  • May also perform complex IT tasks
104

IT Service Operations Resume Examples & Samples

  • Contribute to practice of customer satisfaction through continued evaluation and modification of key performance delivery indicators (KPIs): o Proactive versus reactive services ratios, delivery quality scores, non-actionable incident ratios, service request vs. incident ratios, accurate performance metrics recording, line support ratio, incident lifecycle consequences, aged/idle/minutes per incident and days to solution ratios, contracting and billing process adherence, customer satisfaction survey results and action plans
  • Promote service delivery planning opportunities in onboarding by Service Managers by enabling Service Managers to assess delivery requirements with opportunities identified by service owners
  • Lead integration of WWISDM tools requirements into all ISRM tools, through coordination of requirement documentation, review and UAT signoff
  • Identify and help remove operate process roadblocks both internal and external through escalation, scoping, feedback and coaching
  • Collaborate with the GPO to enforce adherence to ISRM process, and refine the process when necessary Business: Delivery Excellence
  • Enable continued service improvement, renewal, and growth by supporting service delivery planning, provisioning and measurement to ensure high quality support services that improve customer’s IT experience
  • Work with finance personnel to ensure that service is being delivered within parameters as specified by the contract
  • Establish and cultivate business relationships with key support partners within WWISDM organization, as well as across IT
  • Resolve all escalated issues, proactive and reactive within support practice operations
  • Deliver and operate scalable KB and Training processes that enable Delivery execution at peak efficiency Management
  • Support and enable professional development planning and execution through training including, but not limited to RoleGuide assessments and role based training plans
  • Improve WHI results YOY, reward, recognize and manage internal and external organizational changes
  • Ensure team members execute effectively, collaborating appropriately, and deliver a positive impact on the organization
  • Leadership Publish a mission and vision for the team that aligns to the SMD/SDO mission and vision
  • Clearly articulates the alignment to SMD/SDO and WWISDM mission, goals and strategies helping the team understand the value the team brings to the continued success of MSIT support services
  • Communicates business, customer and partner realities across Microsoft IT
  • Demonstrates sound judgment in challenging vendor and employee situations
  • Acts as a role model and encourages continuous employee and organizational improvement
  • Customer and Partner
  • SSPMs support, coach, and enable Delivery Management to effectively Deliver Excellence through underpinning readiness activities (assisting with delivery plans, and driving readiness, training, process quality, tooling etc.) and behaviors
  • SSPMs take ownership of and resolve issues regarding onboarding and readiness, including escalations as necessary, while respecting the Service Manager’s overall customer relationship for support services and the WWISDM team’s overall customer relationship with Service Owners
  • SSPMs enable Service Managers and Delivery Managers by providing high quality data in contribution to Services Delivery Plans (SDPs), Quality and Process Improvement Plans (QPIPs), and Tooling Plans
  • This position requires strong communication skills, great organizational agility, and strong planning skills
  • Candidates must function well in a global team environment and be capable of driving change
  • Candidates need to be organized with a proven ability to make the correct decisions under pressure, provide effective influence, impact and collaboration both internal and external, and create an environment of motivation, passion and drive for excellence
  • Critical thinking and problem solving skills are required
  • The ability to think quickly, and perform analysis for data-driven discussions is needed in this role
105

Specialist / Engineer Service Operations Resume Examples & Samples

  • At least 3 to 5 years of experience with Cisco router and switches, Nexus switches, Juniper SRX, Riverbed Steelheads, Huawei routers and switches, F5 Big IP, Cisco ACE, Citrix Netscaler. Also, experience in Firewall products such as Cisco ASA, Fortinet, Juniper
  • At least 3-5 years exposure in incident and firewall management
  • Experience operational role in a 24-7 organization is an asset
106

Senior Engineer Service Operations Resume Examples & Samples

  • Experience within the Telecoms field is essential
  • Experience in Network Management and Service Management models essential; specifically, ITIL and FCAPS
  • Member of a relevant professional body advantageous (e.g. British Computer Society, IT Service Management Forum, etc)
  • Knowledge of telecoms services in an Enterprise and service provider environment; airport services experience advantageous
  • Knowledge of telecom products and suppliers; Cisco Call Manager, Unity and UCCX essential and Ericsson beneficial
  • Technical knowledge on Cisco IP Telephony/ Networking including VoIP, Dial Plans
  • Able to interact professionally in a team environment and communicate with customers at all levels from users to senior business sponsors/Project Board members
  • Demonstrate good leadership skills and balance business/ team/ individual requirements
  • Possess attention to detail to produce quality output
  • Demonstrate good customer facing skills and communications at all levels
  • Ability to assimilate new concepts and information to make effective decisions
  • Exhibit professional integrity at all times, especially when dealing with sensitive security issues
  • Be self-motivated to enable independent working but also work well within a team
107

Service Operations Technician Resume Examples & Samples

  • Provides technical support to customers on operational or maintenance aspects of system equipment
  • Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures using established procedures
  • Determines most cost effective repair/resolution to minimize customer downtime
  • Prepares reports for analysis of product failure trends and service ability issues. Is a skilled worker with a number of coordinating tasks
  • Gives support in field service process renewal
  • Ensure assignments are carried out in a professional way according to quality requirements and are finished in time
108

B-associate Service Operations & Control Engineer Resume Examples & Samples

  • Acquiring a deep understanding of WSE (Wall Street English) platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others
  • Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact
  • Providing WSE application upgrade service and assistance to internal and external customers
  • Providing server configuration and rebuild assistance to internal and external customers
  • Working with various teams to prepare for supporting new and/or highly integrated products and platforms
  • Documenting and communicating issue resolutions and instructions in clear concise language for international customers and business partners
  • 3-5 years experience, BS in computer science or other technical discipline
  • Experience with SQL query and understanding of relational database concepts
  • Strong knowledge IIS version 6 and up
  • SQL server 2005 and up
  • RDP, VPN and FTP knowledge
  • Ability to document and communicate issue resolutions and instructions in clear concise language for international customers and business partners
  • Experience with documentation of complex issues, processes, and procedures
  • Strong analytical and problem-solving skills with ability to think outside the box
  • Ability to understand and clearly explain technical issues to both technical and non-technical audiences
  • Knowledge of various computer systems (tools, services, software, etc.)
109

Manager, Service Operations Resume Examples & Samples

  • Provides strategy, governance and oversight of the change management process to ensure alignment with organizational priorities and with service and operational excellence objectives
  • Chairs the IT Change Advisory Board. Ensure proposed enterprise IT changes are understood, communicated and potential risks to business operations are properly mitigated
  • Develop, implement, and maintain internal change management policies, procedures and associated training plans
  • Manage and provide guidance to junior members of the change management team
  • Monitors the day-to-day use of and compliance with standardized methods and procedures for change management
  • Ensure change artifacts are complete and meet process requirements and standards
  • Manages policies, standards and governance and ensures process integrity
  • Manages critical success factors (CSFs) and key performance indicators (KPIs)
  • Ensures organizational understanding and adoption of process activities
  • Plans and implements process best practices
  • Develops processes for managing conflicts between different change activities
  • Promotes a culture of process collaboration
  • Breaks down strong silo or functional mindsets
  • Represents IT processes to business clients
  • Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
  • Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications
  • Generate strategies for enhancing operational efficiency and effectiveness as well as ways to improve productivity across functional areas within the process area
  • Responsible for the overall Demand, Budget & Resource management for process under the area of responsibility
  • Bachelor degree, preferably in Information Technology, Computer Science or Computer Engineering
  • Solid knowledge and understanding of information technology architecture and strategy, including operating systems, end-user computing tools, hardware, application software, configuration, network and mainframe communications
  • Demonstrated management or leadership experience
  • Extensive knowledge and understanding of change, configuration, and release management processes within the ITIL framework. This includes technology enablement and automation, process governance, measurement and audit, and continual process improvement
  • Solid knowledge and understanding of IT service management (ITSM/ITIL), including service delivery lifecycle
  • Knowledge of ServiceNow
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgement
  • ITIL Intermediate Certification in Service Operations and Service Transition
  • Experience with Service Operations in a global, multi-sourced environment
110

IT Service Operations Mgr Americas Resume Examples & Samples

  • Service Design and Continuous Improvement -Plan and manage Service Catalog for Power Solutions working closely with the regional and Global IT delivery organizations, Corporate IT Service providers and 3rd party Managed Service providers. Continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost position
  • Service management - Ensure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Ensure proper monitors and reports on service levels are in place
  • Operations Management - Ensure Service Operation activities are supporting PS IT Functional Departments and PS Functional groups. For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable manner and to work to maintain focus on delivering all aspects of service catalog
  • Incident Management – Act as the regional incident response manager for critical IT incidents when they occur. Coordinate across IT teams during critical incidents to restore normal IT operations as quickly as possible and minimize the adverse impact on global business operations. Lead communications between IT and our business partners during critical IT incidents. Work with peers across regions to ensure proper hand-off’s when needed as part of a follow-the-sun incident response model
  • Problem Management: Lead and/or contribute to problem management activities (8D) following critical incidents to ensure the root cause is known, documented, communicated and proper corrective actions are established to mitigate the risk of the incident reoccurring
  • Change Management:Act as the regional PS IT representative to the enterprise IT Change Advisory Board. Ensure proposed enterprise IT changes are understood, communicated and potential risks to business operations are properly mitigated. Ensure change management is followed within PS IT
  • Performance Management- Ensure all service providers and Managed Service solutions achieve performance goals. Ensure scorecards/measures are in place for all providers and monitor compliance
  • Demand Management– Responsible for understanding, anticipating and influencing customer demand for services. Works with PS IT Service Operation and Service Transition management to ensure that the internal and external service providers have sufficient capacity to meet the required demand. Identify key strategic business and functional requirements from the Global and regional PS organizations
  • Collaboration- Works closely with IT management peers to ensure customer needs are being addressed, solutions are complete and not compromised because of functional boundaries and/or the capabilities of the technical architecture
  • BS Degree in Business, Engineering or Information Technology. MS Degree or MBA preferred
  • 8+ years experience in managing groups, projects and strategic planning
  • Lean and/or six sigma certified
  • Ability to work in a matrixed organization and across geographical and organizational boundaries
  • Results oriented with a “do what it takes” attitude
  • Experience supporting manufacturing and engineering organizations
  • Proactively manages customers expectations
  • Demonstrated project leadership skills with a proven track record of success
  • Willingness to travel to support job responsibilities as required
111

Specialist / Engineer Service Operations Resume Examples & Samples

  • Groups and Permissions for Accessing Server
  • Maintenance of Standard Software Configuration for Workstations
  • Manage the day-to-day delivery
  • System Operation
  • Recovery of data files
  • Monitor server for storage capacity
  • Implement solutions at the systems and subsystem level
  • Maintenance of Software on the Servers
  • Install OS/NOS within existing account
  • Support Level 2 Airport Operations with the implementation of new Airport Operations customers and connections, ensuring that all the necessary checklists and actions have been completed successfully
  • Experience in management of 50+ servers farm
  • Advanced knowledge DNS/WINS/DHCP, Files & Print Sharing, DFS, Quotas and File screening and shadow copy
  • Good knowledge in Backup Management, mainly Backup Exec, Ultraback
  • Good knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
  • Conversant with Utilities/Programs
  • MCSE 2003
  • MCITP: Enterprise Administrator
112

Principal IT Service Operations Resume Examples & Samples

  • Proactively identify issues/problems in the IT service and application portfolios, driving them to their resolution
  • Develop and implement data-driven process improvement initiatives across the organization
  • Contribute to the design of the Incident Management process, data modeling and reporting, policies, and procedures
  • Ensure accuracy regarding proper prioritization, planning, and execution of all incident tickets
  • Provide training, coaching and guidance to internal teams, growing best practices throughout the organization
  • Run small to medium size efficiency projects (Six Sigma or other) within the team cutting across multiple technical silos
  • Assemble monthly service review presentations and business management communications
  • 5 years of experience with Incident Management and the ability to demonstrate an in-depth knowledge of Incident Management processes in a dynamic service environment
  • Demonstrated ability to analyze data, tell the data story and drive improvement opportunities
  • Lead and drive complex projects with multiple work streams spanning different businesses and disciplines
  • Lead Strategic Planning to grow revenue and meet productivity targets
  • Ability to deliver innovative improvement plans that focus on maturing the service and lowering costs
  • Ability to articulate recommendations at all level
  • Developing strategic plans to create a high quality and unique experience
  • Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS), and On-Premises Software and Services
  • Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
  • Willingness to make “big bets” and the ability to articulate the rationale behind the “bet”
  • Outstanding communication skills, both written and verbal, and very strong interpersonal skills
  • Ability to work independently or with a team and multi-task in a fast-paced environment
  • Strong analytical skills using MS Excel or equivalent database tools
  • Ability to problem solve, troubleshoot, and conduct root cause triage
  • Technologies - SQL, Web, Windows
  • Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
  • Use of query and report generating logic or MS Excel experience for data research and analysis
  • Bachelor’s degree in technical field or related discipline
  • Background in developing scripts and/or applications? Familiarity with Power BI and other BI tools
113

Service Operations Frontline Leader Resume Examples & Samples

  • Assist and oversee operations and human capital for the operations department in Medicaid Long Term Care in Florida
  • Achieve performance metrics for a fast paced LTC operations environment
  • Reviews reports and metrics and identifies performance improvement opportunities
  • Develop team members and assist in creating department process flows
  • Report trends and implement appropriate actions to control trends
  • Develop system-view recommendations
  • Ensure compliance with regulatory requirements for the operations department
  • Ensures internal reports and government reports are prepared timely and audited for accuracy
  • Provide support for responding to government request through data gathering, coordinating, and preparing responses
  • Understands the contractual requirements and regulatory environment as it relates to the Florida Medicaid LTC Program
  • Interprets Florida Medicaid policy and uses that knowledge to support operations
  • Collaborates with IT and other teams on existing requirements and to develop new requirements for system enhancements, implementation, and integration
  • Works with process teams to recognizes when existing processes are broken or not optimal and identifies the necessary changes to correct the processes, and monitors implementation
  • Prior leadership experience in a long term care industry
  • Proficiency in analyzing and interpreting trends
  • Ability to read and comprehend work-related documents & instructions
  • Ability to communicate information and ideas in speaking and writing so others will understand
  • Able to apply common sense understanding to carry out general rules to specific problems to produce answers that make sense and combine pieces of information to form general rules or conclusions
  • Basic knowledge of Microsoft Office applications (Outlook, Excel and PowerPoint
  • Experienced analyzing different data
  • Progressive experience in the Medicaid long term care industry, with emphasis with leading and managing teams
114

Manager, IT Service Operations Resume Examples & Samples

  • Plans, conducts, and coordinates the development, design and optimization of information technology and systems functions supporting business processes and systems platforms in areas such as Web Development, Infrastructure, systems Architecture/Integration, IT Security, and application development of corporate systems, supply chain, POS, ERP and Business Intelligence
  • Work with customers and users to identify services, service level requirements, negotiate the service level to be provided, document service level agreements, define service quality metrics, monitor and report performance, and adjust service level agreements as needed
  • Support ITIL service operations and transitions activities, including incident management, problem management, request fulfillment, change management, and configuration management
  • Help articulate and execute a strategy for service management-related communications
  • Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
  • IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools; understanding and effective use of key performance indicators for managing service delivery; and the design and provisioning of self-service, ad-hoc, and standardized reports for management support, and operational and strategic planning
  • Act as a guide and mentor for technology staff in the understanding and application of ITSM processes
  • Monitor Servicedesk/Helpdesk system to ensure proper workflow of incident tickets
  • Review customer requests to ensure that appropriate resources are assigned
  • Provide escalation when client issues have not been addressed appropriately
  • Supervise Tier 1 & Tier 2 support teams to properly work and document tickets & projects
  • Oversees the daily work activities and operations of a team offering feedback, coaching and development of effective team dynamics
  • Assists with the acquisition and retention of talent, performance management, and other associate interactions
  • Manage vendor services--Participating in the definition of solution scope and requirements
  • Participation in vendor selection and may participate in vendor status meetings
  • Work closely with Director of IT in defining and improving service delivery processes and flows
  • Coordinate equipment and software repairs with vendors as needed
  • Driving operational performance with the IT vendors
  • Relationship management with the IT vendors
  • Help maintain accurate inventories and assist in ordering equipment as directed
  • Perform daily helpdesk statistics to assist business entities on measuring customer satisfaction
  • Bachelor’s degree - preferably in Computer Science or related field or equivalent experience
  • Typically requires minimum of 8 + years of related experiences, including some people management experience
  • Broad knowledge of internal auditing standards & requirements
  • Strong oral communication, business writing, presentation, and facilitation skills
  • Strength in presentation, communication and influencing skills required for both technical and non-technical audiences
  • Able to recognize the need for, and handle, conflict resolution within their area, and intercede as needed
  • ITIL Certification Preferred
115

Service Operations Resume Examples & Samples

  • At least 3 years experience in a "core" Business Analyst role
  • Prior experience with Service Operations Systems in a call center, financial services, or health insurance industry
  • Must have worked directly with end users and/or business decision makers and not through IT intermediaries. Comfortable asking tough questions in a small and large audience
  • Experience gathering requirements for a Salesforce-based system highly desired
116

Manager Global Service Operations Resume Examples & Samples

  • Must have a minimum of 10 years IT professional experience with at least 5 years experience as a leader of direct reports
  • Minimum 5 years successful experience and passion for leading teams of direct reports to perform at high levels
  • Proven ability to lead technical colleagues in deep technical troubleshooting discussions, while understanding the business impact, and being able to succinctly summarize the essence of a problem and its impact in both verbal and written forms
  • Experience leading major incident recoveries, troubleshooting activities through technical and application management experts
  • Comfortable interacting with senior leaders in pressure situations such as occurring during major incidents
  • Strong ITIL background, training and experience, especially in the Service Operations processes of: Event Management, Incident Management, and Problem Management
  • Experience working effectively in complex global organizational structures
  • Experience working in or leading a Security Operations Center
  • LI-MAC
117

Service Operations Analyst Resume Examples & Samples

  • Must be a U.S. Citizen or a U.S. Permanent Resident
  • At least 3 - 5 years’ experience in Customer Service
  • Ability to learn and adapt to change as this job is NOT routine
  • OpenUPTIME software knowledge & experience, or other service CRM
  • Knowledge of MVS (Multi-Vendor Support) System processes and scheduling
  • Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
  • Friendly, professional demeanor and ability to excel in a team oriented environment
  • Proficient in Sql or Visual Basic
  • Advanced Visio skills
  • Experience with Oracle databases and applications
  • Experience with the Gage System
118

Specialist / Engineer Service Operations Resume Examples & Samples

  • Escalation with management and suppliers
  • Customer advisories
  • Continual service improvement of monitoring and incident management procedures
  • IT systems helpdesk or systems administrator
  • Knowledge of complex IT/Network systems
  • Ability to work with International teams and customer
  • 2-3 years of experience in above mentioned activities
  • Teamwork: Demonstrates a strong desire to see the team achieve its agreed goals
  • Degree in IT or Business, or equivalent
119

Service Operations Resume Examples & Samples

  • Acting as a point of contact for the business supporting a number of business-critical services and applications
  • Prioritising and resolving day-to-day systems issues and client requests
  • Effectively managing client expectations and escalating where appropriate
  • Comfortable to work in 24*7 Environment
  • Involvement in a weekly/monthly patching activities and business-driven enhancements
  • Assisting with process improvements, systems integration and BCP efforts
  • Building and maintaining strong relationships with the business
  • Identifying areas for Automation and developing tools/scripts to reduce Manual Tasks
  • Familiar with SQL programming, UNIX commands/scripting any language (VB, JAVA, Dot Net etc.)
  • Good Understanding of ITIL Processes
  • Pro-actively understanding and resolving technical issues
  • Ability to work effectively under pressure to provide timely and accurate solutions to system problems
  • Strong interpersonal skills and the ability to work independently as well as a team player
  • Prior knowledge of Oracle, UNIX and Remedy is preferred
  • 1-2 years of relevant experience
120

Service Operations Specialist Resume Examples & Samples

  • Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
  • Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
  • Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
  • When/where required, perform assigned tasks on 24 x 7 shifts basis
  • 1-3 years of experience on an IT site working with Unix and Linux Systems
  • 1-3 years of experience/knowledge on Network communication standards, protocols and equipment
  • Airport Services
  • Network Services
  • Customer specific services and solutions (for dedicated support)
  • Demonstrated maturity in handling complex customer issues and demandingstomers
  • Recognized industry certifications at beginner level
121

Director, RX Service & Operations Resume Examples & Samples

  • Lead for all Large Account and Health Systems activity related to RX. Responsible for maintaining a funnel of activity including targeted new opportunities as well as new RX opportunities with existing customers. Ensures and monitors large customer RX profitability while continuing to offer Generic solutions to existing customers. Maintains strong relationships with the Large account and Health systems sales teams and the customers
  • Ensure that our RX service offering remains differentiated from the competition. Also ensure that our total RX offering is provided as an RX solution
  • Oversees organizational preparation around regulatory needs including Serialization
  • Maintains strong connectivity with the marketing team and ensures that our RX goals and objectives are supported. Ensures that all RX launches and marketing efforts are well planned and executed
  • Maintains strong connectivity with the Field sales organization in Primary Care
  • Strong business and financial Acumen
  • Strong people leadership skills managing teams in different locations
  • Manage multiple projects requiring frequent communication, organization, time management, and problem solving
  • Marketing analytics and supply chain project management
  • Planning, cost reduction, and contract negotiations
  • Ability to translate strategic vision into tactical plans and influence adoption of prescribed actions
  • Strong interpersonal and influential skills; ability to interact at various levels of the organization
  • Building strategic relationships with suppliers
  • RX Injectable experience
  • Clear understanding of the RX wholesale model as it relates to the balance of Generics and Branded pricing in the market place
  • Influencing, Presentation, Relationship Management
  • Leadership in a matrix organization with the ability to communicate ideas to stakeholders and senior decision-makers
  • Visionary thinking to generate alternatives and innovative solutions; creation of risk/benefit analysis on formulated ideas
122

