Operational Manager Resume Samples

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A Sporer

Abigale

Sporer

5772 Darrick Islands

Dallas

+1 (555) 216 2261

5772 Darrick Islands

Dallas

Phone

p +1 (555) 216 2261

Experience Experience

Los Angeles, CA

Operational Manager

Los Angeles, CA

Kovacek, Fahey and Lueilwitz

Los Angeles, CA

Operational Manager

Project Manage initiatives including planning, documenting, executing (ex: Coder Queries, Addendums, etc.)
Provide on-going management, annual performance reviews, objective setting and training plans for all direct reports
Stay abreast of industry trends and important pending legislation impacting our business
Undertake the training of others in areas relating to the teams work
Ensure evidence and testing is submitted regarding any of the platform’s controls for MCA
Develop and deliver training within the application of Genomic scale Sequencing
Provide daily operational oversight to ensure the global staff is following the Command Center standard documented procedures

Philadelphia, PA

Tss Operational Manager

Philadelphia, PA

Schmidt, Haag and Moore

Philadelphia, PA

Tss Operational Manager

Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans
Responsible for providing direction to your team employees, to positively promote your employees and help drive their career aspirations
Assume management responsibility and delivery for your teams
Develop and implementation of business strategies in relation to your business units
Assist in implementation of centre wide objectives
Creates business policies and operational guidelines
Resolves service and team/employee issues and sets long term plans

present

Phoenix, AZ

Treasury Conduct & Operational Manager

Phoenix, AZ

Renner, Lubowitz and Runte

present

Phoenix, AZ

Treasury Conduct & Operational Manager

present

Business Continuity Management strategy and planning
Contribute to the design and Implement a non-financial control framework in partnership with control oversight functions
Partner with infrastructure and Divisional Control Office (DCO) functions to contribute on the design of the Enhanced Control Framework for Benchmarks
Support Treasury with resolution management of internal and external audit issues
Motivation to work in a dynamic, international and diverse environment
Be a key resource for the business stakeholders
Ensure regulatory changes are embedded in the Treasury processes

Education Education

Bachelor’s Degree in Engineering

University of Memphis

Bachelor’s Degree in Engineering

Skills Skills

Ability to network effectively and communicate detailed and complex information effectively and professionally with a wide range of people
Able to demonstrate expert professional knowledge within finance, to be recognised as an authority in the field
The ability to work professionally with internal and external partners, statutory and third sector
Excellent communication and interpersonal skills and the ability to manage stakeholders and engage with people at all levels
A strong support ethic and a can do attitude and attention to detail
Substantial experience of working within a finance section with experience and knowledge of appropriate financial systems
Ability to analyse and act upon management information to maximise staff utilisation
Strong people skills, with a motivation to develop positive relationships amongst team members
Sound working knowledge of the Insurance Industry
Able to influence senior decisions within specialist discipline that have a strategic impact

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O&t-giso-is Operational Manager Resume Examples & Samples

Honors University Degree with either CISA/CISM/CISSP
At least 12 - 15 years of solid experience in either IT Analysis / Design, Program / Project Management, Information Security or Control & Compliance
Strong collaborative and communication skills. Highly dependable team player with ongoing commitment to excellence
Organized, self-motivated and able to work independently with minimal supervision in a fast-paced environment and with tight schedules
Demonstrated strength in people management and team building is key
Strong execution skills in a multi-tasking mode is critical
Excellent communication and interface skills. Asia language would be an advantage
Ability to operate in diverse environments and cultures
In depth knowledge of Operations & Processes, ideally across multiple Geographies
Must be highly organized and have strong project management skills
Able to manage and influence effectively in a matrix environment

Tss Operational Manager Resume Examples & Samples

Develop and implementation of business strategies in relation to your business units
Assist in implementation of centre wide objectives
Creates business policies and operational guidelines
Responsible for providing direction to your team employees, to positively promote your employees and help drive their career aspirations
Abide by all IBM Business Continuity Guidelines and IBM Security Policies and Procedures
To assume additional Responsibilities as assigned
Attend regular reviews with management team in relation to services provided by your team
To lead your team to achieve/exceed KPI’s and SL’s
To work with your team providing coaching, mentoring and promote individually, recognising
Conduct PBC,PD and HR reviews and interim reviews with all IBM direct reportees
Handle escalated customer situations as required
Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings, providing resolutions
Identify additional business opportunities and develop solutions to difficult requirements
Initiates and Leads special projects or manages functions or strategic departments for business unit, country or international team
Assist with complex projects or programs and impact business results
Recommending Innovative ways to improve productivity, increase profitability and reduce costs
To adhere to the company Security Policy and escalate any breaches accordingly
To assist in compilation and submission of statistics as and when required
To handle any other tasks relevant to supporting the TSS Delivery
At least 1 year experience in Management within a Contact Centre Environment

