IT Command Center - Shift ManagerShe Recruits LLC • Atlanta, Georgia, United States
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IT Command Center - Shift Manager
She Recruits LLC
- Atlanta, Georgia, United States
- Atlanta, Georgia, United States
About
Location: Atlanta, GA
Position Summary: Candidate will be part of team responsible for the troubleshooting and
maintenance of application workloads in multiple cloud environments. Candidate will be
responsible for monitoring dashboards and responding to network, application and infrastructure
alerts. Candidate will be involved in the management of ticket-based work. There will also be
management of communications via phone and email to and from third-party vendors, data-
processing vendors, and financial institutions.
Key Areas of Responsibility
• Manage the training, performance, and career development of a team of IT Command
Center analysts, levels I & II
• Ensure the completion of all cases and case tasks
• Represent the first stage of escalation for incidents and/or customer cases
• Act as a point of contact for all major incidents
• Execute the "Major Incident Management" process and carry out the respective
reporting procedure
• Communicate incident details to the business
• Monitor incidents to ensure that Service Level Agreements are respected
• Ensure the resolution of all major incidents
• Participate in major incident reviews (i.e., Problem Management participant)
• Review Changes for approval
• Establish continuous process improvement cycles where the process performance,
activities, roles and responsibilities, policies, procedures and supporting technology are
reviewed and enhanced where applicable
Basic Qualifications:
• Bachelor's degree in information technology, computer science or related field, or
equivalent work experience
• 3+ years managerial/leadership experience
• Broad IT knowledge and experience
• Outstanding communications skills, both written and verbal
• Excellent troubleshooting skill with experience
• Proven major incident management experience
Preferred Qualifications:
• Experience in the Banking/FinTech Industry
• Observability tool experience (Dynatrace, SolarWinds, GCP, etc.)
Languages
- English
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