Specialist, Service Operations Center Resume Examples & Samples

  • Intermediate level Understanding of SS7 signaling and concepts
  • Intermediate level Knowledge of basic cell site topology, basic RF principles and system architecture
  • 3+ years GSM/UMTS/Wireless/telecomm system infrastructure experience in operations and support
  • High School Diploma/GED
  • Two-year vocational degree in a technical discipline
123

Senior Engineer Service Operations Resume Examples & Samples

  • Minimum 3-5 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
  • Ability to support, troubleshoot, analyze and investigate on proprietary systems
  • Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE
  • Expert knowledge of SITA products such as ASL, services and proprietary systems
  • Knowledge of Airline and CAA customers use of ACM applications
124

Director, Capital Service Operations Resume Examples & Samples

  • Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives
  • Manages individuals and teams associated with the various business, program and planning functions of the capital technology franchises
  • Maintains effective working relationships to seamlessly integrate the program area into the overall strategic objectives and activities of the capital service organization
  • Ensures the quality policy/system is planned, understood, implemented and maintained by ensuring compliance within the department and, in partnership, throughout the service organization
  • Demonstrates leadership in communicating service oriented business goals, programs and processes
  • A Bachelor’s Degree in Business, or Biological Sciences with a business emphasis, related field or equivalent
  • A minimum of ten (10) years of demonstrated experience at a supervisory/managerial level
  • Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets
  • Demonstrated ability to forecast major milestones; must be adept at delegation, follow-up, and team building in a matrixed organization
  • Demonstrated ability to understand and comply with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks
  • Proficient personal computer skills including spreadsheet skills, word processing, database management, and other relevant applications
  • Experience working in a broader enterprise/cross division business unit model preferred
  • Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
  • Ability to work effectively within a team in a fast-paced changing environment
  • Multi-tasks, prioritizes and meets deadlines in timely manner
  • Ability to travel up to 25%, including internationally
  • Experience in a hospital lab setting; Cardiology, electro-physiology, or working with Implantable Cardiac Defibrillators (ICDs), pacemakers, or cardiac electro-physiology procedures a plus
125

VP Service Operations Resume Examples & Samples

  • 1Provide oversight in establishing processes and protocols that ensure the smooth and effective delivery of HMH Services. Create & build operations organizational structure, monitor daily operations and identify opportunities for change. Optimize organizational structure and processes based on changes in ongoing business needs. Develop escalation process with internal and external customer needs as top priority %
  • 2Manage team responsible for all services logistics and scheduling efforts consistent with achieving revenue and customer satisfaction targets. Oversee merger of multiple legacy systems and processes into single best practice approach for managing scheduling of team members across Services organization. %
  • 3 Creation and reporting of KPI measures and metrics across the Services Organization. Provide input to management around metric analysis. Ensure systems enable easy and practical reporting abilities. Assess financial and operational impact of systems, initiatives and processes. %
  • 4 Talent Management
  • Build, manage, and develop a strong team to drive operational performance
  • Communicate key messages to employees
  • Train, delegate, coach/counsel, and evaluate direct reports
  • In collaboration with Enablement group, support the implementation of best-practices for consultant delivery, and monitor services delivery quality, demand planning, consultant capacity / knowledge, and other consultant performance metrics. Create and lead culture of continuous improvement, identifying and implementing process improvements and metrics to meet customer expectations Develop methodology for contingent labor to support operations and logistics peak period
  • 5Cultivate relationships with counterparts in HMH Services, Sales and Global Supply Chain groups, and coach team to do the same. Build team in a way that supports an overall Services Group transition from legacy groups to a new, integrated model. Interface directly with internal customers/stakeholders, external customers and vendors as needed to support business
  • 6Other responsibilities as assigned
  • Bachelor’s degree in job-related discipline; advanced degree highly desirable
  • Experience in sales and/or implementation of products/programs
  • Solid communication skills – written and oral
  • Experiencing with SalesForce or enterprise CRM system Prior experience in K-12 education not required, but a plus
126

Head of Technology Service Operations Resume Examples & Samples

  • Significant and proven experience in a leadership role and in managing senior vendor/partner relationships
  • Strong team leader, able to work in virtual, global teams in a matrix organization, transfer knowledge and develop capability of team members
  • Excellent relationship management, communication, influencing and presentation skills
  • Critical thinker, solutions oriented and highly motivated to identify, develop and drive strategy
  • Self-starter, highly flexible and skilled in meeting deadlines in a high-pressure environment
  • Excellent communication skills, clear and concise, fluent in English (written and spoken)
  • Strong business planning skills, including analytical, problem solving, financial management, and strategic agility
  • Experience with process improvement projects including identifying process gaps, developing strategies for solutions, and enabling change within a department(s) and across the enterprise with a focus on risk and controls
  • Ability to work in a fast-paced business environment
  • Willing to make tough/unpopular decisions, but respected by internal and external business leaders
  • Excellent interpersonal skills and confidence to interface with global teams, and individuals at all levels
  • Results-oriented team player with a passion for excellence and a commitment to customer satisfaction
  • 10+ years of eDiscovery or Litigation Support experience in a management role
  • 3-5 years of financial services industry experience, familiarity with banking systems, products and terminology
  • Proven experience in developing and leading the execution of strategic responses to legal and regulatory inquiries
  • Prior experience of transforming eDiscovery function in a large organization
  • General understanding of the Federal Rules of Civil Procedure
  • Familiarity with data privacy and cross-border data regulations and issues
  • Experience with litigation support vendors and consultants
  • Familiarity with legal hold/preservation of data and collection workflow policies, processes, and automated software solution(s)
  • Experience and/or familiarity with enterprise information technology and various forms of electronically stored information (ESI)
  • Understanding of latest eDiscovery trends, tools, and systems in the market
  • Familiarity with eDiscovery technology-assisted review products
  • Prior experience in an eDiscovery client service role
  • Access to a wide eDiscovery external network
  • Experience with IBM Atlas tools a plus
  • ACEDS certification, or willing to become certified within 12 months of employment (Bank sponsored)
127

Team Manager Service Operations Resume Examples & Samples

  • To own the customer relationship through a team of team members
  • To demonstrate good knowledge of BT products and processes across functions and their customer base
  • To build and maintain internal relationships across own organisation and, where appropriate, the wider unit
  • May be involved in providing information at a local level with trade unions
  • To demonstrate awareness of BT’s strategy and good knowledge of unit strategy
  • To act as coach on a range of products and techniques for dealing with customer issues at each stage of the customer interaction
  • To ensure compliance targets are met for own team and to meet people related targets
  • To communicate operational plans as it applies to the team, report on productivity and other measures as required
  • To act as the first escalation point for customer complaints and retain ownership until resolution
  • To be responsible for resource planning and capability matching within their team
  • To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction
  • To own the customer relationship at "peer level" or higher within the customer organisation,
  • To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship
  • To meet all people management related targets
  • In most cases, requires experience as a line manager in a service / billing environment, excellent coaching skills and experience of dealing with performance issues
  • Good knowledge of product area; what it is, does and how it is delivered to the customer, also how it fits with other products
  • Could require a significant level of customer business awareness and a thorough understanding of products appropriate to the customer base, billing / credit management
  • Customer management skills
  • Good IT / Communication competencies in one or more field, to provide the necessary guidance and input during customer service impacting issues
  • Ability to represent the unit with local trades unions
128

Dir, Service Operations Resume Examples & Samples

  • 5+ years’ experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development
  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
  • Proven strong leadership skills managing large high performance teams
  • Experienced working with vendors
129

Director, CT Service Operations Resume Examples & Samples

  • Provides advanced remote and on-site technical support for assigned CT products
  • Leads Service New Product Introduction process in support of product launches
  • Develops curriculum and conducts training for global service partners
  • Provides project management and technical support for new product installations
  • Works with global Operations to develop spare parts plans to ensure appropriate levels of stock are maintained
  • Interfaces with Engineering, Operations and Product Management functions to drive serviceability and reliability requirements into product roadmap. Works with R&D to ensure service tools, methods and manuals are developed and verified
  • Collaborates with Quality and Regulatory departments to resolve customer complaints
  • Manages customer surveys to gauge key performance metrics
  • Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 5+ years of experience servicing medical imaging equipment
  • Experience troubleshooting and repairing medical imaging equipment preferably CT and/or MR
  • Prior Service training experience a plus
  • Ability to travel up to 50% (global)
130

Director, Field Service Operations Resume Examples & Samples

  • Manage and oversee the day-to-day operation and administration of the District Service Managers and their service teams in your assigned zone
  • Drive business results and manage customer relationships within your area of responsibility
  • Provide leadership in order to achieve revenue and margin targets, customer loyalty, world-class service and employee satisfaction
  • Drive improvements in customer satisfaction by leveraging customer feedback programs and direct customer engagement to accelerate the implementation of effective solutions
  • Improve profitability of the services business by maximizing revenue and managing labor and material expense
  • Accountable for positive leadership of direct reports including on-going direction, coaching and career development Lead and cultivate a culture of Hologic values and integrity and drive customer loyalty
  • Own operational processes (PM Compliance, Overtime Management, SR Process compliance) and any other processes required to run your business
  • Maintain on-going, cross-functional communication in order to ensure that there is adequate liaison with Product Sales/ Marketing, National Accounts, National Service Support on key customer issues
  • Provide targeted solutions and negotiate contracts to a win-win position for customer opportunities within accounts of assigned responsibility
  • Work closely with National Accounts managing GPO/IDN customer account relationships and attending quarterly business meetings
  • Promote a safe working environment and ensure compliance with applicable Quality Management System and Regulatory policies and procedures
  • Ability to develop and implement strategic initiatives to generate growth in revenue. Can create competitive strategies and plans
  • Proven business savvy with strategic thinking and planning skills and experience in managing P/L business
  • Proven leadership and ability to orchestrate resources and motivate teams
  • The ability to effectively handle multiple and conflicting high-level business problems simultaneously under time constraints
  • Proven ability to effectively communicate across a distributed workforce and with customers
  • 10+ years of Field Service Management experience
  • Excellent communication skills, both written and oral, including the ability to deal with customer issues of critical importance, in a sensitive but effective manner. Able to work with a minimum of supervision, able to prioritize and execute complex scheduling tasks in a multi-tasking, interrupt driven environment
131

Service Operations Developer Resume Examples & Samples

  • Develop and maintain end user databases to capture Service Operation systems and external systems/data information in a relational format
  • Source, organize, maintain, and summarize data through the development of structured databases, processes and innovative tools
  • Collaborate with internal partners to understand business needs, map existing processes, identify gaps, define requirements, utilize DBS tools and develop technical solutions
  • Investigate issues/bugs in various system conditions, report processes and output, identify root causes, and implement solutions
  • Respond to ad hoc data requests and conduct analysis to provide valuable insights to customers and internal partner groups
  • Develop ERP system reports and data analysis utilizing BI tools, SQL and MS Access
  • Develop interactive databases designed to improve processes and eliminate waste for multi-users
  • Plan, develop, administer and execute specific process improvement projects, including training those who will use the functionality
  • Develop specifications, code, test and debug all Service Operations applications including SQL, ERP, CISCO and MS Access programs
  • Prepare standard work documents on using developed reports and programs
  • Assist in establishing standard operating procedures to support business initiatives
  • Prefer four-year undergraduate degree in information systems, computer science, business, or equivalent experience
  • Expert level skills with MS Access, Visual Basic and SQL
  • MSOffice, SQL, Oracle, CISCO
  • BI knowledge
  • Excellent interpersonal and communications skills (written/verbal)
  • Strong analytical, problem-identification and process analysis skills to aid in identifying opportunities for service
  • This position will have a direct impact on Customer and data analysis by improving reporting and data collection efficiencies for the entire service organization
  • The scope of this position will drive continuous improvements, eliminate waste, identify process gaps, and manage reporting methods. They will be the key contributor in allowing the Support Center to improve processes, support employee management and quality control
132

IT Service Operations Analyst Resume Examples & Samples

  • Monitor and progress escalations for help within the Service Operations Team’s ‘human intervention required’ queue, for those services where you have a proven competence
  • Investigate escalations for help via the portal’s web chat and via Skype for Business video, or indeed meetings in person, with effective communication and investigation capabilities
  • Every ‘human intervention’ is to be treated as a bug, therefore once the escalation is resolved either update an existing bug record or create a new one, and make recommendations as to how to resolve the need for human intervention in future and then, if approved, drive that change through e.g. via technical skills and/or via collaboration with technical colleagues
  • Document / illustrate / video your knowhow for the benefit of others (end users for when the need can be self-serviced, and for the benefit of IT people for when human intervention is required but it can be standardised / knowhow can be improved)
  • MS Servers
  • Win 7
  • Guidance-creation skills (whether written or via recording video), with the ability to translate technical issues in a customer-friendly way
  • Proven customer service skills and experience of dealing and resolving difficult customer issues
  • High IT-literacy, by which we mean that if you’re given a new application and an understanding of what the software is designed to achieve, you could work it out for yourself how to use it
  • A mindset that finds a way of developing self-help within the user community and root cause correction to eradicate contacts to the Service Operations Support team
  • SCCM and AD
  • HP Server
133

Service Operations Specialist Resume Examples & Samples

  • Proactive monitoring of systems, networks and applications
  • Remedial actions on incidents
  • Coordination with support teams
  • Internal incident notifications
  • Participation in post-incident debriefs
  • Incident management utilizing ITIL compliant tools and best practice
  • 2-3 years of the following experience
  • Ability to troubleshoot LAN topologies based on TCP/IP using basic commands such as Ping and Traceroute
  • Commitment to excellence: Have passion for succeeding in assigned tasks and to produce work of the highest quality even under pressure. Is responsible and can be relied upon
  • Communication: Communicate effectively verbally, in writing or via presentation by putting information accurately, concisely and in a timely manner
  • Customer Orientation: Is focused on what is best for the customer, always lets customers’ needs, drive actions and decisions
  • Experience of working within an international, multi-cultural organization and with customers based on mutual respect, trust and professional competence
  • Independent: Able to work under minimal supervision by demonstrating an organizational perspective
  • Self-Learning: Actively works to continuously improve and grow, able work on own initiative
  • ITIL Foundation Certificate – Desirable
134

Service Operations Internship Resume Examples & Samples

  • Conduct studies and propose improvements to the overall process flow and information requirements based on Lean Manufacturing principles
  • Create and utilize data analysis to support service operations team
  • Perform time studies and develop time standards
  • Create and update documentation for standard of work
  • Evaluate communication and information flow within office operations
  • Create process documentation
  • Apply principles of a visual workplace
  • Support revitalization of CAR system
  • Support implementation of Operational Customer Experience initiative
  • Utilize root cause analysis techniques to support resolution of complaints and identification of improvement opportunities
  • Pursuing BA/BS in Engineering (preferably Industrial Engineering or Computer Science) from an accredited college/university
  • Experience setting up databases in MS Access or other similar software
  • Sophomore status or above
  • Ability to perform assigned tasks and complete work on schedule with minimal supervision
  • Eagerness to learn and accept challenges
  • Ability to stay focused while performing multiple tasks and adapt to changing environments
  • Demonstrated skill in the use of Microsoft Office products including Word, Excel, PowerPoint, Access (or equivalent)
135

Specialist, Service Operations Center Resume Examples & Samples

  • Excellent written and verbal communication skills; effectively able to communicate with all
  • Employee levels
  • This position operates in a 24x7x365 environment. Shift work and the ability to participate in an oncall rotation are required
  • Knowledge/understanding of TCP/IP, Cisco IOS, Command Line Language, basic network
  • Configuration, basic server and storage array administration
  • Minimum Required
  • Vocational/Technical Training. Two-year vocational degree in a technical discipline or equivalent
  • Work experience
136

E-service Operations Representatives Resume Examples & Samples

  • 1-3 years customer service, using email a plus!
  • Effective problem solving skills and ability to multitask
  • Ability to resolve customer issues in a clear and calm matter
  • Proficient in Microsoft Office (Word/Excel) and basic functions. Lotus notes a plus!
137

Senior Director, Field Service Operations Resume Examples & Samples

  • Drive the strategy for the Service business to optimize profitability and growth. Execute Service business plan that maps to the Hologic’s overall strategy. This plan will include a specific, aggressive strategy for creating necessary growth, operational efficiencies, customer integration strategies, required products, services and technologies and process transformation
  • In partnership with the VP of Customer Experience, drive and optimize the service delivery model across the North America; leveraging technology, and optimizing cost and resources
  • Review all vendor relationships/partnerships to ensure they are enablers to driving Service profitability
  • Develop the key metrics/performance indicators for the Service Business to manage a growth-focused Service business
  • In partnership with the Quality Team, develop the key metrics for quality improvement to ensure a consistent customer experience
  • Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes
  • Develop the framework for measuring the customer experience and customer satisfaction
  • Lead the effort to develop and enhance tools and technology that will enhance the customer experience and enable and create greater efficiencies
  • Recruit, train, motivate, supervise, mentor, and evaluate department staff, and implement effective succession plans
  • Proven track record of management and leadership skills required to drive profitable rollout of service offerings
  • Ability to balance strategy with tactics; Intuition with analysis; and corporate objectives with customer success
  • The courage to challenge processes that are inefficient or counter-productive and establish new processes to improve efficiency
  • Self-sufficient in preparing content, collateral and presentations. Must be capable of creating and delivering effective presentations. Strong writing skills are critical
  • Adept business knowledge
  • Excellent people, management, and relationship-building skills to interact with customers, channel partners, staff, colleagues, and cross-functional teams
  • Motivated, disciplined, and self-directed
  • Must be organized with strong time management and project management skills. Ability to effectively lead projects and initiatives with cross-functional teams
  • Ability to grasp and translate technical capabilities into customer benefits
  • Attention to detail and an eye for quality
  • Excellent skills and talent for communications in all forms and media, including: verbal, written, visual, presentations, websites, social media, video (both formal and informal)
  • Must have computer skills including MS Word, MS Outlook, MS Excel, MS PowerPoint, and Salesforce.com
  • Willingness to travel 50%
  • Previous experience in leadership of Services organizations
  • Experience working for a capital equipment manufacturer of complex, technically advanced products
  • Experience creating and/or working in a metrics driven service environment
  • Track record of driving change
  • Public and private company experience desired
  • Experience in fast paced/rapidly changing environments
  • Lean Experience – Continuous Improvement
138

Dhts Service Operations Center Duty Manager Resume Examples & Samples

  • Monitoring the pulse of critical systems for Duke Health's information technology environment
  • Execution of emergency procedures for Technical and Business Recovery
  • Ensure timely and appropriate escalation and notification for all critical system issues and outages while striving to exceed all Service Level Agreements
  • Requires frequent interaction with all levels of Duke Health IT as well as vendors and other teams as needed
  • Strong engagement and involvement with Health System OA's - will attend multiple meetings during "off incident" periods to stay in step with their needs
  • Drives problem analysis and incident trending improvement opportunities. Work with Service Owners and Operational Management to drive continual improvement initiatives
  • Works with monitoring tools team to ensure monitoring, thresholds, escalation instructions, job handing instructions and access to manage alarms is supplied
  • Works with operational teams to ensure business continuity plans are tested on a regular basis
  • Individual will also work with Service Owners to drive solid change management classifications and coordination for said technical areas
  • Managing & Leading high and low level support teams
  • Ensuring adherence to strict SLAs, supporting an ITIL framework covering change, incident and problem management
  • Manage high severity incidents involving mission critical applications and crisis incidents involving both customer & senior management communications
  • Manage critical situations acting as a liaison for Service Operations Teams
  • Strong business & communications' acumen
  • Solid knowledge of information technology and business impact/requirements
  • Experience in a communications or technology leadership position leading both business and technology teams through incidents
  • Strong leadership and interpersonal skills to help facilitate communication between organizations, vendors, internal departments and employees
  • Duty Manager has the ability to work across teams and think strategically
  • Experience interacting and influencing senior management, key service delivery personnel to manage problems to resolution
  • Experience working with communications tools, monitoring solutions, tool integration and monitoring governance utilizing the event management process lifecycle
  • Strong interpersonal and communication skills (verbal and written with both technical and non-technical staff), including public presentation skills
  • Self-motivated, goal-oriented and team player
  • Successful candidates will possess a solid understanding of information technology
  • Strong ability to excel in pressure situations and be able to multitask
  • ITIL V3 Foundations Certification preferred
139

Director, Service Operations Resume Examples & Samples

  • Develop and implement processes to drive efficiencies and create a scalable business unit to support a $2B business and maintain 99% system uptime
  • Attract, retain, and motivate a high performance organization capable of driving excellence across 4 major areas; Shipping & Receiving, RMA (processing & repair), Service Materials (logistics & planning), and System Refurbishment
  • Using Best-In-class service planning tools develop and deploy comprehensive plans (new buy and repair) to optimize inventory, achieve service commitments, maximize repair utilization, and minimize operational costs across the service parts network
  • Collaborate with internal cross functional groups and regional teams throughout the world to determine appropriate forecasting methodologies and considerations to achieve optimization between inventory and service level commitments
  • Responsible for forecast accuracy, inventory levels, material availability, excess inventory, exposure management
  • Develop leadership personnel within the department in order to enable future departmental and company growth
  • Bachelor’s Degree or equivalent minimum 10+ years’ experience in Operations with 4 years in a senior leadership role, preferably in large capital equipment
  • Experienced in managing/working Supply Chain, Program Management, New Product Launch, and Suppliers
  • Ability to develop and drive strategic initiatives and lead a team to support a $2 billion business
  • Effective presentation skills to senior level management
  • Must possess excellent communication skills, and the ability to multitask
  • Strong computer skills/business systems preferable with SAP
  • Self-starter with ability to take leadership in unstructured environment
  • Demonstrated ability to learn new software systems quickly
  • Working knowledge of ERP systems – SAP a plus. Experience with database applications preferred
140