OSS Operational Manager Resume Examples & Samples

Lead customer solution/project to meet timeline/budget/quality and high level customer satisfaction (working along with CPM)
Lead direct employees in the project related activities (working along with CPM)
Support on competence strategy with domain managers and execute it on its area as well as s
Support forecasting, dimensioning and drives optimization of delivery capacity based on business needs and Engagement Practices’ requirements on area of responsibility
Drive a commercially oriented and customer focused team
Responsible for the delivery of services (cost, quality, time) within own area. Capacity can come from own Region, ARPs, ASPs, GSCs or other regions
Provide competence to Engagement Practices for pre-sales and key people for Core-3 roles (e.g. CSR, CFR), including accurate cost estimates for services to be delivered
Secure usage of global process, methods and tools and suggest improvement
Deep experience from service delivery, and solid experience from pre-sales and how to work on a competence based organization
Experience on delivery processes
Led copmlex projects/solution
Execute & prioritize resources and capabilities in accordance with short- and long-term priorities of the Region and area of responsibility
Strong business and solution acumen in area of responsibility
Ability to effectively translate customer engagement needs into requirements on delivery and competence
Ability to attract, develop and retain competence
Ability to lead multi-cultural and cross-functional teams, empowering and creating synergies

Treasury Conduct & Operational Manager Resume Examples & Samples

Be a key resource for the business stakeholders
Support all Treasury functions in execution of their strategy on business plan, initiatives, rollout and implementation
Business Continuity Management strategy and planning
Support Treasury with resolution management of internal and external audit issues
Ensure regulatory changes are embedded in the Treasury processes
Partner with infrastructure and Divisional Control Office (DCO) functions to contribute on the design of the Enhanced Control Framework for Benchmarks
Contribute to the design and Implement a non-financial control framework in partnership with control oversight functions
Completed graduate degree in business administration, finance, economics or a similar field of studies
Thorough understanding of the Treasury product portfolio
Understand the fundamental characteristics of the financial Benchmarks (e.g. Libor and Euribor)
The ability to communicate effectively across multiple teams and functions, in addition to excellent presentational skills
Strongly self-motivated, structured approach and a strong analytical ability
Motivation to work in a dynamic, international and diverse environment

Operational Manager Resume Examples & Samples

Lead comprehensive team call on open issues, action items, etc
Project Manage initiatives including planning, documenting, executing (ex: Coder Queries, Addendums, etc.)
Swat leader for issues, pulling the right resources together and drive to closure (HICN, EDPS submissions, Emerald loads, etc.) until the appropriate lead is identified
Project Manage and / or Lead workstreams to ensure activities are on track, plans created, and executed
Addendum and End-to-End management through lifecycle – manage and oversee activities on the dashboard; determine where escalation required based on feedback from analyst and review
3 - 5 years of Project Management experience or 3 - 5 years of production management experience
Identify Risks and implement Controls
Implement process efficiencies
Create Project Plans
Experience working in a matrixed environment
Hold others not within reporting structure accountable for deadlines and deliverables
Ability to produce within a fast paced organization
Superior Communication skills
Proficiency with Word, Excel, PowerPoint
Risk adjustment experience
Experience in health care

Operational Manager Resume Examples & Samples

Postgraduate/professional accountancy qualification/NVQ5 or equivalent experience
Substantial experience of working within a finance section with experience and knowledge of appropriate financial systems
Able to demonstrate expert professional knowledge within finance, to be recognised as an authority in the field
Proven experience in developing new processes and procedures to improve the performance of a finance section
Proven ability to develop networks in order to contribute to long-term developments
Experience of dealing with performance and welfare issues of staff under your control and the impact made
Evidence of ability to react to changes in workload and the need to undertake and deliver specific projects, whilst ensuring known operational timescales are adhered to

Operational Manager Resume Examples & Samples

Bachelor’s degree from an accredited college or university in an Engineering, Science, or Information Technology related field
5 years of management experience performing in accordance with the Information Technology Service Model (ITSM)
3 years of experience managing an IT operations center
TS/SCI with CI polygraph (Active or within 2 years of debrief)

