Regional Operations Manager

Company:
Dew Softech Inc
Location:
jersey city, NJ
Job Type:
Part Time
Yrs of Exp:
7+ to 10 years
Posted:
7/22/2013

Job Description

Position: Regional Operations ManagerInterview: Phone + F2F Role Description: The Regional Operations Manager on the FINANCIAL CLIENT account manages, leads and oversees the regional operations organization This role reports to the Regional Service Delivery Executive for the FINANCIAL CLIENT account and works as part of the functional Global Operations team with shared objectives and responsibilities. The regional operations organization is responsible to deliver: Network management and monitoring services; Second & Third Level Support to resolve network incidents; Network Incident Management; Network Problem Management; Network Performance & Capacity Management; Infrastructure Optimization & Preventative Maintenance; Design Assurance & Operational Compliance; Change Management & Operations QA Network tools optimization and support The Regional Operations Manager is responsible for meeting all regional SLAs; fulfilling contractual obligations, pertaining to the Operations function, and delivering network performance and stability to customers’ expectations, as measured by the client-facing metrics. In this capacity, the key part of responsibilities is interacting with the Service Management team to ensure full, timely and accurate SLA reporting. The Regional Operations Manager is responsible to develop and maintain senior-level client relationship, with the key members of the client’s infrastructure management community. This close client interaction will drive development of proactive service improvements directly benefiting the client’s businesses. The Regional Operations manager serves as an escalation point for high-profile incidents and directly manages service restoration for the critical infrastructure outages. In this capacity the Regional Operations manager directly interacts with the customer’s Incident Management team and the senior managers of the customer’s technology organization. The Regional Operations Manager is also accountable for client-facing and management incident communications and status reporting. The Regional Operations Manager is responsible for recruiting developing, retaining and managing performance of a world-class support organization, capable of delivering exceptional services in the highly complex and challenging Global Financial Services environment. The Regional Operation Manager is accountable for the regional cost targets and works with his peers to deliver continuous improvements in cost management for the Global organization. The Regional Operations Manager is responsible for the development, maintenance and control of execution for the key processes used by the organization, as well as developing and adapting global best practices. Qualifications and Required Skills: Proven management and leadership skills with building, transforming and leading an effective and efficient network operations organization Problem-solving skills with an emphasis on resolution of complex technical problems and demonstrated ability to quickly understand complex systems Ability to focus and perform in time-sensitive high-pressure environment Strong interpersonal skills, including verbal and written communication skills, as well as excellent listening skills Ability to develop and maintain effective relationships with business clients and managers on all organizational levels Minimum of ten years professional experience with at least five years in operational management positions, supporting tier-one global financial organizations. Minimum of five years of incident/problem management experience in a global enterprise financial environment. Experience with performing and coordinating RCA and trend analysis Working experience or general knowledge of the ITIL framework and Six Sigma or other quality control framework is highly desirable. Broad knowledge of major network infrastructure technologies Understanding of and experience with service level agreements Bachelor's Degree in Computer Science or Electrical Engineering highly desirable Note: Please send your responses to dice@dewsoftech.com
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