Team Lead-service Operations Resume Examples & Samples

  • Work with the Service Delivery Team of 3-5 Engineers
  • Help defining Operating Service Level Agreements (OLA’s) with internal departments including Account Executives, Pega Consulting, Global Customer Support, and Sales Consulting
  • Manage the timely delivery of services to our Cloud customers to ensure we are meeting SLAs
  • Manage the daily operational meeting to review the aging tickets and remedy those tickets that are long running
  • Implement and enforce policies for Service Desk staff and the customer that align to the security program and service catalog
  • Be involved in managing the ticket queues to make sure work is being processed accordingly and escalate tickets as required across the global organization
  • Influence development backlog by adding self-service functionality and enhancements that will drive efficiency, and outlining repetitive tasks that can be automated
  • Take ownership for providing monthly artifacts (process examples, aging ticket report, etc.) for security audits
  • Provide internal and external reporting, including weekly and monthly reports, weekly client score cards and others
  • Handle Cloud customer interaction from the on-boarding to the termination of a client
  • Build metrics and drives key performance indicators
  • Manage customer escalations for critical issues
  • Knowledge of Java, HTML, JavaScript, script languages, Unix/Linux
  • Knowledge of DevOps/SysOps methodology and tools
  • Build and maintain relationships with internal departments to enable, drive customer success, and influence others to define, implement and maintain internal operating level agreements
  • Ability to manage multiple projects/programs and influence cross functional contributors
  • Ability to achieve quick hits for mission critical opportunities by focusing on core solutions
  • Clear and concise written and verbal communications skills
  • Experience with cloud technologies such as Amazon Web Services
  • Experience in working with mobile solutions
  • Experience in Quality Control and Quality Assurance concepts, tools and processes
  • Team management experience with a positive and ‘can do’ demeanor
141

Service Operations Lead, Building Resume Examples & Samples

  • Design and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, inventory management, design for service requirements)
  • Partner with third-party-vendors to deliver best in class performance metrics for reverse logistics and contact centers
  • Manage and execute the evolution of future customer-focused post purchase services
  • Manage service process and repair quality to drive best in class results
  • Drive new product readiness within the post sales network to include: repair support network definition, materials availability, training, process tools development, and repair entitlement
  • Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders and employees
  • Must have 10+ years of management experience with a Service Operations background
  • Business and operations leader who can deal with fast-paced start up organization
  • Track record of achieving and exceeding operational goals
  • Ability to improve experiences by leveraging technology platforms
  • Ability to think strategically, continually innovate against marketplace and customers’ needs, and analytical mindset with an ability to focus on details and drive operational excellence
  • Analytical prowess and willingness to drive detail and operational excellence
  • Experience working with diverse teams including technical, design and business experts
  • Focused on a continual pursuit of ideation and game-changing service solutions
  • Communication, partnership, and negotiation skills, with the ability to present service vision both internally and externally
142

Service Operations Technician Resume Examples & Samples

  • Excellent customer service and communication skills
  • Solid command of the English language
  • Bachelor’s degree in Computer Science or similar field
  • Experience providing technical support
  • Experience with Windows and MS Office troubleshooting
  • Experience with network troubleshooting
  • Ability to work on a shifting schedule
  • Capability to work independently and with minimal supervision
  • Integrity, honesty, a positive attitude, strong attention to detail and desire to help people are all essential
  • Experience handling calls within a Contact Center is preferred but not required
143

Director, Service Operations Resume Examples & Samples

  • Ensures management resulting in timely execution of provider credentialing, and organization contracts, and the flow of accurate provider data and reimbursement schedules in provider databases. Employs key metrics, reporting and active management approach to ensure productivity and quality
  • Provides oversight of new program implementations for successful program execution
  • Collaborates with necessary departments to plan and develop specialized member materials (handbooks, manuals, newsletters, etc.). Provides input and facilitates necessary approvals and reviews, and works closely with marketing and communications to ensure that the design, lay-out, printing, production and distribution of materials are within corporate standards
  • Develops and implements strategies to simplify processes and decrease administrative costs. Establishes standards, policies, procedures, and workflows for data entry, analysis, accuracy, reporting, database security, and data dictionary
  • Directs cross-functional projects in conjunction with various departments to develop and implement complex data collection, analysis, data quality, and reporting and data applications on a variety of information systems platforms
  • Depending on SBU supported, may direct database and information systems functions assuring quality of information and efficiency of technology
  • Responsible for department budget, ensuring necessary resources are available and efficient, cost-saving use of those resources
144

Manager Service Operations Resume Examples & Samples

  • 5+ years of Call Center experience with a track record of success in leadership positions
  • Healthcare experience preferred - specifically medical management/utilization management
  • Demonstrated leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
145

Director Service Operations Resume Examples & Samples

  • 10+ years of Medical Management experience (preferred in Utilization Management) including a track record of developing high performing teams
  • Current RN License
  • Familiar with clinical criteria - Milliman Clinical and Aetna Clinical Guidelines
  • Advanced proficiency in Excel and ability to quickly learn new systems
  • Familiar with URAC accreditation and establishing TQM programs
146

Service Operations Analyst Resume Examples & Samples

  • Perform initial triage of server infrastructure issues
  • Ability to diagnose and install SSL certificates
  • Complete ad hoc assignments per direction from the Service Availability
  • Managers, the Senior Manager and/or the DTOC / GSO Executives
  • 2 – 3 years’ experience in an IT Support Center, NOC, or Technical Operations Center
  • 5 + years’ experience in a high volume Enterprise Operations Center
  • Solid knowledge of core protocols (DNS, DHCP, TCP/IP, HTTP/S, SNMP, etc.)
  • Associates Degree in Computer Science, related field or commensurate industry work experience and certifications
147

Materials Lead Service Operations, Building Resume Examples & Samples

  • Design and implement a customer-focused Materials strategy for the Customer Experience team, ensuring we are ready for a successful product launch
  • Be the business voice responsible for capturing, documenting and communicating financial exposures and outlay as it relates to their product in the field
  • Work within the local and remote operations, engineering and software teams driving development, implementation and management of the product to ensure the optimum level and flow of materials is achieved
  • Work with the OEM to set the material strategy and ensure the desired material flow is achieved
  • Ensure proactive measures taken to anticipate changes in demand in conjunction with Product Management
  • Anticipate conflict in the supply chain flow and establish contingencies to assure Customer Experience objectives are achieved
  • Manage Inventory Objectives and establish Buyer/Planner goals based on demands
  • Drive initiatives for alternative suppliers, material substitutions, and managing engineering cost savings initiatives with suppliers
  • Ensure evaluation process for vendor quotations being used that utilizes appropriate negotiation techniques to ensure quality, price, delivery, and service
  • Identify Key Process Indicators for successful materials management, measuring and regularly communicating them in a data driven manner
  • Bachelor or Master’s degree in Engineering, Operations, Supply Chain Management, or a closely related field
  • 8+ years of experience in Customer Experience and Repair Operations
  • Experience in driving projects with results
  • Knowledge of Customer Experience operations, materials management, consumer warranty policies and repair operations
  • History in devising and tracking data driven processes
  • Ability to think strategically, continually innovating against the marketplace and customers’ needs, with an analytical mindset and an ability to focus on details to drive operational excellence
  • Experience in directly or indirectly managing small to medium employee base. However, ability to work independently during initial development stages is necessary
  • Communication, problem solving, and collaboration skills
  • Ability and willingness to travel up to 25% to global locations
148

Mortgage Banking Service Operations Specialist Resume Examples & Samples

  • 1+ years prior mortgage servicing experience preferred
  • Experience with MSP (EAGLE1 knowledge a plus)
  • Expert PC skills required, with a demonstrated proficiency in the following: Access, Excel, Outlook, & all Microsoft applications, and general database management
  • Preference will be given to candidates with MSP Mainframe Experience
  • Ability to exercise independent judgment, set priorities and goals
  • Strong interpersonal & professional oral/written communication skills
  • Solid general office skills mandatory, including typing, data entry, and file organizational skills
  • Must be a team player and enjoy a high energy environment
149

Senior Specialist Service Operations Resume Examples & Samples

  • Actively driving the ITIL process / functions life cycle which in scope through execution, monitoring, reporting and optimization
  • Actively driving the process / functions execution and monitoring
  • Taking the manger on duty role
  • Run regular audits to ensure the process compliance
  • Ensure proper reporting to executive level and stakeholders
  • Take care for continuous improvements to increase efficiency and effectiveness of the process / functions
  • Ensures the implementation of process and functions releases
  • Fulfill the expected roles in respect of the ITIL process scope
  • Take responsibility IT Operations Management
  • Ensure the proper execution fulfilling SLA, OLA requirements
  • Measure SLA/ OLA fulfillment and derive and run actions in case of deviation
  • Ensure a proper reporting to create transparency about the results and status of processes and actions
  • Masters Degree in Computer Engineering/ Sciences
  • Typically holds minimum 5 – 8 years post graduate experience
  • Solid experience in implementing ITIL framework
  • ITIL Foundation Certification is a plus
150

Service Operations Specialist Resume Examples & Samples

  • Interface with SITAONAIR groups to support the day-to-day Configuration requirements
  • Develop a detailed knowledge of specific SITAONAIR applications plus a broad knowledge of system processing and system assumptions
  • Analyse data from multiple sources and translate into custom inputs for database and software applications
  • Monitor system processes and data loads to ensure data integrity
  • Investigate complex customer issues and discrepancies related to Configurations. Determine requirements and take corrective actions or recommend changes to system Configuration to resolve
  • Coordinate the resolution of customer problems and act as liaison between Operations & Customer Support staff and the user community
  • Provide training to peers
  • Assume lead in small projects as required
  • Maintain the SITAONAIR Datalink configuration database accordingly to the SITAONAIR customers’ requirements
  • Ensure that both the SITAONAIR Datalink production and backup systems are well updated and synchronised with the same configuration version
  • Provides on a weekly basis to Partner DSP ADLT configuration changes that concern Partner DSP customers
  • Prepare, validate and verify all SITAONAIR customers’ configuration requests prior to be activated by the SITAONAIR Operations on duty staff
  • Provide technical expertise and/or operational requirements on SITAONAIR Datalink configurations to the SITAONAIR Systems and Applications Support group and to the Aircraft Cockpit Services department
  • Provide on line support to SITAONAIR customers (e.g. customer problem solving, new system implementation at customer end,)
  • Lead the AIRCOM Direct Front-End Processor (ADFP) and AOIP (ACARS Over IP) access certification process. This includes the support during the certification testing (connectivity set-up, test configuration, test plan and monitoring…) and the implementation in production
  • Share the technical expertise on SITAONAIR Datalink configuration with SITAONAIR Service Operation team members
  • Establish and document operational procedures in support of the SITAONAIR Datalink configuration activities
  • 2+ years experience in the network, and/or application/system support domain required
  • Networking & Airline related knowledge is an asset
  • Data processing experience highly desirable
  • Strong analytical skill and testing skill a plus
  • Sound knowledge of the AIRCOM Datalink applications and good understanding of the AEEC specifications (ACARS, 620, 622, 623, 618.) - Desirable
  • Methodology, accuracy, and good organization
  • Good Time management
  • Excellent problem solving and analytical skills with attention to details
  • Proven ability to analyse, draw conclusions, and create solutions to complex problems
  • Good working knowledge of computer operations, IP protocols and monitoring facilities in SITAONAIR Operations centre
  • Practical knowledge in the use of PC software such as: Word, Excel, Access, Outlook Email
  • Initiative and ability to make operational decisions on the spot
  • Good interpersonal and organizational skills
  • Ability to work in a team as well as independently
  • Fluent in both verbal and written English
151

Service Operations Ofc Resume Examples & Samples

  • Strong communication (verbal and written), customer service and interpersonal skills
  • Ability to handle large volumes, tight turnarounds and multiple deadlines
  • Some experience with conflict resolution required
152

Citibank Berhad Kl-branch Service Operations Resume Examples & Samples

  • Leadership Qualities with good communication and interactive skills
  • Excellent spoken and written communication skills in English
  • Has knowledge of systems and technologies in Call Center operations will be an added advantage
153

Service Operations Technician Resume Examples & Samples

  • Service Operations providing (24/7) support to customers on services included within the private line and data product sets. This support includes accepting and progressing faults received directly from end customers and BT interfaces. It also includes proactive network surveillance and progressing faults to resolution with suppliers and vendors
  • Co-ordinates maintenance and repair of the telecommunications and ancillary electronic equipment
  • Likely to be working in a 24/7 service centre environment interfacing directly with end customers, various BT distributors and customer service centres
  • Responsible for monitoring network and management systems performance by identifying customer traffic and customer impacting system problems
  • Work with BT partners and end customers to coordinate inter working testing and fault isolation / repair
  • Analyse complex equipment problems and provide recommendations and coordination of repairs or replacement of associated faulty equipment
  • Manages repairs requiring knowledge of procedures utilised within the international market place. Including recording data of significant complexity
  • Analyses data and prepares reports detailing results
  • Responsible for driving suppliers to repair on associated access circuit faults
154

Service Operations Incident Resume Examples & Samples

  • Knowledge of ITIL V3 Processes, especially Problem Management
  • ITIL V3 Service Foundation qualification. (Desirable)
  • ITIL V3 Intermediate Operations qualification. (Desirable)
  • Knowledge and Experience of the HP Business Technology Optimisation (BTO) Service Management Toolset
  • Good communications (written & verbal)
  • Ability to remain calm under pressure or through demanding challenges
  • Is able to work under general supervision, with no instructions needed for routine work. Receives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacy
  • Interacts primarily with internal personnel and external customers on routine matters
155

Service Operations Specialist Resume Examples & Samples

  • 2+ years experience in networking
  • 1+ years experience in security
  • Experience with CCNP (R&S)
  • The job will require Morning, Afternoon and Weekend shift work
  • Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until
  • Diploma / Certificate in Computer Science, Electronic Engineering or equivalent
  • Applicable vendor / technology entry level certification or equivalent work experience, in particular: CCNP, Linux/AIX Specialist
156

Service Operations Specialist Resume Examples & Samples

  • Support delivery manager to execute administrative tasks
  • Handle and lead the support of service operations on MSA, billing, AR, indirect customer KYC … and with cross function team
  • Drive One service to align with ML service, Siebel/SFDC/CPQ etc. system
  • Ensure HK MSA productivity
  • Minimum of five years administrative experience working in service function
  • Strong demonstrated writing skills, articulating complex ideas in an easy to understand manner
  • Strong Interpersonal skills and execution capacity
  • Creative and able multi-task in an changing priorities
  • Familiarity and working knowledge of relational databases and knowledge of the GE service system desirable
157

Director, Service Operations Resume Examples & Samples

  • Designs, builds and implements a world-class service operation for Electrify America, providing electric vehicle drivers a highly-reliable charging experience and seamless customer care support. (10%)
  • Overseas network services platform implementation and operation including systems and processes for customer service and call center operations, charging hardware operability and availability reporting, ticket creation and resolution, pricing strategy implementation, customer access and payment methods and transaction processing and settlement. (10%)
  • Manages, monitors and controls all service level agreements with charger manufacturers ensuring strict compliance to up-time requirements, preventative maintenance schedules, and field support commitments. (10%)
  • Leads QAQC management across charging hardware products through tracking and assessing component failure frequency, conducting root cause analysis, monitoring vendor risks and creating parts supply contingency strategies. Works closely with Technology group to integrate QAQC results into manufacturing and process improvements with hardware suppliers. (10%)
  • Continually monitors charger failure points, error codes and driver complaints via network platform operations center, customer call center and social channels (Plugshare, social media accounts) for continuous improvement of the customer experience. (10%)
  • Manages all driver-facing processes for company including all in-bound and out-bound multi-lingual call center training and operations to ensure industry-leading customer care performance metrics. (10%)
  • Assumes responsibility for all software development projects related to network services platform including integration across organization’s Control Tower, integration with other network platforms for interoperability arrangements, implementation of new industry standards such as ISO15118 and any ad-hoc software customization needs. (10%)
  • Collaborates with Infrastructure Planning team to develop and implement customer journey strategy including creating value-added driver products and services to increase utilization and network sustainability. Conducts frequent market research to optimize customer journey. (5%)
  • Overseas charging hardware commissioning processes with vendors and network platform to create a seamless on-site commissioning process for newly installed charging stations. (5%)
  • Creates and implements innovative payment methods, promotions, media strategies and network features to drive charger utilization, charger access, customer ease-of-use and site host engagement. (5%)
  • Overseas QAQC for non-charging hardware site equipment including switchgear, battery-storage, solar, utility infrastructure where required, hardscaping and landscaping. (5%)
  • Works collaboratively across the organization to ensure Voice of the Customer (VOC) is reflected in the DNA of the organization and that customer feedback is continuously incorporated into design and planning activities in other functional areas. (5%)
  • Develops and prepares quarterly forecasts and budgets for service operations department, ensuring adherence to financial controls and cost guidelines. (5%)
  • Proven experience in product management, service operations and/or customer care
  • Detailed understanding of the EV Supply Equipment ecosystem
  • Experience in product design, product engineering and/or product quality control
  • Demonstrated record of precision & integrity in past work assignments
  • Experience working with and/or managing call center training, operations and performance tracking
  • Experience working within manufacturing and supply chains of power electronic equipment suppliers
  • Experience managing software development projects and processes
  • Excellent project and documentation management abilities
  • Very high attention to detail
  • Excellent problem-solving ability
  • MBA or Master’s Degree
  • Knowledge and understanding of the automotive OEM industry
  • Knowledge of the solar and stationary storage markets and requisite service requirements
158

Service Operations Technician Resume Examples & Samples

  • College degree or equivalent Technical Training
  • 3-5 years related work experience
  • Current Cisco certifications preferred
  • Service Assurance / Repair Experience on the following systems, technologies and test equipment: ECI (T::DAX cross-connect system and TNMS management system) or other DACS cross-connect systems; Transmission fault isolation / repair experience on sub rate / high order systems (64K / OC-12 or STM-4); Knowledge of SONET / SDH; NET (Promina / IDNX multiplexers and ) family of multiplexers or Newbridge's family of multiplexers; Cisco (BPX, IGX, MGX, Routers); HP Openview; Frame Relay, ATM or MPLS services; Demonstrate technical overview and capabilities of various network designs: Fireberd 6000; Agilent / Omniber 37717; REACT 2001 / (ITMS)
159

GSD Americas Service Operations Lead Resume Examples & Samples

  • Maintain a high quality of service by managing service levels, productivity and engagement
  • Work with various internal, external and business support groups to understand operating requirements and deliver support and project services that meet those requirements
  • Direct staff in recognizing, identifying, isolating and resolving incidents
  • Assure our users are provided efficient and timely first and second level support on an ongoing basis as well as drive lasting solutions
  • Manage the Service Desk staff and the leads, including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Other key deliverables will include: First Touch Resolution (FTR) improvement, offline desk harmonization, and scheduling of Raleigh resources
160

Director, Service Operations Resume Examples & Samples

  • Recruit, leads, mentor and provide development for 2-5 Manager level positions and other assigned personnel to foster and create a strong work environment for an organization of up to 60 employees and ensure strong leadership succession planning
  • Helps create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting
  • Ensures that operation provides consistent and quality account services for $4.4 billion dollar block of business with anticipated annual growth of 5 to 10%
  • Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations
  • Serves as the home office relationship manager for external enrollment firms, providing access to cross-functional areas within Unum for issue resolution, delivering key communications and messages
  • As business owner of the enrollment technology tools (inclusive of plane.biz, Hosting, ADI, Benefits Administration, kits pre-enrollment websites and template system) lead cross-functional team of IT, Project Managers and Business Managers to deliver on enrollment technology solutions, inclusive of learn materials, receipt of application and issuance of policy
  • Establish and manage the enrollment product release management strategy. Accountable for negotiating competing priorities, defect resolution and ensuring flawless execution of enrollment technology releases
  • Effectively develop relationships and negotiate strategically with external enrollment firms regarding enrollment and benefits administration technology solutions
  • Develop and execute communication protocols to market enrollment and benefits administration technology solutions to internal and external partners
  • Initiates and drives continuous improvement efforts around key business processes utilizing technology as a key enabler
  • Fiscal responsibility for $34 million dollar operational budget
  • Leads staff in a variety of competencies (project management, work process evaluation, people development, leadership behaviors)
  • Creates and delivers prospective customer and broker presentations which can be presented in the Home Office or require travel to other locations
  • Acts as a project leader for assigned project/initiative efforts
161

Senior Analyst, Service Operations Resume Examples & Samples

  • Accountable for ensuring that the Service Transition process is fully executed by the provider. Provides input into the Change, Release and Deployment management processes and schedules to ensure minimal impact and downtime of changes to the business
  • Reviews and approves the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications
  • Serves as primary AbbVie contact point and first level of escalation for Incidents and Problems. Assists with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams
  • Required: Bachelor degree in Information Technology, Computer Science or Computer Engineering
  • Preferred: Master degree in Business Administration, Computer Science or Computer Engineering
  • Required: Minimum of 6 years of combined experience in Information Technology
  • Preferred: Ability to prioritize and multi-task
  • Required: Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
  • Preferred: Experience with Software Development Lifecycle (SDLC) methodologies
  • Preferred: Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.)
  • Preferred: Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management
  • Preferred: Demonstrated ability to coordinate cross-functional teams towards task completion
162