Operational Manager Resume Examples & Samples

Postgraduate/Professional qualification/NVQ 5 or equivalent experience
Substantial experience of working within the area of Genomic technology and analysis
Able to demonstrate expert professional knowledge within Genomic technology and analysis (ideally Next Generation Sequencing), to be recognised as an authority in the field
Proven experience in developing new processes and procedures
Evidence of demonstrable knowledge of key advances within specialist discipline

Senior Operational Manager Resume Examples & Samples

Drive a robust control environment, including Sox testing (Sarbanes-Oxley Act) and the program risk review assessment for Corporate Healthcare
Ensure compliance with federal, state and local surcharges, programs, and regulatory filings (ACA, HCRA, PCORI, Medicare Part D, and the California Voluntary Disability program)
Manage the Supplier Audit process. Interface with multiple external audit firms, key internal and external stakeholders, and claims administrators to ensure compliance with Company plan design
Oversight of IBNR (incurred but not reported) and EBNI (earned but not incurred) accounting and reporting
Mange HRA, RRA, and FSA accounting, including reconciliation of participant balance files and intercompany reporting
Oversight of the unclaimed funds process
Review general ledger account reconciliations per Corporate guidelines
Participate on cross-functional project teams, with a focus on simplification and development of processes to support Company initiatives
Bachelors degree from an accredited university or college in accounting or finance (or a high school diploma/GED or equivalent with at least 10 years of experience in an accounting or finance role)
Minimum 5 years experience in accounting, audit, or finance
Certified Public Accountant (CPA)
Experience in the Healthcare industry
ERISA/DOL knowledge
Strategic mindset – must be able to analyze information, identify implications, and drive solutions

Operational Manager Resume Examples & Samples

Degree/NVQ 6 or equivalent Professional membership/experience
Substantial experience of managing and facilitating a section consisting of one or more teams
Specialist knowledge of Genetics, Genomics, genomic technology and appropriate administrative systems and processes
Ability to set up and develop office systems and procedures and write reports for varied audiences
Experience of managing and facilitating several teams, balancing multiple objectives and priorities
Evidence of ability to plan the work of a section over year plus time scales, reacting to changes in workload and strategic direction of the School of Medicine in general and Wales Gene Park in particular
Postgraduate/Professional qualification in the area of genetics or genomics

AM HTP / FSF Quality Operational Manager Resume Examples & Samples

Lead the team to prevent activities thanks to QUEST & OIM tools
Organize the team according to Barchart & Operational Surveillance
Carry out investigations and root cause analysis from reported quality / technical issues, PPS (Practical Problem Solving) and CNQ
Ensure appropriate containment, corrective and preventive actions are taken by the accountable responsible function through the use of multifunctional teams. Focus on Voice of the Customer
Answer customer requests & gets in touch with procurement Supply Chain Department to guarantee on-quality deliveries
Contributes to securing production TAKT by rapid resolution of quality issues and FOD prevention
Perform: Quality Inspections as per defined standards, final check and attestation, Operational Gate and out of sequence work. Complete relevant documentation
Ensure operational surveillance (people, product and process) of delegated tasks (e.g. manufacturing)
Follow up on-time closing and delivery of conform documentation: coordination with CCMD activities
Link deltas report (OSW, HNC, concession) to the operations and ensure the correct closure

Operational Manager Resume Examples & Samples

Implement and monitor all routines and systems, including documentation, in accordance with security instructions to ensure their department runs effectively
Provide a secure environment in which prisoners receive all statutory rights in line with contractual obligations and company policies and procedures
Coach and support staff to maximise their performance and ensure values, ethical standards, equality and diversity, policies and procedures and contractual requirements are met
Prepare as required and ensure the delivery and quality of the offender management process to the relevant standards
Monitor and implement the Incentives and Privileges scheme to comply with Prison Service Orders
Ensure all operational instructions and emergency procedures are adhered to in line with policy
Undertake the Duty Director role when required, ensuring the effective daily operation of the prison, including efficient staff deployment and monitoring effective ACCT and Violence Reduction systems to minimise suicides, self-harm and bullying within the prison
Excellent communication and interpersonal skills and the ability to manage stakeholders and engage with people at all levels
A strong support ethic and a can do attitude and attention to detail
Flexibility and a willingness to learn
Intermediate competency in Excel, Word and Powerpoint
Welfare Service Officer

