Operations Services Manager Job

OPERATIONS SERVICES MANAGER needed for a LONG TERM CONTRACT opportunity with an SAP AFFILIATED COMPANY located in Reston, VA.

TOP SKILLS SHOULD YOU POSSESS:

- Strong Communication Skills
- Project Management Experience
- Incident Management

WHAT YOU'LL BE DOING:

- Work with the Operations Executive and Management teams to get an understanding of current escalated customers. Participate with Executive Management on customer calls to report on customer status.
- Work with the escalated customers to understand any ongoing issues like system stability and performance, connector or extract jobs stability, reporting issues etc.
- Keep track of the issues experienced by customers, schedule recurring meetings with the customers, follow up on issue resolution and proactive communication with the customers on troubleshooting efforts and resolution.
- Proactively track maintenance activity scheduled within the data centers and understand the impact to escalated customers and communicate this impact to customers while providing any necessary guidance to the Operations team.
- Work with the Operations team across the application, database, network and architecture layers to understand root cause of issues and resolution.
- Work with the Operations team to document any processes, best practices and publish them or socialize these amongst the relevant teams.
- Work with the Cloud Factory support team to improve processes around system monitoring, alert responses and communication around issues.
- Work with the Professional Services team to provide input from operations and answer any questions around customer environments and Operations process and procedures.
- Work with the Customer Success team on any escalations that require attention from the Operations team, internally coordinate with appropriate resources based on priority and business impact.
- Work as a project coordinator/project manager on other projects that may be considered beneficial in improving operational stability and decreasing escalations for customers at large.
- Work with other areas of the organization like iContent, Critical Accounts, Engineering, Sales as relevant to escalated customers and to improve overall processes.

WHAT YOU NEED TO BRING TO THE TABLE:

- Four to seven (4-7) years of experience with the following
- IT systems, preferably HR systems.
- Working on projects, dealing with large complex implementations.
- Working in a customer support role for large accounts.
- Working on incident management or issue escalation and resolution.

IF THIS SOUND LIKE YOU, APPLY NOW!

RECRUITER: Kelly Kingera

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V. Click here to contact us if you are an individual with a disability and require accommodation in the application process.

J2W: INFOTECH

TAX TERM: CON_W2J2WSAPAM

Ref:

SFSF: PROF