Senior Tech Specialist, Service Operations Resume Examples & Samples

  • Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier. Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities
  • Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operated parameters
  • Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production. Ensures that year over year total cost of ownership continuous improvement goals are achieved. Identifies additional opportunities to reduce maintenance and support total cost of ownership
  • Ensure that all critical production services including: Incident, Problem, Service Transition, Audit, Validation and Compliance and Disaster Recovery are executed as appropriate
  • Preferred: ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations
163

Technical Specialist, Service Operations Resume Examples & Samples

  • Preferred: Master degree in Business Administration, Computer Science or Computer Engineering Required: Minimum of 6 years of combined experience in Information Technology Preferred
  • Required: Proven experience with Application outsourcing and terminology such a Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
  • Preferred: ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations Preferred: Demonstrated ability to coordinate cross-functional teams towards task completion
  • Preferred: Experience developing and implementing Operating Level Agreements (OLA’s)
164

Technical Specialist, Service Operations Resume Examples & Samples

  • Serves as primary delivery contact for audit requests. Responsible for driving specific audit remediation actions and fixes with Service Provider and Technology Domain teams. Ensure that all the IT systems are complaint with SOX, PCI, PII etc
  • Provides input and feedback for Applications Business Impact Analysis definition and requirements. Reviews the Application Disaster Recovery plans and ensure that the service providers exercise test drills and execute the plan as designed. Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on recovery capabilities
  • Evaluates and approves the Service Providers reported trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency
  • Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier
  • Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities
  • Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production
  • Ensures that year over year total cost of ownership continuous improvement goals are achieved. Identifies additional opportunities to reduce maintenance and support total cost of ownership
  • Accountable for ensuring that the Service Transition processes are fully executed
  • Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business
  • Required: Bachelor degree in Information Technology, Computer Science or Computer Engineering Preferred
  • Master degree in Business Administration, Computer Science or Computer Engineering Required: Minimum of 6 years of combined experience in Information Technology Preferred
  • Required: Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management Preferred
  • Experience with Software Development Lifecycle (SDLC) methodologies Preferred
  • Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.). Preferred
  • Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management Preferred
  • ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations Preferred
  • Demonstrated ability to coordinate cross-functional teams towards task completion Preferred
165

Engineer, Service Operations Resume Examples & Samples

  • System and Platform Patch loading, implementation of software and hardware upgrades on its related service nodes
  • In accordance with company and divisional security directives, deploy, maintain, and enhance the security of server and desktop systems through administrative, preventive, detective, and reactive controls, such as change and configuration management, anti-virus measures, patch management, and system scans
  • Perform and coordinate disaster recovery activity expeditiously in times of service disruptions so as to minimize service downtime and revenue loss. Participate in BCP and/or Audit program initiatives as needed
  • The successful candidate will need to work outside normal working hours to carry out upgrades and patch loading as such activities may disrupt services
  • The successful candidate is required to handle adhoc system faults and/or service degradation speedily. Troubleshoot and perform root causes failure analysis for software, hardware and network faults related to the service nodes
  • Create and maintain engineering test documentation and guidelines system functional and mobile services testing
  • Responsible for supporting the daily operation of servers (HW & SW mainly in Linux OS) and storage systems
  • Create and maintain engineering test documentation, SOP manual and configuration documentation
  • Responsible for supporting daily operation of applications, servers, network and storage equipment
  • Provide Tier 2 & 3 technical support for internal customer and manage vendor for Tier 3 & 4 technical support on a 24x7 standby basis
  • Participate and prepare Tender Specification, Statement of Work and evaluating vendor proposed solution in the Tender (ie RFI, RFP & Award), if required
  • Develop, build and maintain automated regression test suites
  • A good engineering degree preferably in the area of wireless communications with at least 2 year
  • Knowledge on Solaris, Linux (RHEL, CentOS), MySQL and/or storage system (HP/EMC)
  • Knowledge on Cisco UCS system, VMware, KVM
  • Experience in Virtualization and Data Centre Management
  • Experience in Technical Support Management
  • Experience in Demand Operation Organisation Management
  • Able to perform change activities during maintenance window of 12am – 6am
  • Able to perform remote standby 24 x 7 basis for service recovery support
  • Self-driven and highly motivated
166

Senior Director of Service Operations Resume Examples & Samples

  • Lead and direct the resources and activities of the DHTS Service Desk, Account Management, Telephone Operators, Data Center Operations and Operations Center
  • Perform personnel management functions for direct reports, including hiring, personnel evaluations and performance reviews, taking disciplinary action when required
  • Develop and manage the operating and capital budgets for the Service Desk, Account Management, Telephone Operators and Operations Center functions
  • Develop and implement appropriate policies and procedures
  • Collaborate with DHTS management team to identify and implement tools, ticketing, knowledge database, call center telephony technology, to ensure timely processing of incoming customer requests
  • Collaborate with DHTS management team and others to ensure currency of information in knowledge database used by the customer support staff to provide effective and timely support to customers
  • Develop, continually improve and implement strategic and tactical plans for customer support/service operations
  • Establish and maintain a high level of customer support service including but not limited to providing appropriate training for staff
  • Maintain liaison with professional organizations and information systems management within similar organizations to ensure utilization of current principles, techniques, and policies
  • Provide administrative oversight to ensure security compliance
  • Develop and then work with the management team to implement a strategic vision with service support and delivery
  • Monitor department performance and/or progress, and report status and metrics to the COO
  • Oversee the evaluation and prioritization of requests for service so ensure that resource assignment is appropriately provided to maximize customer satisfaction
  • Participate in other project planning efforts as they relate to Operations, overall Technology Solutions and DHTS initiatives, including project management on high-profile projects or key efforts
  • Oversee the management of staffing for 24 X 7 X 365 coverage
  • Engage customers/vendors to facilitate communication of Service Operations activity, issues and efforts to return to service
  • Create and maintain internal operating policies, processes and procedures consistent with IT best practices and service level agreements to ensure service availability
  • Motivate and focus staff on mission, visions, goals and balance scorecard
  • Develop and implement best practices such as incident and problem management, change control procedures, site documentation and cross-training
  • Analyze the performance of Operations Center activities and identify areas for process improvement and staff training
  • Assist and oversee development of reports, track and analyze trends in Service Operations incident management / incident resolution statistics. Additionally, track time to provision requests and analyze opportunities for reduction in fulfillment time
  • Provide management reports to internal and external support groups on the timeliness and effectiveness of Service Operations response to incident resolution efforts
  • Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreement metrics/reporting for systems quality and performance
  • Oversee the development, implementation and administration of Operations Center staff training procedures and policies
  • Drive a continual service improvement plan for Service Operations Center to bring the SOC to a phase II model for monitoring and management
  • Work closely with the Monitoring Engineering Manger to establish a solid tool and process integration to allow for quick mitigation of events
  • Manage the operation of all Duke Health Data Centers to include on-site & colocations
  • Provide administrative support to direct reports (Data Center Manager & staff)
  • Alignment with Engineering to provide state of the art Data Center technology & solutions to support Duke Health's clinical needs
  • Daily shift management in a 24x7 operation
  • Incident and business management in a 24x7 Data Center environment
  • Call center management
  • Software deployment, testing and issue resolution
  • Implementation and maintenance of customer service initiatives, including defining the key measurements of customer satisfaction
  • Operational experience in a medium to large-scale data operations environment
  • Application, network and device monitoring correlation
  • Experience with supporting IT Operations in a hospital environment
  • Familiarity with Epic or similar medical records systems
  • Experience with the Duke Medicine business and its environment
  • Data center operations management
167

Service Operations Technician Resume Examples & Samples

  • Commissioning of network devices to ensure proactive system management
  • Liaise with different teams such as Project co-ordinator, Project Managers, Front Office in order to complete the migration task
  • Able to engage with technical designers, customer engineers & field engineers to resolve technical issues
  • Audit network data and device behaviour in different tools available for the project
  • Assure correct inventory mapping against the migrated devices
  • Assure expected event traps generated for proactive monitoring
  • Investigation and generate RCA should any deviation from process has occurred
  • Timely escalate unsolved matters to Team Leads
  • Works on improvisation to achieve better RCT & RFT with project timeline
  • Competent user of the elements of networking technologies
  • CCNA/CCNP level certified
  • Having hands-on experience on Ionix/Voyence with Knowledge on DASL Scripts
  • Having worked on projects involving migrations before
  • Will have at least three years relevant experience of working experience of working on Cisco routers and switches
  • Experience of configuration made on Network Management Routing protocols such as BGP, EIGRP, OSPF and RIP
  • Experience on technologies such as ATM, ADSL, Frame Relay, ISDN and MPLS
  • Experience of working on Surveillance Tools like Smarts is preferred
  • Knowledge on UNIX or Perl scripting will be an added advantage
  • Knowledge on setting up CRON jobs
168

Service Operations Specialist Resume Examples & Samples

  • Investigate and address L3 tasks when incidents or service requests are escalated by L2
  • Work on proactive initiatives to improve the service. This includes writing scripts, reviewing usage, analysing performance and capacity, etc
  • Participate in Back End maintenance and audit activities such as DR tests, testing, releases and product upgrades etc
  • Write knowledgebase documentation to improve the service and reduce reoccurring incidents
  • Work closely with the engineering teams to gather knowledge and on-board into production deliveries of new features and enhancements
  • Preferred: Educated to degree level
  • Preferred: ITIL Foundation (or higher) certification
  • Proven background in Production Services/Application Support
  • Strong UNIX and Linux skills
  • Strong MySQL or Oracle skills
  • Strong Scripting skills of Perl, Shell Scripts and SQL queries
  • Strong admin knowledge of ITRS Geneos
  • Good understanding of engineering, systems development life cycles, infrastructure and networks
  • Good understanding of Event Management & Monitoring practices
  • Strong communication skills, ability to communicate with people at all levels and influence the progress of tasks
  • Experience in documentation and training
  • Good knowledge of Confluence and SharePoint
  • Practical knowledge of ITIL disciplines in production environments
  • Experience within the IT Industry, preferably within Investment Banking
  • Application Support Experience
  • Experience in working with both onshore and offshore staff, within a globally diverse team
  • Can work with internal and external Service Providers
  • Mandatory: Background in Application Support or Application Development as well as monitoring implementation
169

Specialist, Service Operations Center Resume Examples & Samples

  • 3+ years GSM/UMTS/Wireless/telecomm system infrastructure/ or data platform/application support experience in operations and support
  • Experience supporting Unix/Linux and Windows platforms
  • Basic knowledge of Unix
  • Experience with applications support in an operations and support role
170

Service Operations Specialist Resume Examples & Samples

  • Supporting complex, multi-stream application test environments
  • Working with our business partners and development teams to build out environments as per the requirements
  • Delivering environment build, managing configuration activity and enable supporting environments across technology areas like HTML5,Cloud based technologies, iOS, Android
  • Proactively seeking out and implementing efforts that continuously improve test environments and related process to enable QA to deliver quality systems in a timely and efficient manner
  • Ensuring all risks are raised and managed across functional and non-functional areas, presenting plans to mitigate and managing risks throughout delivery
  • Managing all day to day requests for changes to the test environments
  • Assisting key business end-users in user acceptance testing
  • Must have an excellent knowledge in co-ordinating changes to test environments
  • Coordinating with different teams Configuration Management team, Infrastructure teams and Application Development teams
  • Taking pride in the quality of software delivered for each iteration and release
  • Co-ordinating with offshore & onsite support team in London
  • Communicating effectively with other development team members, project members, managers and end users
  • Participating in the discussions within the team, communicating any issues that have a project-wide scope to the necessary level
  • Participating in a culture of ‘knowledge sharing’ with the development team
  • Sharing best practices with other support teams across Deutsche Bank
  • Self-motivated, setting a high level of professionalism and excellence
  • Service management / Environment Management experience
  • Information Systems Examination Board (ISEB) Software Testing Certification – Foundation/Intermediate /Practitioner
  • Previous experience testing online and mobile applications
  • Straight through processing knowledge
  • Understanding of Performance and Load testing with experience in using non-functional testing tools
  • Knowledge on using ServiceNow or JIRA for Incident management
  • Understanding on,HTML5,iOS and Android mobile technologies
  • Knowledge of scripting (VBScript,Java Scripting, Shell, Perl etc)
  • Working experience in Automation and toolset
  • Experience with working on cloud infrastructure
171

Director, Head of Pre-service Operations Resume Examples & Samples

  • Minimum of five years of relevant work experience with at least one year of management experience preferred
  • Experience with contract reviews preferred
  • Exceptional ability to build and execute complex project plans
  • Ability to build strong relationships with others in challenging situations
172

Service Operations Specialist Resume Examples & Samples

  • Experience with Exadata specialist
  • Experience in RAC, ASM, Dataguard, Infiniband switch, storage cell
  • Experience in Exadata health check, migration, resource management and patching/upgrade
  • Expertise in database performance tuning
  • Expertise in Backup and recovery
173

Change & Problem Manager, Service Operations Resume Examples & Samples

  • The Change Manager acts as the single point of contact for all customer issues/escalations related to Change activities
  • Ability to analyze, assess Change impacts, and mitigate risk in order to meet contractual SLAs
  • Review implemented Changes and perform trend analysis
  • Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
  • Provide communications to internal business groups and executives throughout the Problems record life cycle,
  • Customer facing skills
  • Technical know-how: advanced knowledge of Bell Business Market products and services
  • Recognized leader with clear track record of using teamwork to create a competitive advantage
  • Knowledge and training required
  • Electrical Engineering, computer sciences, engineering University degree or equivalent
  • Certification training in Cisco, Juniper, F5 and similar Network Vendors
  • ITIL V3 RCV and OSA certification
174

Analyst, Service Operations Resume Examples & Samples

  • Provides support for audit requests for the Application Center of Excellence
  • Offer oversight for some critical production services including: Incident, Problem, Service Transition and Disaster Recovery and seek assistance for other critical services such as: Audit, Validation and Compliance
  • Reviews the Disaster Recovery plan and schedule to ensure that the service providers exercise test drills and execute the plan as designed
  • Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on recovery capabilities
  • Accountable for ensuring that the Service Transition process is fully executed by the provider and provides feedback into the existing Change, Release and Deployment management processes
  • Reviews the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications and provides feedback and approval as appropriate
  • Evaluates the Service Providers reported trends and the process improvement recommendations to help identify areas where preventative maintenance might be performed to improve Applications efficiency, in terms of both the performance of the Applications and any related maintenance and support efforts
  • Responsible for reviewing the service provider Service Level Agreements on a regular basis and providing oversight for any action plans that are required to address performance issues
  • Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents to ensure that ticket processing and the Problem Management engines are performing within expected operating parameters
  • Seeks assistance from senior personnel in performing the initial business risk assessment for Maintenance and Support and Minor Enhancement activities
  • Supports vendor initiated continuous improvement performance plans
  • Provides guidance to the Application Center of Excellence Manager regarding Third Party implementation of security requirements and controls appropriate to the classification of the data
  • Master degree in Business Administration, Computer Science or Computer Engineering
  • Demonstrated ability to work within cross-functional teams towards task completion
175

Service Operations Specialist Resume Examples & Samples

  • Route experience necessary; must have an exceptional service orientation
  • Proven track record driving & executing best in class service
  • Aptitude and desire to properly train others
  • Ability to operate and maintain company equipment including handhelds and DOT regulated vehicles
  • Solid communication and interpersonal skills
  • Must meet the Federal Department of Transportation eligibility requirements and possess a valid driver's license (no commercial license needed) and corresponding medical certification as a condition of employment for this position
  • Good driving record
176

Projects Manager Service Operations Resume Examples & Samples

  • Collaborates in a cross-functional team environment to drive initiatives
  • Manages multiple projects from start to finish, managing tasks, communication, and project stakeholders. Own a project portfolio and ensure delivery of major change initiatives across functions
  • Conduct research and analyses to derive insight on key Operations topics as well as “hot topics” on an ad hoc basis (analytics support)
  • Coordinates resources, provide clear direction and timelines for deliverables, and delegate tasks across the project team
  • Compose background and analytical information for input towards strategy development (strategic planning) and present to senior management/stakeholders
  • Maintains a high degree of confidentiality and exercises sound business judgment
  • Interacts in a professional manner with senior executives
  • Effectively handle multiple priorities to meet all objectives and deadlines
177

Director, IT Service Operations Management Resume Examples & Samples

  • Establish and support an atmosphere that promotes teamwork, customer service, associate engagement and a positive high energy work environment
  • Team with other Directors and VPs to provide continuity of service to all the various business units and locations (DCs, BU’s, Headquarters facilities, etc.)
  • Prepare and socialize performance and productivity reports for operations and management, including a bi-annual customer satisfaction survey
  • Align ITIL best practices, benchmark services, and identify trends to build continuous service improvement
  • Identify opportunities to increase technology stability, streamline operations, reduce total cost of ownership, and ensure maintenance contracts and renewals are negotiated in a timely manner
  • Enforce associate accountability for call center metrics, measurements, and SLAs and report results to senior management on a regular basis. Identify opportunities for improvement and drive results
  • Participate in the annual capital/expense project planning process and identify any potential impacts projects may have on ITSC call volumes
  • Ensure optimal performance and cost leverage, increasing quality while reducing operation expenses
  • Develop and communicate a three year ITSM strategy with related annual deliverables and capital/expense budgets, and achieve buy-in across IT, DC, and key BU stakeholders
  • Conduct weekly meetings with ITSC Managers and Supervisors to ensure goals of organization are aligned with call center agents’ activities
  • Oversees the hiring process, execution of performance reviews, and counseling/disciplinary actions
  • Coach for growth, develop and execute career plans to maximize longevity and maintain institutional knowledge
  • Act as the organizational champion of service-excellence to DRIVE standardization, simplicity, and transparency
  • Minimum of 8-10 years of technology management work experience
  • Bachelor’s Degree or relevant on-the-job experience
  • 8+ years expertise selecting, managing, and leading 3rd party service providers utilizing MSR, QSR, and KPI’s
  • 8+ years in a Service Delivery leadership position required
  • Working knowledge and expertise in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices
  • Experience creating and implementing a long-term strategy using ITSM tools such as Service Now or other ITSM platforms
  • Proven experience getting results, developing people, focusing on the customer, building successful business relationships, and working effectively with a diverse set of vendors
  • Adept at managing the performance of multiple teams, setting clear objectives, setting a vision, and creating a high performance climate
  • Skilled in managing a budget, forecasting financial impacts and variances, and is conversant in negotiating with 3rd party vendors
  • Sets strategic and tactical direction, while working with senior leadership on multi-year growth initiatives
  • Excellent problem solving abilities and formal root cause analysis experience
  • Ability to travel as necessary (less than 10% of time)
  • Exudes the natural and political wherewithal to cross organizational/cultural boundaries while establishing creditability and perceived value
  • Strong understanding of organizational structure and culture
178

Service Management Analyst Platform as a Service Operations Resume Examples & Samples

  • Working as a hands-on Subject Matter Expert (SME) and actively take part in Incident & Problem Management and knowledge repository maintenance besides providing guidance to Level 1 / Level 2 teams wherever required
  • Working in a consulting capacity with internal DB teams and helping to migrate their applications from traditional infrastructure to our Platform as a Service (PaaS) platform
  • Planning and Implementing regular Operating System (OS)/Middleware security patches, platform upgrades and other regular maintenance activities by coordinating across multiple teams
  • Owning and driving independent projects including automations, Datacenter to cloud migrations and other platform technology expansion projects. You would be expected to work closely with the Engineering team on design, implementation and testing of new PaaS solutions like Open shift, Azure and other DevOps automations
  • Picking up new technologies within a short span & communicating the new technology as implemented in our platform to both technical and non-technical audiences
  • Strong client-facing and interpersonal skills are essential, as the role will involve working closely with a wide range of clients from business areas throughout the Bank
  • Participate in PaaS community development by contributing technical expertise through various channels including DB’s internal social media, brown bag sessions and formal communication events
  • Extensive experience in supporting components deployed on Linux or Windows native workloads
  • Knowledge of Networking, storage, firewalls & Virtualization concepts with prior experience in their implementation/design preferably in an Infrastructure as a Service (IaaS) or Platform as a Service (PaaS) cloud
  • Good experience in Automation using Shell, Python, Powershell, go, Ansible (preferred)
  • Implementation experience in container technologies like Docker, OpenShift or Pivotal Cloud Foundry
  • Experience in supporting one or more J2EE based middleware technologies like Apache Tomcat, Weblogic or JBOSS
  • Prior implementation experience on Azure, AWS or other cloud platforms
  • Excellent interpersonal skills with experience in client facing roles besides being a good team player
  • Excellent troubleshooting/diagnostic skills across components
  • Infrastructure Technology Infrastructure Library (ITIL) knowledge and Project management skills
179

