Service Operations Resume Samples

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G Gleason

Gabe

Gleason

889 Amely Haven

New York

+1 (555) 976 3523

889 Amely Haven

New York

Phone

p +1 (555) 976 3523

Experience Experience

Detroit, MI

Service Operations Engineer

Detroit, MI

Lang, Gerlach and Becker

Detroit, MI

Service Operations Engineer

Works with other departments, customers, vendors, and partners to provide efficient fault determination and resolution of network and systems outages
Monitor all standard and non-standard systems to ensure all systems are performing according to service specifications and service level agreements
Groups and Permissions for Accessing Server
Conducts the analysis, definition, documentation and testing of application & systems enhancements
Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
Performs testing of installs
Updates the configuration database on a scheduled basis, and provide real-time and postmortem outage notification and reporting

Houston, TX

Service Operations Specialist

Houston, TX

Tillman-Abshire

Houston, TX

Service Operations Specialist

Assisting Production Management Analysts in setting performance targets; and managing performance against them
Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
Work with Release Management and Transition Management on application configurations changes
Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
Working with team members to identify areas of focus, where training may improve team performance, and improving incident resolution
Work on proactive initiatives to improve the service. This includes writing scripts, reviewing usage, analysing performance and capacity, etc

present

Chicago, IL

Specialist / Engineer Service Operations

Chicago, IL

Denesik and Sons

present

Chicago, IL

Specialist / Engineer Service Operations

present

Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
Manage and coordinate incident tickets until resolution has been performed or transferred to new resolver group
Continual service improvement of monitoring and incident management procedures
Work from technical design to create Service Catalog offerings, categories, business services & related artifacts/forms in ServiceNow
Identify areas of concern for Data Quality and raise to team- work to improve quality through various methods - discovery modification, data imports, etc
To provide onsite support to Users during the cutover of the services

Education Education

Bachelor’s Degree in Business Administration

Loyola University Chicago

Bachelor’s Degree in Business Administration

Skills Skills

Develop a consolidated management-level dashboard of relevant metrics, including number of implementations by month, number of open issues and defects, first pass rates and project status
Ability to multi-task and balance project work within highly demanding environment
Design and maintain a cross-team release and project status reporting mechanism that can be used by senior management to ensure that projects are tracking according to schedule
Methodical and with a good attention to detail
Strong interpersonal skills and ability to be a team player
Strong interpersonal skills and the ability to work independently as well as a team player
Willing to be responsible and accountable for tasks
Ability to work effectively under pressure to provide timely and accurate solutions to system problems
Good Understanding of ITIL Processes
General knowledge of storage area network as it pertains to backup services infrastructure

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GT Service Operations Continuous Improvement Asia Pacific Resume Examples & Samples

Asia Pacific coverage and leadership for the Resiliency (BPI) and Capacity (Headroom) practices
Leading the growth in coverage to all LOB/Countries in the region for the BPI and Headroom process
Leading the improvement of the BPI/Headroom process to adapt to local needs/conditions
Coaching LOB/Country teams in the use of BPI and Headroom measures as part of a managing process for Continuous Improvement
Leading local adoption and use of global Incident and Resiliency reporting and management practices
Leading the improvement of global Incident and Resiliency reporting capability to adapt to local needs/conditions
Capable Influencer – pragmatic approach – manage stakeholders – knows the audience
Analytical mind, capability to go get the skills required to get the job done if they are lacking in the existing organization
Confident and capable of challenging functional managers around service, and drive global resolution of issues
10 years of application, infrastructure technology and service delivery experience
Demonstrable success in managing a range of key infrastructure or application technologies
Sufficient understanding of Service Management practices to drive SME involvement in identification, analysis, validation and proposal of service improvement opportunities; especially
Availability Management
Service Improvement
A good understanding of measurement frameworks, SLA’s, KPI’s, customer satisfaction methodologies et al
In depth Knowledge of end-to-end technology lifecycle
Track record in managing of service risk and/or audit compliance
Managed global IT service delivery teams
ITIL methodologies
Quality Management methodologies e.g. CMMI, Six Sigma, MSA, QFD, FMEA, APQP, TQM, COBIT
Previous exposure to an IT service improvement program or business growth initiatives
Understanding of JPMC tools, particularly those that are critical to the end-to-end technology lifecycle
Understanding of JPMC IT support models, processes, practices
BSc (Hons) level or equivalent industry experience
ITIL v3 (education and understanding required - accreditation helpful)
Any of the following will be helpful: CMMI, Six Sigma, MSA, QFD, FMEA, APQP, TQM, COBIT

SAN Engineer, Global Service Operations Resume Examples & Samples

Providing on-going improvements to event monitoring in agreement with level 3 teams
Provide Level 2 production support for distributed storage environment including accurate problem identification, ticket documentation and customer/vendor engagement
Good understanding of impact and importance of storage services to customers. Sense of urgency around critical issues

Service Operations Manageri Resume Examples & Samples

Develop and drive strategies and programs which improve the operational effectiveness & efficiency of the organization
Review and develop procedures/workflows ensuring customers are being provided with exceptional service
Build and partner productive working relationships with customer representatives, peers, leadership with an emphasis on achieving common business objectives
Collaborate with application & infrastructure departments in the analysis & evaluation of current monitoring systems and informational/alerting workflows; design & implement process changes and recommend technology enhancements increasing the effectiveness of alert responsiveness
Review, lead and assist in toolset development targeting organizational efficiencies and effectiveness
Develop and present executive summaries/dashboard reporting as required to business senior leadership (CIOs, VPs)
Develop and present snapshot and trend analyses
Foster a culture of teamwork, unity, accountability, responsibility and respect
B.S. degree in Information Technology, Business Administration or other relevant technical discipline
Minimum 5 years experience in an IT infrastructure or software operations and management role
Hands-on experience either as an infrastructure or software technologist, delivering and/or managing services
Proven experience working with monitoring tool suites
Experience with ITIL concepts
Demonstrated ability to yield high customer satisfaction
Demonstrated ability to handle multiple tasks with little to no forewarning
Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
Proven experience utilizing Microsoft Office tools
Strong team builder
Self-starter who is results oriented
Able to solve complex problems using a combination of people, process, and technology
Proven experience being detail-oriented
Experience managing projects
Be a technology expert – passionate about technology, automation, programming, tooling, and solutions development
Experience with & certifications in the following tool suites: HP, BMC, CA, and Service Now, NetApp OnCommand, VMware VCops
Operations experience in a NOC or other front-line respondent role in a large corporate environment
ITIL Certified
Infrastructure capacity planning experience
Analyze and communicate capacity trending and analysis
Experience with integration across multiple IT tools

NAS Engineer, Global Service Operations Resume Examples & Samples

The Level 2 Operations function is the Primary contact point for level 2 Storage service and support activities. The function provides 24 x7 coverage
The role has customer engagement. Both Customer teams and GTI teams engage storage operations via Incident ticket, service request tools, email, instant messaging and telephone
NAS Shift members are responsible for monitoring and completion of all incoming incident and service request workload to the required SLAs
Attendance on technical bridges with technology teams to drive resolution of incidents
Customers
Perform scheduled housekeeping activities
Make on-going improvements to event monitoring in agreement with level 3 teams
Ensure environmental testing and DR tests are completed successfully as required
Track and report service metrics as defined
Familiar with storage products - Storage Area Networks (SAN), Enterprise Storage Arrays, Network Attached Storage (NAS)
Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX
Articulates the business value and impact of technical and non-technical information and understands when to escalate issues
Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue
Delivers project and process documentation for small-to medium-scale projects and drives compliance with structured Project Delivery Process
Ensures information controls, back-up and recovery strategies are in place across all environments
Must have a strong technology background to understand change requests and to recommend alternate solutions
Ability to communicate clear and concise information in support of team and firm goals

GTI Service Operations Resume Examples & Samples

Current Risk & Controls experience within a large organization (min 5 years experience)
Proven project management skills and experience
Proven experience reviewing applications and infrastructure against defined control requirements
Knowledge of regulatory and corporate requirements such as SOX and SSAE16, etc
Knowledge of controls frameworks such as COSO, COBIT, FFIEC
Keon; Enterprise Password Vault (Support Groups/SSA Groups); Access Recertification Tools; Active Directory and implementation within a large organization
High level of technical understanding of the various platforms, networks, and applications that comprise the Infrastructure environment
Excellent analytic and problem solving skills
Excellent planning, coordination and implementation skills, and the ability to work collaboratively across towers and functions to deliver and execute
Experience implementing process change and working with globally dispersed teams

SAN Engineer, Service Operations Resume Examples & Samples

Resolving high priority incident tickets, up to P1S1
Coordinating and driving both internal and external vendor IT support teams in resolution activities
Executing assigned Service Request to JPMC standards and controls
Ensuring environmental testing and Disaster Recovery/Business Continuity tests are completed successfully as required
Capable of acting as business liaison, translating business needs to technical requirements and providing point of contact to business during high impact incidents
Good problem solving and analytical skills

Guardium Service Operations Analyst Resume Examples & Samples

Maintaining an existing Guardium implementation and the subsequent migration onto the DAM service
Stabilize the environment and addressing a number of known problems
Make changes to the infrastructure to align it with global service prior to migration
Incident management, problem management, patch management, change management and request management
Work in close alignment with the Service Owner, tracking key performance and capacity metrics to ensure the on-going uptime of the infrastructure
Work across multiple teams, including JPMC technology towers and the vendor
On a periodic basis, you will also be expected to provide updates to senior management, LoB stakeholders and the broader database community
Minimum of 5+ years experience of distributed computing technologies
Minimum of 2-3+ years experience operating Guardium Infrastructure
Minimum of 2+ years experience of database technologies – one or more from Oracle, Sybase, SQL Server or DB2 UDB
Minimum of 1-3+ years experience of Linux operating system
Minimum of 1-3+ years of experience in the financial services sector
System admin experience in either Unix or Windows operating systems
Good working knowledge of either phython or perl scripting languages
Good working knowledge of Database Security Standards
Comfortable facilitating cross-technology & cross-tower meetings

GTI Service Operations Risk & Controls Business Continuity Function Lead Resume Examples & Samples

Basic knowledge of controls frameworks: COSO, COBIT, FFIEC
IT Risk Management/Audit industry certification, i.e. CISM (Certified Information Security Manager), CISSP (Certified Information Systems Security Professional), CRM (Certified Risk Manager) and CISA (Certified Information Systems Auditor), a plus
Proven experience reviewing/assessing applications and infrastructure against defined CSA/ASA control testing
Understand the concepts of Risk Polices, Standards and Procedures, inherent risk, residual risk
Familiarity of regulatory and corporate requirements such as SOX and SSAE16, MAS, etc
Understand Business Impact Analysis (BIA), Business Continuity Plans (BCP) and Technology Recovery Plans (TRP). Understands resiliency testing and the importance to stay compliant
Have a sense of ownership for an identified control break, working with owners to affectively mitigate/manage the identified risk
Proficient technical skills, including: audit, business analysis, change management, IT Risk Management, operation systems and data sources knowledge, performance metrics and reporting, technical problem resolution, project management, and vendor management
Wintel/Unix/Mainframe
Current Risk-based experience within a large organization (min 5 years experience)
Excellent analytic and problem solving skills, positive self-starter with proactive approach and excellent time mgt and prioritization skills
Ability to communicate ideas in a clear, concise manner, at all levels of the organization
Experience implementing process change and working with globally dispersed teams, and hands on experience with MS Office products (e.g. Excel, Word and PowerPoint)

GTI Service Operations Risk & Controls Business Continuity Function Lead-VP Resume Examples & Samples

Business Continuity / Disaster Recovery (BCDR) – work with Service Operations plan owners to ensure that Business Impact Analyses (BIAs), Business Continuity Plans (BCPs) and Technology Recovery Plans (TRPs) are in place and are accurate, complete and on-time
Third Party Oversight (TPO) – assist vendor contract owners with onboarding, maintenance and scheduled re-certification of their vendor contracts, while managing the risk and control aspects of the vendor relationships and contractual agreements
Application Security – facilitate the timely and accurate completion of the Application Security Assessment (ASA) process in the risk repository tool (currently Phoenix), and work with application owners in managing the risk and controls aspects of the applications they own
Expertise in the risk & controls environment including risk identification, control evaluation, testing, sampling methodologies, technology controls, audit engagement process, controls substantiation, etc
Solid level of technical understanding of the various platforms, networks, and applications that comprise the Infrastructure environment
Prior IT Audit or IRM experiences a plus. Experience with High Availability applications, infrastructure, and disaster recovery a plus
Ensure that the globally consistent processes established for all SO Risk & Control disciplines are followed
Perform advisory role on application control breaks and issue identification and provide direct ASA support
Understand and/or have experience with vendor/contract management and the risks and controls involved
Provide all relevant risk reporting and scorecarding, and other risk & controls related reporting as appropriate and needed
Knowledge within the following risk domains/technologies but not limited to
Database and application security
System/Access Administration/Access Recertification/Privileged Access/Change Management
Network Architecture
Good planning, coordination and implementation skills, and the ability to work across towers and functions to deliver and execute
Proficient verbal and written communication skills
Proficient risk assessment, interpretation, analytical and negotiation skills
Comfortable questioning the status quo and quizzing those more technically qualified with the aim of teasing out potential control gaps for remediation
Other Skills

Service Operations Provisioning Manager Resume Examples & Samples

Provisioning Manager acts as the single point of contact for customer escalations for all service provisioning related issues
Accountable of all customers SLA for the service provisioning activities as detailed by the contract
Simplifies the customer’s experience as required by contractual obligations
Meet with customers to present action plans as required
Provides technical support by prioritizing, troubleshooting, characterizing, and escalating customer reported problems within the provisioning cycle
Maintains high level of technical product knowledge
Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required
Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets
Keeps abreast of leading edge IT technology in the specific market/industry of the customer
Perform trend analysis in order to solve problem and achieve Customer S.L.A.’s (for dedicated Customer’s)
Act as ITIL problem manager when required, find root cause and implement the required action plan
Ability to work under pressure
Strong analytical skills with deductive reasoning capabilities
Interest in acquiring technical and business knowledge relating to many customers
In depth knowledge of telecommunications industry, more specifically in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management)
Solid understanding of the telecommunications industry, specifically competitor products & services
Leader, self-reliant and team player who can function with little supervision or direction
College or University diploma or equivalent experience
Customer facing skills and experience a must
2 years or more industry experience

Service Operations Resume Examples & Samples

Proficiency in all Microsoft Office Programs, including Word, PowerPoint, Excel, and Access
Related work experience
Commitment to preserving confidentiality
CPT and ICD codes
Claims experience
Previous inbound call center or related customer service experience

Director, Service & Operations Resume Examples & Samples

Build a world-class customer services team for the Investment Advisors Division
Serves as chief liaison with registered investment advisor’s onboarding and servicing clients to ensure a successful transition and timely response of all home office related questions for RIA firm
Implement regular calls and meetings with registered IAD clients to enhance communication and relationship building with IAD firms and advisors
Develop and implement new programs to provide improved service to IAD offices and conduct continuous improvement for new client and advisor protocols
Determine best method to resolve issues to ensure client satisfaction and adherence to company policies. Respond to inquiries from our registered advisors, regarding IAD policies and procedures and industry rules and regulations
Develop and implement strategies to enhance back office operations that support the Investment Advisors Division. Work with regional teams and assist them in achieving their goals and implementing initiatives to achieve a strategic vision
Maintain records of incoming calls, resolutions to the calls, and any contact to follow-up with IAD clients
Recommend changes to existing policies and procedures to improve efficiency and enhance the experience for RIA clients
Serve as a member of the leadership team in developing short and long term goals and initiatives to achieve strategic vision
Serve as primary liaison for business unit with partner firms to organize educational offerings
Effectively manage associates, plans and programs to insure the attainment of current and future objectives
Keeps all appropriate parties up-to-date on decisions, changes and other relevant information
RIA custodial business
Company’s working structure, policies, mission, strategies, and compliance guidelines
Advanced concepts, principles and practices of assigned functional area
Principles of banking and finance and securities industry operations
Back office systems
Follow-up to ensure resolution and completion of tasks
Partner with other functional areas to accomplish objectives
Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
Incorporate needs, wants and goals from different business unit perspectives into operational processes
Gather information, identify linkages and trends and apply findings to operations
Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes
Identify problems, gather facts, and develop solutions
Initiate projects, measure risks and analyze impact on the business
Provide a high level of customer service in a calm, courteous and professional manner
Use effective oral and written communication skills sufficient enough to communicate and interact effectively with advisors
Bachelor’s Degree from four-year college or university and a minimum of five (5) years experience in the financial services industry

Av Service Manager, Global Service Operations Resume Examples & Samples

5+ years in service management experience
Management experience a plus
ITIL framework experience and application of best practices in a professional environment (certification a plus)
Experience with the creation, review and management of technical and process documentation
Experience with Incident/Problem Management systems and processes
Experience translating between technical and non technical lexicon (i.e. acting as an intermediary between technical resources and users/management and/or other potentially non-technical stakeholders
Technical knowledge of Multimedia products/services is a plus

Head of Field Service Operations Resume Examples & Samples

Be responsible for the delivery of MS and NRO services for local customers across the country (NL)
Understand customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
Implement delivery strategies and directives, including resource management and a multi-customer delivery environment within FSO delivery unit
Maintain competence and capability in an evolving multi customer environment
Drive forecasting, dimensioning and optimization of FSO delivery capacity based on business needs and project requirements/plans
Maintain the customer networks to meet our contractual KPI's
Implement and drive the regional and global delivery strategy including processes, tools and competence management dedicated to FSO Mode of Operations
Maintain the RAN network through timely incident resolution 24/7
Act as the functional escalation point for performance issues involving FSO delivery organization,
Profit/loss understanding and cost responsibility for the FSO Delivery Unit
Manage performance and readiness of external partners (ASP’s) involving in to the projects
Maintain operability through planned and preventative maintenance duties
Deep understanding of the ICT Industry's business preferably with experience in operational management within Managed Services & Network Rollout area
Performance-oriented; have the motivation, discipline and tenacity to reach results. Expresses balance and authority and shows courage and stability in taking decisions in difficult situations (e.g. emergencies or crisis situations)
Ability to deal with stress. Achieve results under high pressure and manage relationships in a stressful environment, ability to prioritize and works under tight deadlines
Strong track record in people leadership and coaching to leading a high energy, customer-centric and performance-driven organization
Consultative skills. Builds up a solid relationship with the customers. Is able to negotiate persuasively. Stimulates and motivates colleagues
Influencing skills. Asserts own ideas, alternatives and convinces others. Gains support and commitment from other team members. Works towards win/win solutions
Persuasion. Able to have the right arguments to convince others of standpoints with respect to certain plans, idea’s or services
Good understanding of financial & commercial aspects (have cost obsession skills) as well as the pillars in delivery: Processes/Procedures, People/Organization, Tools/Systems
Vast experience in forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes
Thought leadership and commercial understanding as needed to identify short and long term business priorities
Proven track record of successful delivery in a complex and challenging environment
Independent & flexible, take initiative and ability to see what needs to be done, pro-active
Fluent in English and Dutch

Service Operations / Guidance Center Resume Examples & Samples

Bilingual Spanish/English
1-2 years previous experience working in a customer service environment
Self-starter and able to succeed with minimal remote supervision or direct managerial oversight
Problem solver with ability to engage with others collaboratively
Strong analytical and decision making skills

Lead, Service Operations Resume Examples & Samples

Providing 24x7 live site support for network incident and outage detection, triage, analysis, engagement and mitigation Investigating and diagnosing network issues in the core, backbone and edge leading to risk of or actual degradation of Online Services availability or reliability
Partnering and following up with other network and services live site operations teams as needed to resolve transport network incidents and their impact
Creating and maintaining operational documentation such as TSGs, Standard Operating Procedures, and any needed post incident review details
This role interacts closely with engineering and tools teams across the organization to continuously drive improvement in automation and triage of network incident resolution and rapid outage detection and mitigation
Transmission (DS1/DS3/SONET), Switching (circuit-switching/SS7) and TCP/IP (routers/higher-layer protocols)
Good working knowledge of IP networking fundamentals and optical transport technologies
The person in this role must have strong analytical skills as well as the ability to identify and troubleshoot basic network problems using general commands (ping, trace, nslookup, etc)
Working knowledge of routing protocols such as OSPF and BGP, and fiber optic cable specifications
Working knowledge of transport technologies such as SONET, SDH, DWDM, T1, T3, etc
3+ years supporting, managing or implementing an internet service provider, telecom, large scale or highly available network services production environment
2+ years of working knowledge and experience troubleshooting networks and infrastructure issues
CCNP, JNCIP-SP or similar network certification is not required but comparable level skills are expected
BA/BS in Computer Science, Mathematics, Information Systems, Telecommunications, Electrical Engineering or equivalent education or experience

Service Operations Specialist Resume Examples & Samples

Experience designing and implementing new processes and improving existing ones
Strong product knowledge of the Adobe Marketing Cloud products
Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)

Service Operations Resume Examples & Samples

1 - 3 years customer service experience or experience in medical office/facility
Ability to work in a fast paced environment and to handle a constant volume of phone inquiries
Strong typing and computer skills and experience using multiple computer applications simultaneously
Must possess effective written and verbal communication skills, listening skills, and attention to detail
Be available to work during the hours of 7:45am - 9:00pm, Monday – Friday, year round
Availability to work overtime as determined by business need
Background in health insurance
Knowledge of Microsoft office software

Service Operations Resume Examples & Samples

Prior longevity working within the health service industry and/or service operations
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Working knowledge of Badger and MetaVance

