0 Systems Consultant - Team Lead, Cloud Operations
Location:
PH-Manila - E-Square (PHMA4)
City:
Manila
Metro Area:
Manila
State:
MAN
Functional Area:
Consulting and Implementation
Requisition Number:
380320-2
First Open Date:
07/12/2016
Description:
JOB SUMMARY: Want a role to support our clients in the cloud? The Team Lead, Cloud Operations reports directly to the Director, Global Monitoring and Incident Response. In this position you will be responsible for providing on-shift leadership and operational management of our mission critical 24x7’s Global Monitoring and Incident response team. This team sits in the epicenter of Infor’s cloud operations delivery strategy providing early warning and incident resolution heroes. Your duties include improving service availability, maintaining quality and delivering key services to our clients at expected service levels. As part of our operations team, you will help to establish and then be responsible for maintaining adherence to policies and procedures, support coordination, training, and all other functions relating to the management and administration of the Cloud Operations group. You will be an integral part of Cloud Operations employee development by providing continual training. The ideal applicant will possess hands-on knowledge of incident and change management processes.
JOB RESPONSIBILITIES:
• Work includes assigning subordinate(s) to various tasks, supervising and directing their activities, reviewing and evaluating their work performance, conferring with and advising subordinate(s) on administrative policies and procedures, technical problems, priorities and methods.
• Accountable for monitoring, detecting and handling all service disruptions (incident and problem management)
• Work with vendor/client representatives and other operations teams to coordinate, escalate, troubleshoot, and resolve service interruptions as expeditiously as possible
• Manage a large, enterprise operation, ensuring service levels are met and adverse impacts are kept to a minimum
• Ensure timely declaration and escalation of unplanned/planned service disruptions
• Provide proactive updates on potential customer impacting issues
• Manage, mentor and support employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines
• Maintain training manuals, policies, checklists and procedures
• Establish shift schedules to ensure service coverage
• Ensure projects are well executed and deliver the intended value
• Participate in disaster recovery and business continuity programs
• Manage and maintain operational and dashboard reporting consumed at all levels of the organization
• Perform other duties as assigned
EDUCATION & EXPERIENCE:
• 8 years’ experience in an organization with a high availability 24x7, mission critical operations environment
• 3 years’ experience in a leadership role
• ITIL v3 certified is preferred
• Deep experience in Incident/Problem/ and change management controls/processes
• Formal education and experience in Computer Information systems (or related field) and customer service
• Must have a high degree of technical knowledge to understand the environment
• Ability to effectively present information and respond to questions from other departments and from all levels of the organization
• Experience with Application Support for ERP and Workflow engines a must
• Experience with Infor application will be given significant consideration
• History with customer service related positions or experiences
• Strong network, server, and business software application knowledge
PREFERRED SKILLS & KNOWLEDGE:
• Formal large scale development experience or large scale production experience is a huge plus
• Demonstrable use of cloud mindset in past experience
• Proven ability to effectively work with key client executives along with setting appropriate project expectations
• Proven ability to design, implement or document complex configurations of multiple integrated software products to meet the business needs of a customer
• Ability to work with aggressive timelines, in a team environment with a willingness to learn and grow
• Demonstrated leadership and communications skills
• Demonstrated experience in building and managing relationships across multiple organizational areas
• Ability to effectively present information and respond to questions from other departments and from all levels of the organization
Equal Opportunity Employer: The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.
