How you will contribute:
- Oversee 24x7x365 Production Operations
- Implement and provide senior-level oversight to processes focused on incident, problem, and escalation management to ensure SLA compliance across customer base
- Define and maintain Production Operations dashboards to measure performance and identify improvement opportunities
- Establish and drive cross-functional continuous process improvement programs focused on Operational Excellence
- Define and champion product requirements focused on operational excellence such as monitoring, automation and application resiliency & hardening
- Define and build Enhanced/Premium Support offerings focused on delivering higher-level of service and growing revenues
- Manage complex issues and executive-level escalations
- 7+ years of related IT service desk experience
- 4 + years of managing global support team inclusive of managing a Production Operations Center
- Strong knowledge of ITIL based principles
- Bachelor’s Degree, preferably in the Computer Science or similar area of study
- Proven history of success in managing teams that support SaaS and/or Managed Service offerings
- Exceptional organizational, written and verbal communication skills.
- Proven experience working in a fast-paced environment, with the ability to manage changing requirements on a regular basis
- Proven customer-facing skills, including demonstrable experience managing high impact escalations supporting mission critical applications.
- Exceptional writing skills and proficiency in Microsoft Word, Excel and PowerPoint.
- Ability to travel as needed to client sites as appropriate.