Service Operations Center Technical Expert Resume Examples & Samples

Monitor the online applications and services’ availability
Develop, configure, maintain tools and dashboards
Evaluate documented resolution and analyse trends for ways to prevent potential issues
Correlate behaviours, dashboards and events in a complex application landscape
Make recommendations for continual improvements (in tools, applications, services)
Take the ownership of proactive incidents
Identify the solution to be implemented
Validate the solution implementation

Service Operations Resume Examples & Samples

Oversee P1/S1 incidents in business aligned areas participating in 24 x 7 production support coverage on a rotating basis with primary hours being 08:00 AM - 05:00 PM Monday - Friday
Serve as a line of business or application SME within assigned channel, LOB or technology area
Review and analyze incident data and BPI metrics to determine themes, or trends. Followed by actionable items, projects and tactical or long term solutions
Demonstrate Leadership to Incident Management and application development staff in driving to resolution of production issues
Drive to root cause for production issues owned by CBB/CTO/ES/CWM applications
Provide research and analysis of data as is assigned
Review, track and communicate major application and Tranche 1 impacting changes to Biz Aligned Team, and overall CCB PAC
Participate in or initiate change review meetings with your assigned LOB, channel or technology area. Create a focus and culture on mitigating risk to production, through stringent change management reviews, and increasing visibility of change risk
Participate in major event command centers for your assigned LOB monitoring and listening to change release activities, responding to escalation and PAC inquiries to determine the best course of action
Review change behaviors and trends (change failures/activation issues), and document and socialize opportunities for improvement with stakeholders
Review implementation and validation plans for high risk changes/tranche 1 applications, with a focus on the ability to recover from change failure/activation and validate application health upon change completion
Build key relationships with leaders and technical staff supporting LOBs and applications
Leverage reporting to initiate and socialize opportunities for improvements. These deliverables may be something that you run, collaborate or consult on
Attend business and technical training classes, and on-the-job training sessions as directed by management
Bachelors degree or equivalent work
7+ years of experience within a technology environment is required
Knowledge of the ITIL Framework is required; a V3 certification is preferred
Incident management experience
Extensive customer service and client interaction skills
Experience conducting root cause analysis, documenting findings, and designing plans to rectify production issues
Ability to think and act independently to resolve production issues
Must display a history of achieving goals in a high performance environment
Excellent communication skills necessary to work effectively with a variety of individuals and organizations
Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint

Service Operations Specialist Resume Examples & Samples

Minimum one-year mortgage experience
Ability to work independently and make sound decisions
Detailed balancing and validation skills
High degree of analytical ability and problem solving skills
Ability to multitask and demonstrate willingness to perform various tasks and projects outside scope of regular daily responsibilities
Use of MS Word, Excel, MS Project, and MS Access
Strong understating of VLS, MSP and CCW
Basic knowledge of Escrow Analysis and Insurance

Service Operations Specialist Resume Examples & Samples

Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPI´s and cost assurance according corporate goals
Responsible for Repair Vendor contract management, new repair vendor certifications and repair vendors termination
Responsible for establishing Repair procedures that efficiently address customer issues and brings open support items to closure
Responsible to develop controls and identify proactively opportunities to reduce Penalties caused for not comply with Customer SLA´s
Determines areas of improvement on internal processes to adapt to market requirements, technology evolution, and customer demands
Interfaces with senior team at the customer organization to represent Motorola support team and address support engagement
Establishes productive working relationships within Motorola support and product organizations to efficiently address customer issues
Build clear scope of work for each repair supplier, and be accountable for the success of the suppliers
Assure local service partners to execute Motorola strategy
Knowledge of Customer Service and Repair Operations in the Mobile Phone space Knowledge of warranty financial and post sales operations
Strong Experience on Mobile Devices Repair Operations, Engineering or Quality Hands on knowledge of Excel and strong knowledge of basic statistical analysis. Must be a good communicator and team player
Proven track record in operations and customer facing situations addressing regional support engagement
Bachelor’s degree required, preferably in Engineering or Business Administration Project Management certification a plus
Must be fluent in English and Spanish. Fluency in Portuguese a plus
Must be fluent in English and Spanish. Fluency in Portuguese a plus

Service Operations Frontline Leader Resume Examples & Samples

Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
Provide guidance and leadership to associates and serve as a mentor for their day-to-day activities
Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
Analyze data to guarantee key performance measures are met, while aiding in the removal of barriers to success
Maintain proactive communication with other departments to ensure efficient, accurate and timely responses to internal/external customer needs
Previous supervisory experience in dental and/or insurance
Applied knowledge of insurance processing, customer service or call center processes and practices
Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, etc
Has previous experience managing a team of 10+
The ability to work in a fast paced environment and juggle multiple demands
Previous work at home experience
Longevity working in an operational setting
General understanding of economic, financial and operational concepts
RIMS/QuicLink System

Problem & Change Manager, Service Operations Resume Examples & Samples

Review and table Requests For Changes (RFCs)
Attend and/or chair CAB and ECAB meetings
Work with customers, internal teams, partners and suppliers to establish communication, manage expectations and make sure Change activities adhere to schedule
Meet with customers on a regular basis to present results and action plans related to Change activities
Schedule / Manage vendor Root Cause Analysis (RCA) reviews
Work with Vendors and internal support staff to find interim workarounds, root-cause, implement recommended solutions and preventative measures
Supports Problem management reporting (KPI’s, Scorecard & Dashboard)
Provides recommendations on hardening opportunities and to improve overall Service availability
In depth knowledge of telecommunications industry, more specifically in the following fields: Data Center, Managed Services (Voice and IP), LAN/WAN, Applications (e-mail, client-server applications, security, file server management)
Preferred Electrical Engineering degree or equivalent
Preferred Certification training in Cisco, Juniper, F5 and similar Network Vendors
ITIL V3 RCV and OSA certification preferred

Service & Operations Analyst Resume Examples & Samples

Collect and analyze operational data in order develop initiatives to improve performance in CMS & IRE Star measure
Manage operational Stars tracking and communication of Stars performance status to Operations, Stars Leadership, and Market Stars Leaders
Manage specialist projects supporting Service & Ops initiatives
Work with the clinical areas to develop more automated reports for market reporting and operational reporting
Maintain Stars process discipline from Service & Ops Team (manage SharePoint site, maintain project plans, work with Clinical Analytics to develop initiative study designs, etc)
Previous experience manipulating data to find key insights which will drive opportunities for improvement
Ability to understand service operations
Must have the following experience in Excel: creating pivot tables, vlookups, graphing and trending
Previous experience managing task oriented assignments and/or projects
Experience creating presentations in PowerPoint
Excellent PC skills (including MS Word, Excel and PowerPoint)
Access experience
Previous customer experience background
Experience in managed care or health care administration desired

Service Operations Associate, SMB Resume Examples & Samples

Become an expert in small business products and solutions, both free and paid
Support and lead strategic initiatives to grow our business through reactive and proactive service initiatives
Support our customers at scale with one to many initiatives inside Facebook, Communities and Help Center in order to educate our customers on our Facebook products
Work closely with our partners and sales teams to support our advertising customers and deliver consultative support and education on our Facebook products
Gather client and partner feedback and identify trends to enhance our products, support processes, optimize workflows and improve operational efficiency in order to increase customer satisfaction and product adoption

Service Operations Analyst Resume Examples & Samples

Bachelor’s Degree in Business, Finance, Operations or related fields
Strong communication skills both written and verbal is a must as you are communicating daily with the Senior Leadership team and key stakeholder within the Workforce Management Enterprise to ensure the departments are on plan to meet the goal for the day and to take actions as required
The ability to make sound and good decisions, strong attention to detail, excellent time management skills and the ability to problem solve
Intermediate proficiency in Microsoft Office Word, Excel and PowerPoint
Quality Management, Developing Standards, Problem Solving, Process Improvement, and Workload Optimization
Strong knowledge of and experience with reporting packages
Strong analytical skills with the ability to collect, organize, and communicate data findings with attention to detail and accuracy

VP Service Operations Resume Examples & Samples

Bachelor's degree in job-related discipline; advanced degree highly desirable
8+ years of successful experience in Service Operations and Logistics/Scheduling Management at progressively responsible levels
Broad and well-rounded manager who has extensive practical experience in consulting or services organization
Proven record of building successful operations and managing a high performance enterprise
Excellent financial, business and industry acumen
Outstanding analytical skills
Strong leadership and collaborative skills
Solid communication skills - written and oral
Strategic thinking and planning skills a must
Proven ability to deliver against targets and expectations consistently
Outstanding conceptual skills
Experience with SalesForce or other CRM
Consulting experience a plus
Interest in education

Service Operations Specialist Resume Examples & Samples

Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPIs and cost assurance according corporate goals
Responsible to develop controls and identify proactively opportunities to reduce penalties caused for not complying with customer SLAs
Bachelor Degree or Program Degree
Knowledge of Customer Service and Repair Operations
Must be a good communicator and team player
Must be fluent in English and Spanish
Knowledge of the Mobile Phone market and repair operations
Knowledge of Customer Service and Repair Operations in the Mobile Phone space
Knowledge of warranty financials and post sales operations
Strong Experience on Mobile Devices Repair Operations, Engineering or Quality
Hands on knowledge of Excel and strong knowledge of basic statistical analysis
Project Management certification a plus
Fluency in Portuguese a plus
LI-CM1

Service Operations Specialist Iv-mortgage Banking Resume Examples & Samples

Minimum 1-2 years background in Mortgage Servicing
Knowledge of the following systems, I-vault, MSP, VLS, On Demand, Customer Care Workbench, PC knowledge of Microsoft, Word, Excel, Access
Must be detail oriented and able to meet service level agreement
ACH knowledge preferable
Ability to demonstrate strong problem solving skills
Ability to work positively in a team atmosphere

Team Lead-clearing Service Operations Resume Examples & Samples

Provide leadership and coaching to direct reports, including providing work direction and support to team on process or procedures related to daily processing. Ensure resources are properly allocated and workload is managed to meet or exceed all accuracy, transactional processing and quality metrics and standards. Monitor individual and team progress and proactively identify and resolve business issues to mitigate risk
Assist and provide coaching to direct reports in resolving escalated issues, while maintaining effective relationships with both our internal and external business partners
Responsible for goal setting, managing performance, hiring staff, coaching and developing staff to promote both individual and team success. Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success
Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the Clearing organization
High School Diploma or Equivalent
3+ years previous experience working on an operations or service team
Prior experience coaching or providing indirect leadership to others required
Strong organizational and communication skills required, including the ability to explain complex issues in a clear, understandable manner
Strong knowledge of operations or service processes, polices, techniques and applicable regulations
Experience with Ameriprise operations or service procedures and policies
Experience with Lean methodologies

Manager, Service Operations Resume Examples & Samples

Service Delivery Operations Oversight. Establish and maintain operational guidelines for Application Maintenance and Development service providers for ticket management, performance reporting, and compliance with contractual processes for when work is considered base services and when it is chargeable. Monitor compliance through Service Now reporting and through forums such as the Operations Working Group. Onboard new service providers to WBTS tools and operational processes. Work with WBTS Application Owners when new applications are moved into existing support models to ensure operations are consistent
Service Delivery Metrics Review and Recommendations. Review and analyze contractually required Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting from Service Providers to identify trends and issues. Track performance improvement plans to ensure issues are closed and performance returns to acceptable levels. Coordinate and facilitate the periodic service provider delivery meetings. Recommend managed services contract staffing changes (ARC/RRC) based on reported trends. Escalate issues as needed to Time Warner Workforce Management for the WFM Preferred Providers
Managed Services Contract Administration. Track changes to service provider contracts and work with WB Legal to execute contract change orders in a timely fashion. Regularly communicate items affecting billing and accruals to WBTS Finance and WBTS Project Services
Manage Service Now Metadata. Act as the WB Metadata owner for Service Now, which includes setting and maintaining standards for WB-specific data elements, including Application Configuration Items. Assignment Groups and Approval Groups. Work with the TW EIS Service Now team to ensure changes to Service Now processes are agreed with WBTS and communicated to WBTS employees and contractors
Develop and Maintain Training and Reference Material. Maintain self-service training and reference materials related to WBTS’s Managed Service contracts, SLAs, KPIs, and operational guidelines. Work with service providers to ensure that they are maintaining the appropriate documentation on their SharePoint sites and in Service Now

IT Service Operations Resume Examples & Samples

Help Train Store Service Advisors to resolve technology issues in our Stores by providing Microsoft technology solutions and services across a broad range of applications and devices
Successfully pilot and demonstrate the value in leveraging Service Advisors to help resolve impactful incidents in our Stores. Once pilot is complete extend the program to all Stores
Ability to assess support needs when they arrive by listening, and provide solutions to Stores stated and unstated needs
Drive adoption, readiness, training and track effectiveness of program. Identify areas of improvements, launch focused initiatives and improve processes
Be empathetic toward Store while diagnosing, repairing, and supporting issues
Identify and communicate potentially complex repair situations to store leadership, original equipment manufacturers or other partners as appropriate
Continuously learn through others, self-educate, share specialized knowledge and expertly train the services advisors to provide support to our stores
Consistently deliver high standards of service, supporting high uptime and availability
Collaborate with peers, store leaders, corporate and field team members in the development of the necessary tools and program offerings that will lead to long-term relationships with elated customers
Drive consistent execution irrespective of organizational boundaries by building relationships with manager, peers and service advisors
Have a love for Microsoft, be a brand evangelist, and have a deep understanding of Microsoft products (Windows, Office, Xbox, Windows Phone, Surface, and services)
Excellent time management skills and a high-level attention to detail
Lead by example, take pride in your work, and enjoy helping and developing others while creating fun environments and energizing people through your passion while maintaining composure and customer focus while tinkering, troubleshooting and solving issues
Have excellent verbal and written communication skills and a high-level attention to detail
Thrive in a fast-paced, dynamic and public-facing environment, driven to get results by directing a team
Flexibility with your schedule as hours will be based on business needs
Primarily provides Tier 1 & 2 level support ensuring store systems are operating optimally
Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment
Performs basic computer hardware and software installations
Familiar with MS technologies that include but not limited to Windows, Windows Server, System center and general network troubleshooting skills
Requires a minimum of 2-4 years of related work experience in technology support, help desk, or other technology service environment
Microsoft and/or other technology certifications are preferred
Passion for and usage of Microsoft products and technology
Superior customer service/people rapport building skills, both 1:1 and in a group environment
Exemplary presentation, problem-solving, and multi-tasking abilities
Teaching or training experience is a plus
Thrive in a fast paced, dynamic, public facing environment, and must be a team player with the ability to get along with others

Head of Field Service Operations Resume Examples & Samples

Delivery of MS and NRO services for local customers across the country (NL)
Understanding customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
Implementation of delivery strategies and directives, including resource management and a multi-customer delivery environment within FSO delivery unit
Deep understanding of the Telecommunication Industry's business preferably with experience in operational management within Managed Services & Network Rollout area
Strong Knowledge of OHS statutory requirements impacting Ericsson especially in the local Market

Service Operations Specialist Resume Examples & Samples

Coordinate the distribution and processing of daily work to department analysts
Adhere to all Service Level Agreements and production standards for handling of mortgage payments
Handle staff questions regarding day-to-day operational issues on loan data, payment identification, and transaction processing
Assist Supervisor in responding to internal and external questions and inquiries
Compile information for and assist in completion of management productivity reports
Conduct root cause research and analysis and make recommendations to business partners and management
Organize and prepare completed daily backup documentation for off site storage needed for future research
Analyze policies and processes to improve internal reviews, isolate root cause and suggest viable solutions
Participate in regular meetings with regard to QC and business partner processes, initiatives and questions
College degree or equivalent work experience strongly preferred
Prior mortgage servicing experience or related field
Ability to navigate Chase servicing systems
Auditing and Research experience preferred
Strong organizational and prioritization skills, ability to utilize a variety of analytical techniques
Ability to meet deadlines and produce quality work
Ability to prioritize and adapt to change without notice
Contribute to a business climate and culture that encourages integrity, respect and excellence

Gto-service Operations Specialist Resume Examples & Samples

Several years experience and in depth knowledge of a broad range of technical support skills, including Windows 7, Microsoft products, Market Data apps, Desktop Video, Blackberry, iOS, Voice, Remote Access, Video Conferencing, VDI, Hardware
3+ years in a high pressure IT role, preferably in the financial industry
Experience supporting VIPs and senior clientele preferred
Exemplary client-handling manner
Excellent communication (written and verbal) coupled with a confident manner and attention to detail
Able to create & manage relationships at all levels within the Business and Technology groups
Ability to work unsupervised using strong analysis, problem solving and decision making skills to resolve incidents and requests
Willingness and interest in keeping up to date with cutting edge technology
Independent and innovative approach to work
Excellent organisational and time management skills as well as high level of commitment
Ability to work, perform and communicate under time pressure
Flexibility and stamina as well as ability to cope with pressure
Ability to quickly grasp new subject matter
Willingness to participate in out of hours, on-call and shift work
Capable and aware of working in a globally diverse environment
ITIL experience an advantage
Good knowledge of network protocols (TCP/IP, DNS, DDNS) preferred
In depth knowledge of 1st and 2nd level support with several years experience
Experience of current IT and support processes
Excellent knowledge of Microsoft products, in particular Windows 7, Outlook and Office Communicator
Excellent knowledge of Apple and Blackberry Handheld devices
Excellent knowledge of client hardware (laptops, PC’s, workstations, monitors, IP-telephony, VDI, etc.)
Degree in Computer Science/Business Information Systems or equivalent training in information technology preferred
ITIL based training
Professional qualifications (e.g.. MCITP, MCSE, MTA, MOS) in addition to practical experience preferred

Service Operations Specialist Resume Examples & Samples

Ensuring that the team members provide timely and considerate customer service to end users
Testing all changes to the production environment
Ensuring queues are actively monitored and up to date
Analysing and identifying trends in issue reporting, devising preventative solutions, offering suggestions for process improvements and developing any new procedures
Monitoring performance through various operational review meetings
Quickly and efficiently addressing any customer escalation’s
Handling incident/service requests and resolving them within the agreed targets
Diagnosing faults and providing a complete resolution to the customer’s satisfaction
Producing knowledge articles and information to be distributed amongst the team
Ensuring that all client documentation and the run book information is kept up to date
Ensuring systems are optimally configured and the information contained is current for example by pro-actively maintaining User accounts and the system
Managing Avaya’s commitment to the approved service level agreement’s
Being involved in service level meetings when appropriate
Acting as a point of contact for all customer escalations
Taking responsibility for client satisfaction and user communications
Measuring achievement against service level’s and any first line fix of calls
Assisting in the production of monthly reports for senior management
Documenting lessons learnt, that will be fed back into the system in order to minimise end-user calls
Making quality entries into the ticketing system

Service Operations Engineer Resume Examples & Samples

Proficient using the command line in both windows and Linux
Methodical approach to planning and understanding the risks of any actions taken
An in depth knowledge of the payment services supported, the monitoring tools used and processes used to manage our solutions
Knowledge of the payments industry preferred but not essential
A self-motivated individual but also an excellent team player but with ability to work with little or no supervision
Ability to multi task. Each team member will have multiple tasks to deliver on a daily basis

Senior IT Service Operations Resume Examples & Samples

Proactively contribute to the continual service improvement process, where services are underperforming, identifying service improvements and ensuring these are implemented
5+ years of IT/Service Operations
Excellent project management, decision-making, strategic thinking, problem solving and negotiating skills
The ability to understand and communicate technical problems to key stakeholders and executives
A minimum of 4 years of demonstrated work experience in business or operational management
BS or MS in Computer Science or equivalent (MBA a plus)

Head of Global Service Operations Resume Examples & Samples

Based out of Hong Kong, act as the senior manager of GSO in location to the business heads and regions CIO in Hong Kong
Establish as the domain expert for GSO within the forums, full knowledge and understanding of the services, technologies supported and provide by GSO
Act as the conduit and information flow in both directions to the business heads and CIO
Represent GSO in all business and CIO forums as required, ensuring timely preparation and leveraging both Global and regional peers to ensure effective delivery at the forums
Understand the service delivery profile of the location. Ensure the service that is provided matches the requirements of all LOBs and is communicated through regular reporting reviews and improvement programs
Jointly accountable to the CIO and business leads for all services delivered by the GSO organization within the region
Facilitate the local technology groups to ensure that communication lines are maintained with all stakeholders, and those regular meeting structures, agreed reporting and governance are all in place and is being maintained
Partner with the GSO peers based in Singapore and India to provide effective coverage of the services to all regional clients. To include but not limited too

Account Service Operations Analyst Resume Examples & Samples

Complete Account setup requests received from various sources and ensure all requests have been handled according to the established procedures
Handle inquiries related to various aspects of static data maintenance and product features
Review daily reports ensure completeness of various account service tasks
Research and resolve any outstanding inquiries
Monitor, control and process financial transactions to the general ledger system when necessary
Maintain and prepare monthly statistical reports
Review and maintain Key Operating Procedures
Act as back-up for various functions within the department
Bachelor’s degree with 2-3 years accounting and Banking background
Knowledge of SAP general ledger functions and DDA applications, a plus
Knowledge of Cash Operations products – Money Transfer, Check Processing, ACH, etc. - a plus
Ability to communicate with all levels of internal and external management
Ability to learn end to end processes within Cash operations
Strong awareness of risk control
Strong relationship abilities with internal departments
Able to multitask and meet tight deadlines

