Service Delivery Manager

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

Responsibilities:

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

Requirements:

-12+ years IT operations & Application support experience

-Responsible for managing Level 2 & Level 3 Incidents, Service requests

-Hands on experience working on handling major incident calls

-Perform regular project updates, host weekly meetings, manage templates, documents, and contact lists.

-Knowledge of cloud computing with exposure to AWS, Azure, and Google

-Determines if an incident needs to be escalated according to priority and severity of the issue.

-Ensure that Incidents assigned to their Support Groups are resolved and that service is restored

-Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

-Identify Incidents for review

-Document troubleshooting steps and service restoration details

-Create and submit knowledge articles

-Participate in Incident review following major Incidents

-Identify potential problems and/or increasing trend of repetitive Incidents

-Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents

-Act as a point-of-contact and advisor to the client for day to day operational issues

-Provide technical expertise in extracting, integrating, and analyzing critical program data

-Coordinate and implement performance metrics and success criteria across initiatives with reporting and data teams

-Capture lessons learned and process changes for continuous improvement

-Experience in a multi-product, multi-vendor network integration environment in Banking

-Bachelor’s degree (minimum) in a computer science, engineering discipline or equivalent industry experience

-Strong oral and written communications skills

-Highly productive quick learner that seeks and accepts challenges

-Excellent team player with Can-Do attitude and works well under pressure