Operational Manager Resume Examples & Samples

To manage and ensure prisoners attend education and employment activities, contributing to the delivery of purposeful regime hours and assisting in the prisoner meeting their sentence planning targets
To manage all ACCT processes within your area of accountability ensuring compliance and effective care for prisoners to reduce risk
To manage all Violence Reduction processes within your area of accountability ensuring compliance and effective care for prisoners to reduce risk
To ensure compliance with all relevant Local Security Strategy directives and targets, and to manage intelligence / SIR’s through the appropriate channels
To ensure that the Incentives and Earned Privileges (IEP) scheme is effectively operated and managed, to include publication and display of IEP information relevant to staff and prisoners, and regular reviews of each and every prisoners’ IEP status
To manage an effective and fair WLB system, to meet the profile as measured by Kronos
To ensure appropriate action is taken in the management of staff sickness
Provide a secure environment and to deliver a core day where prisoners receive all statutory rights in line with contractual obligations and company policies and procedures
To ensure that prisoners with physical, sensory or mental / learning disabilities are able to participate equally in prison life
To deliver the roles of Oscar 1 and 2 duties when and as required
To manage and develop the establishment’s Residential function, including the completion of EDRs, ensuring that EDRs are opened for your function and all reviews take place within agreed timescales
At least five years experience of working in a custodial setting
Knowledge of principles of performance management
The ability to work professionally with internal and external partners, statutory and third sector
Awareness of, and commitment to, the promotion of equal opportunities and the recognition of diversity

Cross Sector Aspac IPV Operational Manager Resume Examples & Samples

Contributing to the development of an integrated IPV quality system
University degree in a biomedical science, health care and/or proven equivalent experience in pharmacovigilance and quality management systems
Minimum of 3 years’ experience in the pharmaceutical industry, with at least 2 years’ experience in a position of responsibility within Pharmacovigilance and preferably 2 years in Quality Assurance and/or Procedural Document Development
Expertise in developing, managing, reviewing, implementing and maintaining procedural documents (e.g. SOPs, WI, Quality Manual, etc)
Task-oriented with proven experience in the delivery of high quality work and able to operate autonomously without direct supervision and as part of a multi-disciplinary team
Comprehensive knowledge of Global and Local SOPs, and database systems
Proven leadership and management capability with the ability to simplify complex workflows and
Simultaneously manage critical issues in a complex and changing internal and external environment
Excellent people management, negotiation skills and leadership in coaching people in influencing internal and external partners
The ability to operate autonomously without direct supervision
Demonstrated initiative and results orientation
Expected travels within Asia Pacific - 30%1700156625W

Operational Manager Resume Examples & Samples

University degree with at least 3 years’ experience in a similar position, within a multinational company with complex production & technical specifications
Experience in milk industry would be an advantage
Strong experience with Lean Manufacturing is required
Fluent in Romanian and English
Open for occasional travel in Europe

Quality Operational Manager Resume Examples & Samples

Acts as the key contact point for all QA ops processes
Provides support to US team and EMEIA organization related to Quality Operational work and QMS processes development for 3rd party, suppliers and key project such as the one indicated above and related to the expansion of the EMEIA organization
Acts as the IS OUS representative supporting EMEIA in terms of management, audit, contract review and define / execute the strategy to align internally all areas linked to RAQA for distributors management
Researches and assesses international medical device regulations, standards and guidance documents that could impact indirect markets liaising with the US team
Works with Ministries of Health and other Competent Authorities related to our EMEIA org when necessary and to back up the Senior RA manager to ensure that compliance interpretations are obtained, understood and appropriately communicated and documented in internal procedures
Works closely with cross-functional teams and individuals to provide regulatory guidance for new or already marketed products, manufacturing or other changes
Provides regulatory support to internal and external customers
Tracks and follows up estimated approval dates with all stakeholders within indirect markets and communicates effectively with marketing and sales
Management and support of EMEIA quality Operational processes, system process, support if needed in case of agency inspection at our facilities
Develops and executes the RAQA management roadmap & Compliance expectation in key areas related to manufacturing, distribution, suppliers, etc
A Bachelor or Master's degree in engineering, medical technology or similar preferred (or equivalent work experience in similar function)
10 years of significant experience in quality manufacturing, regulatory affairs, quality system management in manufacturing or sales ops organizations in medical devices
Solid understanding of manufacturing operations, change control, and an awareness of regulatory trends
Ability to exercise independent judgment and discretion within a broadly defined range of policies and practices. This includes analytical problem solving
Demonstrated organizational and planning skills, including action oriented, focused urgency and driving for results
Ability to be effective in complex projects with ambiguity and/or rapid change
Ability to handle multiple tasks and to prioritize and schedule work to meet business needs
Excellent team skills with ability to collaborate, influence and lead others
Good interpersonal skills, ability to work with others in team environment; effective interactions in cross department teams
Team management experience of small team size associated with goals objectives definition / people development
Computer literacy (PC, Microsoft Word/Excel/PowerPoint, Outlook), experience with Agile a plus
Detail orientated, with emphasis on accuracy and completeness
Fluent in English and German (French will be a plus)
Ability to travel 25% of his time
Lead auditor certification for ISO 9001, 13485 and knowledge of WW regulations
Good knowledge of reprocessing for I&A or refurbishment
Project management skills regarding new site implementation / certification
Could be located in Germany in our new German office