Senior Service Operations CPS Black Belt Resume Examples & Samples

Leading CPS projects using CPS tools and methodologies
Coaching, teaching and developing others to use the tools and methodologies of CPS
Tapping into unused employee creativity
Eliminating waste in every process and driving the organization towards standard work
Leading complex to very complex Value Stream Transformations and Rapid Improvement Workshops
Measuring results of their projects at the cell and Value Stream levels
Integrating Continuous Improvement ideas as part of the process
Ensuring projects are integrated with other business activities, improvement projects, and the business strategy
Bachelor's Degree or 10-15 years of marketing or service operations related experience
Minimum of 6-9 years of experience with dealers in the space of service operation
Strong communication and interpersonal skills with proven results in influencing,mentoring, and collaborating with others
Strong project management skills with proven results in planning and follow-up
Ability to work independently, with little supervision
Field Rep experience – Product Support, Service Operations, or Service Tech
Experience as a 6 Sigma or CPS Black Belt
Spanish or Portuguese language is helpful

Service Operations Specialist Resume Examples & Samples

Comprehensive knowledge of customer service standards
Proficiency with Microsoft Word and Excel
Ability to multi-task between multiple computer systems and dual monitors
Ability to work any shift between 8am and 9pm, and Saturdays during busy season
Associate’s or Bachelor’s Degree
Experience with Microsoft Access, CI, and/or CCP2

Service Operations Analyst Resume Examples & Samples

Confirm successful completion of critical batch jobs for production and other key environments
Proactively monitor key business applications and services using system management tools and escalate as needed
Identify and escalate potential business impacting issues following documented work instructions
Provide active logging of activities that occur on bridge calls during significant IT Incidents
Create and manipulate reports based on tool generated data
Engage requested support resources from additional teams following documented procedures during conference calls for significant IT Incidents
Document and maintain common symptoms, incident recovery steps, and standard application activities in knowledge base
Execute connectivity and functionality tests for critical business applications and services
Complete ad hoc assignments per direction from the Service Availability Managers, the Senior Manager and/or the DTOC / GSO Executives
2-5 years experience in an IT Support Center, NOC, or Technical Operations Center
Demonstrated experience with service and event management tools
Solid understanding of a key IT infrastructure architecture technology (networking, database, servers, storage) and how it support Enterprise organizations
Experience in rapid technical blogging. Typing and data entry proficiency
Demonstrated experience working with Service Management tools for Event, Incident and/or Problem Management
Experience in creating technical support documentation
3-5 years experience in a high volume Enterprise Operations Center
Strong, demonstrable experience with a scripting or coding language (Auto Hot Key, VBA, JAVA) a plus
Experience with ServiceNow a plus
Experience with Orion, SiteScope, Keynote a plus
ITIL V3 Foundations or better a plus

Service Operations Specialist Resume Examples & Samples

Manage the Production operations of the banks Cognos platform (dbReports), dbClarity application, ODS and dbentitlements application
Candidate will need to multitask with ease and role will demand that individuals will need to stretch beyond their working hours
As part of GT production you will need to provide out of office support over phone/remotely post work hours/weekends depending on the demand
You will also be expected to part of the Command Center rota covering the Common applications
Will need to perform detailed analysis of the platform changes and will need to provide documented updates to the manager so that risks associated with change are understood and mitigation done
Will be involved in resolving critical incidents
Will need to participate in Incident management process in person as SME. Will be responsible for the Problem management process and will need to ensure that tickets are closed diligently
Need to run daily stability calls with the team and provide guidance to the team in terms of prioritizing the issues
Weekly engagement with the platform engineering teams and drive stability initiatives to closure
Weekly vendor visits are required as part of the role
Periodic engagements with other Client application teams (Finance, regulatory projects, CB&S) in the forms of meeting with clear set agenda
Responsible for the on-boarding of new client applications onto the platform and will need to perform this end to end
Responsible for ensuring that governance process exists between the AS/ASX/GTP teams to ensure that delivery issues are tracked/prioritized/resolved
Ensure that any organizational demands which arise on ad-hoc basis will need to be met without impacting service delivery
Key focus is expected for issues related to AUDIT and Regulatory issues
Provide input and contribute in Production Management related audits
Engage with other Service Operations groups to understand business requirements
Identify risks and issues related to the area
Ensure that defined GT Production Management service operations and support processes are adhered to by the team. Make improvement recommendations where appropriate
Establish realistic SLAs aligned with the customer expectations as well as the demands of standards and best practices
Ensure policy-compliance for dbRAMM, SOX, ASG, ISP, Audit, etc. (including the technical ITPM tasks)
Work with Release Management and Transition Management on application configurations changes
Update the RUN Book and KEDB as & when required
Participate in all BCP and component failure tests based on the run books
Understand and manage flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book
Drive knowledge management across the supported applications and ensure full compliance
Drive continual service improvements
Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
Service Operations experience within a global operations context
Investment Banking Experience of minimum 4-5 years is essential
Experience of end to end Level 2 management and good overview of Production/Operations Management overall
Experience of supporting complex application and infrastructure domains
IITIL / best practice service context
Manage a team of vendor resources to support Global Applications is preferable

Platform as a Service, Operations Resume Examples & Samples

Managing the operational aspects of the release and upgrading of the PAAS Platform
Raising change requests, planning and executing – Change Management
Troubleshooting and providing root cause analysis, known error establishment and any request for change (Pro-active / Re-active) – Problem Management
Updating platform documentation and knowledge articles - Knowledge and Documentation Management
Being responsible for PAAS product installation, configuration, patching, upgrades etc
Manipulating Docker Image
Planning and executing major Project’s
Providing advanced troubleshooting and Performance Tuning
Ensuring New Application on-boarding, design and environment set up
Working on critical projects e.g. Application migrations to deal with Operating System versions or Application Server upgrades
Co-ordinating with Application Support, Application Developers and other Infrastructure teams on migration work
Scripting to automate daily activities
Carrying out / participating in Proof of Contact’s of vendor products and Open Source technologies
Participating in EaaS PaaS community development by contributing technical expertise through various channels including internal social media, brown bag sessions and formal communication events

Platform as a Service, Operations Resume Examples & Samples

Troubleshooting and providing root cause analysis, known error establishment and any request for change – Problem Management
Driving automation and Self service across the platform through innovation
Ensuring that architectural changes (as defined by Architects) are being implemented
Carrying out / participating in Proof of Concept of vendor products and Open Source technologies
Communicating the new technology in common nomenclature for technical and non-technical audiences
Driving the migration from legacy landscape to PAAS platform
Actively supporting the PAAS strategy, plans and values, contributing to the achievement of a high performance culture
Providing regional leadership for the PAAS Operations team
Actively supporting the business strategy, plans and values, contributing to the achievement of a high performance culture
Taking ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution
Acting as a role model for new subject matter experts, providing help and support to facilitate early integration and assimilation of their new environment. Coaching, as appropriate

ICS Service Operations India Regional Lead Resume Examples & Samples

Expert in Job Family discipline and business analysis skills
Proficient in all business processes across the entire LOB
Participates in setting and driving the business' strategic direction in changing the way we deliver Technology to better meet Business needs
Ensures risk controls and compliance to departmental and company wide standards
Keen understanding of financial control and budget management
Creates client centric environment for work with teams and contributors
Ability to influence stakeholders

Service Operations Specialist Resume Examples & Samples

Working with Senior Stakeholders to define and create a world class collection and delivery service
Taking responsibility for process improvement and re-modelling of recommended solutions, using resources, standards, methods and tools as required
Identifying all areas of improvement within the team and ensure that all business processes work well together
Being responsible for data preservation and collection requests raised to the eDiscovery team to support the Bank’s legal investigations
Acting as the primary point of contact and liaison for preservation or collection requests between the legal team, eDiscovery group, Technical Staff, Business Staff and Vendors to ensure proper communication between all parties

Service Operations Specialist Resume Examples & Samples

Ensuring compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorised by the International Organisation for Standardisation (ISO) Management team
Participating in Deutsche Bank organisational events such as town halls and team meetings
Participating in and/or leading on-boarding and training of new starters in ISO
Providing Level 3 quality support via the group hotline and ticketing systems for GIST systems and other core infrastructure components
Providing Level 3 support to Active Directory, Deutsche Financial Services (DFS), Windows Internet Naming Service (WINS), PXE, Quest Product Suite
Proactively managing Incident queues and conducting evaluations/triage for all incoming tickets, before resolving/closing or re-assigning to the appropriate individual
Resolving/closing incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken in order to resolve
Personally contributing to the ongoing development and updates to the KB repository
Providing Global Change Management (GCM) coordination by creating, resourcing, securing approvals for and ensuring the timely execution of planned changes, within Deutsche Bank change management policy
Providing proactive ticketing workflow and queue management in order to identify, flag and drive positive remediation of workloads not being carried out within documented expectation
Maintaining timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
Delivering workloads, according to defined Service Level Agreements (SLA) targets and escalating timely when there is risk of not meeting SLA or an issue increasing in severity
Assisting Vendors with implementing new servers, including bank-standard build and Quality Assurance (QA) process

Service Operations Analyst Resume Examples & Samples

DTOC internal tools creation and enhancements utilizing Dot Net, Python, Visual Basic or similar languages
5-7 years experience in an IT Support Center, NOC, or Technical Operations Center
Dot Net, PhP, Python, Chef or Visual Basic programming proficiency
7-10 years experience in a high volume Enterprise Operations Center

NAS L Engineer, GTI Service Operations Resume Examples & Samples

Management, maintenance, and support of data storage solutions, utilizing NetApp/Isilon
Supports these activities by diagnosing, reproducing and fixing software and hardware issues
Troubleshoots and resolves problems identified by system administrators or through monitoring software. Investigates, identifies and documents proposals that will improve application recoverability
Engaging internal customers
Provides management with strategic and tactical recommendations for NAS environment
5 - 8 years experience in distributed storage environments
5 - 8 years experience in an associated technology (Server, Networks)
Must have experience with NetApp
Advanced experience of NetApp Ontap 8.x & cDoT
Advanced Experience in NFS/CIFS protocol troubleshooting
Experience in Ontap 7-Mode & cDoT upgrades
Advanced NetApp replication & snapvault technology experience & troubleshooting
Experience in NetApp hardware refresh/migrations
Advanced experience of vendor tools for managing, configuring, and troubleshooting (including performance)
Excellent time management and personal task prioritization

Service Operations Specialist Resume Examples & Samples

Incident management – subject matter expert role
Manage the operational aspects of release and upgrade of the DAP Platform
Change Management – Raise Change request, plan and execute it
Problem management – troubleshooting and root cause analysis, known error establishment, and any request for change
Knowledge and Documentation Management – Update platform documentation and knowledge articles
Environment set up and support –,Weblogic, JBoss, tomcat and Oracle coherence migration and management activities
Capacity and Infrastructure planning, design and management
Major Project planning and execution. Project management
New Application on-boarding, design and environment set up
Application tuning and troubleshooting
Work on critical projects and drive automation
Co-ordinate with Application support, Application developers and other infrastructure team on migration work
Regular office hours are the norm. There may be some weekend work
Linux or UNIX knowledge
Good Weblogic Server Administration Knowledge
JBoss/Tomcat Administration knowledge
Strong Java/JEE Application debugging/Performance tuning skills
Apache Web server
Some knowledge of databases (Oracle, Sybase etc)
Perl and Shell scripting
Basics of Networking
Technical Project management skills
Experience in weblogic/tomcat/jboss administration and Performance Tuning
Excellent interpersonal skills and good team player
Excellent troubleshooting/diagnostic skills
ITIL knowledge and Project management skills
Excellent communication skills and ability to interact with relevant stake holders
Degree Level qualification in a related engineering discipline

Service Operations Resume Examples & Samples

Advanced experience leading special projects and producing metrics, measurements and trend reports
Proficiency in Microsoft Office applications including Microsoft Project
Six Sigma and/or PMP certification
Demonstrated experience with process documentation and re-engineering
Prior experience managing large projects and programs

Service Operations Specialist Resume Examples & Samples

Conducting incident management
Managing the operational aspects of release and upgrade of the DAP Platform
Conducting change management, raising change requests and then planning and executing them
Conducting problem management, troubleshooting and root cause analysis and known error establishment
Carrying out knowledge and documentation management, updating platform documentation and knowledge articles
Carrying out environment set up and support including Weblogic, JBoss, tomcat and Apache migration and management activities
Carrying out capacity and infrastructure planning, design and management
Carrying out major project planning and execution
Carrying out new application on-boarding, design and environment set up
Carrying out application tuning and troubleshooting
Working on critical projects and driving automation
Co-ordinating with Application Support, Application Developers and other Infrastructure Teams on migration work
Working weekend hours as required
Good Weblogic Server administration knowledge
JBoss / Tomcat administration knowledge
Strong Java / JEE Application debugging/performance tuning skills
Apache Web server skills
Some knowledge of databases such as Oracle etc
Perl or Shell scripting skills
Technical project management skills
Experience in weblogic/tomcat/jboss administration and performance tuning
Excellent interpersonal skills and a good team player
Information Technology Infrastructure Library (ITIL) knowledge and project management skills
Excellent communication skills and the ability to interact with relevant Stakeholders
Bachelor degree level qualification in a related engineering discipline, or the equivalent experience or qualifications

Coo-head of Technology Service Operations Resume Examples & Samples

Managing one large, or multiple sub-area(s) within Infrastructure Services; alternatively, heads a sub-area within a geographical region
Ensures development and execution of objectives, plans and policies that can have a significant impact on the profitability of Infrastructure Services
Monitors and manages budget, expenses, costs and billing accuracy and reporting
Facilitates infrastructure optimization project delivery
Implements of in-house and third party software, both directly and through internal service provision
Creates a successful architecture and design authority
Initiates and participates in department/corporate initiatives

Service Operations Resume Examples & Samples

Ability to handle a constant volume of phone inquires in a fast paced environment
Excellent written and verbal communication skills and strong attention to detail
Must be available to work any shift between 8:00 am - 8:00 pm Monday thru Friday
Must be available to work overtime and weekends during peak season (October-March) or based on business need
Ability to speak and type simultaneously while using two or more computer programs
At least one year of customer service experience
Previous call center experience
Proficiency in Microsoft Office Programs
Previous experience in a medical office/facility
Background in healthcare

Audi Service Operations Business Intelligence Specialist Resume Examples & Samples

Develop and implement strategy to leverage multiple data streams to evaluate success of Service programs and identify opportunities for improvement
Streamline and automate tracking and reporting for Region, corporate and Audi AG audiences
Manage capacity and goodwill tools to ensure proper utilization and success throughout network
Develop business intelligence tools and reports to support all Service Operation functions
Support achievement of all national and regional service objectives through data management and leadership, including
4-7 years of experience
Strong interpersonal communication skills and ability to collaborate with many personalities
Strong analytical and problem solving skills with attention to detail and accuracy
Ability to analyze complex systems and understand and document data elements, their attributes, relationships, data flows, dependencies and related interfaces with the goal of developing technical strategies to drive BI processes and reporting
Effectively able to manage multiple tasks with the ability to prioritize and meet timelines
Automotive or Business focus
Data management focus
Understanding of automotive industry After Sales business
Customer relations experience

Manager Service Operations Europe Resume Examples & Samples

Establish and manage best in class Field Service Engineering
Maintain sites and expansion within the region
Responsible, together with global HQ, for the creation, delivery, efficiency, and productivity of the Operation & Maintenance program in the field, both directly and with key partners
Continually developing and implementing new process and tools to improve customer service and operational productivity
Responsible for the day to day operation. Including act on actual events, arrange resources and monitor the progress
Determine and establish the most effective supply chain management strategy for the region
Establish training & development programs for both internal team members and relevant market partners
Control overall regional spend and when needed propose cost effective solutions

Service Operations Resume Examples & Samples

Trouble-shooting
Provisioning clients
Performance Monitoring
Incident Handling
Change Management
Agreed Service Level Agreement turn-around
Regional Operational Handover
DR / BCP
Expertise in supporting Tivoli Storage Manager 5.x and 6.x
Expertise in the support of disparate physical and virtual tape libraries
Expertise in the support of disparate operating system
Expertise in one or more of the following programming languages: Korn Shell (or any variant), PERL, SQL
General knowledge of storage area network as it pertains to backup services infrastructure
Ability to multi-task and balance project work within highly demanding environment
Flexibility in reacting to changing client requirements and priorities
Self-motivated, independent, and achievement oriented, with high energy level
Direct experience, good communication skills, energy, enthusiasm, a thorough understanding of how to technology work well and great attention to detail is required
Must be able to communicate at all levels of the enterprise. Good writing and verbal communication skills
Work under pressure
Be able to work late nights, and weekend upon request
Experience with large enterprise environments
Excellent English skills
Minimum 5 years experience supporting an enterprise backup management application with skills in following areas
Deploying, managing, troubleshooting and reporting on Tivoli Storage Manager versions 5.x – 6.x
Proficiency in the support and management of physical tape libraries (IBM, Quantum)
Proficiency in the support and management of virtual tape libraries
Expertise in the management and support of storage area network as it pertains to backup management applications
Well versed in one or more of the following programming languages: Korn Shell (or any variant thereof), Perl; SQL
Expertise in supporting IBM PSeries enterprise infrastructure
Expertise in supporting Enterprise Class Wintel servers
Ability to logically and methodically troubleshoot infrastructure issues in an enterprise environment
Defining and managing storage pools in line with standards
Defining and maintaining retention policies in line with standards
Monitoring backup server environment, acknowledging and owning problems
Providing 2nd level support in case of backup client errors
Monitoring and ensuring that backup server maintenance tasks are successful on a daily basis, correcting any errors where necessary
Providing and 1st and 2nd level support for backup server tape drives and library problems, including halting and/or re-starting the backup server software application
Raising problem tickets / liaison with vendors where a backup service problem cannot be solved locally. Where appropriate raising corresponding internal fault call with the Problem Management system, manage call to resolution
Provide 2nd level support for Branch offices where standard backup software is installed
Assist SL1 / desktop support function as required
Provision of out of hour’s response to production problems on an on call basis
Assist Engineering group with backup server software upgrades and fixes
Maintain centralised area for storage of backup server and client software
Maintain centralised area for infrastructure and configuration documentation
Assisting Level 1 backup team and System administrators to solve/fix backup client problems
Performing backup client removal / retirement as needed
Provide assistance to Systems Administrators regarding backup client software installation and configuration
Maintain the backup server web site
Provide reports on backup client events for customers
Provide reports on backup server activities
Manage recovery / restore of backup server software environment as needed
Assist Systems Administrators with recovery of servers as necessary
Maintain a set of up to date backup server recovery plan files
Build of TSM servers

SAN L Engineer, GTI Service Operations Resume Examples & Samples

Provides multi-level technical support in defining, developing and evaluating storage products to meet client needs
Resolving high priority incident tickets
Provide production support for distributed storage environment including accurate problem identification, ticket documentation and customer/vendor engagement
Must have experience with Unisphere for VMAX / DMX and Hitachi Tuning Manager
Advanced experience with HBAs and multi-pathing software
In depth experience with storage management CLI’s: EMC Solutions Enabler, Cisco SANOS, Brocade FOS
Good spoken and written English
Timely escalation of critical and/or complex issues as required

IT Service Operations Resume Examples & Samples

Will possess excellent written and verbal communications skills, be able to drive change based on incident analysis, provide industry best practices for incident reduction and properly assess and communicate technical issues between Microsoft engineering and our customers
Will have a passion for customer satisfaction and demonstrate the ability to identify and implement areas of improvements
Be able to demonstrate the ability to effectively facilitate and lead cross-team collaboration between internal and external teams, business units and customers
The Exchange Enterprise Cloud Operations Manager is expected to direct teams of highly skilled Engineers by example in articulating the business impact in a manner that is relevant to customers’ priorities as well as the requirements and restrictions of a large scale service offering
This role requires strong communications skills and imaginative, bold thinking in all situations. Business experience should include services delivery leadership in complex services environments
Must have a degree (BS/BA) or equivalent work experience. Higher education preferred
5+ years business management and process experience, IT support experience and/or front-line management experience

Director of Service Operations Resume Examples & Samples

Build and Hire a professional global incident and problem management organization
Build a strong process driven structure which supports the strategy of the company and the needs of our customers as we move more into digital platforms and solutions for our learners and educators
Work jointly with the global customer support organization, the engineering support organization and the operations command center to create a robust global support process truly focused and measure by customer and business outcomes
Create a technical resource plan ensuring global incident coverage and capability and accurately measure and improve team capacity and team performance against global support demand
Lead internal technical support strategies that align to customer contracted support agreements and goals; partner with peer organizations through Operating Level Agreements and commons support process definition
Be the primary point of leadership for major incidents and provide a process of executive escalation during major incidents, monitoring and managing these to closure
Provide timely and appropriate feedback that focuses on those activities and actions that will make the biggest difference in team performance and customer support
Track and report team metrics for performance, report finding regularly to the executive leadership team
Be accountable for the development and implementation of other critical service management processes as a key member of the Service Management Office
Cultivate and lead a metrics driven organization with strong analytical capabilities. Lead and hold the rest of the organization accountable for Incident Reviews, Problem Reviews, Root Cause Analysis, monthly/quarterly service reviews
Develop team members’ capabilities in support of individual career goals and team objectives
Develop, maintain, and promote mentoring and knowledge sharing between the engineering support functions and other support organizations within managed services
Understand basics of managing technical people and the associated process of running a managed services organization
Understand the value of best practices and apply best practices and other tools to drive business results
Communicate a clear vision and strategy for the account that inspires and empowers the team to execute within a common framework
Able to get things done without direct line authority; able to exercise personal influence, resolve conflict, and bring about required behaviors
Accute understanding of managing up within the organization keeping VP and SVP executives apprised of critical support incidents and root cause analysis

