Kaiser Permanente Pasadena, CA, USA
Sep 11, 2019
Description: This position manages the service delivery process and outcomes for first, second, and third level support for products and applications. This includes defining key performance indicators and managing incident escalation. This role also manages troubleshooting efforts and recurring problems. In addition, this position reviews and approves departmental and enterprise changes to the production environment, according to established change control processes. The Modern Workplace Technologies Service Delivery Organization led by Lloyd Hohenstein is looking for an Operational Support Manager to lead the day to day work supporting the service delivery towers (Exchange/Outlook, Teams/Skype, SharePoint, OneDrive, Box, legacy Lotus Notes Domino, etc.). This includes, but is not limited to: Incident management Service request management Change management Overall Reliability of the services TIME approvals, performance management, etc. The qualifying candidate will be someone who knows operations and has managed operations in the past; optimally, for several years. The goal is to hire from within as first choice and then look at external candidates if necessary. Job Duties: Prioritization of work and Resource Scoping Dealing with multiple requests and competing work/projects Managing warranty work after implementations Management of Escalations Internal EUS and IT External BP generated HR Leadership Goals Reviews Development Shift Mgmt and On-Call SPOC for Tower Leads Consult on roadmap Align implementations (change mgmt) Provide resources Analyzing Ticket Metrics and Trends ServiceNow reporting Automation Opportunities License Management Essential Responsibilities: Manages individuals and/or teams in designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.Manages recurring and escalated problems.Manages troubleshooting efforts to identify and rectify problems.Manages efforts to analyze and prioritize incoming requests and alerts.Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems' issues.Follows and manages the development of standard operating procedures.Reviews and approves resolution proposal to prevent issue recurrence.Defines and manages key performance indicators (e.g., performance, availability, capacity)Promotes and ensures compliance in the use of a knowledge repository for technical support.Defines and manages procedures for incident escalation.Manages execution of disaster recovery, and business continuity processes and events.Manages after hours on call support.Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes. Minimum Qualifications: Minimum three (3) years in a leadership role working with IT or operational teams. Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum ten (10) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement. Preferred Qualifications: Two (2) years supervisory experience. Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above) Three (3) years experience in a leadership role of a large matrixed organization. Three (3) years experience in IT intake and profiling in a support or operations environment. Four (4) years experience implementing or supporting ITSM processes or services. Primary Location: California,Pasadena,Green Street/IDS 99 S. Oakland Ave. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Manager with Direct Reports Job Category: Information Technology Specialty: Operations and Support Department: EUS Modern Workplace Technologies (O365) Travel: Yes, 10 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.