Service Operations Specialist Resume Examples & Samples

  • Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the Global Technology Office (GTO) Management team
  • Participate in Deutsche Bank organisational events such as Town Halls and Team Meetings
  • Participate in and / or lead on-boarding and training of new starters in GTO
  • Provide Level 3 quality support via the group hotline and ticketing systems for GIST systems and other Core Infrastructure components
  • Provide Level 3 support to Active Directory, ADFS, DFS, WINS, PXE, SCOM, Dell Product Suite
  • Proactively manage incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate individual
  • Resolve / close incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken in order to resolve
  • Personally contribute to the ongoing development and updates to the KB repository
  • Provide Global Change Management (GCM) coordination by creating, resourcing, securing approvals for, and ensuring timely execution of planned changes, within Deutsche Bank Change Management policy
  • Provide proactive ticketing workflow and queue management in order to identify, flag, and drive positive remediation of workloads not being carried out within documented expectation
  • Maintain timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
  • Deliver workloads according to defined Service Level Agreements (SLA) targets and escalate timely when there is risk of not meeting SLA or an issue increasing in severity
  • Assist vendors with implementation of new servers, including bank-standard build and Quality Assurance (QA) process
  • Prior experience in deployment, implementation and maintaining Active Directory Windows 2008r2, 2012r2, within global enterprise organisation
  • Knowledge of Forest Recovery, Schema updates and maintaining trusts within firewalled environment
  • Knowledge of creating and maintain monitoring within a (Systems Centre Operations Manager) SCOM 2012 platform
  • An excellent knowledge of ADFS, Azure, WINS, DFS, DNS, LDAP
  • Knowledge of server concepts & architectures
  • Knowledge of enterprise storage concepts & architectures
  • Knowledge of server scripting and automation technologies
  • Experience with utilizing workflow and management tools
  • The ability to apply technical principles when performing troubleshooting
  • A solid technical fluency with tools and systems
  • Knowledge of network and firewall concepts & architectures
  • A working knowledge of the Dell Toolsets such as Change Auditor, Recovery Manager for AD, InTrust, GPO Admin
  • Experience with ESX4 or higher and managing Virtual Domain Controllers
  • Experience in the financial services industry or equivalent large scale, high volume environment
  • A good understanding of Group Policies and Domain Security
  • Experience in protecting active directory from expensive and inefficient searches
  • Experience in analyzing network traces
  • Proactive in communicating and selection of audience according to topic
  • Highly organized and capable of tracking a variety of tasks to closure
  • Open and transparent in style and approach when working with others
  • Scripting experience in Powershell and PowerCLI preferred
  • Solid knowledge of at least three of the following:- DFSR, CyberArk, Nimsoft, SEP, PXE, Quick Connect
  • Experience working with offshore partners and different cultures
  • Knowledge of the Information Technology Infrastructure Library (ITIL) framework
  • Considerable experience in proactive monitoring and troubleshooting of Active Directory and the Core Infrastructure described
  • MSCE 2008 and 2012 desirable
  • Proven relevant experience within the IT support industry working as a System Administrator in an Active Directory Team supporting 1000+ Windows servers
  • Proven experience supporting Active Directory
  • Experience with liaising with Engineering and Vendors
  • The ability to effectively articulate a status or plan to peers and clients
  • The ability to work collaboratively with other team members and builds positive working relationships
  • The ability to learn quickly and apply common sense to new situations, but understand when it is appropriate to engage others for advice
  • The ability to place a significant level of importance on personal development and understanding then improving upon weakness
  • The ability to utilize a goal oriented approach which drives self improvement both personally and professionally
  • The ability to take the initiative to work on tasks outside of his or her immediate scope of responsibility, and encourages others to do so
  • Good time management principles and effective in prioritizing workloads
  • Solid meeting management principles would be desired; Ability to manage conference calls with multiple attendees in order to resolve issues
180

Manager, Field Service Operations Resume Examples & Samples

  • Position will be responsible for managing the Service Operations team and building out core processes that support the business and metrics that measure operational success
  • Develop and maintain Key Performance Metrics for field service operations, including monthly and quarterly reporting
  • Responsible for developing and initiating continuous productivity improvements within the Field Service team
  • Set and cascade business objectives and targets to the team and to Field Management
  • Manage and develop strategic partnerships with third party suppliers and other internal stakeholders (i.e. Fleet management, Field tools and test equipment)
  • Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
  • Facilitate a teamwork approach to problem solving and escalations, focused on providing continuous improvement and customer satisfaction
  • Develop key measurement indicators as defined and agreed to by management. Track and report on monthly/quarterly basis
  • Provide training as necessary to maximize employee/department proficiency and to ensure compliance with Hologic’s Quality Systems and procedures
  • Identify and develop talent to maximize performance of the team
  • Ensure all data entry is performed accurately with minimal errors and in a timely manner, as defined by Hologic’s Quality departments
  • Ensure timely review and closure all financial transactional events from the field
  • Supports Field Service training/usage of Field Service reporting tools (i.e. Hologic One, Oracle, Agile)
  • Weekly review of workloads, assignments, and tasks. Review/approve the need for all overtime – may include shifting work assignments and work schedules as necessary to complete all assigned tasks on schedule
  • Complete and conduct performance appraisals and quarterly reviews for all assigned personnel
  • Must have proven leadership skills
  • Must be computer literate. Experience with databases including Excel, Access, Salesforce, Oracle etc
  • Ability to work under minimal supervision in a fast paced, interrupt driven environment, while handling multiple concurrent tasks
  • Effective communicator, ability to communicate well with all levels of management, peers, and subordinates both internally and at the customer level
  • Must possess a high degree of initiative and be a self-starter
  • Must display flexibility when dealing with problem customers and situations, and be able to think creatively when dealing with complex problems
  • Requires good inter-personal communication skills for coordination of multiple cross functional activities and providing status information to and from, customers, dealers, field engineers, sales and other departments
  • Ability to remain calm and composed in a very interrupt driven department, which encounters constantly changing priorities, when dealing with customers, field sales/service personnel, and dealers
  • Proven willingness and ability to tackle difficult customer situations and personnel performance issues, and stick with them until resolved
  • Must possess strong analytical ability with good written and oral communication skills
  • Candidate must have at least 8 years’ experience in the medical field
  • Must have demonstrated leadership qualities in previous roles held
  • Experience using or implementing a comprehensive automated service management system or other enterprise wide business application software
  • Candidates experienced using Oracle/ Sales Force applications preferred
  • Knowledge of service management systems, or enterprise-wide business application software required
181

Service Operations Project Engineer Resume Examples & Samples

  • Lead, support, and/or participate in the creation of Services maintenance plans and schedules; lead the technical assessment of scope, risk and impact per release within the services portfolio
  • Manageissues arising from failed audits to ensure successful execution of related
  • Document processes and develop communication process for communicating to involved teams
  • Support and/or participate in the development of new or updated services (when appropriate) to increase productivity and enhance user experience
  • Build relationships with the partner teams to collaborate, design and develop innovative approaches, capabilities, and superior solutions for customer support ranging from simple to complex
  • Develop key performance indicators to measure success within technical domain
  • Support, and/or participate in the delivery of new or updated service catalogs automating repetitive manual processes
  • 1-3 years of experience in Change Management
  • 1-3 years of experience in Problem Management
  • 1-3 years of experience in Operations Analysis
  • 1-3 years of experience in ITIL V3
  • Good project management skills and solid troubleshooting techniques
  • Working knowledge of Linux, MySQL, infrastructure and cloud computingtowards troubleshooting of incidents and events
  • An ideal candidate will have a technical background and prior experience in cloud infrastructure or cloud computing
  • This candidate must be able to work well in a collaborative team environment and individually with less supervision
  • Comfortable working in a fast paced 24/7 environment
  • Customer-service orientated attitude supporting a high availability SaaS product
  • A passion for solvingtechnical issues
  • Understanding and basic use of development tools and/or software, such as:MS Office (Word, Excel, PowerPoint), Tableau, MS Visio, MS Project and Adobe Professional on a Apple/MAC computer environment
  • Highly motivated, driven and passionate about the intersection of technology and business challenges
  • Dedication and commitment to customer success
  • Proven experience as a key technical resource leading the development of solutions
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services,etc) and of working in a SaaS environment
  • Knowledge of technical components such as LDAP, VPN, and other such technologies
  • A determination to make things better each day
  • Strong people development, including coaching and mentoring for business and technical roles
  • Ability to learn, understand and maintain knowledge of complex technical solutions
  • Ability to present technical and/or services business concepts in a comprehensive and concise manner
  • Ability to interface and develop relationships with otherServiceNow departments, in particular Instance Automation, Capacity Management, Site Reliability Engineering, Sustained Operations, and System Administration
  • Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills
  • Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number ofServiceNow
  • Initiative - Proactive, self-motivated, and self-directed
  • Ability to drive deliverables and results, which involve people who do not directly report to you
182

Manager Service Operations Resume Examples & Samples

  • Understand and leverage best practices across the enterprise with regard to self-checkout, check stand design, front end layout and point of sale changes
  • Supports the Director of Front End and Retail Integrity in the creation and support of the company strategy with regard to the above
  • Provides business requirements to IT and other functions for negotiation of new or existing technology and process solutions. Represents the banners business needs and company strategy in this activity
  • Oversees the day to day activities and development of front end support staff including two department specialists, two business analysts and user acceptance testers
  • Works with banners, EWM and IT to assist in creation of training and implementation tools
  • Develops strong relationships with internal Operations Support team, IT, EWM, banners and so forth to successfully drive programs and policies across the enterprise
183

Specialist / Engineer, Service Operations Resume Examples & Samples

  • Experience of working in the Airport / Airline industry
  • Ability and motivation to work in a team and in rotating shifts
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Knowledge of ITIL, IT and network components and principles
  • Demonstrated maturity in handling complex customer issues and demanding customers
  • Telecommunications in-country qualification
  • Applicable vendor / technology entry level certification or equivalent work experience, in particular
184

RMA Administrator, Service Operations Resume Examples & Samples

  • Process, categorize, and answer customer emails and telephone calls, providing high quality service and communicate effectively with vendors and all levels of the organization
  • Communicate status and schedule to customers
  • Code repair and replacement requests and forward when other departments must fulfill
  • Enter data, analyze data, and identify trends in repair and replacement requests
  • Proficient in Microsoft Office applications (Word, Outlook, and Excel) is required
  • Good organizational and time management skills with the ability to work accurately and efficiently with minimal supervision
  • Knowledge of office equipment and general office procedures
  • Associate’s Degree or equivalent experience will be acceptable
  • Must be able to follow a project to completion
  • Minimum 6 year’s industry experience
185

Senior Manager Consumer Service Operations Resume Examples & Samples

  • Strategically strong in Customer Service
  • Functional expertise in consumer service management with strong understanding of end-to-end customer journeys and voice of the customer
  • Experience with CRM platform (Salesforce), process management and business planning
  • Excellent communication and presentation skills: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Consumer Service team effectively across the organization and demonstrate the ability to help drive operational excellence
  • Ability to combine determination and a goal-oriented, pro-active attitude with flexibility and exploring new and better ways of achieving results
  • Strong project management skills and practical, hands on mentality
  • Strong Microsoft office skills
  • Ability to work in a multinational, global context
  • 5 years multi-regional or global level related experience in Customer Service
  • 5 years of experience in an international/multilingual direct to consumer environment with a premium brand
  • Strong commercial drive with proven track record in managing customer service
  • University degree level education
  • Fluent in English (speaking and writing skills), additional languages beneficial
186

Manager Service Operations Resume Examples & Samples

  • Ensure Uptime and performance of the Network
  • Ensure up to date configurations and security the Network
  • Plan and execute network changes
  • Products and services compliant with quality, cost & schedule as expected by our customers,
  • Regular reporting to the R&D & OPS VP
  • Appraisal interviews
  • Team training plan
  • Operations KPI reporting according to customer SLA
  • Best in class customer experience of provided services
187

Team Lead, Service Operations Resume Examples & Samples

  • Oversees and provides guidance for all subcontractor work activities
  • Conducts Project Safety field inspections during all installations
  • Conducts Project Quality Assurance field inspections during all installations
  • Interfaces with on-site customer associated with the installation
  • Provides input to the Project Manager (PM) on required Requests for Information (RFIs)
  • Provides Input to the Project Manager for Project Change requests (PCR) for any new work scopes identified
  • Provides work scope status updates to the PM on a daily basis
  • Creates a forecast schedule for all upcoming installation activities on a weekly basis
  • Responsible for maintaining as-built documentation for project closeout submittals
  • Minimum of 3 – 5 years of experience in the installation team of hardware and equipment during all Project deployments, inclusive of performing minor electrical and low voltage cabling when required
  • Minimum of 2 – 3 years of experience in the oversight of subcontractors
  • Experience of working in a construction environment
  • 30 Hour OSHA Certification or equivalent
  • Detail knowledge and certifications in OSHA 1910 and 1926 is required
  • Industry certifications such as PMP, A+, MCSE or equivalent
  • Demonstrated experience in leading installation teams is required
  • Prior general construction, electrical and data cabling experience is required
  • Demonstrated strong decision making skill is required
  • Ability to read structural, architectural, mechanical and electrical drawings is required
  • Ability to manage general and electrical subcontractors during field execution is required
  • Ability to travel, inclusive of incidental international travel, up to 80% is required
  • Ability to secure and maintain airport security clearance is required
  • Microsoft Office software skills are required
  • Ability to learn and understand proprietary software is highly desirable
  • Prior experience in audio and visual displays is highly desirable
  • Computer Aided Design (CAD) software skills is desirable
188

Service Operations Technician Resume Examples & Samples

  • Computer maintenance and issuance
  • Monitoring patch levels of local and remote machines
  • Facilitating employee workstation moves
  • Updating all asset management systems, and formally documenting all problem tickets per a predefined, standardized process
  • Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation
189

Operational Excellence Partner for Service Operations Resume Examples & Samples

  • Drive the Strategy Plan (annual operating plan) process,
  • Project governance,
  • Secure Lean Six Sigma deployment, and asses training and certifications needs
  • Perform periodically Lean maturity assessments and execute Lean Transformation plans
  • Facilitate kaizen events to drive improvements
  • Reduce operational costs through Lean Six Sigma implementation and development of standard concepts
  • Facilitate share of Lean best practices across different regions
  • Academic degree Bachelor level or higher
  • Minimum 10 years relevant experience
  • Minimum 5 years in continuous improvement
  • Experience in the Service area of the Wind Industry
  • Relevant certification or education in continuous improvement disciplines
  • Able to connect Operational Excellence concepts with operational and financial performance
  • Superior analytical and conceptual thinking, creative problem solving skills
  • Ability to create impact & receive buy in from management teams and functional teams
  • Able to manage multiple projects in different countries or time zones
  • Superior written/verbal presentation and communication skills in English
190

Manager, Service Operations Resume Examples & Samples

  • 5+ years experience in managing high volume transaction processing, project delivery, production, analysis and application program development
  • Healthcare and customer service experience preferred
  • Proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
  • Strong leadership skills managing large high performance teams
  • Preference given to candidates already in Medicaid roles or with previous Medicaid or CMS experience
191

Service Operations Analyst With Dutch Resume Examples & Samples

  • Acts as one contact to the Customers/stake holders/country and functional representatives,
  • Having the role of Dispatcher, he/she receives service requests from customers and field engineers, - Records all data provided by the customer in the systems,
  • Places spare part orders for customers and /or field engineers,
  • Monitors and updates field engineers’ agenda,
  • In special situations, performs the formalities needed for closing cases,
  • Contract renewal, - Invoice releasing,
  • Performs the eXceed survey, as per program requirements,
  • Performs the calls within the scheduled time frame in order to gather the necessary amount of completed surveys from the customers on German language (Number of completed eXceed interviews per week),
  • Ensures quality in the completed interviews from the customers,
  • Escalates all the cases where the customers are unhappy with the company/product/sales or Service experience as per program procedure (open formal escalation in Vantive/CRM/email) and ensures the correct owners are informed,
  • Attends the weekly/monthly team meetings and provides feedback about the eXceed program,
  • Computer skills, MS Office package required. Foreign languages skills
  • Advanced Dutch language skills, both written and spoken
  • Precision and accuracy in style
  • Professional motivation
192

Service Operations Analyst Resume Examples & Samples

  • Having the role of Dispatcher, he/she receives service requests from customers and field engineers,
  • Upon request from field engineers the dispatcher offers data about equipment, customers, etc,
  • Makes sure that all documents are archived in electronic format,
  • Cancels contracts as per request based on provided procedures,
  • Performs the calls within the scheduled time frame in order to gather the necessary ammount of completed surveys from the customers on German language (Number of completed eXceed interviews per week),
  • Ensures quality in the completed intreviews from the customers,
  • Professional qualifications in the fields of: communication, IT, international relations, order management, Supply chain, logistics
  • Advanced German language skills, both written and spoken
  • Synthesis capacity
  • Punctuality
193

Service Operations Analyst With English & French Resume Examples & Samples

  • Manages the relationship with customers/stake holders/country and functional representatives through providing daily operational support via telephone, fax and e-mail
  • Acts as one contact to the customer, communicating all relevant information and ensuring customer satisfaction
  • Evaluates and monitors all contracts as required by the customer
  • Creates new contracts and extends the existing ones
  • Cancels contracts as per request based on provided procedures
  • Meets customer’s expectations
  • Issues manual invoices and credit notes in SAP
  • Adjusts all contracts any time it is needed
  • Recommends to customers any price updates according to the procedures
  • Presents offers with new prices for new equipments and services as well as new coverage types
  • Monitors and processes all transactions (IMOS, SCAN, SAP) on a daily basis, runs reports and identifies solutions for all the issues occurred
  • Ensures that agreed service levels are met
  • Analyzes available operational data, identifies root cause of repetitive issues and drives corrective actions for the customers
  • Proactively monitors backlog of service contracts using different tools and reports and works to avoid escalations
  • Information related to any contract adjustments should be provided to the customer in due time, ensuring transparency
  • Ensures structured and high quality communication related to issues affecting the order backlog
  • Manages exceptions and special cases
  • Deals with all written or verbal requests from the customers (inquiries, complaints, etc)
  • Provides customers with solutions when problems arise, efficiently utilizing the Carestream network
  • Uses own judgment to escalate issues at the right time and to the correct owner
  • Ensures that Carestream policies, legal regulations and audit requirements are met and maintained
  • Contributes in reaching the defined performance indicators (e g turn-around-time, response time)
  • Contributes with ideas for process improvements
  • Takes part to activities of collecting, archiving and evaluating data referring to customers/stake holders/country and functional representatives perception on the Service Contract Administration team
  • Manages the contract taking process for any order transaction type
  • Manages all quality incidents reported by the customers/stake holders/country and functional representatives
  • Taking part in project-based activities within the process
  • Managing the relationship with customers/stake holders/country and functional representatives
  • Checking status for all contracts created
  • Contract renewal - Invoice releasing
  • Addressing and solving all written/verbal requests and complaints received from customers/stake holders/country and functional representatives
  • Constant participation in process improvements
  • Fulfilling any other tasks delegated by superiors, observing all communicated terms
  • Computer skills, MS Office package required
  • Advanced French language skills, both written and spoken
194

Service Operations Analyst With Spanish Resume Examples & Samples

  • Represents the interface with the Service Department and Logistics Service Parts Department,
  • Records all data provided by the customer in the systems,
  • Monitors constantly the status of open cases (VANTIVE/SCAN/TAIGETE),
  • Plans and keeps track of activities performed by field engineers
  • Performs needed formalities in order to register newly installed equipment in the system,
  • Checks status for all contracts created,
  • Contract renewal,
  • Invoice releasing,
  • Issues manual invoices and credit notes in SAP,
  • Adjusts all contracts any time it is needed,
  • Monitors and processes all transactions (IMOS, SCAN, SAP) on a daily basis, runs reports and identifies solutions for all the issues occurred,
  • Provides information related to any contract adjustments to the customer in due time, ensuring transparency,
  • Performs the eXceed survey, as per programme requirements,
  • Escalates all the cases where the customers are unhappy with the company/product/sales or Service experience as per programme procedure (open formal escalation in Vantive/CRM/email) and ensures the correct owners are informed,
  • Applies correct coding based on the feedback received from the customer,
  • Attends the weekly/monthly team meatings and provides feedback about the eXceed programe,
  • Involves himself/herself constantly in the processes improvement,
  • Takes part in project-based activities within the process
  • Advanced English language skills, both written and spoken
  • Advanced Spanish language skills, both written and spoken
  • Self confidence and independence in taking decisions
195

Senior Director, Global Service Operations Resume Examples & Samples

  • A minimum of a Bachelor’s Degree, or equivalent experience
  • 15+ years of broad IT infrastructure experience in a large global organization
  • Prior experience IT infrastructure operation centers
  • Strong technical background and experience in virtualization, cloud, network, hardware and other technologies is required
  • A minimum of 10 years of experience with datacenter technologies and operations at an enterprise or service provider
  • Demonstrated success in a multi-vendor & multi-cultural global IT operations delivery environment
  • Excellent teamwork and communication/information sharing
  • Exceptional influencing skills
  • Excellent interpersonal and employee relations skills in managing a diverse workforce and stakeholder community
  • ITIL V3 knowledge is required and certification is a plus
  • Demonstrated Lean Six Sigma experience and results
  • Prior experience in supporting operations and following enterprise level process frameworks
  • Independent judgment and technical problem solving, decision-making strength is required
  • Experience in working in a DevOps or Scrum methodology is preferred6851170331
196

Service Operations Analyst Resume Examples & Samples

  • Provides oversight and guidance for the usage of ServiceNow within the Business Management Office of the Enterprise Application area
  • Ensures delivery and operational support efforts are planned and executed using current standards, methodologies, tools and processes and follows rules for requesting exceptions, where justified, to achieve business needs
  • Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams. Ensures that all dependent resources are staged and ready for delivery activities to be performed including skills, software, etc. Escalate resource contention to management
  • Maintains working knowledge of appropriate Abbvie IT high-level architectures, ITIL practices, Abbvie standards and other frameworks that impact service and solution delivery and ensures that appropriate governance is engaged
  • Maintains productive relationships with peers and clients
  • Follows organization standards for status reporting to key stakeholders including KPIs, risks, and issues
  • Supports delivery forecasting efforts. Identifies opportunities for improvement of delivery and reporting capabilities
  • Responsible for compliance with applicable policies and procedures and follows best practices
  • Bachelor's degree or equivalent work experience in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas
  • At least combined 6-8 years work experience in IT engineering and/or operations. Project management experience desired
  • Foundational knowledge of ITIL framework and service life cycle
  • Knowledge of Service Now or other ITSM tools desirable
  • General technical knowledge in assigned area of responsibility
197