Director, Service & Operations PCG Resume Examples & Samples

Build a world-class customer services team
Research and resolve complex, escalated issues regarding client accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications
Develop and implement new programs to provide improved service and conduct continuous improvement for new client and advisor protocols
Determine best method to resolve issues to ensure client satisfaction and adherence to company policies. Respond to inquiries from our advisors/agents, regarding policies and procedures and industry rules and regulations
Develop and implement strategies to enhance back office operations that support the Division. Work with sales teams and assist them in achieving their goals and implementing initiatives to achieve a strategic vision
Follow up, either verbally or in writing, to ensure client satisfaction
Recommend changes to existing policies and procedures to improve efficiency and enhance the experience for clients
Remain up to date with current accounting, regulatory and legal pronouncements that impact the business
Perform other duties and responsibilities as assigned
Investment concepts, practices and procedures used in the insurance industry
Financial markets and products
Account types and industry operations in general
Basic principles of procurement, contract and vendor management
Interpreting and applying policies and procedures
Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines
Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets
Attention to detail to ensure quality standards are met without impairing workflow
Coach and mentor others
Balance conflicting resource and priority demands
Anticipate obstacles and define alternative strategies
Prioritize and manage multiple priorities in a fast-paced, dynamically changing environment
Keep all appropriate parties up-to-date on decisions, changes, and other relevant information
Bachelor’s Degree from four-year college or university and ten (10) to fifteen (15) years’ experience applicable work experience preferably in the financial services industry

Manager IT Service & Operations Management Deloitte Digital Resume Examples & Samples

Provide advisory services to clients on improving IT service and operations management (ITSM / ITOM)
Lead the implementation of ITSM / ITOM solutions
Support pre-sales activities, develop proposals and present to client's management
Collaborate with business stakeholders to understand the business requirements and business value of the project and act as an advocate for achieving them
Collaborate with external and internal partners to design the solution for the project

Service Operations Specialist Resume Examples & Samples

Contact assigned accounts on a daily basis to review service performance and identify issues related to service, support, or product reliability. Prepare and analyze a variety of reports for assigned accounts as well as requested reports from service and sales management
Develop and maintain clear lines of communication between strategic accounts and the field sales, service, and/or systems teams regarding issues and status of customer service requirements
Assist field service, sales, and systems teams to collect and prepare information related to service partner’s performance and other unique account situations that may arise. Participate in on-site meetings as necessary
Function as the primary service representative for assigned accounts. Receive and manage incoming requests and issues that are communicated directly from customers, as well as requests that originate from other channels of business. Develop and implement plans and systems to deal with customer requests or issues and ensure that they are resolve satisfactorily
Build and maintain dashboards to verify stats provided by assigned service partners. Pulse and analyze data to assist in management day-to-day operations of service partner and customer commitments
Escalate and assist in resolution of “red” conditions or potential undesirable conditions
Perform periodic audits of open service repairs, recent repair performance. Proactively notify key customers, service center management, and field service & sales teams of any situation or activity that may compromise customer expectations
Document and communicate any special handling, special projects, or upgrades to the appropriate service or administration management team. As necessary, develop, implement, and monitor any processes required to meet the agreed upon customer commitments
Develops, prepares, analyzes and distributes reporting as requested from internal management (including senior management) within the service division as well as other cross functional teams
Proactively identify and document any process issues affecting service performance
Recommend potential process improvement changes as necessary and monitor and evaluate the results of any such changes
Maintain awareness and knowledge of new product rollouts, as well as technical service bulletins, ECNs, and flash notices that apply to inventories and repairs maintained by the assigned service partners
Must remain aware of regulatory responsibilities and remain current in technical areas including Sarbanes-Oxley and ISO requirements and procedures
Bachelor degree in Operations, Supply Chain, Engineering or similar
3 years of experience managing service partners and/or suppliers
1 year of experience in MRP Systems such as SAP, Oracle, etc
3 years of experience working in Excel or similar to create metric dashboards, charts, etc
Supply Chain management experience
Experience with Honeywell Operating Systems deployment, specifically use of PFEP (Plan for every part) and Tiered Accountability
Masters in related field a plus
Six Sigma Greenbelt Lean Expertise
HOS experience
Ability to demonstrate solid written and oral communication skills

Director, Business Service Operations, Kladno Resume Examples & Samples

Promoting strong leadership and driving people and team development
Ensuring global adherence to the global standardized process and continuous improvement
Cross-regional collaboration and best practice sharing with the Business Service Operations sites in Monterrey and Singapore
Establishing a high-performing, customer centric and service oriented culture and promoting collaboration, coherence, process excellence, quality and fun across the various teams in the BSO

Service Operations Technician Resume Examples & Samples

Have good all-round interpersonal and communication skills
Have the ability to prioritise between many varied tasks
Have a strong pro-active nature to work under own initiative
Have the ability to work under pressure with tight deadlines

Service Operations Analyst Resume Examples & Samples

“First Responder” on Monitoring Alerts and Incident Notifications
Level 1 Infrastructure Triage for Linux and/or Windows based server systems
Functional System Validation
IT Incident Conference Call Support and Documentation including preparation of official incident communications, blogging during events and rapid engagements / escalations of partner teams and suppliers
Confirm successful completion of critical application processed for production and other key environments
Experience in rapid technical blogging
Typing and data entry proficiency of at least 45 WPM

Portuguese & English Speaking Service Operations Rep Resume Examples & Samples

The Service Administrator is responsible for supporting the Iberian Field Service organisation by assisting department in processing orders, responding to customer requests, and maintaining orders
Managing pricing mechanism from start to finish by entering initial request into SAP, liaise with Service Field and Sales team, track & measure opportunities & report out on KPI’s
Optimizing and managing the operating mechanisms and calendar for the Spanish and Portuguese service team as well as supporting the wider EMEA Service Team whenever required, so the right degree of alignment and connectivity is achieved with maximum efficiency
Leading and project managing Service initiatives as needed by the business (e.g., deep dive/trouble shooting of a specific problem, pursuit of an opportunity, kick start of a strategic initiative). These projects could be in geography, product area, function, or cut across the Regional functional teams
Main point of contact for all internal clients
Refining services and processes to satisfy evolving needs of the team
Executing regular clean-ups of the system
Generating reports
Ensuring department needs are met
Proven track record in an administration and / or customer service role (ideally within a sales or Service environment)
First class skills in Excel and MS office packages
Dynamic team player, capable of working on tight deadlines
Ability to work independently and support small project work
Ability to work according to deadlines and prioritise

Managed Service Operations Associate Resume Examples & Samples

Ensures day-to-day operational flow by performing functions which include Job/batch monitoring, Release/Deployment, Data Analysis and Reporting, etc
Coordinate and carry out activities and processes required to deliver and manage services at agreed service levels to clients
Support and maintenance of applications and servers including bug fixing and batch job processing
Respond to client inquiries and requests via phone, email and ticket tracking system
Takes ownership of escalations and perform trouble shooting, analysis, research and resolution
In case of Major Incidents, creates root cause analysis and reviews with Senior Management
Provide coaching and mentoring for junior members of the team
Liaison/Training with backup teams in other geographical locations to provide continuity of service in the event of local issues
Work with Manager to establish work goals and objectives to be achieved by the team
Must be willing to work on Shifting schedules and holidays
4+ years' experience in an operation/production support, batch/file monitoring and system monitoring and financial services background
UNIX/Linux/Windows
Working knowledge of File transfer protocols, xml, Perl and Python
Teamwork and collaboration skills to work across organization and lead cross-functional team
Experience with technical troubleshooting
Good knowledge on ITIL process

IT Service Operations Analyst Resume Examples & Samples

Batch job monitoring
Provide Level 1 & Level 2 technical support for Windows/Linux platform issues
Identify key areas for automation and optimization to enhance productivity
Should have exposure handling major incidents and escalations
Should have exposure working on monitoring & ticketing tools
Good team Player, with excellent eye for detail
Good Stakeholder management skills
3 to 5 years of overall experience working in 24 X 7 IT infrastructure & Operations environment
2+ years of relevant experience in Infrastructure / Applications monitoring and support
ITIL Foundation certified
MCSE, CCNA certified
Understanding of Perl, Windows/Linux Scripting

Specialist, Service Operations Center Resume Examples & Samples

Works as part of a cross-functional team to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals, Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors such as power and telco companies, as well as second tier organizations within T-Mobile
2+ years Data platform/application support experience in operations and support
Intermediate level Knowledge of telecommunications networks. Applies acquired job skills and company policies and procedures to complete assigned tasks
Good skills in Microsoft applications, such as Word, Excel, Outlook, etc
Ability to report on analytical findings in a consumable fashion (strong organizational skills and attention to detail)
Experience with identifying and resolving internal and external customer problems
Windows support experience
Knowledge/understanding of TCP/IP, Cisco IOS, Command Line Language, basic network configuration, basic server and storage array administration
LI-TECH-GL1

Service Operations Specialist Resume Examples & Samples

Managing day to day processing of incident tickets, via the in-house call management system in an Information Technology Infrastructure Library (ITIL) aligned environment
Continuously optimising service, creating processes to ensure the standardisation of technology across all branch offices
Holding regular service review meetings with our vendor, as well as managing two support staff directly that support Front Office
Managing ad-hoc projects/cost saving initiatives cascaded down by Senior Management
Managing and dealing with day to day operational escalations
Managing Local Service Teams (both vendor and internal)
Monitoring the teams adherence to service level agreements, relating to call pick up/response times and aged tickets
Measuring the performance of individuals, ensuring appropriate training and guidance is provided
Managing Vendor relationships and ensuring the best service is being offered
Delivering a focused client service through ad-hoc troubleshooting and problem solving for end user queries
Identifying, troubleshooting and responding to emergency situations impacting live trading
Escalating problems pro-actively and ensuing that all Users/Management are kept aware of issues and their development
Collecting and reporting errors and improvements to appropriate teams
Proactively monitoring key businesses and providing a solution/root cause analysis in collaboration with other Technology groups
Liaising extensively within the Bank, in order to gain an in-depth knowledge of and ability to support Market Rates Services, Trading Systems and Market Feeds, specifically Bloomberg and Reuters (RMDS), and other in-house Apps
Managing the deployment of new hardware
Managing small projects on a daily basis
Managing and assisting other colleagues
Creating and maintaining a knowledge base, documents and procedures
Acting as an escalation contact for both our Group and the Business
Strong communications skills
Able to lead by example and provide/organise training where possible for your team
Strong client facing skills
Work under pressure and to tight deadlines
Demonstrable experience in Information Technology (IT), in a large corporate front-office environment, specifically desk side for trade floors in the financial services industry
Experience of supporting complex application and hardware configurations
Knowledge of Information Technology Infrastructure Library (ITIL)/best practice service context
Good analytical/trouble shooting skills
Basic Project management skill
Skills and experience with PC’s (windows 7/10) and MAC’s (Mac OS,iOS)
Experience with the PsTools suite of support tools
Experience and knowledge of Blackberry, iPhones and Android devices
Basic knowledge of networks
Market data experience (Reuters and Bloomberg)
An understanding of trading systems

Senior Engineer Service Operations Resume Examples & Samples

When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA
To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management
Conducts the analysis, definition, documentation and testing of application & systems enhancements
When/where required, perform assigned tasks out of hours
When/where required, be contactable for escalations and support, on and on-call standby basis
Minimum 3-5 years of experience in network support
Airline experience and/or ATI know-how is an advantage
MPLS, BGP, Multicast
Cisco Nexus and ACI experience
Network protocols and services, System and Applications
Ability and motivation to work in a team and be part of an on call out of hours support team
Ability to support, troubleshoot, analyze and investigate on proprietary systems - Installation and configuration of end user applications and software
Ability to analyze, draw conclusions, and create solutions to customer's moderately complex problems
Knowledge and ability to install and repair Firewalls, and other network equipment
Ability to troubleshoot LAN topologies based on TCP/IP
Troubleshoot issues on Cisco MPLS networks
Carry out configuration tasks on Palo Alto Network firewalls, Check Point Firewalls
Airport Services knowledge is an advantage
Network Services knowledge
Exposure to ITIL and to IT and network components and principles
Knowledge of SITA products such as ACM, services and proprietary systems is an advantage
Knowledge of Airline and CAA customers use of ACM applications is an advantage
Ability to act as a Team lead in his/her absence

Service Operations Engineer Resume Examples & Samples

Manage systems that are already designed and installed
OS/NOS Problem Determination
Install extensions to existing servers
Implement OS/NOS backup strategy
Implement OS/NOS monitoring strategy
Monitor and Tune Servers for performance
Provide technical support to SITA Airport Operations products
Troubleshoot and resolve Airport Operations Systems related incidents with the least amount of system downtime and impact to our customers
2+ years of experience with Microsoft Server Operating Systems
2+ years of experience in a service provider environment
Excellent knowledge of server hardware (including SCSI, RAID and I/O topology), mainly HP and IBM platform
Excellent knowledge of storage hardware (including Fiber channel, clustering, etc.)
Proven expertise in Server Administration ( Microsoft)
Excellent knowledge of Microsoft’s Active Directory, Terminal Servers
Good knowledge in Antivirus Management, mainly Symantec and MacAfee
Must have an understanding and working knowledge of PC based equipment and common PC based applications
Working knowledge of HP OPENVIEW and NETCOOL, or other industry standard monitoring systems
Excellent interpersonal and team working skills
Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our customers in a professional, mature manner as well as dedication to providing superior service
Proven track of maintaining an appropriate level of professionalism with both customers and providers at all times
Must be able to prioritize
Must be self reliant
Must be willing to work irregular hours and to carry a pager
Must be fluent in English. Fluency in French and/or another language is a plus
Bachelor's degree in either an IT or business discipline
One of the following certification required

Service Operations Engineer Resume Examples & Samples

Report and escalate to the next level those problems which cannot be fixed
Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
To provide onsite support to Users during the cutover of the services
2+ years of experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
Experience of working in the Airport / Airline / Air Traffic industry preferred
Knowledge and understanding in one or several of the following domains
Ability to troubleshoot LAN topologies based on TCP/IP using basic commands such as PING and TRACEROUTE
Experience in cloud systems administration desirable
Telecommunications qualifications

Specialist / Engineer Service Operations Resume Examples & Samples

Troubleshoot and diagnosis Airport Operations Systems related incidents / problems and work toward resolving the incident with the least amount of system downtime and impact to our customers
Assist with the Planning, Testing, Configuration and Implementation of service improvements to the Airport Operations System environment making sure that the appropriate documentation is completed and communicate to the rest of the Airport Operations Support team
Support the implementation of new Airport Operations customers and connections, ensuring that all the necessary checklists and actions have been completed successfully
Work in cooperation with the Airport Practice team to ensure the integrity and availability of the Airport Platforms and environments
Manage and coordinate incident tickets until resolution has been performed or transferred to new resolver group
Assist System Integrators with solutions and deployment
Diploma/Degree in Computer Science, IT, Engineering (or equivalent)
Industry Technical Certifications is desirable: MCSA 2008 certification (Desirable); MCSE 2008 is (Desirable)
1-2 years Systems operation and troubleshooting experience
5+ years application support experience in Windows platform
Knowledge of ATI Operations would be a strong benefit
ITIL Foundation certification or CCNA is an asset
Experience operational role in a 24-7 organisation is an asset
The right person will have gone through the ranks of an operations group supporting customers globally on a 24-7-365 basis
Effective communicator at all levels of the organisation and outside with customers or third parties
Proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends
Proven track record in managing multiple escalations with effective follow-up/follow-through
Demonstrated willingness to take incoming service requests without being prompted to by team members or Management, as well as accountability for resolving the trouble or request in a timely and complete fashion
Ability to be personable and tenacious as the situations requires
Problem solving and root cause identification skills. Strong analytic and decision making abilities
Must be a team player and able to work with and through others
Proven expertise in Active Directory and Server Administration (Microsoft)
Proven knowledge of HP or IBM Server Hardware (SCSI, RAID and I/O topology)
Excellent knowledge of storage hardware (including Fiber channel, clustering, etc
Experience with network diagnostic applications such as Network Associates Sniffer
Working knowledge of network management tools like HP OPENVIEW and NETCOOL, or other industry standard monitoring systems would be advantageous
Good knowledge of networking (including WAN topology mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
Must have an understanding of log reading and able to use log reading tools
At least 4 to 10 years of experience working with Microsoft Windows, SQL, VM Ware product family
Minimum of 4-5 years of operational experience supporting mission critical systems
Industry Technical Certifications is desirable: MCSA 2008 certification (Desirable); MCSE 2008 is (Desirable). Hands-on experience is a must

Service Operations Junior Analyst Resume Examples & Samples

The new platform integration will include working closely with business application owners to design their business service and build this within IT SI, linking relevant infrastructure and application metrics
In production, working closely with technology stakeholders and provide Day to Day support across the new platform and existing monitoring and event management platforms
Coordinate enhancements and system changes into the production environment
Liaise with the other relevant IT teams and vendors as required for all related issues pertaining to the service
Be proactive and Implement automation of current manual tasks and checks
Managing production incidents from inception to resolution
Provide technical support to operations and project teams across multiple regions
Ongoing upgrade and maintenance of associated platform software and hardware
Review and approve infrastructure and application change requests
Proactively monitor system capacity and take appropriate action to elevate potential capacity risk
Maintain business continuity, data quality and regulatory compliance
Participate in a rotating 24x7 roster
Work with design teams to review operational readiness of new projects, and contribute to solution designs and develop standards where appropriate
Review and improve procedures and documentation to increase the maturity of the operations model
Self-motivated with experience working in a remote location
3 years Splunk Core experience including implementing new data sources and building reports, dashboard and Agent deployment / configuration
Knowledge of Java Development & Scripting
Experience of integration of Splunk with other products
Unix operating systems experience
Excellent knowledge of regular expressions for report building
Experience in working in the Tier 1 global organisation will be highly regarded
Familiarity with peripheral technologies including Network infrastructure, WAN routing, Storage and Operating System
Excellent stakeholder engagement and communication skills
ITIL Foundation Certified and experience in service operation models
Experience in customer-facing technology roles
Excellent business problem solving skills

Manager, Service Operations Resume Examples & Samples

Have an IT or Telecommunication based degree, preferably in the area of wireless communications
Have at least 2 years working experience in the area of service delivery and operations
Able to work outside normal working hours to carry out upgrades and patch loading as such activities may disrupt services
Have System OS knowledge and administration hands-on experience on some of following systems
Linux (RHEL, CentOS), Solaris, HP-UX, Windows, Oralce, MySQL, Postgres and/or SAN/NAS storage system. CISCO IOS
Have knowledge on IP networking
Be a team player and able to work independently

Senior Analyst Service Operations Resume Examples & Samples

Proactively monitor key business applications and services using system monitoring tools and escalate as needed
Perform connectivity and functionality tests for critical business applications and services
Provide active logging of activities that occur on conference calls during significant IT Incidents
Complete ad hoc assignments per direction from Service Availability Managers or DTOC executives
***THIS POSITION WILL BE A GRAVEYARD SHIFT*****
Experience troubleshooting issues related to Linux or Windows Server OS
Solid understanding of key IT infrastructure architecture technologies (networking, database, servers, storage)
Experience in an application testing and/or application support environment a plus
Experience with event management tools a plus
Experience in creating technical support documentation a plus
ITIL Foundations a plus
One or more of the following certifications is desired: CompTIA Linux+Certification (or other Linux Certifications); Microsoft Technology Associate (MTA); Microsoft Certified Solutions Associate (MCSA); or other Windows Certifications a plus
Ability to work a 24x7 rotating shift (experience a plus)
Solid interpersonal skills for written and oral communications
Ability to manage multiple priorities in a fast paced environment
Be capable of independent, situational assessments and be able to make

Head of Service & Operations Robotics Switzerland Resume Examples & Samples

Manage Customer Service Robotics Switzerland product group, including full P/L responsibility
Supervise team of nine order execution specialists
Work within management team and deputize for Local Business Unit Managers Robotics Switzerland
Localize and execute service strategy
Implement and maintain full range of health and safety standards
Coordinate targeted HR development and continuous process improvement, in addition to extending the company's service portfolio

Service Operations Engineer Resume Examples & Samples

Knowledge of BagManager
Knowledge of AMS
Knowledge of Airport vision
Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Lead Engineer
Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
2+ years exp with VMware, Windows server 2008 and 2012
Applicable vendor / technology entry level certification or equivalent work experience, in particular: MCSA, MCTS, CCNA, Linux/Oracle entry level, AIX Specialist
Ability to coach new joiners and to facilitate their integration into the team
Expert knowledge of SITA products such as ACM, services and proprietary systems

Service Operations Specialist Resume Examples & Samples

Reviewing customer order documents – Order form, Statement of Work, Change Order, etc
Creating projects using Order Assignment tool
OpenAir project enrichments as required
Performing quality assurance check for coworkers’ projects
Assisting Project Managers with change orders, reports, credits and research as requested
Monitoring audit reports and making corrections as necessary to maintain data integrity in OpenAir PSA system
Researching customer invoice issues and assisting in resolution and credit submission
Assisting Practice Directors with revenue recognition research as requested
Attend team calls and meetings as requested
Work collaboratively with Sales Operations, Accounts Receivable and other Kronos internal partners
Minimum of 3-5 years of related experience, preferably in a professional services environment
3+ years working with customers in an operations or customer service environment
Spanish language proficiency strongly preferred
2-4 years post secondary education required or relevant work experience
Excellent communication skills with an emphasis on account support to include strong grammar, spelling and writing skills
A demonstrated ability to work with people in all levels of the organization
Must be organized and have the ability to multi-task in a fast paced and demanding environment
Proficiency in Microsoft Office and an ability to learn other software applications as required of the position. This position also requires the ability to navigate and use web based applications
Availability for limited travel as requested (i.e. internal training)