PS Operational Manager Specialist Resume Examples & Samples

Drives multiple complex operational processes, such as configuration & quote, deal coordination, bid management, margin analysis, Customer Resource Management, revenue recognition, invoicing, or organizational sales reporting
Acts as a project manager for moderately complex, small to medium projects
Produces moderately to highly complex deliverables, analyses and reports using business applications, making recommendations and/or decisions on common issues
Drives continuous process refinement and improvement by applying a solid understanding of internal business processes and policies
Understands complex business issues and makes appropriate recommendations by applying intermediate subject matter expertise
Provides guidance and leadership to entry level employees
First level university degree or equivalent experience; may have advanced university degree
Typically 4-6 years of experience in a business related function, preferably finance, accounting, or compensation
Advanced communication skills (e.g. written, verbal, presentation). Mastery in English and local language as well as other languages as required
Strong knowledge and skills with business applications (e.g., Excel and Compass)
Ability to work as both a member and leader of a team
Solid understanding of internal business processes and policies
Developed business acumen and understanding of accounting concepts

PS Operational Manager Intermediate Resume Examples & Samples

Produces moderately complex process deliverables, analyses and reports using business applications and provides input to recommendations
Evaluates a variety of moderately complex business issues by applying basic subject matter expertise
Strong communication skills (e.g. written, verbal, presentation). Mastery in English and local language as well as other languages as required
Developed knowledge and skills with business applications (e.g., Excel and Compass)
Ability to work as proactive member of a team, as well as independently
Developing understanding of internal business processes and policies
Developing business acumen and understanding of accounting concepts

Operational Manager, Ekaterinburg Resume Examples & Samples

To be the main contact person for the customers in terms of all business issues on the assigned territory
To be in close cooperation with BLMs to achieve company’s sales targets both for spare parts and service, consumables and capital equipment
To be administratively responsible for MR staff on the assigned territory (compliance with Atlas Copco rules and policies, safety, discipline, etc.)
To manage service depot on the assigned region
To develop strong and competent service organization
Manage service growth including revenue, inventory management and profit & loss
Implement procedures to ensure that all service activities are performed in an organized and structured manner
Manage all service resources as required to achieve targeted goals and objectives
Manage, coach, train and lead directly reported staff in line with the company’s culture
Organize, document and maintain procedures for all service functions
To do all related reports
Monitor compliance to the existing service contracts and ensures effective utilization of available resources and maintain control on cost and profitability of all existing contracts
Technical background is mandatory
Proven track record of sales and profitability growth
Proven track record of improvements in processes and procedures done under his/her command
More than 3 years of management experience from working with and managing a group of people
Service contracts administration experience
Fluent Russian and English