Product & Service Operations Associate Resume Examples & Samples

  • Develop compelling analyses to execute data-informed initiatives that helps improve our support channels, improve the quality of our ad products and drive great service
  • Apply expertise in quantitative analysis, data mining, and data visualization to see beyond the numbers and pull insights to help identify trends & opportunities to drive growth of our product & business
  • 4+ years experience doing quantitative analysis
  • 4+ years of Excel and SQL
  • Experience with reporting systems and data pipeline architecture
  • Communication and problem-solving skills
198

Service Operations Analyst Resume Examples & Samples

  • Manage, maintain, and enhance Macquarie's trading and risk management software
  • Knowledge of scripting & automation techniques is a must, preferably Python
  • Apply engineering to eliminate manual support procedures and improve automation & self-service capabilities of the platform
  • Work closely with traders and other business users to provide in-depth technical support for their applications; however this is not purely a front line support position
  • Take ownership of operational issues and perform both short-term resolution, and development of preventative measures for the longer term
  • Work closely with peers at other geographic centers in the US and around the world using a "follow the sun" model of application support
  • Ensure that the Bank's change management procedures are followed
  • Help design, maintain and manage our disaster recovery environments
  • Some weekend on-call rotations expected
  • 2-3 years’ experience in a DevOps / application support capacity with a strong bent for automating the operational aspects of a platform
  • Strong scripting experience, preferably Python
  • Experience with software development is a plus
  • Have strong analytical and problem solving abilities
  • Enjoy working directly with business users and closely with developers
  • Be able to work under pressure to provide timely and accurate solutions to problems
  • Have experience with SQL and have worked with relational databases
  • Have experience working with a Unix/Linux environment, including shell scripting
  • Ideally have prior working experience in the Finance or Energy Trading industry
199

IT Service Operations Resume Examples & Samples

  • Manage service improvement initiatives and activities to increase customer satisfaction. This includes development of actionable and strategic plans, leading virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships
  • Vendor Management: Create and lead outstanding vendor relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams
  • Communications: Develop standard communications model, templates, training, and publications. This position will require updates to Directors, Sr. Directors, and GMs so candidate must be comfortable and have the self-awareness to effectively present to senior leaders
  • Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders, and customers. Define SLA’s/OLA’s and negotiate service agreement to include consistency with corporate and IT policies and expectations
  • Financial Management: Drive forecasting and actuals for resource, demand, and project management as needed
  • Portfolio Management: Develop an effective intake and management process to the requests made across Service Desk and Incident Management teams – entrepreneurial thinking is encouraged
  • SLA/OLA’s: Lead SLA/OLA standards and negotiations to meet customer requirements along with continuous planning, negotiation, and refinement. Lead overall OLA’s between teams in support of customer-facing SLA and align with overall execution of incident management service offerings. Creativity and innovation mindset in service offerings and differentiated services
  • Service Improvement: Partner within peer organization and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities. Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings
  • 6+ years support related management and supplier management experience
  • 6+ years of demonstrated work experience in the IT industry
  • 6+ years of Helpdesk operations and/or incident and service desk management
  • BS/BA or MS/MA/MBA in related field
  • Familiarity with Software Development Life Cycle (SDLC)
  • Excellent problem solving, negotiation, and decision making skills in a dynamic environment
  • Experience in working dotted-line and/or distributed team environments
  • Track record of strong capabilities in influence & impact, as well as collaboration
200

Senior IT Service Operations Specialist Resume Examples & Samples

  • Ability to conduct research into a wide range of computing issues as required
  • Must be able to install, troubleshoot, repair, and perform preventive maintenance on computer hardware/software; build documentation and instructions for other IT Svc Ops Specialists to use
  • Must be able to install, troubleshoot, repair, and perform preventive maintenance on network infrastructure, and build maintenance models to comply with manufacturer and industry standards
  • Knowledgeable in the use of the OSI model
  • Must be able to effectively categorize and document IT configurations and corrective actions and compile information to identify and analyze trends
  • Must understand and use ICMP commands to troubleshoot network connectivity
  • Must be able to construct an effective industry compliant disaster recovery plan for individual and network based storage systems
  • Must be able to build, upgrade, repair, optimize, trouble shoot various operating systems (Windows, MAC, Unix, Linux)
  • Build, upgrade, repair, optimize, trouble shoot stand alone and network printers
  • Must have flexibility to adjust responsibilities and hours to meet operational requirements
201

AVP Large Holdings Shared Service Operations Resume Examples & Samples

  • Point person for all large holding related activities for the Japan. This includes business advisory, monitoring and reporting to local regulators
  • Support the business by setting up the static data timely manner with accuracy for the customer and the internal users
  • Key specific accountabilities
  • More than 5 years experience in financial industry and processing in Operations
  • Strong interpersonal skills and team ethic / process ownership
  • Self motivated, self learner, and having logical thinking
202

Service Operations Specialist Resume Examples & Samples

  • You will possess strong coordination and communication skills experience, and will be expected to be pro-active in the Coordination of outages, and management of large changes
  • A high degree of motivation and ownership is expected
  • Strong infrastructure knowledge is essential
  • You must be confident in communicating with a variety of management levels
  • Role of developing the members of the team to satisfy the expected deliverables, as well as being able to cope with changing requirements
203

IT Service Operations Technician Resume Examples & Samples

  • Complete full incident investigations and ensure that progress and updates are recorded within the Incident Management system so there is a full audit history
  • Escalate high priority incidents and problems to the relevant teams in accordance to the Incident management policy
  • Working with the Service Transition Team to ensure a seamless transition of services into the support environment
  • Where possible, schedule business impacting outages outside of the trading day
  • Work with the Service Transition Team to help reduce call and incident volumes
  • Create Knowledge Base documentation and recommendations for support also to knowledge transfer to other team members
  • Minimum A level or equivalent is essential
  • Previous experience working in an I.T Support Environment – Either a 1st line or 2nd line role
  • Ability to develop and maintain technical documentation
  • Flexibility – Shift Work and On-Call Rota
  • Problem investigation skills
  • Microsoft qualifications (MSITP or MCTS)
  • Active Directory, SAP, Retail Java, Microsoft Office applications experience
  • Retail Experience
204

Service Operations Assistant Resume Examples & Samples

  • Assists with the direction and supervision of front-end operations, monitors and directs customer traffic flow, coverage of checkout lanes, cleanliness and appearance
  • Ensures compliance with Company policies and front end procedures (i.e. promotions, suggestive sales, scan accuracy, WIC, restricted sales, dress standards, check acceptance, coupon policy, gift cards sales, associate sales, safety, loss prevention, etc.)
  • May complete all phases of the reconciliation process as directed by the Customer Service/Operations Manager including balancing the safe, registers, and entering and balancing all sales and cash transactions
  • May perform bookkeeping duties including running totals on all tills, preparing and proofing daily deposit slips, completing all front end forms, balancing accounts receivable, and mailing statements to customers
  • May perform miscellaneous administrative duties such as ordering money orders, bus passes, lottery, gift certificates/cards, postage and change (if applicable)
  • Balances money orders, money transfers, gift certificates and lottery, and maintains control logs
  • May assist with the scheduling and training of front end associates
  • Handles and assists with accountability for cash flow requirements including: safe transactions, issues and pickups, tills, check acceptance and refunds, and monitoring cashier funds handling procedures
  • Reviews, audits and files associate time cards or computer records
  • Inputs payroll corrections, sets up new associate files, monitors and inputs associate information such as rate of pay, vacation, sick time and other personal benefits
  • Prepares weekly payroll worksheets or computer reports
  • Responsible for cost and quality control and maintaining a constant awareness of customer and employee safety
  • Enforces dress and grooming standards for all front end employees
  • Responsible for performing all job duties and responsibilities accurate, safely and with honesty and integrity
  • Serves as overflow cashier as needed
  • Engages in suggestive selling and other sales techniques
  • Prevents shrink and sale of out of code product
  • Maintains confidentiality concerning associates and store sales information
  • Other necessary and required duties as directed or required
  • The Assistant Service Manager is required to work a minimum of 40 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs
  • Minimum of one year store experience
  • Must be able to lift up to 50 lbs. and stand for long periods of time (up to 6 hours)
  • Perform all other physical aspects of the job including bending, squatting, lifting, climbing, and walking
  • Ability to function as a team member and get along with others
  • Ability to accept supervisory coaching related to performance, work habits and attitude
205

CVP, Service Operations Lead Resume Examples & Samples

  • Partner with the finance process leads to develop the Service Management framework, approach and implement timelines
  • Develop organization structure for the Service Management team
  • Collate and maintain all process maps and other documentation for the Finance functions under FSO; coordinate with the Co-sourcing lead for maintaining the process maps for the co-sourced functions
  • Review and assess adequacy of the current benchmarking tool / database
  • Define requirements for the system to measure, track and report metrics
  • Define process metrics and performance dashboards for the finance functions
  • Develop SLAs/KPIs structure between Finance functions and FSO
  • Set up process performance reporting capabilities for FSO
  • Manage ongoing relationships with the FSO leads and other finance function leads to resolve service issues
  • Identify and implement process standardization opportunities
  • 10 years plus experience in developing and managing a Service Management framework within a Finance CoE / Shared Services Operations
  • 5 years plus experience in a lead Service Management role working with senior Finance executives
  • Strong functional knowledge of finance processes, especially as it relates to the insurance industry
  • Track record of consistently delivering quantifiable results via the implementation of multi-faceted solution (operational improvement, process standardization/optimization, Shared Services/CoEs and various technology platforms including reporting applications)
  • Bachelor degree is required, preferably in Business or Finance; Master degree / MBA is preferred
206

Group Leader, Service Operations Resume Examples & Samples

  • Continue to build trusted customer relationships through timely, quality communication
  • Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service
  • Establishes and oversees operational practices for monitoring and supporting the environment, along with performance metrics and service levels that meet the business needs as well as leading the management of incidents through resolution
  • Minimal customer escalations due to incidents communication or change communication
  • Assist to deliver the budget target. Support LOB projects that support cost savings + revenue growth. Continue to Support key projects on Roadmap for your LOB’s
  • Improve Customer experience through ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity
  • Work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required. Develop and nurture relationships
  • Reduction of number of incidents/MTTR/re-occurring Major incidents
  • Through demonstrated communication skills, understand and explain project expectations through transition to support activities to support new initiatives and effectively run ongoing Operations
  • Improve team engagement scores
  • Development & plans aligned to strategic goals
  • Improved system availability of minimum 99.9%
  • Operationalize risk register including tracking and governance
  • Managing and developing key risk indicators
  • 7+ years’ experience in an organization with a high availability 24x7, mission critical operations environment
  • Experience as an ongoing client contact with demonstrated success in applying knowledge to build a successful client relationship and deliver desired internal and client focused outcomes
  • Extensive experience in all aspects of IT incidents and stakeholder management
  • Knowledge and experience translating and interpreting complex technical information
  • A sound understanding of networks, platforms and products, and how these rely and interact with each other, and how they deliver services to end customers, and how they relate to OLA metrics
  • Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations
  • Bachelor's degree in technical engineering or IT related field or equivalent experience
  • Extensive technical knowledge of networking and network security technologies, and protocols
  • Strong problem-solving skills, critical thinking, excellent analytical ability, strong judgment and the ability to deliver high performance and high levels of customer satisfaction in a matrix managed environment
  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
  • University degree/College diploma in related field
  • Demonstrated understanding of ITIL methodologies, ITIL® v3 Certification desirable
  • Demonstrate evidence of influencing positive change within a Service Management environment
  • Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
  • Superior knowledge of the Incident Management, Major Incident & Communication Processes
  • Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment
  • Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations
  • Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
  • Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management
  • Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals
  • Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means
207

CSP, Service Operations Assistant Resume Examples & Samples

  • Enrolled or Graduated from 4 year university (Public administration or business administration preferred)
  • Experience of automotive industry preferred
  • Good MS office utilization skill
  • Good communication skill in English and Korean
208

Senior Analyst, Service Operations Resume Examples & Samples

  • Reviews and Approves the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications
  • Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency
  • 3 ROLES
  • Assists MSPs in ensuring that all the user access to IT systems are properly controlled and authenticated and segregation of duties are maintained
  • Partakes in vendor performance meetings and operational reviews
  • Participates with supplier personnel regarding short-term architecture strategy development and provides recommendation as it relates to Application performance or continuous improvement
  • Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes
  • Bachelor degree in Information Technology, Computer Science or Computer Engineering
  • Minimum of 6 years of combined experience in Information Technology
  • Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
  • Experience with Software Development Lifecycle (SDLC) methodologies
  • Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.)
  • Ability to prioritize and multi-task
  • ITIL Intermediate Certification in Service Operations
  • Experience developing and implementing Operating Level Agreements (OLA’s)
  • Demonstrated ability to coordinate cross-functional teams towards task completion
209

Service Operations Manger Resume Examples & Samples

  • Managing and resolving all events described as any detectable or discernable occurrence that has significance in the management of the IT network infrastructure or delivery of IT service and evaluation of the impact that a deviation might cause to the services
  • Oversight of all Tier I/III Incident Management activities and has some staffing oversight responsibilities
  • 10+ years relevant experience within an IT environment. BS/BA
  • ITILv3 Intermediate certification
  • Project Management /PMP
210

Account Service & Operations Specialist Resume Examples & Samples

  • Provide premium customer service through professional, timely, and accurate communication. Answer in-coming emails and calls from retailers, sales representatives, and internal partners; drive these relationships through constant communication maintaining a proactive approach
  • Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges
  • Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution
  • Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports
  • Learn and maintain a thorough working knowledge of Nike products, policies, procedures, order processing systems, and applicable programs by attending and providing product presentations, reading appropriate literature, keeping current on product updates, and daily contact with accounts, sales representatives, and various NIKE departments
  • Participate in, and potentially lead, projects related to specific account bases and provide process improvements that have the greatest impact on business
  • Ensure compliance with company policies and processes
  • High School diploma or GED
  • 2 years experience in Customer Service/Account Services, Distribution, and/or Sales
  • Excellent oral and written communication skills. Strong ability to communicate with people on different levels inside and outside of the organization
  • Must have demonstrated experience in Word, Excel, and sales reporting tools
  • PC and Windows based software working knowledge required
  • Can build rapport and business partnerships
  • Ability to adapt to and embrace change
  • Demonstrated initiative and ability to work independently
  • Capable of making sound business decisions
  • Able to quickly understand new information and situations
  • Possess strong organizational skills and ability to prioritize a varied workload
  • Problem solving/resolution oriented skills
  • Experience with SAP is preferred
211

Associate Technician Service Operations Resume Examples & Samples

  • Report and escalate to the next level those problems which cannot be resolved
  • Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
  • Liaise with local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
  • To document resolutions of problems
  • Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
  • Provide call out services, where required
  • Previous exposure and experience responsible for technical support activities, LAN, WAN equipment
  • Knowledge and understanding of Desktops, Laptops and Printers industry standards
  • Recognized industry certifications at beginner level. - ITIL Foundation Certificate, or other technology entry level certifications, an asset
212

Service Operations Development Manager Resume Examples & Samples

  • BS/BA/MBA (or equivalent)
  • 4 years operational management experience
  • Operations Assessment - advanced
  • Project Management - advanced
  • Ability to Influence - advanced
  • Advancing supplier Relationship - advanced
  • Determining Financial Impact - advanced
  • Strategic Thinking - Advanced
  • Complex Problem Solving – proficient
  • Team Building
  • Cross Functional
213

Manager, Service Operations Resume Examples & Samples

  • Effectively manage, coach and develop a team of Clerical associates; 11 in Ontario and 3 in Atlantic
  • Provide daily direct administrative support to the Field teams including the management of travel requests, ARIBA / VISA bill coding, expense tool ordering, CO filter ordering, Evergreen liaison for field with CGI and other support
  • Provide administrative support for 4000 mobile accounts across Bell West, Ontario, Quebec and Atlantic
  • Review and improve administrative processes and act as first point of contact for any escalations or issues related to team responsibilities
  • Provides assistance on field operations projects that require administrative support
  • Act as point of contact for the field when the Deal teams identify security clearance requirements for new or existing deals. Work with the field to initiate clearance process if gaps identified
  • Build and expand on team reports including monthly scorecard, mobile and fleet reports etc
  • Prepare presentations on analysis and areas of opportunity for Field Management team
  • Develop and sustain meaningful partnerships with the Field Operations teams, Workforce Management, Finance and various project teams
  • Knowledge of and ability to perform Performance Management practices
  • University or College degree in telecommunication, business management or equivalent
  • Minimum 2 years of experience in managing people and process improvement/analytics role
  • Solid organization skills, including the ability to plan, coordinate and manage multiple tasks and/or projects
  • Professional and at ease with working with various groups and comfortable in an environment where teamwork is essential
  • Excellent skills in Excel and strong working knowledge of PowerPoint with ability to quickly build a clear presentation for an executive audience that graphically explains issues and opportunities
  • Demonstrated application of a wide range of analytical techniques to solve a variety of business problems
  • Knowledge of and ability to perform Performance Management
  • Flexible and able to tackle duties outside of their usual scope of work when called upon
  • Preferred Qualifications/Competencies
  • Previous position of Leadership/Coaching
  • Strong preference for experience in Field Operations and knowledge of the types of tools, material, systems used by the technicians
  • Financial background and knowledge of financial accounting rules related to capital and expense
214

Senior Service Operations Analyst Resume Examples & Samples

  • 3 – 5 years of practical Incident and Availability Management experience
  • Demonstrated experience with Availability design metrics, reporting, and report development
  • 3 + years of experience in a large IT shared services organization
  • Ability to facilitate meetings that include Executive and Sr. Management attendees
  • Solid experience with the utilization and operations of ServiceNow
  • Working knowledge of Tableau report development
  • Working knowledge of SharePoint Designer or development with Nintex Workflows
  • Associates Degree in Computer Science, or related industry work experience and certifications
215

Service Operations Specialist Resume Examples & Samples

  • Govern all deployment activities in the execution of services
  • Train, coach and mentor Deployment Analysts (Level 1 / 2) including career development
  • Provide data and reporting of KPI’s and trends to management
  • Responsible for reviewing testing/release of all releases to the production environment
  • Providing feedback on knowledge articles to the product owners/engineers
  • Liaison and escalation point to Level 3
  • Experience of managing direct reports within a production environment
  • Monitoring performance of local team through various operational review meetings
  • Quickly and efficiently addressing any customer escalation
  • Ensures Release & Deployments Operations team provides optimum service level to the business lines
  • Responsible for managing local resources and vendors in resolution of incidents and problems and ensuring that vendors apply the right problem solving techniques and processes
  • Assists in managing business stakeholder relationships
  • Ensure relevant teams are informed of progress on incidents, where necessary
  • Provide oversight of vendor to ensure all processes and procedures are performed in line with Bank policies
  • Working with global peers to ensure all processes and procedures are adhered to DB’s Global Procedures
  • Continuous Improvement Program – working with local resources and vendors to provide persistent activities around stability optimization of production environment
  • Resolves escalations by working with other Operations teams/Engineering teams to accurately resolve escalated issues quickly
  • Governs areas requiring monitoring, reporting and improvement
  • Continuously seeks to improve service desk volumes from managed deployments
  • Execution of daily operational oversight, specifically around
216

Service Operations Specialist Resume Examples & Samples

  • Prevent problems and resulting incidents from happening, to eliminate recurring incidents and minimize impact of incidents that cannot be prevented
  • Manage the full lifecycle of the Problem Management process
  • Lead root cause analysis activities to successfully identify root causes of problems
  • Proactively identify problem trends and known error conditions and work towards a permanent solution
  • Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
  • Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
  • Perform trend analysis and pinpoint potential high-risk areas - initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools
  • Track the implementation of problem resolution tasks
  • Work with Technical Teams, Incident Management and Change Management in resourcing appropriate skills and information for effective problem resolution
  • Conducts regularly-scheduled Problem Management meetings with IT Product Managers (ITPMs), infrastructure groups, problem managers and incident managers to track progress and highlight issues
  • Meets regularly with senior development, infrastructure managers and client service heads to identify problem areas and report on progress
  • Escalates high priority and major problems not resolved within defined timeframe to team leaders and/or Global Head of Problem Management
  • Address business stability targets through a demonstrable reduction in errors in production, processes and staff behaviour over the period of review
  • Ensures continuous improvement of platform
  • Ensures daily coverage of the Problem Management process
  • Actively monitors processes, tools and data quality to ensure consistency across PM
  • Ensures appropriate vendor interaction in a multi-vendor environment
  • Develop and maintain the problem management process to maximize its efficiency and effectiveness
  • Participate in driving the problem management function and the training and awareness strategy
  • Actively promotes effective problem management throughout the business
  • Provides problem management requirements and interests to tool development and support teams
  • Drives effective reporting practices to
  • Global role in Financial Services Technology in a client facing function
  • Experience in Client Service Support or Project Management
  • High level of customer awareness and commercial focus
  • Strong analytic/diagnostic skills and attention to detail
  • Strong communications skills and ability to interact effectively with senior management
  • Technical education (e.g. engineer, programmer, technician)
  • Problem Management experience desirable
  • Ability to interact successfully with a global team in multiple time zones
  • Ability to influence across the organization
  • Working knowledge of incident tracking tools (e.g. Remedy, Heat etc)
217