Senior IT Service Operations Resume Examples & Samples

Lead incident management for key high visible Volume Licensing portfolio ensuring key KPI’s are met, address customer escalations, and drive for quick resolution. Partner with Engineering to drive long term solutions
Lead service improvement initiatives and activities to increase customer satisfaction. This includes development of actionable corrective action plans, leading virtual teams to drive execution of initiatives
Communications: Leverage standard communications model, templates, training, and publications
Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders and customers. Hold suppliers accountable for SLA/OLAs and ensure action plans are in place to improve where needed
Portfolio Management: Ensure end to end customer experience meets expected SLA and respond to escalations in a timely way
SLA/OLAs: Lead SLA/OLA standards and negotiations to meet customer requirements along with continuous planning, negotiation and refinement. Lead overall OLAs between teams in support of customer-facing SLA and align with overall execution of incident management service offerings. Creativity and innovation mindset in service offerings and differentiated services
Project Planning/Execution: Lead multiple complex processes and projects simultaneously through effective collaboration

BCU Service Operations Mgr Resume Examples & Samples

Incident Management process owner & manager according to the ITIL definition
Problem Management process manager according to the ITIL definition
Request Fulfillment process manager according to the ITIL definition
Overall process governance, policies, design, efficiency, training, adherence & metrics
Manage Major Incidents, including communication, service restoration & root cause analysis
Provide regular performance reports targeted to appropriate audiences
Ownership, maintenance and gatekeeper of the Known Error Database
Manage daily activities and performance of Service Desk, Technical & IT Operations personnel
HR lifecycle & performance management of assigned team personnel
Drive continuous improvement activities in both processes and the Service Desk function
Track & report all assets within the End User scope of control (desktop, laptops, software, etc)
Manager vendor relationships & govern contracts within the End User scope of control
Organizational change management related to initiatives in the End User space
Min 7 years ITIL Service Operations experience (Intermediate Certification strongly preferred)
Min 10 years in a Service Desk or Service Delivery leadership role
Min 5 years in a Continual Service Improvement focused role (ITIL Certification strongly preferred)
Proven record creating and managing vendor contract, SOWs & MSAs
Proven record of managing a diverse, multiple level/discipline team
Pragmatic and process based approach to delivering support
Strong written, verbal, team interaction, and empathetic customer service skills
Strong leader with the ability to balance focus on both tactical & strategic approaches
Ability to analyze, organize and present complex data to appropriate stakeholders
Ability to interact/communicate appropriately with all levels including “C” Suite
Ability to translate business requirements & impact for IT staff and vice versa
Demonstrable history in Process Engineering, Service & Quality Improvement initiatives
Strong quality “right first time” approach and a customer experience ownership mindset
Logical thinker, able to define issues, collect appropriate data/facts and draw valid conclusions
Ability to write concise, clear support documentation (KCS knowledge preferred)
Ability to effectively present information to a diverse audience in a concise and direct manner
Knowledge/Experience of Microsoft Office 365, Citrix Virtual Desktop, Microsoft Service Center and Business Intelligence tools/software is a significant plus
Financial industry experience preferred

Senior Service Operations Engineer Resume Examples & Samples

Minimum 2 - 3 years of experience in ACM domain, where applicable
Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones,Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level
Product and Service knowledge in several of the following areas at intermediary and advanced levels
Recognized industry certifications such as MCSE, MCITP, CCNA/CCNP, RHSCA, AIX Advanced

Senior Manager Service Operations Resume Examples & Samples

More than 8 years experience as Team Lead / Manager
5 + Years managing Service Management teams
Experience implementing a CMDB in a Data Center environment
5+ Years in a Change Manager, Incident Manager, Problem Manager or CMDB role
Airline experience and/or ATI know-how
Degree in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work experience
MCP, Database Mgmt or Networking Certification
Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management, or equivalent experience required
ITIL Intermediate Certificate
6 Sigma Awareness (Green Belt an asset)

Specialist / Engineer Service Operations Resume Examples & Samples

Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
Ability to analyze, draw conclusions, and create solutions to customer's complex problems
Knowledge and ability to install and repair Desktop PCs, Office Printers, ATI Printers, Switches, Routers, Hubs, IP Phones, Servers, WAN connectivity equipment (Modems, ISDN), and Cabling - to component level
Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix
Carry out configuration tasks on Cisco LAN switches and routers (assign IP address, shut down interfaces, other interface level configuration)
Desktop services
Experience in Cloud administration desirable
Ability to organize the activity of a team and to take ownership of issues until resolution

Team Lead Service Operations Resume Examples & Samples

Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to have them up dated as required
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs
Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements
Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations
Report on the monthly performance of the team and provide feedback to the relevant management teams
Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations
Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into performance appraisal process
Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository
Minimum 3 - 5 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
Minimum 2 - 3 years experience in ACM domain, where applicable
Knowledge of ITIL and Service Management practices and procedures
High level of customer service orientation required
Ability to work under pressure and to deal with multiple tasks
Expert knowledge of ACM products and services and proprietary systems
Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification
Applicable vendor / technology intermediate level certification or equivalent work experience
Industry certifications such as MCSA, MCTS, CCNA, Linus/Oracle entry level, AIX Specialist
ITIL Foundation Certificate

Product & Service Operations IT Resume Examples & Samples

Production Operations: Management of production systems via dashboards and monitors. Participate (and lead) escalations that drive timely restoration of service
Project Innovation: Delivery of innovation that supports business requirements required to enable HP to expand its portfolio of products, services, and capabilities into the next generation of technology
Participates as a member of the Product & Service Operations IT team
Multiple areas of focus as described above (see “description”)
Drives both technical and process solutions based on business demands
Ensures availability and performance of systems are optimal
Works with business and development teams to design and deploy best in class solutions
Lead and drive necessary solutions – work across teams and organizations as required to drive necessary results
Strong computer science fundamentals: algorithms, data structures, operating systems, database systems, object oriented systems & design
Strong mathematical and statistical background, including the ability to create predictive models and correlations is a plus
Strong understanding of modern software development methodologies (Object Oriented)
0-2 years experience writing code using modern software languages (C#, Java, C/C++) -- Work on large scale projects with multiple developers is a plus
Understanding of software frameworks such as J2EE and .NET is a plus
Solid understanding of analytical problem solving and business management
Basic understanding of database administration and experience with modern databases (SQL Server, Oracle)
Process and detail oriented

Group Service Operations Analytics Leader Resume Examples & Samples

Data-driven operational process assessments
Develop and maintain a suite of analytics to drive operational excellence
Develop statistical models & methodologies to predict, quantify, and/or forecast various business metrics
Ensure and maintain data quality and reliability
Provide expertise and assistance in implementing model results in ongoing business processes
Identify and recommend new data sources that will maximize analytic output and Create customized reports with a team of analysts
Collaborate with IT, operation and business teams in implementing text and voice analytics in ongoing business processes
Develop report automation where needed
Ensure full and clear documentation of all processes
Work in a consultative role with various departments in creating effective information and analyses in order to optimize strategic objectives
Duties include associate development, mentoring to on- and off-shore technical professionals, project prioritization and the effective communication of findings to key stakeholders
Computer literate (MS Word, Power Point, Excel). Proven analytical skills, spreadsheet modeling and database development, strong experience with metrics and trending; predictive and data analytics
Knowledge of Humana’s internal policies, procedures and systems
Six Sigma Lean

IT Engineer Service Operations Resume Examples & Samples

Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
When required, act as the customer SPOC and co-ordinate the scheduling of interventions
Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA
Manage the replacement of faulty equipment through the use of spares
College degree in either Computer Science, Data Communications, Electrical Engineering OR 4+ year’s similar work experience
Experience of working in the Airport / Airline industry will be strongly preferred
Must have dealt directly with external customers delivering to SLAs
Experience of working at Customer locations
Understanding and the ability to install and configure servers and workstations (Microsoft/Thin Clients) including operating system software to component level
Knowledge of ITIL and Service Management practices and procedures is advantageous
Ability to support Cisco LAN/WAN equipment
Communicative English language (written and spoken) and fluent Greek language
Good interpersonal relationship skills

Senior IT Service Operations Resume Examples & Samples

Lead service improvement initiatives and activities to increase customer satisfaction. This includes development of strategic plans, influencing virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships
Service Improvement: Partner within Engineering organizations and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities
Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings
Supplier Management: build outstanding supplier relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams
Operations Management: Represent a number of services end-to-end when interacting with suppliers, stakeholders and customers
Define SLA’s/OLA’s and negotiate service agreement to include consistency with corporate and IT policies and expectations
Drive the teams to deliver on agreed service levels
Financial Management: Understand forecast and actuals for resource and project management as needed and course correct as necessary
Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective leadership and appropriate collaboration and delegation
Strong communication skills, great organizational agility, and strong planning skills
Ability to function well in a global team environment
Ability to think quickly, and perform analysis for data-driven discussions is needed in this role
Ability to drive constant innovation, improvement cycles and lean and six sigma principles while bringing constructive tension and challenger mindset
Ability to provide team leadership while instilling a culture of continuous innovation and challenging mindset across global organization
A BA/BS degree in Computer Science, MIS, Business or related field or equivalent work experience
10 years of hands on Sales and Distribution or Finance business process design and implementation or operations experience, focused on large scale enterprise level implementation of business capability in a high tech manufacturing and consumer business
Program management - Managing large internal projects, processes, service, and technology decisions
Strong communication and collaboration skills are a must
Success requires ability to build Customer and Partner relations with the various business streams
Ability to function well in a team environment
Demonstrate a history of making correct decisions under pressure
Ability to manage and lead vendor resources while contributing individually as well
Excellent understanding of Microsoft products, software lifecycle methodology and information systems development and support
Demonstrated track record in building organizational capability including people, process, and systems
Proven ability to take on complex systems and processes and drive simplifications and improvements
Solid understanding of Information Technology Infrastructure Library (ITIL) and Microsoft Operations Framework (MOF) guidelines

IT Service Operations Analyst Resume Examples & Samples

Develop problem solutions by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions; preparing system specifications; writing programs
Develop project estimates by identifying phases and elements, personnel requirements, and costs
Prepare reports by collecting, analyzing, and summarizing unitized services information
Effectively communicate with different business groups across Ernst & Young
Proactively identify opportunities for improvement and optimization in process functions (metrics gathering and reporting, global communication processes)
Anticipate problems before they occur; defines the problem or risk; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
Analytical skills and problem solving skills needed to manage multiple projects across various regions
Exceptional decision-making ability, balancing what is right with what is realistic
Expert to Proficient at Microsoft Office (Excel, PowerPoint, etc.)
Work experience with analytical tools and platforms such as Enterprise Miner, SAS & SQL Server
Work experience in a professional services delivery platform such as Service Now or Jira preferred
Work experience in a service delivery organization / firm preferred

Entry Level Service, Operations Resume Examples & Samples

Working directly with top brokerage houses (who act as our custodians)
Helping plan and coordinate complex client-focused events nationwide
Supporting our outside sales representatives in an administrative capacity
Producing detailed reporting and analysis for either our Private Client or Institutional groups

IT Service Operations Resume Examples & Samples

Report on performance against agreed support KPIs, providing supporting trend analysis and areas for improvement * Drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups
Ensuring support models developed by service management are aligned to Service Level Requirements. * Proactively contribute to the continual service improvement process, where services are underperforming, identifying service improvements and ensuring these are implemented
Managing performance of third party suppliers via regular review meetings
Support the Supply Chain business with escalations & on-boarding assessments * Relationship management and ownership/attendance of regular service review meetings with the various production groups and third party suppliers
Represent service team on broader servicing initiatives and provide project leadership where appropriate
Provide consolidated communication by updating the organization and key stakeholders on service status and progression
3 to 4+ years of IT/ Service Operations
The ability to understand and communicate technical problems to key stakeholders and executives The ability to summarize technical issues in writing to internal stakeholders and partners, as well as to external customers
A minimum of 3 to 4 years of software program or project management experience
Previous experience with SAP or BizTalk is not required - but a bonus

VP, Service Operations Resume Examples & Samples

Ensures that customer complaints are responded to in a timely manner and properly documented
Ensures that customer service requests are responded to timely and thoroughly to the standards and procedures in place and that these service requests are properly documented
Ensures that all employee training is complete and that records adhere to training record procedures
Ensures that key performance indicators are measured and that periodic operating reviews are performed where said indicators are reviewed and necessary root cause and countermeasure activities are performed as appropriate such that targeted business objectives are met or achieved
Ensure that stretch growth targets are developed in cooperation with our Business Units and that complaint growth reduction targets are achieved
Ensure that the Service team is held accountable, recognized for results, and developed to its fullest potential
Bachelor’s Degree in Business or Science
Minimum 12+ years of experience leading Service, Sales or Customer Service in both a B2B environment, as well as a Service market
Proven experiences in measuring and improving customer satisfaction
Strong Financial Acumen
Ability to build relationships and influence across functionality; coordinating and leading operational reviews and reporting to senior executive levels within the company and corporation
DHR leadership experience is a plus
Selling experience is a plus in support of growing our Service business
Commercial & contractual management skills

100

Specialist, Service Operations Center Resume Examples & Samples

Works as part of a cross-functional team in a 24x7x365 environment to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals. Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors such as power and telco companies, as well as second tier organizations within T-Mobile
Intermediate level knowledge of telecommunications networks. Applies acquired job skills and company policies and procedures to complete assigned tasks
Related technical military training or equivalent work experience

101

Specialist / Engineer Service Operations Resume Examples & Samples

Minimal 4-5 years of operational experience supporting mission critical systems
Have proven expertise in administering relational databases such as MySQL or MS SQL is a must
Strong scripting skills (wscript, bash, perl, batch, vbscript, html)
Experience in maintaining a J2EE platform, especially BEA WebLogic administration is a plus

102

Citibank Berhad Kl-branch Service Operations Analyst Resume Examples & Samples

Able to be decisive in high-pressured environments
Strong analytical skills with the ability to analyze data draw conclusions and implement corrective actions
Strong interpersonal skills, able to deal with people at all levels
Self motivated with high degree of integrity, drive and enthusiasm
Has knowledge of systems & technologies in Call Center operations will be an added advantage

103

Service Operations Functional Lead Resume Examples & Samples

Supervises employees engaged in providing information system solutions and technical support in one or more functional areas including personal computer/client server support; systems programming; applications design and development; database design and administration; information security; telecommunications and network support and administration
Supervises non-exempt technicians as well as exempt professionals
Develops schedules and assigns work to meet critical customer deadlines
May also perform complex IT tasks

104

IT Service Operations Resume Examples & Samples

Contribute to practice of customer satisfaction through continued evaluation and modification of key performance delivery indicators (KPIs): o Proactive versus reactive services ratios, delivery quality scores, non-actionable incident ratios, service request vs. incident ratios, accurate performance metrics recording, line support ratio, incident lifecycle consequences, aged/idle/minutes per incident and days to solution ratios, contracting and billing process adherence, customer satisfaction survey results and action plans
Promote service delivery planning opportunities in onboarding by Service Managers by enabling Service Managers to assess delivery requirements with opportunities identified by service owners
Lead integration of WWISDM tools requirements into all ISRM tools, through coordination of requirement documentation, review and UAT signoff
Identify and help remove operate process roadblocks both internal and external through escalation, scoping, feedback and coaching
Collaborate with the GPO to enforce adherence to ISRM process, and refine the process when necessary Business: Delivery Excellence
Enable continued service improvement, renewal, and growth by supporting service delivery planning, provisioning and measurement to ensure high quality support services that improve customer’s IT experience
Work with finance personnel to ensure that service is being delivered within parameters as specified by the contract
Establish and cultivate business relationships with key support partners within WWISDM organization, as well as across IT
Resolve all escalated issues, proactive and reactive within support practice operations
Deliver and operate scalable KB and Training processes that enable Delivery execution at peak efficiency Management
Support and enable professional development planning and execution through training including, but not limited to RoleGuide assessments and role based training plans
Improve WHI results YOY, reward, recognize and manage internal and external organizational changes
Ensure team members execute effectively, collaborating appropriately, and deliver a positive impact on the organization
Leadership Publish a mission and vision for the team that aligns to the SMD/SDO mission and vision
Clearly articulates the alignment to SMD/SDO and WWISDM mission, goals and strategies helping the team understand the value the team brings to the continued success of MSIT support services
Communicates business, customer and partner realities across Microsoft IT
Demonstrates sound judgment in challenging vendor and employee situations
Acts as a role model and encourages continuous employee and organizational improvement
Customer and Partner
SSPMs support, coach, and enable Delivery Management to effectively Deliver Excellence through underpinning readiness activities (assisting with delivery plans, and driving readiness, training, process quality, tooling etc.) and behaviors
SSPMs take ownership of and resolve issues regarding onboarding and readiness, including escalations as necessary, while respecting the Service Manager’s overall customer relationship for support services and the WWISDM team’s overall customer relationship with Service Owners
SSPMs enable Service Managers and Delivery Managers by providing high quality data in contribution to Services Delivery Plans (SDPs), Quality and Process Improvement Plans (QPIPs), and Tooling Plans
This position requires strong communication skills, great organizational agility, and strong planning skills
Candidates must function well in a global team environment and be capable of driving change
Candidates need to be organized with a proven ability to make the correct decisions under pressure, provide effective influence, impact and collaboration both internal and external, and create an environment of motivation, passion and drive for excellence
Critical thinking and problem solving skills are required
The ability to think quickly, and perform analysis for data-driven discussions is needed in this role

105

Specialist / Engineer Service Operations Resume Examples & Samples

At least 3 to 5 years of experience with Cisco router and switches, Nexus switches, Juniper SRX, Riverbed Steelheads, Huawei routers and switches, F5 Big IP, Cisco ACE, Citrix Netscaler. Also, experience in Firewall products such as Cisco ASA, Fortinet, Juniper
At least 3-5 years exposure in incident and firewall management
Experience operational role in a 24-7 organization is an asset

106

Senior Engineer Service Operations Resume Examples & Samples

Experience within the Telecoms field is essential
Experience in Network Management and Service Management models essential; specifically, ITIL and FCAPS
Member of a relevant professional body advantageous (e.g. British Computer Society, IT Service Management Forum, etc)
Knowledge of telecoms services in an Enterprise and service provider environment; airport services experience advantageous
Knowledge of telecom products and suppliers; Cisco Call Manager, Unity and UCCX essential and Ericsson beneficial
Technical knowledge on Cisco IP Telephony/ Networking including VoIP, Dial Plans
Able to interact professionally in a team environment and communicate with customers at all levels from users to senior business sponsors/Project Board members
Demonstrate good leadership skills and balance business/ team/ individual requirements
Possess attention to detail to produce quality output
Demonstrate good customer facing skills and communications at all levels
Ability to assimilate new concepts and information to make effective decisions
Exhibit professional integrity at all times, especially when dealing with sensitive security issues
Be self-motivated to enable independent working but also work well within a team

107

Service Operations Technician Resume Examples & Samples

Provides technical support to customers on operational or maintenance aspects of system equipment
Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures using established procedures
Determines most cost effective repair/resolution to minimize customer downtime
Prepares reports for analysis of product failure trends and service ability issues. Is a skilled worker with a number of coordinating tasks
Gives support in field service process renewal
Ensure assignments are carried out in a professional way according to quality requirements and are finished in time

108

B-associate Service Operations & Control Engineer Resume Examples & Samples

Acquiring a deep understanding of WSE (Wall Street English) platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others
Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact
Providing WSE application upgrade service and assistance to internal and external customers
Providing server configuration and rebuild assistance to internal and external customers
Working with various teams to prepare for supporting new and/or highly integrated products and platforms
Documenting and communicating issue resolutions and instructions in clear concise language for international customers and business partners
3-5 years experience, BS in computer science or other technical discipline
Experience with SQL query and understanding of relational database concepts
Strong knowledge IIS version 6 and up
SQL server 2005 and up
RDP, VPN and FTP knowledge
Ability to document and communicate issue resolutions and instructions in clear concise language for international customers and business partners
Experience with documentation of complex issues, processes, and procedures
Strong analytical and problem-solving skills with ability to think outside the box
Ability to understand and clearly explain technical issues to both technical and non-technical audiences
Knowledge of various computer systems (tools, services, software, etc.)