Jctd Operational Manager Resume Examples & Samples

Bachelor’s degree from accredited university and 5+ years related working experience. 5 years of additional related experience can be substituted for a degree
Good working knowledge of USCENTCOM staff activities within the Directorates and the Joint Capabilities Integration Development System (JCIDS)
Experience evaluating requirements for resources submitted through COCOM and Service-specific requirements, Joint Urgent Operational Needs Statements, and Joint Emergent Operational Need Statements by subordinate organizations for potential changes to DOTMLPF and/or technology solutions derived from various DoD processes, or from other technology generation sources
Excellent verbal and written communications, as well as report generation and presentation skills are required
Strong organizational and analytical skills, attention to detail, including the ability to present detailed briefings to senior staff and the desire to work closely with people
Proficiency with Microsoft Office Suite and common office software applications is required
Candidates with experience working JCTD programs and rapid capability development, especially the planning and execution of military utility assessments are highly desired
Experience in management, planning, and execution of operational exercises is a plus
Candidates will be given preference if they have worked on a COCOM staff or have Foreign Comparative Test, Coalition Warfare Program, Warfighter Rapid Acquisition Program, Joint Test and Evaluation, and/or Joint/Coalition program experience
5+ years Test & Evaluation experience in the areas of test planning and execution, dendritic development, questionnaire development, human factors analysis, quantitative/qualitative analysis, analytical products development, database design and data reduction
Applicant should have strong technical writing skills. Applicant should have a strong background in non-traditional acquisition and/or non-traditional assessment programs such as joint/advanced concept technology demonstrations (JCTD/ACTD) or battle lab initiative

Operational Manager Resume Examples & Samples

Attendance at Monthly Local Operational Board meeting
Chair Monthly Departmental meetings
Client Relationship management, including:-

Operational Manager Resume Examples & Samples

Participate in operational and tactical planning sessions
Prepare, maintain and report on portfolio operational plans including: strategic, tactical, budgetary, utilization and profitability of unit operations
Plan and implement processes optimization plans; work closely with the Director Operational Excellence to ensure Lean Six Sigma methodologies are employed throughout the planning process
Prepare, edit, maintain in Master Control and ensure adherence to all required SOPs. Provide documentation when required
Develop Work Orders and Work Instructions for portfolio process changes and enhancements
Prepare, edit, and deliver training materials for portfolio related process changes
Analyze and present on Issue & Process Deviations and Privacy Breaches
Assist Director with the management of the operational budget include profit and loss responsibility, approval and monitoring of purchasing, contracting, expenses, and manage vendor relationships if needed
Design and development of new projects including development of protocols, resource allocation and database
Develop, project manage and ensure implementation of portfolio enhancements including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support modifications
Assist with developing, present (for approval), implement and tracking performance for strategic and tactical annual plans related to all revenue and expenses associated with Specialty Services operations
Work closely with the Portfolio Business Partner in the development of all client requested proposals including financial estimates
Stay abreast of industry trends and important pending legislation impacting our business
Collaborate with internal and external resources and experts
Provide on-going management, annual performance reviews, objective setting and training plans for all direct reports
Provide leadership and establish goals for Operational team
The Operational Manager will also be assigned other responsibilities and duties as required
University Degree in Business Administration, Science or equivalent experience
Minimum of 5-7 years’ related experience
Experience in patient assistance programs, and operational policies and processes required
General knowledge of reimbursement and market access landscapes
Strong pharmaceutical & biotechnology business knowledge, including client management and healthcare professional communications
Lean Six Sigma training is an asset

Operational Manager Resume Examples & Samples

Provide daily operational oversight to ensure the global staff is following the Command Center standard documented procedures
Facilitate daily workflow distribution amongst the available staffing base for specific command center function (ie Service Monitoring or Level 1). This includes handling workflow re-allocation in response to dynamic operational needs or unexpected staffing challenges while maintaining minimum coverage levels for the function or engaging management for escalation
Oversee and manage platform’s call volume, abandoned time, and available skills
Oversee and manage platform’s ticket queues for proper ticket triage and resolution of tickets in proper priority. Ensure process is being followed according to escalation and resolution of tickets
Serve as the initial consultation point for operational calls regarding COB, Major Incident conference calls, major releases, etc
Assist and follow-up for incident investigations to determine possible impact or risk. Major Incidents (MIM). Operations Manager will be tasked to prepare the Major Incident Process (MIP) timeline
Provide managerial insight for support analyst’s phone calls for expertise knowledge of the platform and mediate any issues between Command Center and customer
Conduct daily huddles with the staff to discuss individual and team metrics and provide updates
Ensure evidence and testing is submitted regarding any of the platform’s controls for MCA
Provide Tier I Technical Support for Citi’s global technology infrastructure
Resolve simple, automated and scripted incidents
Execute or implement simple, automated and scripted changes or infrastructure requests
Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams
Troubleshoot and provide client support for technology and infrastructure issues
Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation
Document and update incident technical details into ServiceNow ticketing system
Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures
Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts
Execution of standard operational processes which involve technology and client interfaces