Service Operations Specialist Resume Examples & Samples

  • Manage the creation, sign-off and implementation of the testing strategy and plans
  • Manage the overall effort to ensure that all in scope components and scenarios are tested and reported on
  • Oversee effort to retest corrections to ensure problems are resolved
  • Oversee effort to analyse, document and communicate results
  • Provide management, leadership and technical guidance to Testing Specialists and Testing Analysts
  • Lead teams working on the detailed test strategies and plans for applications based on technical and business specifications in accordance with DB standards
  • Work with Testing Specialists to review and understand business requirements functional and non-functional specifications
  • Ensure adherence to testing best practices and DB testing standards
  • Actively seek opportunities to leverage central testing services where deemed appropriate
  • Participate in stakeholder management within the application and project context, including stakeholders of up and downstream systems and external teams
  • Ensure that stakeholders receive information that enables fact based decisions to be made
  • Analyses testing process deficiencies for improvement practices and trending
  • Champions activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of specialism
  • Manage the working relationship with 3rd party team members
  • Coordinate with external groups such as test environment support and production management teams
  • Act as a senior escalation point for all stakeholders, including internal testing team escalation
  • Champion and participate in the activities of the broader QA and Testing community
  • Align to the wider team / group objectives
  • Proven experience in Testing roles and/or leading testing teams
  • Technology knowledge and expertise
  • Experience of test management and defect tracking tools
  • Proven experience of defining and implementing project level test strategies
  • Understanding of testing across the full Software Development lifecycle
  • Customer and service orientation to support interaction with team resources and clients
  • Performance and productivity oriented to drive toward quality testing outcomes and results
  • Previous program and project management experience
  • Proven experience with Risk Management and Control policies and procedures
  • Proactively, initiate, develop and maintain effective working relationships with team members
  • Demonstrated ability to work with a variety of people and achieve results
218

Service Operations Specialist Resume Examples & Samples

  • Experience coordinating multiple work activities, work flow and multi-faceted processes
  • Experience developing and supporting business and service area processes and generating process improvements
  • Experience analyzing data and reviewing, tracking, and monitoring service work orders regarding estimates, schedules, and status
  • Understanding of LLNL rules, systems and operations including those related to contracting, purchasing, licensing, budget tracking, and property management
  • Computer skills (e.g., Microsoft Word, Outlook, Excel, PowerPoint) including word processing and database programs necessary to provide ad hoc reports or documents
  • Effective interpersonal, written and verbal communication skills necessary to handle sensitive and confidential issues with tact, discretion, and mature judgement to interact with a diverse group of personalities at all levels internal and external to the Laboratory
  • Experience with LLNL business operational systems, rules and staff including RA’s, TRR’s, and property management
  • Ability to construct accurate budget estimates and schedules
  • Knowledge and use of Microsoft Project
219

Manager, Service & Operations Management Resume Examples & Samples

  • Responsible for ensuring the integrity, reasonable response times, and availability for service and operations functions. Accountable for adherence to Service Level Agreements. Analyzes data and key performance indicators to develop and publish service and operation performance metrics. Performs trend reporting and identifies opportunities for continual customer experience enhancements
  • Reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time
  • Strengthens service and operations team knowledge base to enhance first call closure rate, reduce incident volumes and improve IT customer service experience, while ensuring alignment with business processes, tactical planning and strategic vision. Performs post mortem analysis and follow up with applicable MTD end users to identify potential service enhancements
  • Manages processes for communicating outage/emergency situations and scheduled planned maintenance activities to the organization. Also, collaborates with other IT leaders to review communication methods periodically to identify potential changes in methods to enhance communication effectiveness
  • Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for service desk; system operations; application monitoring and access management. Provides direction for these processes including implementations, upgrades, and maintenance. Serves as a key decision maker for complex issues in areas of responsibility
  • Focus point for ensuring IT systems maintain high levels of uptime, functionality, and reliability consistent with business requirements. Including eensuring that all data is protected by developing, implementing, maintaining, and ensuring backup policies and procedures are tested and fully operational
  • Provides leadership for end user training programs spanning multiple IT-provided tools/services, including identifying areas of need, facilitating delivery, and measuring effectiveness
  • Management of IT service desk and operations to ensure end users have a consistent and fully satisfactory experience
  • Responsible for ensuring service and operations process deliverables are on time and fully comply with MTD policies
  • Ensures that help desk service staffing levels are consistent with business needs
  • Serves as an escalation point for emergency changes
  • Fulfills the duties as an IT manager of people, spanning the communications, performance management and talent development processes
  • Experience building and maintaining relationships with customers, clients, and colleagues
  • Excellent verbal, written, and interpersonal communication skills
  • Strong negotiation, influence, and team work skills
  • Strong interpersonal, communication, presentation and relationship skills are necessary to work with a diverse spectrum of suppliers across business segments and across the globe
  • Demonstrates solid understanding of ITIL, analytics, and problem solving
  • Demonstrates ability to leverage analytics and data in decision making process
  • Exhibits ability handle rapid change and manage effectively
  • Confident, professional and effective presenting and interacting with senior management
  • 8 years of IT solutions or business domain experience with increasing levels of responsibility
  • 3 years of budgeting and financial management experience
  • 3 years of ITIL related (service desk and/or operations) experience
  • 2 years of experience working within a matrixed organization
  • Bachelor's Degree in Computer Science, Math, Engineering, or related field (equivalent work experience may be substituted)
  • Certifications such as: MBA, Six Sigma, ITIL
  • Experience documenting/designing business processes
  • IT experience across multiple industries, markets, and/or functional areas
  • Master's Degree in Computer Science, Finance, or related field
220

Service Operations Specialist Resume Examples & Samples

  • Ensuring that the Service Operations team provides optimum service level to the business lines that it is supporting
  • Taking overall responsibility for the resolution of incidents and problems within the team. Overseeing the resolution of complex incidents. Ensuring that Analysts apply the right problem solving techniques and processes
  • Assisting in managing business stakeholder relationships
  • Assisting in defining and managing OLAs with relevant stakeholders
  • Ensuring that the team understands OLAs and resources appropriately and are aligned to business SLAs
  • Ensuring relevant Client Service teams are informed of progress on incidents, where necessary
  • Ensuring that defined divisional Production Management service operations and support processes are adhered to by the team. Makes improvement recommendations where appropriate
  • Preparing for and, if requested, managing steam review meetings. Making suggestions for continual service improvement
  • Managing escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly
  • Observing areas requiring monitoring, reporting and improvement
  • Identifying required metrics and ensuring they are established, monitored and improved where appropriate
  • Continuously seeking to improve team performance
  • Participating in team training events, where appropriate
  • Working with team members to identify areas of focus, where training may improve team performance, and improving incident resolution
  • Mentoring and coaching Production Management Analysts within the team by providing career development and counselling, as needed
  • Assisting Production Management Analysts in setting performance targets; and managing performance against them
  • Identifying team ‘bottlenecks’ (obstacles) and taking appropriate actions to eliminate them
  • Level 3 or Advanced support for technical infrastructure components
  • Evaluating new products including prototyping and recommending new products including automation
  • Specifying/selecting tools to enhance operational support
  • Championing activities and establishing best practices in specialist area, working to implement best of breed test practices and processes in area of profession
  • Defining and implementing best practices, solutions and standards related to your area of expertise
  • Building, capturing and managing the transfers of knowledge across the Service Operations organisation
  • Extensive experience of supporting complex application and infrastructure domains
  • Experience managing and mentoring Service Operations teams
  • Broad ITIL/best practice service context within a real time distributed environment
  • Experience managing relationships across multiple disciplines and time zones
  • Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
221

Specialist, Service Operations Resume Examples & Samples

  • Works as part of a cross-functional team in a 24x7x365 environment to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals. Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors as well as second tier organizations within T-Mobile
  • Operations Support: Answers inbound telephone calls from a wide variety of client organizations and external groups and performs the necessary support required by the caller. Provides support during large scale outages and disaster recovery efforts
  • Enrolls in and completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. Identifies, researches, and develops process improvements and recommends them to management for implementation
  • Works with more senior-level technicians to gain working knowledge of how to complete more complex troubleshooting and repair functions. Uses resource documentation for reference and troubleshooting network problems
  • 2+ years technical experience in telecommunications, applications support, or system infrastructures
  • Possess strong analytical skills & strong knowledge of troubleshooting techniques
  • Excellent written and verbal communication skills; effectively able to communicate with all employee levels
  • This position operates in a 24x7x365 environment. Shift work and the ability to participate in an on-call rotation are required
  • Unix support experience
  • ITIL Foundations preferred
  • Experience working in a dynamic, fast paced environment where change is the norm, not the exception
  • Vocational/Technical Training. Two-year vocational degree in a technical discipline or equivalent work experience
  • LI-TECH-AC1
222

Service Operations Specialist Resume Examples & Samples

  • Supporting a clearly defined set of HRIT applications
  • Develop a good understanding of the activities required to execute production management functions
  • Support Service Operations teams in providing optimum service level to the business lines supported
  • Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied
  • Undertake specific functions within the relevant production management process as identified for the specific production management area
  • Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders
  • Provide regular and reliable reporting of relevant data to meet management requirements
  • Support the collection, analysis and production metrics on process data for KPIs to find out
  • | Exposure | Education | Certification
  • Overall IT experience of 10+ years
  • 3+ Service Operations experience within a global operations context
223

Senior IT Service Operations Resume Examples & Samples

  • Define strategy and roadmap for software vulnerability discovery, reporting, and remediation services
  • Provide key inputs to the broader team to establish operational measures to assess the health of the vulnerability management service, including developing implementation and operational costs
  • Partner with 3rd party suppliers as necessary to implement the operational needs of the service, ensuring partners meet operational goals and performance measures
  • Collaborate with customers and the broader team to develop security patch compliance policies for the MLS environment while accommodating unique customer requirements
  • Drive ongoing service improvement plans to maximize the value to Microsoft and MLS customers
  • Participate in regular business reviews with customers to help drive adoption and address customer challenges
  • 5-6 years of data center/lab/IT Operations or Service Management experience
  • 3 years of experience managing enterprise environments subject to security patch compliance processes and tools, preferably involving Microsoft OS and platform compliance
  • 3 years of experience with managing and maintaining IT security processes and procedures
  • 3 years of experience in developing solutions for customers
  • College degree in Computer Science, Engineering, or related technical discipline is preferred but not required. ITIL / MCSE certifications are a plus
  • Strong candidates should be knowledgeable of future IT trends in areas such as software vulnerability detection and software update processes, with emphasis on Microsoft’s Operating Systems and platforms
  • Ability to balance workloads while collaborating with peers in building and supporting the next generation of IT services
  • Strong written and oral communication skills, including presentation skills
  • Sound technical problem resolution, judgment, negotiating/prioritization, and decision-making skills
224

Service Operations Specialist Resume Examples & Samples

  • Team member role reports directly to the Functional Manager
  • Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the GTO Management team
  • Participate in Deutsche Bank organizational events such as Town Halls and Team Meetings
  • Proactively manage Incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate individual
  • Prior experience in deploy, implementation and maintaining Active Directory Windows 2008r2, 2012r2, within global enterprise organisation
  • Knowledge of creating and maintain monitoring within a SCOM 2012 platform
  • Bachelor Degree from an accredited college or university with a concentration in an IT-related discipline (or equivalent diploma / work experience)
  • A positive, ‘can-do’ attitude, excellent customer-facing skills, and a high productivity rate
  • A mastery of the English language, with excellent written and verbal skills
225

Service Operations Technician Resume Examples & Samples

  • Provides technical support/service desk ticket resolution
  • Provides loaner laptop/remote machine maintenance and issuance. Sets up and issues laptops for new remote users
  • Monitors patch levels of local and remote machines. Contacts users and works with them to perform necessary updates
  • Facilitates employee department transfers, setup and workstation moves
  • Updates all asset management systems
  • Maintains printers and copiers
  • Completes workstation maintenance
  • Provides backup as required
  • Provides end user related phone/voice mail system administration
  • Completes other assignments or projects as assigned
  • Experience with network troubleshooting (preferred but not required)
  • Experience handling calls within a Contact Center is (preferred but not required)
226

Service Operations Centre Manager Resume Examples & Samples

  • Implement and manage a fully operative Multivendor Service Operations Centre for NW coverage of 92.2% of Mexican population. The implementation includes complete SOC infrastructure to be deployed in Mexico
  • Manage the Multivendor SOC operations under a Master Service Agreement whereas Nokia operates the NW. The SOC Management provides all SOC business processes, SOC planning and SOC personnel related issues. SOC management Service activities include: SOC planning, controlling, steering and reporting all aspects of SOC activities; management of SOC organization and SOC staffing; delegation and empowerment of SOC managers and team members
  • Interface with Customer’s Operations Director and MVNx Operations Directors in all SOC-related issues. Lead and motivate the SOC team through effective team work, open communication and Nokia values to deliver best in class Network Operations Services
  • Ensure SOC team set-up and structure which supports the Operational teams in the following areas: IT/Tools, Competence Development, Process and Quality, Infrastructures & Security, HR and People related issues, SOC Overall Business Continuity Plan
  • Ensure successful resource management and the required team performance in the SOC teams to perform the following stages of a project: Assessment phase/stage, Ramp-up Phase and Competence Development of the teams, Migration Phase, Stability Phase, Transformation phase
  • Ensure Mode of Operations is implemented based on business/project requirements following the SOC Global Tools and process and Nokia Operations model
  • Ensure the right governance is in place for all projects
  • Ensure the standardization of processes and tools
  • Lead and drive continuous improvement of the SOC delivery for all projects, through: More efficient processes, Automated working procedures, analyses of the team delivery performance, Migration of other SOC winnings/other tools/other automations to LAT and apply them on the project
  • Work and align with the Operations team and Support teams within SOC to accomplish the above improvements
  • Ensure efficient way of working with other groups identifying synergies and cost efficiency
  • Successful and effectively address all the escalations together with Operations Director
  • Support the delivery of the financial targets for the CBT and Nokia
  • Bachelors or Master degree in Telecommunications or Electronics
  • 15+ years experience from telecommunications: Network Operations, SOC Management
  • Management and leadership experience
  • Working across Boundaries -Supports and builds communities within Nokia. Operates across units, able to relate to individuals from different backgrounds and at varying organisational levels. Forms strong networks with partners, customers and suppliers. Looks for uncommon partnerships that produce mutual benefits
  • Driving Commercial Results -Ensures effective delivery of outcomes to support the objectives of Nokia. Plans and executes work in an effective manner in order to meet financial targets. Understands and keeps up to date with competitor activity. Seeks opportunities to further Nokia’s profitability
  • Influencing Others -Makes a strong and positive impression on others. Uses persuasion and negotiation to gain agreement and buy-in. Promotes ideas on behalf of self or others. Seeks support from communities to ensure that persuasion is effective
  • Planning & Organising -Sets goals and objectives and monitors progress. Considers the implications of missed timelines for the organisation. Manages time and projects, anticipating obstacles and formulating contingencies
  • Strategic Thinking -Works in line with Nokia strategic goals and vision. Demonstrates awareness of the market Nokia operates in and uses this knowledge to ensure a forward-focused approach. Talks about Nokia strategy and goals with peers and seeks to form strategic alliances across the business
  • Network Operations
  • SOC Management
  • Nokia Processes & Tools
  • Transformation
  • Service Excellence
227

Specialist / Engineer Service Operations Resume Examples & Samples

  • Resolve ServiceNow discovery issues as they arise- credentials, probe failures, firewall issues, etc
  • Monitor Asset & CMDB data quality through reporting and analysis
  • Identify areas of concern for Data Quality and raise to team- work to improve quality through various methods - discovery modification, data imports, etc
  • Work from technical design to create Service Catalog offerings, categories, business services & related artifacts/forms in ServiceNow
  • Write/test/document/deploly scripts within ServiceNow for workflow, discovery probes, etc
  • Prefer experience with enterprise reporting tools
  • 3 – 5 years experience with forms, workflow & views for Change, CMDB, Asset, Knowledge, Service Portfolio, Service Catalog modules in ServiceNow
  • ServiceNow Discovery troubleshooting
  • JavaScript in ServiceNow
  • ServiceNow workflow customization, forms, data transformation
  • Knowledge and understanding of Network protocols
  • JavaScript
  • Enterprise Reporting
  • ServiceNow Reporting
  • Exposure to ITIL, and to IT and network components and principles
  • Degree or equivalent Diploma / Certificate in Computer Science. ITIL Foundations certificate, ServiceNow Certifications
228

Global Manager of Service Operations Resume Examples & Samples

  • Degree or equivalent tertiary education
  • Multinational Service Operations background within a global environment
  • Worked in multiple jurisdictions/territories with exposure to multicultural environments
  • Experience of operating at senior level with strong facilitation and team management skills
  • Strong operational and multinational service background
  • Experience of managing complex global business and change initiatives
229

Service Operations Specialist Resume Examples & Samples

  • Provide subject matter expertise, advice and guidance to drive compliance with Deutsche Bank Archiving policy, standards and solutions
  • Engagement with COO & Business partners to ensure system data and applications meet archiving requirements
  • Research, produce and maintain guidance and key operating procedures to support effective compliant archiving across the Bank
  • Analysis of the current operating environment against Deutsche Bank Archiving policy and standards
  • Maintain awareness of changes to records regulation through liaison with Group Records Management Office (GRMO) colleagues
  • Monitor and support business compliance with Archive policies and key operating procedures
  • Disseminate, promote and publicise Archive policies and best practice to relevant business users
  • Manage a training and communications program and deliver training and presentations to ensure that business and other key staff understand Archive principles, policies and procedures and know what they need to do to comply with them
  • Answer queries from end users regarding compliant archiving across data classes
  • Develop and manage relationships with key business contacts
  • Evaluate client archiving needs
  • Recommend archiving solution
  • Capture implementation risks and share with second line
  • Report on KRI’s (Key Reporting Indicators) and Controls
  • Maintain requirements for Archiving tools
  • Ensure systems meet Archiving requirements
  • Manage processes to maintain systems
  • Deliver Enterprise solutions
  • Ensure best practice is developed and shared including ways of working, technical solutions, practical hints and tips for effective compliant archiving
  • Maintain online presence
  • Deputise for the Global Head of Archiving as a Service as required
  • Manage the activities and performance of the Archiving analyst
  • Experience of managing records within a large organisation, preferably in the Financial Services sector
  • Experience of supporting end users in their use of Enterprise Content Management (ECM) tools such as Sharepoint+, FileNet etc
  • High intellectual calibre, evidenced by a good honours degree (or equivalent experience) and excellent analytical, research and IT skills combined with a close attention to detail
  • High-level interpersonal skills, including strong influencing and persuading skills
  • Excellent communication skills, particularly the ability to write reports and to communicate complex technical subjects in plain language to staff at all levels
  • Public speaking or training delivery experience and skills
  • Experience of implementing ECM systems with compliant archiving within large organisations across the data types Structured / Unstructured or Voice
  • Excellent time management skills combined with the ability to work on your own initiative and exercise judgment with discretion
  • Experience and skills to manage projects and staff effectively
  • Business German would be advantageous
  • Organised, able to plan and prioritise your own and your assistant’s work effectively and to self-generate work on areas such as improving the archiving service
  • Calm under pressure, able to juggle complex priorities to meet immediate and unpredictable deadlines while also ensuring that longer-term projects are completed
  • A strong problem solver able to analyse business issues and suggest appropriate solutions
  • Able to influence business leaders and interpret complex legislation and policies to represent these effectively to target audiences
  • A strong team player, committed to delivering to high standards and on schedule
230

Senior IT Service Operations Resume Examples & Samples

  • Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective collaboration
  • Communications: Develop standard communications model, templates, training, and publications. This position will require proper articulation of program; the candidate must grow to be comfortable and have the self-awareness to effectively present to senior leaders
  • Operations Management: Represents Incident Management service end-to-end when interacting with vendors, stakeholders and customers. Drive process for mitigation and support with a standardize, simplify, and automation mindset
  • Strategy: Define and advocate a well-supported technology and business vision, strategy and tactics to deliver on those opportunities
  • Service Improvement: Partner with stakeholders to continually improve the predictability of our service and enhance our service offerings
  • 5+ years of operations support and/or incident service desk experience
  • 5+ years of proven project management experience required
231

Service Operations Analyst With Spanish Resume Examples & Samples

  • GENERAL SCOPE OF THE JOB
  • LEVEL OF STUDIES
  • Graduated from University or student in terminal year, preferably in one of the following fields: economics, foreign languages, technical
  • Foreign languages skills
  • Minimum 6 months of previous work experience
  • Previous work experience in customer relationships, supply chain and logistics departments
232

Service Operations Expert Resume Examples & Samples

  • Develop a sound understanding of the application (technical and functional) and business environment / key stakeholders around the application usage
  • Set up and manage support team within Novartis IT Operating Model to ensure that applications meet business requirements and provide good performance, stability, availability and support for the application
  • Work closely with business community in order to understand, define and implement application enhancements to better serve business needs
  • Ensure application is kept in compliant state with latest Novartis requirements, including but not limited to GxP, IT Security and Data Privacy. Application must kept in a state of audit readiness, and any compliance gaps remediated
  • Manage release cycles to periodically implement new application enhancements
  • Use communication skills effectively to share information with business community, negotiate data delivery schedules and coordinate across other teams as needed
  • Maintain contact with key customer groups / stakeholders to understand customer feedback / pain points and areas of improvements
  • Manage efficiently operational aspects related to Financial Tracking, Issue Management, Risk Tracking, Service Reviews
  • Good understanding of technology to facilitate architecture discussions, trouble shooting and management of support teams
  • Support key projects to ensure that future application (either upgrades or replacements ) are fit for purpose from a support and operational perspective
  • Liaison with technology / product vendors related to the application. Understand their roadmaps and impact on application
  • Understanding of the external technical landscape in context to application
  • Single point of contact for all areas related to the application
  • English – fluent spoken and written
  • A minimum of 5 years of experience in working in an IT environment
  • Bachelor’s Degree in Computer Science or Engineering
  • Prior experience in managing application support and delivery
  • Experience in managing external service providers in different locations and time zones
233

