Program Manager

- Participate on outage bridges - adding expertise as needed to assist with restoral, holding teams accountable to IA and SLA engagement, notification, and escalations terms, ensuring established "best practice" outage management processes and procedures are followed, and capturing gaps and weaknesses for post-mortem/RCA follow-up.
- Accurately and concisely communicate technical and relevant incident and outage information to leadership team in a timely manner
- Develop and maintain respectful relationships with all production-focused teams while encouraging a collaborative approach to process and platform hardening initiatives
- Ensure RCA's are conducted in a timely and thorough manner, and all action items and improvement opportunities are appropriately identified, prioritized, owned, and completed.
- Collaborate with ICO's Service Manager to develop viable hardening plans across all chronic areas of identified weaknesses, lead the projects towards a timely and successful completion, provide regular status updates and assist with any roadblocks
- Drive for continued improvements in the areas of monitoring and surveillance; establish methods to promptly identify and measure developer-impacting events, and enhance availability and latency reporting through the development and oversight of Real Time dashboards and various tool and documentation improvements.
- Lead teams efficiently through ORT exercises for all major releases

SKILLS

- Incident Management - Expert
- Change Management - Intermediate
- Problem Management - Expert
- Software Installation and Support - Expert
- Network Operations Background - Intermediate
- Root Cause Analysis - Intermediate
- Process improvement focus - Expert
- Collaboration and communication Specialist - Expert
- Technical Project Management - Intermediate

Synectics is an Equal Opportunity Employer.