109

Manager, Service Operations Resume Examples & Samples

Provides strategy, governance and oversight of the change management process to ensure alignment with organizational priorities and with service and operational excellence objectives
Chairs the IT Change Advisory Board. Ensure proposed enterprise IT changes are understood, communicated and potential risks to business operations are properly mitigated
Develop, implement, and maintain internal change management policies, procedures and associated training plans
Manage and provide guidance to junior members of the change management team
Monitors the day-to-day use of and compliance with standardized methods and procedures for change management
Ensure change artifacts are complete and meet process requirements and standards
Manages policies, standards and governance and ensures process integrity
Manages critical success factors (CSFs) and key performance indicators (KPIs)
Ensures organizational understanding and adoption of process activities
Plans and implements process best practices
Develops processes for managing conflicts between different change activities
Promotes a culture of process collaboration
Breaks down strong silo or functional mindsets
Represents IT processes to business clients
Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications
Generate strategies for enhancing operational efficiency and effectiveness as well as ways to improve productivity across functional areas within the process area
Responsible for the overall Demand, Budget & Resource management for process under the area of responsibility
Bachelor degree, preferably in Information Technology, Computer Science or Computer Engineering
Solid knowledge and understanding of information technology architecture and strategy, including operating systems, end-user computing tools, hardware, application software, configuration, network and mainframe communications
Demonstrated management or leadership experience
Extensive knowledge and understanding of change, configuration, and release management processes within the ITIL framework. This includes technology enablement and automation, process governance, measurement and audit, and continual process improvement
Solid knowledge and understanding of IT service management (ITSM/ITIL), including service delivery lifecycle
Knowledge of ServiceNow
Strong problem solving and troubleshooting skills with the ability to exercise mature judgement
ITIL Intermediate Certification in Service Operations and Service Transition
Experience with Service Operations in a global, multi-sourced environment

110

IT Service Operations Mgr Americas Resume Examples & Samples

Service Design and Continuous Improvement -Plan and manage Service Catalog for Power Solutions working closely with the regional and Global IT delivery organizations, Corporate IT Service providers and 3rd party Managed Service providers. Continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost position
Service management - Ensure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Ensure proper monitors and reports on service levels are in place
Operations Management - Ensure Service Operation activities are supporting PS IT Functional Departments and PS Functional groups. For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable manner and to work to maintain focus on delivering all aspects of service catalog
Incident Management – Act as the regional incident response manager for critical IT incidents when they occur. Coordinate across IT teams during critical incidents to restore normal IT operations as quickly as possible and minimize the adverse impact on global business operations. Lead communications between IT and our business partners during critical IT incidents. Work with peers across regions to ensure proper hand-off’s when needed as part of a follow-the-sun incident response model
Problem Management: Lead and/or contribute to problem management activities (8D) following critical incidents to ensure the root cause is known, documented, communicated and proper corrective actions are established to mitigate the risk of the incident reoccurring
Change Management:Act as the regional PS IT representative to the enterprise IT Change Advisory Board. Ensure proposed enterprise IT changes are understood, communicated and potential risks to business operations are properly mitigated. Ensure change management is followed within PS IT
Performance Management- Ensure all service providers and Managed Service solutions achieve performance goals. Ensure scorecards/measures are in place for all providers and monitor compliance
Demand Management– Responsible for understanding, anticipating and influencing customer demand for services. Works with PS IT Service Operation and Service Transition management to ensure that the internal and external service providers have sufficient capacity to meet the required demand. Identify key strategic business and functional requirements from the Global and regional PS organizations
Collaboration- Works closely with IT management peers to ensure customer needs are being addressed, solutions are complete and not compromised because of functional boundaries and/or the capabilities of the technical architecture
BS Degree in Business, Engineering or Information Technology. MS Degree or MBA preferred
8+ years experience in managing groups, projects and strategic planning
Lean and/or six sigma certified
Ability to work in a matrixed organization and across geographical and organizational boundaries
Results oriented with a “do what it takes” attitude
Experience supporting manufacturing and engineering organizations
Proactively manages customers expectations
Demonstrated project leadership skills with a proven track record of success
Willingness to travel to support job responsibilities as required

111

Specialist / Engineer Service Operations Resume Examples & Samples

Groups and Permissions for Accessing Server
Maintenance of Standard Software Configuration for Workstations
Manage the day-to-day delivery
System Operation
Recovery of data files
Monitor server for storage capacity
Implement solutions at the systems and subsystem level
Maintenance of Software on the Servers
Install OS/NOS within existing account
Support Level 2 Airport Operations with the implementation of new Airport Operations customers and connections, ensuring that all the necessary checklists and actions have been completed successfully
Experience in management of 50+ servers farm
Advanced knowledge DNS/WINS/DHCP, Files & Print Sharing, DFS, Quotas and File screening and shadow copy
Good knowledge in Backup Management, mainly Backup Exec, Ultraback
Good knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
Conversant with Utilities/Programs
MCSE 2003
MCITP: Enterprise Administrator

112

Principal IT Service Operations Resume Examples & Samples

Proactively identify issues/problems in the IT service and application portfolios, driving them to their resolution
Develop and implement data-driven process improvement initiatives across the organization
Contribute to the design of the Incident Management process, data modeling and reporting, policies, and procedures
Ensure accuracy regarding proper prioritization, planning, and execution of all incident tickets
Provide training, coaching and guidance to internal teams, growing best practices throughout the organization
Run small to medium size efficiency projects (Six Sigma or other) within the team cutting across multiple technical silos
Assemble monthly service review presentations and business management communications
5 years of experience with Incident Management and the ability to demonstrate an in-depth knowledge of Incident Management processes in a dynamic service environment
Demonstrated ability to analyze data, tell the data story and drive improvement opportunities
Lead and drive complex projects with multiple work streams spanning different businesses and disciplines
Lead Strategic Planning to grow revenue and meet productivity targets
Ability to deliver innovative improvement plans that focus on maturing the service and lowering costs
Ability to articulate recommendations at all level
Developing strategic plans to create a high quality and unique experience
Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS), and On-Premises Software and Services
Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
Willingness to make “big bets” and the ability to articulate the rationale behind the “bet”
Outstanding communication skills, both written and verbal, and very strong interpersonal skills
Ability to work independently or with a team and multi-task in a fast-paced environment
Strong analytical skills using MS Excel or equivalent database tools
Ability to problem solve, troubleshoot, and conduct root cause triage
Technologies - SQL, Web, Windows
Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
Use of query and report generating logic or MS Excel experience for data research and analysis
Bachelor’s degree in technical field or related discipline
Background in developing scripts and/or applications? Familiarity with Power BI and other BI tools

113

Service Operations Frontline Leader Resume Examples & Samples

Assist and oversee operations and human capital for the operations department in Medicaid Long Term Care in Florida
Achieve performance metrics for a fast paced LTC operations environment
Reviews reports and metrics and identifies performance improvement opportunities
Develop team members and assist in creating department process flows
Report trends and implement appropriate actions to control trends
Develop system-view recommendations
Ensure compliance with regulatory requirements for the operations department
Ensures internal reports and government reports are prepared timely and audited for accuracy
Provide support for responding to government request through data gathering, coordinating, and preparing responses
Understands the contractual requirements and regulatory environment as it relates to the Florida Medicaid LTC Program
Interprets Florida Medicaid policy and uses that knowledge to support operations
Collaborates with IT and other teams on existing requirements and to develop new requirements for system enhancements, implementation, and integration
Works with process teams to recognizes when existing processes are broken or not optimal and identifies the necessary changes to correct the processes, and monitors implementation
Prior leadership experience in a long term care industry
Proficiency in analyzing and interpreting trends
Ability to read and comprehend work-related documents & instructions
Ability to communicate information and ideas in speaking and writing so others will understand
Able to apply common sense understanding to carry out general rules to specific problems to produce answers that make sense and combine pieces of information to form general rules or conclusions
Basic knowledge of Microsoft Office applications (Outlook, Excel and PowerPoint
Experienced analyzing different data
Progressive experience in the Medicaid long term care industry, with emphasis with leading and managing teams

114

Manager, IT Service Operations Resume Examples & Samples

Plans, conducts, and coordinates the development, design and optimization of information technology and systems functions supporting business processes and systems platforms in areas such as Web Development, Infrastructure, systems Architecture/Integration, IT Security, and application development of corporate systems, supply chain, POS, ERP and Business Intelligence
Work with customers and users to identify services, service level requirements, negotiate the service level to be provided, document service level agreements, define service quality metrics, monitor and report performance, and adjust service level agreements as needed
Support ITIL service operations and transitions activities, including incident management, problem management, request fulfillment, change management, and configuration management
Help articulate and execute a strategy for service management-related communications
Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools; understanding and effective use of key performance indicators for managing service delivery; and the design and provisioning of self-service, ad-hoc, and standardized reports for management support, and operational and strategic planning
Act as a guide and mentor for technology staff in the understanding and application of ITSM processes
Monitor Servicedesk/Helpdesk system to ensure proper workflow of incident tickets
Review customer requests to ensure that appropriate resources are assigned
Provide escalation when client issues have not been addressed appropriately
Supervise Tier 1 & Tier 2 support teams to properly work and document tickets & projects
Oversees the daily work activities and operations of a team offering feedback, coaching and development of effective team dynamics
Assists with the acquisition and retention of talent, performance management, and other associate interactions
Manage vendor services--Participating in the definition of solution scope and requirements
Participation in vendor selection and may participate in vendor status meetings
Work closely with Director of IT in defining and improving service delivery processes and flows
Coordinate equipment and software repairs with vendors as needed
Driving operational performance with the IT vendors
Relationship management with the IT vendors
Help maintain accurate inventories and assist in ordering equipment as directed
Perform daily helpdesk statistics to assist business entities on measuring customer satisfaction
Bachelor’s degree - preferably in Computer Science or related field or equivalent experience
Typically requires minimum of 8 + years of related experiences, including some people management experience
Broad knowledge of internal auditing standards & requirements
Strong oral communication, business writing, presentation, and facilitation skills
Strength in presentation, communication and influencing skills required for both technical and non-technical audiences
Able to recognize the need for, and handle, conflict resolution within their area, and intercede as needed
ITIL Certification Preferred

115

Service Operations Resume Examples & Samples

At least 3 years experience in a "core" Business Analyst role
Prior experience with Service Operations Systems in a call center, financial services, or health insurance industry
Must have worked directly with end users and/or business decision makers and not through IT intermediaries. Comfortable asking tough questions in a small and large audience
Experience gathering requirements for a Salesforce-based system highly desired

116

Manager Global Service Operations Resume Examples & Samples

Must have a minimum of 10 years IT professional experience with at least 5 years experience as a leader of direct reports
Minimum 5 years successful experience and passion for leading teams of direct reports to perform at high levels
Proven ability to lead technical colleagues in deep technical troubleshooting discussions, while understanding the business impact, and being able to succinctly summarize the essence of a problem and its impact in both verbal and written forms
Experience leading major incident recoveries, troubleshooting activities through technical and application management experts
Comfortable interacting with senior leaders in pressure situations such as occurring during major incidents
Strong ITIL background, training and experience, especially in the Service Operations processes of: Event Management, Incident Management, and Problem Management
Experience working effectively in complex global organizational structures
Experience working in or leading a Security Operations Center
LI-MAC

117

Service Operations Analyst Resume Examples & Samples

Must be a U.S. Citizen or a U.S. Permanent Resident
At least 3 - 5 years’ experience in Customer Service
Ability to learn and adapt to change as this job is NOT routine
OpenUPTIME software knowledge & experience, or other service CRM
Knowledge of MVS (Multi-Vendor Support) System processes and scheduling
Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
Friendly, professional demeanor and ability to excel in a team oriented environment
Proficient in Sql or Visual Basic
Advanced Visio skills
Experience with Oracle databases and applications
Experience with the Gage System

118

Specialist / Engineer Service Operations Resume Examples & Samples

Escalation with management and suppliers
Customer advisories
Continual service improvement of monitoring and incident management procedures
IT systems helpdesk or systems administrator
Knowledge of complex IT/Network systems
Ability to work with International teams and customer
2-3 years of experience in above mentioned activities
Teamwork: Demonstrates a strong desire to see the team achieve its agreed goals
Degree in IT or Business, or equivalent

119

Service Operations Resume Examples & Samples

Acting as a point of contact for the business supporting a number of business-critical services and applications
Prioritising and resolving day-to-day systems issues and client requests
Effectively managing client expectations and escalating where appropriate
Comfortable to work in 24*7 Environment
Involvement in a weekly/monthly patching activities and business-driven enhancements
Assisting with process improvements, systems integration and BCP efforts
Building and maintaining strong relationships with the business
Identifying areas for Automation and developing tools/scripts to reduce Manual Tasks
Familiar with SQL programming, UNIX commands/scripting any language (VB, JAVA, Dot Net etc.)
Good Understanding of ITIL Processes
Pro-actively understanding and resolving technical issues
Ability to work effectively under pressure to provide timely and accurate solutions to system problems
Strong interpersonal skills and the ability to work independently as well as a team player
Prior knowledge of Oracle, UNIX and Remedy is preferred
1-2 years of relevant experience

120

Service Operations Specialist Resume Examples & Samples

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
When/where required, perform assigned tasks on 24 x 7 shifts basis
1-3 years of experience on an IT site working with Unix and Linux Systems
1-3 years of experience/knowledge on Network communication standards, protocols and equipment
Airport Services
Network Services
Customer specific services and solutions (for dedicated support)
Demonstrated maturity in handling complex customer issues and demandingstomers
Recognized industry certifications at beginner level

121

Director, RX Service & Operations Resume Examples & Samples

Lead for all Large Account and Health Systems activity related to RX. Responsible for maintaining a funnel of activity including targeted new opportunities as well as new RX opportunities with existing customers. Ensures and monitors large customer RX profitability while continuing to offer Generic solutions to existing customers. Maintains strong relationships with the Large account and Health systems sales teams and the customers
Ensure that our RX service offering remains differentiated from the competition. Also ensure that our total RX offering is provided as an RX solution
Oversees organizational preparation around regulatory needs including Serialization
Maintains strong connectivity with the marketing team and ensures that our RX goals and objectives are supported. Ensures that all RX launches and marketing efforts are well planned and executed
Maintains strong connectivity with the Field sales organization in Primary Care
Strong business and financial Acumen
Strong people leadership skills managing teams in different locations
Manage multiple projects requiring frequent communication, organization, time management, and problem solving
Marketing analytics and supply chain project management
Planning, cost reduction, and contract negotiations
Ability to translate strategic vision into tactical plans and influence adoption of prescribed actions
Strong interpersonal and influential skills; ability to interact at various levels of the organization
Building strategic relationships with suppliers
RX Injectable experience
Clear understanding of the RX wholesale model as it relates to the balance of Generics and Branded pricing in the market place
Influencing, Presentation, Relationship Management
Leadership in a matrix organization with the ability to communicate ideas to stakeholders and senior decision-makers
Visionary thinking to generate alternatives and innovative solutions; creation of risk/benefit analysis on formulated ideas

122

Specialist, Service Operations Center Resume Examples & Samples

Intermediate level Understanding of SS7 signaling and concepts
Intermediate level Knowledge of basic cell site topology, basic RF principles and system architecture
3+ years GSM/UMTS/Wireless/telecomm system infrastructure experience in operations and support
High School Diploma/GED
Two-year vocational degree in a technical discipline

123

Senior Engineer Service Operations Resume Examples & Samples

Minimum 3-5 years experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs
Ability to support, troubleshoot, analyze and investigate on proprietary systems
Ability to troubleshoot LAN topologies based on TCP/IP, IPX/SPX, and NetBIOS networks using basic commands such as PING and TRACEROUTE
Expert knowledge of SITA products such as ASL, services and proprietary systems
Knowledge of Airline and CAA customers use of ACM applications

124

Director, Capital Service Operations Resume Examples & Samples

Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives
Manages individuals and teams associated with the various business, program and planning functions of the capital technology franchises
Maintains effective working relationships to seamlessly integrate the program area into the overall strategic objectives and activities of the capital service organization
Ensures the quality policy/system is planned, understood, implemented and maintained by ensuring compliance within the department and, in partnership, throughout the service organization
Demonstrates leadership in communicating service oriented business goals, programs and processes
A Bachelor’s Degree in Business, or Biological Sciences with a business emphasis, related field or equivalent
A minimum of ten (10) years of demonstrated experience at a supervisory/managerial level
Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets
Demonstrated ability to forecast major milestones; must be adept at delegation, follow-up, and team building in a matrixed organization
Demonstrated ability to understand and comply with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks
Proficient personal computer skills including spreadsheet skills, word processing, database management, and other relevant applications
Experience working in a broader enterprise/cross division business unit model preferred
Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
Ability to work effectively within a team in a fast-paced changing environment
Multi-tasks, prioritizes and meets deadlines in timely manner
Ability to travel up to 25%, including internationally
Experience in a hospital lab setting; Cardiology, electro-physiology, or working with Implantable Cardiac Defibrillators (ICDs), pacemakers, or cardiac electro-physiology procedures a plus

125

VP Service Operations Resume Examples & Samples

1Provide oversight in establishing processes and protocols that ensure the smooth and effective delivery of HMH Services. Create & build operations organizational structure, monitor daily operations and identify opportunities for change. Optimize organizational structure and processes based on changes in ongoing business needs. Develop escalation process with internal and external customer needs as top priority %
2Manage team responsible for all services logistics and scheduling efforts consistent with achieving revenue and customer satisfaction targets. Oversee merger of multiple legacy systems and processes into single best practice approach for managing scheduling of team members across Services organization. %
3 Creation and reporting of KPI measures and metrics across the Services Organization. Provide input to management around metric analysis. Ensure systems enable easy and practical reporting abilities. Assess financial and operational impact of systems, initiatives and processes. %
4 Talent Management
Build, manage, and develop a strong team to drive operational performance
Communicate key messages to employees
Train, delegate, coach/counsel, and evaluate direct reports
In collaboration with Enablement group, support the implementation of best-practices for consultant delivery, and monitor services delivery quality, demand planning, consultant capacity / knowledge, and other consultant performance metrics. Create and lead culture of continuous improvement, identifying and implementing process improvements and metrics to meet customer expectations Develop methodology for contingent labor to support operations and logistics peak period
5Cultivate relationships with counterparts in HMH Services, Sales and Global Supply Chain groups, and coach team to do the same. Build team in a way that supports an overall Services Group transition from legacy groups to a new, integrated model. Interface directly with internal customers/stakeholders, external customers and vendors as needed to support business
6Other responsibilities as assigned
Bachelor’s degree in job-related discipline; advanced degree highly desirable
Experience in sales and/or implementation of products/programs
Solid communication skills – written and oral
Experiencing with SalesForce or enterprise CRM system Prior experience in K-12 education not required, but a plus

126

Head of Technology Service Operations Resume Examples & Samples

Significant and proven experience in a leadership role and in managing senior vendor/partner relationships
Strong team leader, able to work in virtual, global teams in a matrix organization, transfer knowledge and develop capability of team members
Excellent relationship management, communication, influencing and presentation skills
Critical thinker, solutions oriented and highly motivated to identify, develop and drive strategy
Self-starter, highly flexible and skilled in meeting deadlines in a high-pressure environment
Excellent communication skills, clear and concise, fluent in English (written and spoken)
Strong business planning skills, including analytical, problem solving, financial management, and strategic agility
Experience with process improvement projects including identifying process gaps, developing strategies for solutions, and enabling change within a department(s) and across the enterprise with a focus on risk and controls
Ability to work in a fast-paced business environment
Willing to make tough/unpopular decisions, but respected by internal and external business leaders
Excellent interpersonal skills and confidence to interface with global teams, and individuals at all levels
Results-oriented team player with a passion for excellence and a commitment to customer satisfaction
10+ years of eDiscovery or Litigation Support experience in a management role
3-5 years of financial services industry experience, familiarity with banking systems, products and terminology
Proven experience in developing and leading the execution of strategic responses to legal and regulatory inquiries
Prior experience of transforming eDiscovery function in a large organization
General understanding of the Federal Rules of Civil Procedure
Familiarity with data privacy and cross-border data regulations and issues
Experience with litigation support vendors and consultants
Familiarity with legal hold/preservation of data and collection workflow policies, processes, and automated software solution(s)
Experience and/or familiarity with enterprise information technology and various forms of electronically stored information (ESI)
Understanding of latest eDiscovery trends, tools, and systems in the market
Familiarity with eDiscovery technology-assisted review products
Prior experience in an eDiscovery client service role
Access to a wide eDiscovery external network
Experience with IBM Atlas tools a plus
ACEDS certification, or willing to become certified within 12 months of employment (Bank sponsored)

127

Team Manager Service Operations Resume Examples & Samples

To own the customer relationship through a team of team members
To demonstrate good knowledge of BT products and processes across functions and their customer base
To build and maintain internal relationships across own organisation and, where appropriate, the wider unit
May be involved in providing information at a local level with trade unions
To demonstrate awareness of BT’s strategy and good knowledge of unit strategy
To act as coach on a range of products and techniques for dealing with customer issues at each stage of the customer interaction
To ensure compliance targets are met for own team and to meet people related targets
To communicate operational plans as it applies to the team, report on productivity and other measures as required
To act as the first escalation point for customer complaints and retain ownership until resolution
To be responsible for resource planning and capability matching within their team
To own and develop the Customer Relationship with their designated customer-base and to deliver excellent customer satisfaction
To own the customer relationship at "peer level" or higher within the customer organisation,
To manage Service Delivery and Reporting, as well as to build and enhance a mutually beneficial relationship
To meet all people management related targets
In most cases, requires experience as a line manager in a service / billing environment, excellent coaching skills and experience of dealing with performance issues
Good knowledge of product area; what it is, does and how it is delivered to the customer, also how it fits with other products
Could require a significant level of customer business awareness and a thorough understanding of products appropriate to the customer base, billing / credit management
Customer management skills
Good IT / Communication competencies in one or more field, to provide the necessary guidance and input during customer service impacting issues
Ability to represent the unit with local trades unions

128

Dir, Service Operations Resume Examples & Samples

5+ years’ experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development
Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
Proven strong leadership skills managing large high performance teams
Experienced working with vendors

129

Director, CT Service Operations Resume Examples & Samples

Provides advanced remote and on-site technical support for assigned CT products
Leads Service New Product Introduction process in support of product launches
Develops curriculum and conducts training for global service partners
Provides project management and technical support for new product installations
Works with global Operations to develop spare parts plans to ensure appropriate levels of stock are maintained
Interfaces with Engineering, Operations and Product Management functions to drive serviceability and reliability requirements into product roadmap. Works with R&D to ensure service tools, methods and manuals are developed and verified
Collaborates with Quality and Regulatory departments to resolve customer complaints
Manages customer surveys to gauge key performance metrics
Associate’s or Bachelor’s degree in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or related field and 5+ years of experience servicing medical imaging equipment
Experience troubleshooting and repairing medical imaging equipment preferably CT and/or MR
Prior Service training experience a plus
Ability to travel up to 50% (global)

