北京招聘

职位描述：
Position Summary Description:
This position reports to the Manager – Global Technology Operations. The Service Manager will be responsible for establishing and managing processes to restore normal service operation as quickly as possible and provide support for ongoing Incidents and the long-term remediation of Incident root cause. The Service Manager will be responsible for maintaining detailed records of all Incidents, capturing root cause, and ensuring problem resolution to minimize the adverse impact on business operations and identify causes of service issues and commission corrective work to prevent recurrences.
The Service Manager will coordinate, facilitate, and lead the restoration of service for major Incidents and engage cross-functional teams to ensure that agreed levels of service quality are maintained. The role will also be responsible for proactively measuring and analyzing the current state to improve performance and quality for service support, delivery, and customer satisfaction.
This role is responsible for resolution of operating issues and major outages, including failures and service level degradation. Assists in the preparation and distribute Incident notifications as well as end of impact, Incident summaries and root cause analysis documentation. This role will also work with team to create and track metrics on Incident and Problem Management while producing metrics, trending and reporting.
Success will be measured based on the progress of reducing key performance indicators around service availability, performance, time to react, time to recover, and number of open or unresolved known problems.
Responsibilities:
·Capture, triage, and escalate Incidents to technical teams as necessary.
·Review Incident trends to proactively identify problems and initiate root cause analysis and resolution.
· Direct and manage technical resolution calls with members from various teams.
·Communicate progress and resolution messages to appropriate stakeholders including client communications about root cause of major Incidents and follow-up.
·On call for after-hours Incidents.
·Provide Incident reporting, including detailed description of Incident from detection through problem resolution.
·Provide service availability and performance metrics to support reliable reporting.
·Incident resolution and problem management: conduct Root Cause Analysis (RCA), capture action items, and conduct remediation follow-up meetings.
·Track process efficacy using established Key Performance Indicators (KPIs).
·Collaborate with team members to improve the Incident management process and problem management processes, establish new KPIs as needed.
 
Qualifications:
·5+ years supporting in an Incident Management and Problem Management role.
·5+ years' experience working with and improving processes within a standard ITSM framework such as ITIL and good knowledge of general IT concepts, e.g. applications, servers, network, database, etc.
·Hands-on experience with enterprise-level helpdesk software.
·Strong analytical, organizational, and problem-solving skills.
·Excellent communication skills with the ability to communicate clearly and effectively.
·Strong customer service orientation with a focus on meeting and exceeding customer expectations.
·Ability to direct and manage Incident responders and Incident response processes.
·Ability to effectively manage client & staff relationships, promptly respond to queries, ensure promises are kept, and manage expectations.
·Advanced planning and organizational experience within fast-paced/dynamic business environments.
·BS/BA required – business or computer science discipline.
 
Ideal Candidate
·Determined and committed to perform at highest quality and excellence.
·Laser-sharp focus on goal of on-time and zero-defect delivery.
·Highly energetic and strongly believes in on-going learning in order to optimally exploit his/her potential on the job.
·Constantly works towards being the best and to succeed at current assignment/project.
·Entrepreneurial mindset and successfully challenges existing paradigms.
·Has a strong vision and thinks expansively and outside the box to consistently generate and evaluate highly innovative ideas and solutions.
·Willing to take risks, anticipates the consequences of decisions and will generate plans to address them.
·Willing to go against the grain, has courage to take calculated risks and will have the ability to present his/her point of view in a positive and effective manner.
· Takes personal responsibility for ensuring customer satisfaction, takes customer perspective and will proactively work to address the customer’s current problem and future requirements.
·Ability to effectively leverage diverse resources. Works hard to foster positive relationships and will develop win-win solutions when conflicts arise. Builds relationships by making self highly approachable, seeks input from others and will actively listen to concerns and alternate points of view and makes others feel valued and supported.
Desired Skills
·Team player – willing to take calculated risk
·Familiar and comfortable working in a 24x7, high-availability service delivery environment.
·Highly supportive of the business and of its ideals and strategies
·No particular bias towards specific technologies, vendors, or products
·Effective at driving short-term results that are consistent with long-term goals
·Skilled at operating in a matrix environment
·ITIL Foundation Certification or higher 举报 分享

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