Service Operations Business Intelligence Operations Manager Resume Examples & Samples

  • Develops and implements a short- and medium- term resource forecasting system, model, and process that gathers and interprets complex business requirements to enable supply/demand gap analysis, cost/benefit analysis, and create multi-dimensional visualizations for senior leadership through Tableau, Power Point, and/or other suitable software and methodology alternatives. The visualizations will depict, in easily understandable format, project prioritization rankings, deficits / surplus in specific skills, timelines, and the ability to instantly visualize the effect of a re-prioritization of one or more projects, through what-if scenarios and drillable supporting details. The end-objective is buy-in consensus on the deployment of a finite set of resources, and acceptance that some projects will be deferred or not pursued as a consequence
  • Establishes a set of complex, multi-dimensional business requirements to enable prioritization decisions across projects, people, and skill competencies, where multiple skills exist across most resources, and most resources are working simultaneously on multiple projects. Employs theory of constraints techniques to identify and resolve bottlenecks inherit in the resource forecasting model
  • Drives and influences behaviors across manager peers and their teams to ensure resource forecasting model is maintained daily and habitually sustained. Applies change management techniques to ensure the model is embraced. Develops and employs the most effective communication channels to continually refine resource deployment and prioritization decisions – at the granular level, this will be an intra-day operations management need
  • Understands multiple, required systemic intake entry points and effectively blends required sources of data into an integrated, repeatable resource forecasting model
  • Matrix partners and collaborates with PMO and vertical operational leaders to effectively weigh and prioritize multiple project portfolios originating from enterprise, service operations, and team levels
  • 3-5 years of proven leadership in advanced capacity model forecasting and demand/supply pool visualization
  • Bachelor degree required, master degree preferred, with emphasis one or more of the following specialties: capacity forecasting and modeling, operations management techniques, finance, and accounting
  • Proven, advanced skills in Tableau, Power Point, and other relevant software applications to effectively model and convey demand/supply scenarios to multiple levels of leadership
  • Ability to provide influential, headline leadership messaging to drive decision making on resource deployment
  • Ability to lead in a matrix environment as an individual contributor or with a small staff
234

Service Operations Specialist Resume Examples & Samples

  • Responsible for a smooth operation of the global dbPremier Core Infrastructure
  • Operation and configuration of the EMC Storages, SAN, HP Blade Enclosures & Blades as well as the VMWare ESX(i) hypervisor
  • Support the windows Server 2008/2012 environment
  • Monitoring and resolution of all incoming tickets and customer queries
  • Monitoring and implementation of business requirements
  • Active participation in the GT team at a global level
  • Degree in Computer Science/Business Information Systems or equivalent training in information technology
  • In depth knowledge of Windows operating systems 2008/2012 with several years experience
  • In depth knowledge of Server, Storage and SAN technologies with several years’ experience
  • Professional qualifications (e.g. MCSE, MCITP, etc) in addition to practical experience
  • Qualification in other professions (VCP,VCAP,EMC Proven Professional, etc.) an advantage
  • Knowledge of Microsoft products like MS SQL and Active Directory
  • Good knowledge of network protocols (TCP/IP, DNS, DDNS)
  • Experience of the GT organisation (knowledge of the organisation, processes and IT terminology)
235

Senior Analyst, Service Operations Resume Examples & Samples

  • Serves as primary delivery contact for audit requests. Responsible for driving specific audit remediation actions and fixes with Service Provider and Technology Domain teams. Ensure that all the IT systems are complaint withSOX, PCI, PII etc
  • Provides input and feedback for Applications Business Impact Analysis definition and requirements. Reviews the Application Disaster Recovery plans and ensure that the service providers exercise test drills and execute the plan as designed. Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on
  • Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production. Ensures that year over year total cost of ownership continuous improvement goals are achieved.Identifies additional opportunities to reduce maintenance and support total cost of ownership
  • Ensure that all critical production services including: Incident, Problem, Service Transition, Audit, Validation and
236

Service Operations Analyst Intern Resume Examples & Samples

  • Project Setup
  • Time and Expense Transfer and Reversals
  • Batch time and expense entry
  • Set tasks to bill
237

Service Operations Specialist Resume Examples & Samples

  • Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
  • Acts as a direct escalation point for Incidents from the Incident Mgmt Support Team
  • Provide Global Inicident Management presence in the Command Centre as and when requested
  • Ascrertains and confirms the full business impact related to Incidents
  • Manages Severity Critical, Severity 1 and Severity 2 Incidents
  • Undertake all communications related to management of Incidents and resolving conflicts
  • Co-ordinating global conference calls to investigate and diagnose Incidents and drive resolution
  • Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem mgmt
  • Interfaces with key stakeholders in a highly pressurised environment, with the ability to engage individuals across a range of backgrounds and levels of seniority
  • Supporting the continuous Service Improvement Programme
  • Ability to listen and understand without interruption
  • Calm, controlled and level headed, rational, especially in stress situations
  • Good understanding of banking business
  • Negotiation & conflict resolution
  • Objective and decisive
  • Integrity, trust & fairness
  • Analysis & problem solving
  • Ability to arbitrate at all levels of the organisation
  • Customer & Service Orientation
  • Business & Product knowledge
  • Technology knowledge & expertise
  • Openness to innovation & change
  • ITIL Foundation/Practitioner in Incident Management
  • Acceptance to work over hours and weekends in an On Call capacity
  • Experience of managing Global Teams
  • The Incident Manager will be able to work well under pressure, and deal with demanding stakeholders across the business
  • Deep process understanding of Incident Management
  • Ability to manage senior stakeholders
  • Ability to handle conflicting situations
  • Ability to multi task with attention to detail
  • Very good time management and organisation skills
  • Ability to manage remote/virtual teams
  • Ability to work shifts and weekends
  • Able and confident to challenge professionally
  • Assertive not aggressive
  • Calm and considered approach
  • Ability to handle sensitive matters with discretion and maintain confidentiality
238

Service Operations Analyst Resume Examples & Samples

  • Serve as a liaison between the business unit and SunGard BPO teams
  • Identify and report opportunities for improved efficiencies and controls to management and makes appropriate recommendations
  • Implement identified process improvement for department by working with associates, management and other related areas
  • Investigate, recommend and develop training and developmental methods that benefit from existing or emerging technologies to improve processes and enhance associate learning
  • Continuously look for improvement in the use of tools and resources including but not limited to: OMNI Admin, EXPAG, and OWS
  • Allocate shared resources across the service team to drive efficiency, cross training, and coverage for areas during peak productivity periods
  • Troubleshoot issues on floor relating to service and process
  • Other duties as required by the position or directed by management
  • Actively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department
239

Service Operations Specialist Resume Examples & Samples

  • Strong in database administration experience and support large database environments in MSSQL Server and Sybase technologies
  • Database Performance Tuning, Query Optimization and SQL server tuning at database and server level
  • Database upgrade and independently plan and execute the critical migration projects
  • Covering all most important administrative tasks, such as planning and building new servers, database file management, backup and restore, user account and data security management, capacity planning
  • Disaster Recovery implementations based on Database Mirroring and storage based replication (SRDF), design and implementation of high availability systems using Log shipping, mirroring, SQL Always ON methods in replicated and clustered environments, data integration and synchronization
  • Provide on call production support on rotation basis
  • 6-8 years’ experience working as production database administrator supporting the SQL Server 2005/2008/2012/2014 on Windows 2003/2008/2012 platforms
  • 3 years hands-on experience in supporting the Sybase database server 12.x and 15 on Unix platforms
  • Expertise in Install/Upgrade/Configuration of SQL Servers for all supported versions
  • Experience in database clone, Database deployment including SSIS package installations
  • Expert in understanding of Production support roles and responsibilities
  • Expertise in implementing Disaster Recovery features like Database Mirroring, Log Shipping and SQL Replication for business critical applications
  • Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication and High Availability strategies for MS SQL environments
  • Expert in understanding of MS SQL security features and Windows AD platform
  • Effective verbal and writing communication skills
  • Well organized individual with strong production support experience
  • Builds positive working relationships and works collaboratively with other team members
  • Experience in a large corporate environment
  • Self-starter and ability to work independently
240

Service Operations Specialist Resume Examples & Samples

  • Strong database administration experience and support large database environments in MSSQL Server and Sybase technologies
  • Advanced Database Performance Tuning, Query Optimization and Sybase and SQL server tuning at database and server level
  • Covering all most important administrative tasks, such as planning and building new servers, database disk management, backup and restore, user account and data security management, capacity planning
  • Disaster Recovery implementations based on Log shipping, Database Mirroring and storage based replication (SRDF), design and implementation of high availability systems using Log shipping, mirroring, SQL Always ON methods in replicated and clustered environments, data integration and synchronization
  • Work with infrastructure team on upgrades, patching and resolution of cross functional issues. Participate in application audits, adhere to the internal standards
  • Provide deployment support for database objects in production and test environments
  • 6-8 years of experience working as production database administrator supporting Sybase 12.X and 15.X servers on large databases
  • 3-4 years of experience working as production database administrator supporting Sybase replication 12.X and 15.X servers
  • 4 years of hands-on experience in providing production database administration supporting Microsoft SQL Server 2005/2008/2012/2014 on Windows platform
  • Experience in dealing with Sybase MDA tables for performance analysis
  • Experience in database install, upgrade, plan and execute critical migration projects
  • Expert in designing database partitioning, encryption and implementing security standards to secure critical environments
  • Well versed with Database optimizer changes, database internals and troubleshoot production issues
  • Experience in Sybase Replication server installs, upgrade and troubleshooting replication issues
  • Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication and High Availability solutions
  • Good knowledge of MS SQL security features and Windows AD platform
  • Experience with standard database monitoring tools
241

Service Operations Specialist Resume Examples & Samples

  • 5+ years’ experience in IT in large corporate environments, specifically in the area of controlled production environments preferably within Financial Services Technology in a client-facing function
  • Experience in managing relationships across multiple disciplines and time zones
  • Experience of managing external service delivery vendors / partners
  • Good written and personal communication skills
  • Service Management / Production Support experience combined with problem solving skills within a global support context
  • ITIL experience / best service practice within a real time distributed environment is desirable
  • Experience with ITIL process supporting systems a must
  • Experience with MIS systems / business intelligence systems (eg. Business Objects) a must
242

Coo-cto-service Operations Specialist Resume Examples & Samples

  • Database installation, configuration on windows and Unix platforms
  • Troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log issues, connectivity issues, security issues etc
  • Configuring the database standby, Mirroring, Log shipping and support
  • Design the database partitioning, encryption and implement the industry standard security to secure the critical environments
  • Well versed with Database optimizer changes, database internals and able to apply this knowledge to troubleshoot the real time production issues
  • 8 years experience working as production database administrator
243

Service Operations Specialist Resume Examples & Samples

  • Leadership, good communication, problem solving and ownership
  • Experience of working on complex systems within the Finance industry or other industry involved in large scale real time messaging and batch processing
  • Ability to read and write scripts in common languages
  • Understanding of ITIL or other service management delivery framework
  • Understanding of Pricing, business MIS, workflow and document distribution
  • Managing Index and real time price calculation for a specific application set
  • Control M or other workflow platforms
  • Reactive – owning or overseeing
  • Issue management – ownership – including for senior MDs/Ds in business units
  • Incident management – communication and coordination
  • Problem management – incident action follow up, post incident reviews, etc
  • Technical queries and compliance/audit reporting
  • Business and technical communication for incidents
  • Proactive – owning or overseeing
  • Morning checks – in conjunction with vendor or other teams
  • Monitoring – use and continual improvement using firm standard toolsets
  • Preparation for business and technology events e.g. economic announcements, DR tests
  • Release management – change notifications
  • Deployments – binary and config changes
  • Close monitoring of the systems during critical business events
  • Platform and process improvement projects
244

Manager, National Accounts Service Operations Resume Examples & Samples

  • Manages the US and Canada National Account customer care team in a manner that enables proactive customer contact throughout the customer lifecycle ensuring identification of areas where customer satisfaction may be at risk and implementing proactive means to ensure maximum customer retention and satisfaction measured through NPS and SCI metrics
  • Ensures routine and robust assessment and feedback management of call and interaction quality programs, ensuring routine coaching of all members of the service operations team
  • Drives compliance and oversight in Government and National Account contract approvals
  • Acts as a customer advocate and subject matter expert throughout the organization ensuring that both the customer and SimplexGrinnell’s interests are well represented
  • Manages the service operations team in a manner which helps to drive profitable revenue. Understands and takes action on the areas of opportunity to influence the achievement of the monthly, quarterly, and annual bookings, revenue and profitability targets
  • Manages a robust escalation process for customer issues, identifying trends in escalations and developing overarching solutions to prevent root cause where appropriate
  • Makes data driven decisions which are backed with strong analytics while driving customer advocacy
  • Responsible for ensuring the timely creation and delivery of customer reports in accordance with customer expectations for report delivery
  • Oversees the development and utilization of reporting mechanisms and dashboard to insure visibility on performance
  • 10+ yrs progressive service operations management experience
  • Demonstrated experience developing high performing service delivery teams thorough interaction quality management, service operations metrics and data driven decision making
  • Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they represent
  • Demonstrated ability to drive continuous improvement in a customer facing organization
  • Demonstrated ability to develop multiple levels of direct reports
245

Service Operations Specialist Resume Examples & Samples

  • Reporting directly to the Global Network Change and Recovery Manager, the incumbent will perform special Business Continuity tasks of planning, procuring and testing resources (human, technical, etc.), confirming that regional alternate locations are readily available; monitoring that corrective actions are implemented; documenting the results of all annual DR tests. Undertake all the Americas and branch offices eBCM lifecycle deliverables (annual Awareness Training, Business Recovery Solution test, Business Impact Analysis/Business Continuity plans and semi-annual Call Tree Test.)
  • Network Change Management tasks would include-but not limited to reviewer/approving all Network Change related tasks prior to their implementation; assist enforcement of Network Change policies and procedures. Administration of Network daily, weekly and monthly reports; on-going tasks of updating Network Change Control KOP
  • Additional the candidate will be required to document, planned all network procedures jointly with the regional ITF coordinators the invocation of all landlord annual building powers and building preventative maintenance exercises while employing all network cost savings opportunities
  • Primary BCM liaison between CSBC, Service Continuity and the DB Business groups with the assurance of a network that is reliable, secure, redundant and uninterrupted
  • Ensuring that all Changes to the Network infrastructure have met the pre-determined standard for risk, quality, conflict, approval and notification, as dictated by GCM team
  • Examining that each Change in the context of business requirements, approvals and schedules, prior to the implementation of any Change to the Network environment
  • Communicates major Network Change events globally while addressing Change conflicts with the affected Business Unit and escalations to ensure closure and resolution
  • Hosting global internal Change Advisory Board (CAB) meetings as well as participating/representing Global Network Changes on the weekly GT CAB meetings
  • Working closely with all the Network Support staff in identifies and rectify any infrastructure risk that may impede recovery and report these risks to the Global Services Continuity and CSBC teams
  • Participating/supporting all annual CSBC DR/BCP, FED test and Landlord mandated power down exercises globally – each time providing an improved solution to our previous year plan to return to normal production post invocation
  • Certifying that all Network 4 eBCM lifecycle requirements (biannual Call Trees, Business Continuity documents, annual awareness training and business recovery solutions test) are current in the eBCM portal
  • Ensuring all Global Network team members understand their roles and responsibilities regarding emergency preparedness
  • Ensuring all Global Network staff are familiar with their evacuation and assembly points, business continuity plan for their department and their roles in a recovery solution
  • Attend weekly service review meeting
  • 5+ years’ experience in Change Management and BCP and DR management
  • Proven Technical and analytical skills using Microsoft Excel with Pivot tables, Charts and macros and Access
  • Superior interpersonal skills and ability to work well with others
  • Excellent oral and written communications skills
  • Team player with a positive attitude and focus on business issues
  • Basic networking knowledge of LAN, MAN, WAN, Firewall infrastructure
  • Knowledge of SharePoint and basic administration of accounts and structure
  • Hands on advance working knowledge of MS Suite of applications (Excel, PPT, etc)
  • Strong risk assessment, negotiation and problem resolution skills
  • Knowledge of Service Now preferred
  • Firm understanding of the BCM industry specifically in the banking and financial sector
  • Familiar with industry regulations, guidelines, and best practices
246

Service Operations Growth Director Resume Examples & Samples

  • Requires a BA/BS degree in a related field, 10-15 years of leadership/management experience in health care management, marketing products, and managing significant business results; or any combination of education and experience, which would provide an equivalent background
  • Previous cross functional project management experience in health care setting preferred
  • Managed Care experience is required
  • Medicaid experience is required
  • Must have excellent communication skills (written and verbal) and interpersonal skills
  • Must have strong PC skills (Word, Excel, Outlook, PowerPoint)
  • Must have strong presentation and leadership skills
  • Travel up to 50% is required at times, but not likely required year round; average travel will be 25%
247

Medicare Service Operations Resume Examples & Samples

  • Provide financial insights and make recommendations to support business decisions and develop effective strategies, with an overriding goal to create value for the company
  • Work in a consultative role with various departments in creating effective reporting and analyses in order to improve processes, create efficiencies and proactively provide business partners data/metrics/cost information to identify and influence areas of financial / operational improvement
  • Lead the month end close process including preparation/review of journal entries, account analysis, reconciliations, and reporting actual versus budget and forecasts
  • Collaborate with business partners in developing methods and criteria for measuring/summarizing financial data and preparing valuable analysis in a dynamic environment
  • Maintain and review various system reconciliations between source systems and financial and operational reporting processes
  • Support special projects that may necessitate cross-functional partnerships
  • Establish, foster and maintain working relationships with peers and management within Finance and Medicare Service Operations
  • Lead the forecast process including the development and maintenance of analytical tools to forecast and evaluate financial/operational effectiveness
  • Bachelor’s Degree in Accounting, Finance or a related field
  • Experience with budgeting, modeling, and financial analysis with the ability to support business operations partners
  • Strong analytical skills to support business operations through key performance indicators and market trends
  • Strong Microsoft Office skills, with proficiency in Excel, a focus on financial modeling and the advanced use of spreadsheets
  • Ability to influence and affect business outcomes
  • Strong written and oral communication to effectively discuss financial data and related analysis
  • Must be able to manage multiple projects and meet tight deadlines
  • Be able to present information to a variety of audiences at a high level
  • MBA and/or CPA preferred
  • Proficiency in Oracle and/or Hyperion Essbase
248

Head of Service Operations Resume Examples & Samples

  • Delivery of on wing and off wing services to customers in the region and ensure all the element of the services operational plan is executed in accordance with each project's executive plan
  • Develop and maintain the regional service operation strategy and drive the regional implementation plan
  • Lead the service delivery quality management process in region, to address regional issues working closely with the service lines and projects to prioritise, find root cause and implement solutions
  • Maintain target levels of product fleet health such as spare engines, LRUs & other assets and managing maintenance burden to ensure customer fleet and individual engine risks are within acceptable limits
  • Drive regional fleet issue containment campaigns execution to mitigate event exposure and support delivery of disruption index targets
  • Ensure that in region service disruption failures are contained and managed to commitment by identifying hazards to plan and driving mitigation actions
  • Execute the operational Ops and hazards management process for the region
  • Establishing and maintaining the regions standard governance structure (interaction between service lines, projects and regions)
  • Technical degree in engineering, logistics or operational disciplines
  • Proven relevant operational and technical experience
  • Ability to lead a team effectively and deal with ambiguity with strong leadership and program management skills
  • Customer focused with a deep understanding of what will drive customer satisfaction to deliver solutions against specific customer requirements
  • Business acumen with strong Interpersonal and presentation skills
  • Ability to organise and prioritise programs effectively to meet all the deadlines
249

Change & Service Operations Lead Resume Examples & Samples

  • Total Exp in incident, change, release & service operations of 7 Years at least
  • At least 2 year of Change Management experience within a busy IT department
  • Experience of other key Service Operations functions, including Problem, Incident and Config & Asset Management
  • Process management background and experience of Service Transition – particularly relating to Change Management
  • Experience of operating in a fast-paced business environment with an emphasis on positive change and adaptive working practises
  • Experience of engaging and building successful relationships with stakeholders of the Change Management process
  • Experience of operating in a Global business environment
  • ITIL Practitioner certification & Experience of ServiceNow
250

Director, Service Operations Resume Examples & Samples

  • Pilot and expand support to the CNR team based on time & motion findings along with automation resulting in doubling the productivity of the team
  • Bring in-house our Interactive Client Services delivery for Gartner optimizing self-service as much as possible
  • Use Data Science techniques to synthesize and derive intelligence out of multiple surveys
  • Lead a team of consultants to support the Services team and improve win-rate of proposals by providing top-quality engagement plans to them
  • Innovate and drive strategic initiatives to improve service delivery to Gartner clients
  • Impact key performance metrics for custom proposal support, including retention and NCVI
  • Reporting and analytics support to sales and service teams to improve their effectiveness. Innovation in reporting and analytics
  • Overall 10+ years of experience
  • Experience in management consulting preferred
  • 2-3 years of data analytics experience and managing a team working on analytical insights
  • 2-3 years managing a team of sales support or knowledge support services
  • Microsoft Office expertise
  • Knowledge of SQL or basic programming skills a plus; knowledge of analytical tools a plus
  • Effective process and people management skills in a fast-paced environment supporting services with high business impact
  • Analytical thinker with experience deriving business insights from data analytics
  • Detail-oriented with high personal standard for quality
  • Exposure to corporate data warehouses and databases preferred
  • Experience developing and maintaining management reports in Excel
  • Familiarity with analytical tools a plus