130

Director, Field Service Operations Resume Examples & Samples

Manage and oversee the day-to-day operation and administration of the District Service Managers and their service teams in your assigned zone
Drive business results and manage customer relationships within your area of responsibility
Provide leadership in order to achieve revenue and margin targets, customer loyalty, world-class service and employee satisfaction
Drive improvements in customer satisfaction by leveraging customer feedback programs and direct customer engagement to accelerate the implementation of effective solutions
Improve profitability of the services business by maximizing revenue and managing labor and material expense
Accountable for positive leadership of direct reports including on-going direction, coaching and career development Lead and cultivate a culture of Hologic values and integrity and drive customer loyalty
Own operational processes (PM Compliance, Overtime Management, SR Process compliance) and any other processes required to run your business
Maintain on-going, cross-functional communication in order to ensure that there is adequate liaison with Product Sales/ Marketing, National Accounts, National Service Support on key customer issues
Provide targeted solutions and negotiate contracts to a win-win position for customer opportunities within accounts of assigned responsibility
Work closely with National Accounts managing GPO/IDN customer account relationships and attending quarterly business meetings
Promote a safe working environment and ensure compliance with applicable Quality Management System and Regulatory policies and procedures
Ability to develop and implement strategic initiatives to generate growth in revenue. Can create competitive strategies and plans
Proven business savvy with strategic thinking and planning skills and experience in managing P/L business
Proven leadership and ability to orchestrate resources and motivate teams
The ability to effectively handle multiple and conflicting high-level business problems simultaneously under time constraints
Proven ability to effectively communicate across a distributed workforce and with customers
10+ years of Field Service Management experience
Excellent communication skills, both written and oral, including the ability to deal with customer issues of critical importance, in a sensitive but effective manner. Able to work with a minimum of supervision, able to prioritize and execute complex scheduling tasks in a multi-tasking, interrupt driven environment

131

Service Operations Developer Resume Examples & Samples

Develop and maintain end user databases to capture Service Operation systems and external systems/data information in a relational format
Source, organize, maintain, and summarize data through the development of structured databases, processes and innovative tools
Collaborate with internal partners to understand business needs, map existing processes, identify gaps, define requirements, utilize DBS tools and develop technical solutions
Investigate issues/bugs in various system conditions, report processes and output, identify root causes, and implement solutions
Respond to ad hoc data requests and conduct analysis to provide valuable insights to customers and internal partner groups
Develop ERP system reports and data analysis utilizing BI tools, SQL and MS Access
Develop interactive databases designed to improve processes and eliminate waste for multi-users
Plan, develop, administer and execute specific process improvement projects, including training those who will use the functionality
Develop specifications, code, test and debug all Service Operations applications including SQL, ERP, CISCO and MS Access programs
Prepare standard work documents on using developed reports and programs
Assist in establishing standard operating procedures to support business initiatives
Prefer four-year undergraduate degree in information systems, computer science, business, or equivalent experience
Expert level skills with MS Access, Visual Basic and SQL
MSOffice, SQL, Oracle, CISCO
BI knowledge
Excellent interpersonal and communications skills (written/verbal)
Strong analytical, problem-identification and process analysis skills to aid in identifying opportunities for service
This position will have a direct impact on Customer and data analysis by improving reporting and data collection efficiencies for the entire service organization
The scope of this position will drive continuous improvements, eliminate waste, identify process gaps, and manage reporting methods. They will be the key contributor in allowing the Support Center to improve processes, support employee management and quality control

132

IT Service Operations Analyst Resume Examples & Samples

Monitor and progress escalations for help within the Service Operations Team’s ‘human intervention required’ queue, for those services where you have a proven competence
Investigate escalations for help via the portal’s web chat and via Skype for Business video, or indeed meetings in person, with effective communication and investigation capabilities
Every ‘human intervention’ is to be treated as a bug, therefore once the escalation is resolved either update an existing bug record or create a new one, and make recommendations as to how to resolve the need for human intervention in future and then, if approved, drive that change through e.g. via technical skills and/or via collaboration with technical colleagues
Document / illustrate / video your knowhow for the benefit of others (end users for when the need can be self-serviced, and for the benefit of IT people for when human intervention is required but it can be standardised / knowhow can be improved)
MS Servers
Win 7
Guidance-creation skills (whether written or via recording video), with the ability to translate technical issues in a customer-friendly way
Proven customer service skills and experience of dealing and resolving difficult customer issues
High IT-literacy, by which we mean that if you’re given a new application and an understanding of what the software is designed to achieve, you could work it out for yourself how to use it
A mindset that finds a way of developing self-help within the user community and root cause correction to eradicate contacts to the Service Operations Support team
SCCM and AD
HP Server

133

Service Operations Specialist Resume Examples & Samples

Proactive monitoring of systems, networks and applications
Remedial actions on incidents
Coordination with support teams
Internal incident notifications
Participation in post-incident debriefs
Incident management utilizing ITIL compliant tools and best practice
2-3 years of the following experience
Ability to troubleshoot LAN topologies based on TCP/IP using basic commands such as Ping and Traceroute
Commitment to excellence: Have passion for succeeding in assigned tasks and to produce work of the highest quality even under pressure. Is responsible and can be relied upon
Communication: Communicate effectively verbally, in writing or via presentation by putting information accurately, concisely and in a timely manner
Customer Orientation: Is focused on what is best for the customer, always lets customers’ needs, drive actions and decisions
Experience of working within an international, multi-cultural organization and with customers based on mutual respect, trust and professional competence
Independent: Able to work under minimal supervision by demonstrating an organizational perspective
Self-Learning: Actively works to continuously improve and grow, able work on own initiative
ITIL Foundation Certificate – Desirable

134

Service Operations Internship Resume Examples & Samples

Conduct studies and propose improvements to the overall process flow and information requirements based on Lean Manufacturing principles
Create and utilize data analysis to support service operations team
Perform time studies and develop time standards
Create and update documentation for standard of work
Evaluate communication and information flow within office operations
Create process documentation
Apply principles of a visual workplace
Support revitalization of CAR system
Support implementation of Operational Customer Experience initiative
Utilize root cause analysis techniques to support resolution of complaints and identification of improvement opportunities
Pursuing BA/BS in Engineering (preferably Industrial Engineering or Computer Science) from an accredited college/university
Experience setting up databases in MS Access or other similar software
Sophomore status or above
Ability to perform assigned tasks and complete work on schedule with minimal supervision
Eagerness to learn and accept challenges
Ability to stay focused while performing multiple tasks and adapt to changing environments
Demonstrated skill in the use of Microsoft Office products including Word, Excel, PowerPoint, Access (or equivalent)

135

Specialist, Service Operations Center Resume Examples & Samples

Excellent written and verbal communication skills; effectively able to communicate with all
Employee levels
This position operates in a 24x7x365 environment. Shift work and the ability to participate in an oncall rotation are required
Knowledge/understanding of TCP/IP, Cisco IOS, Command Line Language, basic network
Configuration, basic server and storage array administration
Minimum Required
Vocational/Technical Training. Two-year vocational degree in a technical discipline or equivalent
Work experience

136

E-service Operations Representatives Resume Examples & Samples

1-3 years customer service, using email a plus!
Effective problem solving skills and ability to multitask
Ability to resolve customer issues in a clear and calm matter
Proficient in Microsoft Office (Word/Excel) and basic functions. Lotus notes a plus!

137

Senior Director, Field Service Operations Resume Examples & Samples

Drive the strategy for the Service business to optimize profitability and growth. Execute Service business plan that maps to the Hologic’s overall strategy. This plan will include a specific, aggressive strategy for creating necessary growth, operational efficiencies, customer integration strategies, required products, services and technologies and process transformation
In partnership with the VP of Customer Experience, drive and optimize the service delivery model across the North America; leveraging technology, and optimizing cost and resources
Review all vendor relationships/partnerships to ensure they are enablers to driving Service profitability
Develop the key metrics/performance indicators for the Service Business to manage a growth-focused Service business
In partnership with the Quality Team, develop the key metrics for quality improvement to ensure a consistent customer experience
Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes
Develop the framework for measuring the customer experience and customer satisfaction
Lead the effort to develop and enhance tools and technology that will enhance the customer experience and enable and create greater efficiencies
Recruit, train, motivate, supervise, mentor, and evaluate department staff, and implement effective succession plans
Proven track record of management and leadership skills required to drive profitable rollout of service offerings
Ability to balance strategy with tactics; Intuition with analysis; and corporate objectives with customer success
The courage to challenge processes that are inefficient or counter-productive and establish new processes to improve efficiency
Self-sufficient in preparing content, collateral and presentations. Must be capable of creating and delivering effective presentations. Strong writing skills are critical
Adept business knowledge
Excellent people, management, and relationship-building skills to interact with customers, channel partners, staff, colleagues, and cross-functional teams
Motivated, disciplined, and self-directed
Must be organized with strong time management and project management skills. Ability to effectively lead projects and initiatives with cross-functional teams
Ability to grasp and translate technical capabilities into customer benefits
Attention to detail and an eye for quality
Excellent skills and talent for communications in all forms and media, including: verbal, written, visual, presentations, websites, social media, video (both formal and informal)
Must have computer skills including MS Word, MS Outlook, MS Excel, MS PowerPoint, and Salesforce.com
Willingness to travel 50%
Previous experience in leadership of Services organizations
Experience working for a capital equipment manufacturer of complex, technically advanced products
Experience creating and/or working in a metrics driven service environment
Track record of driving change
Public and private company experience desired
Experience in fast paced/rapidly changing environments
Lean Experience – Continuous Improvement

138

Dhts Service Operations Center Duty Manager Resume Examples & Samples

Monitoring the pulse of critical systems for Duke Health's information technology environment
Execution of emergency procedures for Technical and Business Recovery
Ensure timely and appropriate escalation and notification for all critical system issues and outages while striving to exceed all Service Level Agreements
Requires frequent interaction with all levels of Duke Health IT as well as vendors and other teams as needed
Strong engagement and involvement with Health System OA's - will attend multiple meetings during "off incident" periods to stay in step with their needs
Drives problem analysis and incident trending improvement opportunities. Work with Service Owners and Operational Management to drive continual improvement initiatives
Works with monitoring tools team to ensure monitoring, thresholds, escalation instructions, job handing instructions and access to manage alarms is supplied
Works with operational teams to ensure business continuity plans are tested on a regular basis
Individual will also work with Service Owners to drive solid change management classifications and coordination for said technical areas
Managing & Leading high and low level support teams
Ensuring adherence to strict SLAs, supporting an ITIL framework covering change, incident and problem management
Manage high severity incidents involving mission critical applications and crisis incidents involving both customer & senior management communications
Manage critical situations acting as a liaison for Service Operations Teams
Strong business & communications' acumen
Solid knowledge of information technology and business impact/requirements
Experience in a communications or technology leadership position leading both business and technology teams through incidents
Strong leadership and interpersonal skills to help facilitate communication between organizations, vendors, internal departments and employees
Duty Manager has the ability to work across teams and think strategically
Experience interacting and influencing senior management, key service delivery personnel to manage problems to resolution
Experience working with communications tools, monitoring solutions, tool integration and monitoring governance utilizing the event management process lifecycle
Strong interpersonal and communication skills (verbal and written with both technical and non-technical staff), including public presentation skills
Self-motivated, goal-oriented and team player
Successful candidates will possess a solid understanding of information technology
Strong ability to excel in pressure situations and be able to multitask
ITIL V3 Foundations Certification preferred

139

Director, Service Operations Resume Examples & Samples

Develop and implement processes to drive efficiencies and create a scalable business unit to support a $2B business and maintain 99% system uptime
Attract, retain, and motivate a high performance organization capable of driving excellence across 4 major areas; Shipping & Receiving, RMA (processing & repair), Service Materials (logistics & planning), and System Refurbishment
Using Best-In-class service planning tools develop and deploy comprehensive plans (new buy and repair) to optimize inventory, achieve service commitments, maximize repair utilization, and minimize operational costs across the service parts network
Collaborate with internal cross functional groups and regional teams throughout the world to determine appropriate forecasting methodologies and considerations to achieve optimization between inventory and service level commitments
Responsible for forecast accuracy, inventory levels, material availability, excess inventory, exposure management
Develop leadership personnel within the department in order to enable future departmental and company growth
Bachelor’s Degree or equivalent minimum 10+ years’ experience in Operations with 4 years in a senior leadership role, preferably in large capital equipment
Experienced in managing/working Supply Chain, Program Management, New Product Launch, and Suppliers
Ability to develop and drive strategic initiatives and lead a team to support a $2 billion business
Effective presentation skills to senior level management
Must possess excellent communication skills, and the ability to multitask
Strong computer skills/business systems preferable with SAP
Self-starter with ability to take leadership in unstructured environment
Demonstrated ability to learn new software systems quickly
Working knowledge of ERP systems – SAP a plus. Experience with database applications preferred

140

Team Lead-service Operations Resume Examples & Samples

Work with the Service Delivery Team of 3-5 Engineers
Help defining Operating Service Level Agreements (OLA’s) with internal departments including Account Executives, Pega Consulting, Global Customer Support, and Sales Consulting
Manage the timely delivery of services to our Cloud customers to ensure we are meeting SLAs
Manage the daily operational meeting to review the aging tickets and remedy those tickets that are long running
Implement and enforce policies for Service Desk staff and the customer that align to the security program and service catalog
Be involved in managing the ticket queues to make sure work is being processed accordingly and escalate tickets as required across the global organization
Influence development backlog by adding self-service functionality and enhancements that will drive efficiency, and outlining repetitive tasks that can be automated
Take ownership for providing monthly artifacts (process examples, aging ticket report, etc.) for security audits
Provide internal and external reporting, including weekly and monthly reports, weekly client score cards and others
Handle Cloud customer interaction from the on-boarding to the termination of a client
Build metrics and drives key performance indicators
Manage customer escalations for critical issues
Knowledge of Java, HTML, JavaScript, script languages, Unix/Linux
Knowledge of DevOps/SysOps methodology and tools
Build and maintain relationships with internal departments to enable, drive customer success, and influence others to define, implement and maintain internal operating level agreements
Ability to manage multiple projects/programs and influence cross functional contributors
Ability to achieve quick hits for mission critical opportunities by focusing on core solutions
Clear and concise written and verbal communications skills
Experience with cloud technologies such as Amazon Web Services
Experience in working with mobile solutions
Experience in Quality Control and Quality Assurance concepts, tools and processes
Team management experience with a positive and ‘can do’ demeanor

141

Service Operations Lead, Building Resume Examples & Samples

Design and deliver differentiated, game-changing post purchase service experience (e.g. product returns flow, inventory management, design for service requirements)
Partner with third-party-vendors to deliver best in class performance metrics for reverse logistics and contact centers
Manage and execute the evolution of future customer-focused post purchase services
Manage service process and repair quality to drive best in class results
Drive new product readiness within the post sales network to include: repair support network definition, materials availability, training, process tools development, and repair entitlement
Communicate customer experience strategy and roadmap to the executive team, customers, external stakeholders and employees
Must have 10+ years of management experience with a Service Operations background
Business and operations leader who can deal with fast-paced start up organization
Track record of achieving and exceeding operational goals
Ability to improve experiences by leveraging technology platforms
Ability to think strategically, continually innovate against marketplace and customers’ needs, and analytical mindset with an ability to focus on details and drive operational excellence
Analytical prowess and willingness to drive detail and operational excellence
Experience working with diverse teams including technical, design and business experts
Focused on a continual pursuit of ideation and game-changing service solutions
Communication, partnership, and negotiation skills, with the ability to present service vision both internally and externally

142

Service Operations Technician Resume Examples & Samples

Excellent customer service and communication skills
Solid command of the English language
Bachelor’s degree in Computer Science or similar field
Experience providing technical support
Experience with Windows and MS Office troubleshooting
Experience with network troubleshooting
Ability to work on a shifting schedule
Capability to work independently and with minimal supervision
Integrity, honesty, a positive attitude, strong attention to detail and desire to help people are all essential
Experience handling calls within a Contact Center is preferred but not required

143

Director, Service Operations Resume Examples & Samples

Ensures management resulting in timely execution of provider credentialing, and organization contracts, and the flow of accurate provider data and reimbursement schedules in provider databases. Employs key metrics, reporting and active management approach to ensure productivity and quality
Provides oversight of new program implementations for successful program execution
Collaborates with necessary departments to plan and develop specialized member materials (handbooks, manuals, newsletters, etc.). Provides input and facilitates necessary approvals and reviews, and works closely with marketing and communications to ensure that the design, lay-out, printing, production and distribution of materials are within corporate standards
Develops and implements strategies to simplify processes and decrease administrative costs. Establishes standards, policies, procedures, and workflows for data entry, analysis, accuracy, reporting, database security, and data dictionary
Directs cross-functional projects in conjunction with various departments to develop and implement complex data collection, analysis, data quality, and reporting and data applications on a variety of information systems platforms
Depending on SBU supported, may direct database and information systems functions assuring quality of information and efficiency of technology
Responsible for department budget, ensuring necessary resources are available and efficient, cost-saving use of those resources

144

Manager Service Operations Resume Examples & Samples

5+ years of Call Center experience with a track record of success in leadership positions
Healthcare experience preferred - specifically medical management/utilization management
Demonstrated leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes

145

Director Service Operations Resume Examples & Samples

10+ years of Medical Management experience (preferred in Utilization Management) including a track record of developing high performing teams
Current RN License
Familiar with clinical criteria - Milliman Clinical and Aetna Clinical Guidelines
Advanced proficiency in Excel and ability to quickly learn new systems
Familiar with URAC accreditation and establishing TQM programs

146

Service Operations Analyst Resume Examples & Samples

Perform initial triage of server infrastructure issues
Ability to diagnose and install SSL certificates
Complete ad hoc assignments per direction from the Service Availability
Managers, the Senior Manager and/or the DTOC / GSO Executives
2 – 3 years’ experience in an IT Support Center, NOC, or Technical Operations Center
5 + years’ experience in a high volume Enterprise Operations Center
Solid knowledge of core protocols (DNS, DHCP, TCP/IP, HTTP/S, SNMP, etc.)
Associates Degree in Computer Science, related field or commensurate industry work experience and certifications

147

Materials Lead Service Operations, Building Resume Examples & Samples

Design and implement a customer-focused Materials strategy for the Customer Experience team, ensuring we are ready for a successful product launch
Be the business voice responsible for capturing, documenting and communicating financial exposures and outlay as it relates to their product in the field
Work within the local and remote operations, engineering and software teams driving development, implementation and management of the product to ensure the optimum level and flow of materials is achieved
Work with the OEM to set the material strategy and ensure the desired material flow is achieved
Ensure proactive measures taken to anticipate changes in demand in conjunction with Product Management
Anticipate conflict in the supply chain flow and establish contingencies to assure Customer Experience objectives are achieved
Manage Inventory Objectives and establish Buyer/Planner goals based on demands
Drive initiatives for alternative suppliers, material substitutions, and managing engineering cost savings initiatives with suppliers
Ensure evaluation process for vendor quotations being used that utilizes appropriate negotiation techniques to ensure quality, price, delivery, and service
Identify Key Process Indicators for successful materials management, measuring and regularly communicating them in a data driven manner
Bachelor or Master’s degree in Engineering, Operations, Supply Chain Management, or a closely related field
8+ years of experience in Customer Experience and Repair Operations
Experience in driving projects with results
Knowledge of Customer Experience operations, materials management, consumer warranty policies and repair operations
History in devising and tracking data driven processes
Ability to think strategically, continually innovating against the marketplace and customers’ needs, with an analytical mindset and an ability to focus on details to drive operational excellence
Experience in directly or indirectly managing small to medium employee base. However, ability to work independently during initial development stages is necessary
Communication, problem solving, and collaboration skills
Ability and willingness to travel up to 25% to global locations

148

Mortgage Banking Service Operations Specialist Resume Examples & Samples

1+ years prior mortgage servicing experience preferred
Experience with MSP (EAGLE1 knowledge a plus)
Expert PC skills required, with a demonstrated proficiency in the following: Access, Excel, Outlook, & all Microsoft applications, and general database management
Preference will be given to candidates with MSP Mainframe Experience
Ability to exercise independent judgment, set priorities and goals
Strong interpersonal & professional oral/written communication skills
Solid general office skills mandatory, including typing, data entry, and file organizational skills
Must be a team player and enjoy a high energy environment

149

Senior Specialist Service Operations Resume Examples & Samples

Actively driving the ITIL process / functions life cycle which in scope through execution, monitoring, reporting and optimization
Actively driving the process / functions execution and monitoring
Taking the manger on duty role
Run regular audits to ensure the process compliance
Ensure proper reporting to executive level and stakeholders
Take care for continuous improvements to increase efficiency and effectiveness of the process / functions
Ensures the implementation of process and functions releases
Fulfill the expected roles in respect of the ITIL process scope
Take responsibility IT Operations Management
Ensure the proper execution fulfilling SLA, OLA requirements
Measure SLA/ OLA fulfillment and derive and run actions in case of deviation
Ensure a proper reporting to create transparency about the results and status of processes and actions
Masters Degree in Computer Engineering/ Sciences
Typically holds minimum 5 – 8 years post graduate experience
Solid experience in implementing ITIL framework
ITIL Foundation Certification is a plus

150

Service Operations Specialist Resume Examples & Samples

Interface with SITAONAIR groups to support the day-to-day Configuration requirements
Develop a detailed knowledge of specific SITAONAIR applications plus a broad knowledge of system processing and system assumptions
Analyse data from multiple sources and translate into custom inputs for database and software applications
Monitor system processes and data loads to ensure data integrity
Investigate complex customer issues and discrepancies related to Configurations. Determine requirements and take corrective actions or recommend changes to system Configuration to resolve
Coordinate the resolution of customer problems and act as liaison between Operations & Customer Support staff and the user community
Provide training to peers
Assume lead in small projects as required
Maintain the SITAONAIR Datalink configuration database accordingly to the SITAONAIR customers’ requirements
Ensure that both the SITAONAIR Datalink production and backup systems are well updated and synchronised with the same configuration version
Provides on a weekly basis to Partner DSP ADLT configuration changes that concern Partner DSP customers
Prepare, validate and verify all SITAONAIR customers’ configuration requests prior to be activated by the SITAONAIR Operations on duty staff
Provide technical expertise and/or operational requirements on SITAONAIR Datalink configurations to the SITAONAIR Systems and Applications Support group and to the Aircraft Cockpit Services department
Provide on line support to SITAONAIR customers (e.g. customer problem solving, new system implementation at customer end,)
Lead the AIRCOM Direct Front-End Processor (ADFP) and AOIP (ACARS Over IP) access certification process. This includes the support during the certification testing (connectivity set-up, test configuration, test plan and monitoring…) and the implementation in production
Share the technical expertise on SITAONAIR Datalink configuration with SITAONAIR Service Operation team members
Establish and document operational procedures in support of the SITAONAIR Datalink configuration activities
2+ years experience in the network, and/or application/system support domain required
Networking & Airline related knowledge is an asset
Data processing experience highly desirable
Strong analytical skill and testing skill a plus
Sound knowledge of the AIRCOM Datalink applications and good understanding of the AEEC specifications (ACARS, 620, 622, 623, 618.) - Desirable
Methodology, accuracy, and good organization
Good Time management
Excellent problem solving and analytical skills with attention to details
Proven ability to analyse, draw conclusions, and create solutions to complex problems
Good working knowledge of computer operations, IP protocols and monitoring facilities in SITAONAIR Operations centre
Practical knowledge in the use of PC software such as: Word, Excel, Access, Outlook Email
Initiative and ability to make operational decisions on the spot
Good interpersonal and organizational skills
Ability to work in a team as well as independently
Fluent in both verbal and written English

151

Service Operations Ofc Resume Examples & Samples

Strong communication (verbal and written), customer service and interpersonal skills
Ability to handle large volumes, tight turnarounds and multiple deadlines
Some experience with conflict resolution required

152

Citibank Berhad Kl-branch Service Operations Resume Examples & Samples

Leadership Qualities with good communication and interactive skills
Excellent spoken and written communication skills in English
Has knowledge of systems and technologies in Call Center operations will be an added advantage

153

Service Operations Technician Resume Examples & Samples

Service Operations providing (24/7) support to customers on services included within the private line and data product sets. This support includes accepting and progressing faults received directly from end customers and BT interfaces. It also includes proactive network surveillance and progressing faults to resolution with suppliers and vendors
Co-ordinates maintenance and repair of the telecommunications and ancillary electronic equipment
Likely to be working in a 24/7 service centre environment interfacing directly with end customers, various BT distributors and customer service centres
Responsible for monitoring network and management systems performance by identifying customer traffic and customer impacting system problems
Work with BT partners and end customers to coordinate inter working testing and fault isolation / repair
Analyse complex equipment problems and provide recommendations and coordination of repairs or replacement of associated faulty equipment
Manages repairs requiring knowledge of procedures utilised within the international market place. Including recording data of significant complexity
Analyses data and prepares reports detailing results
Responsible for driving suppliers to repair on associated access circuit faults

154

Service Operations Incident Resume Examples & Samples

Knowledge of ITIL V3 Processes, especially Problem Management
ITIL V3 Service Foundation qualification. (Desirable)
ITIL V3 Intermediate Operations qualification. (Desirable)
Knowledge and Experience of the HP Business Technology Optimisation (BTO) Service Management Toolset
Good communications (written & verbal)
Ability to remain calm under pressure or through demanding challenges
Is able to work under general supervision, with no instructions needed for routine work. Receives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacy
Interacts primarily with internal personnel and external customers on routine matters

155

Service Operations Specialist Resume Examples & Samples

2+ years experience in networking
1+ years experience in security
Experience with CCNP (R&S)
The job will require Morning, Afternoon and Weekend shift work
Customer Service, pro-activeness and ownership attitude and sense of service to support customers and own their issues until
Diploma / Certificate in Computer Science, Electronic Engineering or equivalent
Applicable vendor / technology entry level certification or equivalent work experience, in particular: CCNP, Linux/AIX Specialist

156

Service Operations Specialist Resume Examples & Samples

Support delivery manager to execute administrative tasks
Handle and lead the support of service operations on MSA, billing, AR, indirect customer KYC … and with cross function team
Drive One service to align with ML service, Siebel/SFDC/CPQ etc. system
Ensure HK MSA productivity
Minimum of five years administrative experience working in service function
Strong demonstrated writing skills, articulating complex ideas in an easy to understand manner
Strong Interpersonal skills and execution capacity
Creative and able multi-task in an changing priorities
Familiarity and working knowledge of relational databases and knowledge of the GE service system desirable

157

Director, Service Operations Resume Examples & Samples

Designs, builds and implements a world-class service operation for Electrify America, providing electric vehicle drivers a highly-reliable charging experience and seamless customer care support. (10%)
Overseas network services platform implementation and operation including systems and processes for customer service and call center operations, charging hardware operability and availability reporting, ticket creation and resolution, pricing strategy implementation, customer access and payment methods and transaction processing and settlement. (10%)
Manages, monitors and controls all service level agreements with charger manufacturers ensuring strict compliance to up-time requirements, preventative maintenance schedules, and field support commitments. (10%)
Leads QAQC management across charging hardware products through tracking and assessing component failure frequency, conducting root cause analysis, monitoring vendor risks and creating parts supply contingency strategies. Works closely with Technology group to integrate QAQC results into manufacturing and process improvements with hardware suppliers. (10%)
Continually monitors charger failure points, error codes and driver complaints via network platform operations center, customer call center and social channels (Plugshare, social media accounts) for continuous improvement of the customer experience. (10%)
Manages all driver-facing processes for company including all in-bound and out-bound multi-lingual call center training and operations to ensure industry-leading customer care performance metrics. (10%)
Assumes responsibility for all software development projects related to network services platform including integration across organization’s Control Tower, integration with other network platforms for interoperability arrangements, implementation of new industry standards such as ISO15118 and any ad-hoc software customization needs. (10%)
Collaborates with Infrastructure Planning team to develop and implement customer journey strategy including creating value-added driver products and services to increase utilization and network sustainability. Conducts frequent market research to optimize customer journey. (5%)
Overseas charging hardware commissioning processes with vendors and network platform to create a seamless on-site commissioning process for newly installed charging stations. (5%)
Creates and implements innovative payment methods, promotions, media strategies and network features to drive charger utilization, charger access, customer ease-of-use and site host engagement. (5%)
Overseas QAQC for non-charging hardware site equipment including switchgear, battery-storage, solar, utility infrastructure where required, hardscaping and landscaping. (5%)
Works collaboratively across the organization to ensure Voice of the Customer (VOC) is reflected in the DNA of the organization and that customer feedback is continuously incorporated into design and planning activities in other functional areas. (5%)
Develops and prepares quarterly forecasts and budgets for service operations department, ensuring adherence to financial controls and cost guidelines. (5%)
Proven experience in product management, service operations and/or customer care
Detailed understanding of the EV Supply Equipment ecosystem
Experience in product design, product engineering and/or product quality control
Demonstrated record of precision & integrity in past work assignments
Experience working with and/or managing call center training, operations and performance tracking
Experience working within manufacturing and supply chains of power electronic equipment suppliers
Experience managing software development projects and processes
Excellent project and documentation management abilities
Very high attention to detail
Excellent problem-solving ability
MBA or Master’s Degree
Knowledge and understanding of the automotive OEM industry
Knowledge of the solar and stationary storage markets and requisite service requirements

158

Service Operations Technician Resume Examples & Samples

College degree or equivalent Technical Training
3-5 years related work experience
Current Cisco certifications preferred
Service Assurance / Repair Experience on the following systems, technologies and test equipment: ECI (T::DAX cross-connect system and TNMS management system) or other DACS cross-connect systems; Transmission fault isolation / repair experience on sub rate / high order systems (64K / OC-12 or STM-4); Knowledge of SONET / SDH; NET (Promina / IDNX multiplexers and ) family of multiplexers or Newbridge's family of multiplexers; Cisco (BPX, IGX, MGX, Routers); HP Openview; Frame Relay, ATM or MPLS services; Demonstrate technical overview and capabilities of various network designs: Fireberd 6000; Agilent / Omniber 37717; REACT 2001 / (ITMS)

159

GSD Americas Service Operations Lead Resume Examples & Samples

Maintain a high quality of service by managing service levels, productivity and engagement
Work with various internal, external and business support groups to understand operating requirements and deliver support and project services that meet those requirements
Direct staff in recognizing, identifying, isolating and resolving incidents
Assure our users are provided efficient and timely first and second level support on an ongoing basis as well as drive lasting solutions
Manage the Service Desk staff and the leads, including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
Other key deliverables will include: First Touch Resolution (FTR) improvement, offline desk harmonization, and scheduling of Raleigh resources

160

Director, Service Operations Resume Examples & Samples

Recruit, leads, mentor and provide development for 2-5 Manager level positions and other assigned personnel to foster and create a strong work environment for an organization of up to 60 employees and ensure strong leadership succession planning
Helps create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting
Ensures that operation provides consistent and quality account services for $4.4 billion dollar block of business with anticipated annual growth of 5 to 10%
Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations
Serves as the home office relationship manager for external enrollment firms, providing access to cross-functional areas within Unum for issue resolution, delivering key communications and messages
As business owner of the enrollment technology tools (inclusive of plane.biz, Hosting, ADI, Benefits Administration, kits pre-enrollment websites and template system) lead cross-functional team of IT, Project Managers and Business Managers to deliver on enrollment technology solutions, inclusive of learn materials, receipt of application and issuance of policy
Establish and manage the enrollment product release management strategy. Accountable for negotiating competing priorities, defect resolution and ensuring flawless execution of enrollment technology releases
Effectively develop relationships and negotiate strategically with external enrollment firms regarding enrollment and benefits administration technology solutions
Develop and execute communication protocols to market enrollment and benefits administration technology solutions to internal and external partners
Initiates and drives continuous improvement efforts around key business processes utilizing technology as a key enabler
Fiscal responsibility for $34 million dollar operational budget
Leads staff in a variety of competencies (project management, work process evaluation, people development, leadership behaviors)
Creates and delivers prospective customer and broker presentations which can be presented in the Home Office or require travel to other locations
Acts as a project leader for assigned project/initiative efforts

161

Senior Analyst, Service Operations Resume Examples & Samples

Accountable for ensuring that the Service Transition process is fully executed by the provider. Provides input into the Change, Release and Deployment management processes and schedules to ensure minimal impact and downtime of changes to the business
Reviews and approves the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications
Serves as primary AbbVie contact point and first level of escalation for Incidents and Problems. Assists with the prioritization and escalation of system recovery issues with Cross-functional, Build and Infrastructure teams
Required: Bachelor degree in Information Technology, Computer Science or Computer Engineering
Preferred: Master degree in Business Administration, Computer Science or Computer Engineering
Required: Minimum of 6 years of combined experience in Information Technology
Preferred: Ability to prioritize and multi-task
Required: Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
Preferred: Experience with Software Development Lifecycle (SDLC) methodologies
Preferred: Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.)
Preferred: Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management
Preferred: Demonstrated ability to coordinate cross-functional teams towards task completion

162

Senior Tech Specialist, Service Operations Resume Examples & Samples

Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier. Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities
Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents and adjusts priorities as needed to ensure that ticket processing and the Problem Management engines are performing within expected operated parameters
Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production. Ensures that year over year total cost of ownership continuous improvement goals are achieved. Identifies additional opportunities to reduce maintenance and support total cost of ownership
Ensure that all critical production services including: Incident, Problem, Service Transition, Audit, Validation and Compliance and Disaster Recovery are executed as appropriate
Preferred: ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations

163

Technical Specialist, Service Operations Resume Examples & Samples

Preferred: Master degree in Business Administration, Computer Science or Computer Engineering Required: Minimum of 6 years of combined experience in Information Technology Preferred
Required: Proven experience with Application outsourcing and terminology such a Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
Preferred: ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations Preferred: Demonstrated ability to coordinate cross-functional teams towards task completion
Preferred: Experience developing and implementing Operating Level Agreements (OLA’s)

164

Technical Specialist, Service Operations Resume Examples & Samples

Serves as primary delivery contact for audit requests. Responsible for driving specific audit remediation actions and fixes with Service Provider and Technology Domain teams. Ensure that all the IT systems are complaint with SOX, PCI, PII etc
Provides input and feedback for Applications Business Impact Analysis definition and requirements. Reviews the Application Disaster Recovery plans and ensure that the service providers exercise test drills and execute the plan as designed. Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on recovery capabilities
Evaluates and approves the Service Providers reported trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency
Responsible for reviewing the service provider Service Level Agreements and participating in any action plans that are required to address any deviations and/or improvement opportunities with the supplier
Helps manage the relationship with vendors to ensure superior service delivery for all application maintenance and support activities
Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production
Ensures that year over year total cost of ownership continuous improvement goals are achieved. Identifies additional opportunities to reduce maintenance and support total cost of ownership
Accountable for ensuring that the Service Transition processes are fully executed
Provides input and feedback into the Change, Release and Deployment processes and schedules ensuring minimal impact and downtime of changes to the business
Required: Bachelor degree in Information Technology, Computer Science or Computer Engineering Preferred
Master degree in Business Administration, Computer Science or Computer Engineering Required: Minimum of 6 years of combined experience in Information Technology Preferred
Required: Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management Preferred
Experience with Software Development Lifecycle (SDLC) methodologies Preferred
Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.). Preferred
Proven experience with ITIL, specifically Incident and Problem management as well as Continuous Improvement Planning (CIP), Cost Optimization, Demand and Release and Deployment Management Preferred
ITIL Foundation Certification and/or ITIL Intermediate Certification in Service Operations Preferred
Demonstrated ability to coordinate cross-functional teams towards task completion Preferred

165

Engineer, Service Operations Resume Examples & Samples

System and Platform Patch loading, implementation of software and hardware upgrades on its related service nodes
In accordance with company and divisional security directives, deploy, maintain, and enhance the security of server and desktop systems through administrative, preventive, detective, and reactive controls, such as change and configuration management, anti-virus measures, patch management, and system scans
Perform and coordinate disaster recovery activity expeditiously in times of service disruptions so as to minimize service downtime and revenue loss. Participate in BCP and/or Audit program initiatives as needed
The successful candidate will need to work outside normal working hours to carry out upgrades and patch loading as such activities may disrupt services
The successful candidate is required to handle adhoc system faults and/or service degradation speedily. Troubleshoot and perform root causes failure analysis for software, hardware and network faults related to the service nodes
Create and maintain engineering test documentation and guidelines system functional and mobile services testing
Responsible for supporting the daily operation of servers (HW & SW mainly in Linux OS) and storage systems
Create and maintain engineering test documentation, SOP manual and configuration documentation
Responsible for supporting daily operation of applications, servers, network and storage equipment
Provide Tier 2 & 3 technical support for internal customer and manage vendor for Tier 3 & 4 technical support on a 24x7 standby basis
Participate and prepare Tender Specification, Statement of Work and evaluating vendor proposed solution in the Tender (ie RFI, RFP & Award), if required
Develop, build and maintain automated regression test suites
A good engineering degree preferably in the area of wireless communications with at least 2 year
Knowledge on Solaris, Linux (RHEL, CentOS), MySQL and/or storage system (HP/EMC)
Knowledge on Cisco UCS system, VMware, KVM
Experience in Virtualization and Data Centre Management
Experience in Technical Support Management
Experience in Demand Operation Organisation Management
Able to perform change activities during maintenance window of 12am – 6am
Able to perform remote standby 24 x 7 basis for service recovery support
Self-driven and highly motivated

166

Senior Director of Service Operations Resume Examples & Samples

Lead and direct the resources and activities of the DHTS Service Desk, Account Management, Telephone Operators, Data Center Operations and Operations Center
Perform personnel management functions for direct reports, including hiring, personnel evaluations and performance reviews, taking disciplinary action when required
Develop and manage the operating and capital budgets for the Service Desk, Account Management, Telephone Operators and Operations Center functions
Develop and implement appropriate policies and procedures
Collaborate with DHTS management team to identify and implement tools, ticketing, knowledge database, call center telephony technology, to ensure timely processing of incoming customer requests
Collaborate with DHTS management team and others to ensure currency of information in knowledge database used by the customer support staff to provide effective and timely support to customers
Develop, continually improve and implement strategic and tactical plans for customer support/service operations
Establish and maintain a high level of customer support service including but not limited to providing appropriate training for staff
Maintain liaison with professional organizations and information systems management within similar organizations to ensure utilization of current principles, techniques, and policies
Provide administrative oversight to ensure security compliance
Develop and then work with the management team to implement a strategic vision with service support and delivery
Monitor department performance and/or progress, and report status and metrics to the COO
Oversee the evaluation and prioritization of requests for service so ensure that resource assignment is appropriately provided to maximize customer satisfaction
Participate in other project planning efforts as they relate to Operations, overall Technology Solutions and DHTS initiatives, including project management on high-profile projects or key efforts
Oversee the management of staffing for 24 X 7 X 365 coverage
Engage customers/vendors to facilitate communication of Service Operations activity, issues and efforts to return to service
Create and maintain internal operating policies, processes and procedures consistent with IT best practices and service level agreements to ensure service availability
Motivate and focus staff on mission, visions, goals and balance scorecard
Develop and implement best practices such as incident and problem management, change control procedures, site documentation and cross-training
Analyze the performance of Operations Center activities and identify areas for process improvement and staff training
Assist and oversee development of reports, track and analyze trends in Service Operations incident management / incident resolution statistics. Additionally, track time to provision requests and analyze opportunities for reduction in fulfillment time
Provide management reports to internal and external support groups on the timeliness and effectiveness of Service Operations response to incident resolution efforts
Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreement metrics/reporting for systems quality and performance
Oversee the development, implementation and administration of Operations Center staff training procedures and policies
Drive a continual service improvement plan for Service Operations Center to bring the SOC to a phase II model for monitoring and management
Work closely with the Monitoring Engineering Manger to establish a solid tool and process integration to allow for quick mitigation of events
Manage the operation of all Duke Health Data Centers to include on-site & colocations
Provide administrative support to direct reports (Data Center Manager & staff)
Alignment with Engineering to provide state of the art Data Center technology & solutions to support Duke Health's clinical needs
Daily shift management in a 24x7 operation
Incident and business management in a 24x7 Data Center environment
Call center management
Software deployment, testing and issue resolution
Implementation and maintenance of customer service initiatives, including defining the key measurements of customer satisfaction
Operational experience in a medium to large-scale data operations environment
Application, network and device monitoring correlation
Experience with supporting IT Operations in a hospital environment
Familiarity with Epic or similar medical records systems
Experience with the Duke Medicine business and its environment
Data center operations management

167

Service Operations Technician Resume Examples & Samples

Commissioning of network devices to ensure proactive system management
Liaise with different teams such as Project co-ordinator, Project Managers, Front Office in order to complete the migration task
Able to engage with technical designers, customer engineers & field engineers to resolve technical issues
Audit network data and device behaviour in different tools available for the project
Assure correct inventory mapping against the migrated devices
Assure expected event traps generated for proactive monitoring
Investigation and generate RCA should any deviation from process has occurred
Timely escalate unsolved matters to Team Leads
Works on improvisation to achieve better RCT & RFT with project timeline
Competent user of the elements of networking technologies
CCNA/CCNP level certified
Having hands-on experience on Ionix/Voyence with Knowledge on DASL Scripts
Having worked on projects involving migrations before
Will have at least three years relevant experience of working experience of working on Cisco routers and switches
Experience of configuration made on Network Management Routing protocols such as BGP, EIGRP, OSPF and RIP
Experience on technologies such as ATM, ADSL, Frame Relay, ISDN and MPLS
Experience of working on Surveillance Tools like Smarts is preferred
Knowledge on UNIX or Perl scripting will be an added advantage
Knowledge on setting up CRON jobs

168

Service Operations Specialist Resume Examples & Samples

Investigate and address L3 tasks when incidents or service requests are escalated by L2
Work on proactive initiatives to improve the service. This includes writing scripts, reviewing usage, analysing performance and capacity, etc
Participate in Back End maintenance and audit activities such as DR tests, testing, releases and product upgrades etc
Write knowledgebase documentation to improve the service and reduce reoccurring incidents
Work closely with the engineering teams to gather knowledge and on-board into production deliveries of new features and enhancements
Preferred: Educated to degree level
Preferred: ITIL Foundation (or higher) certification
Proven background in Production Services/Application Support
Strong UNIX and Linux skills
Strong MySQL or Oracle skills
Strong Scripting skills of Perl, Shell Scripts and SQL queries
Strong admin knowledge of ITRS Geneos
Good understanding of engineering, systems development life cycles, infrastructure and networks
Good understanding of Event Management & Monitoring practices
Strong communication skills, ability to communicate with people at all levels and influence the progress of tasks
Experience in documentation and training
Good knowledge of Confluence and SharePoint
Practical knowledge of ITIL disciplines in production environments
Experience within the IT Industry, preferably within Investment Banking
Application Support Experience
Experience in working with both onshore and offshore staff, within a globally diverse team
Can work with internal and external Service Providers
Mandatory: Background in Application Support or Application Development as well as monitoring implementation

169

Specialist, Service Operations Center Resume Examples & Samples

3+ years GSM/UMTS/Wireless/telecomm system infrastructure/ or data platform/application support experience in operations and support
Experience supporting Unix/Linux and Windows platforms
Basic knowledge of Unix
Experience with applications support in an operations and support role

170

Service Operations Specialist Resume Examples & Samples

Supporting complex, multi-stream application test environments
Working with our business partners and development teams to build out environments as per the requirements
Delivering environment build, managing configuration activity and enable supporting environments across technology areas like HTML5,Cloud based technologies, iOS, Android
Proactively seeking out and implementing efforts that continuously improve test environments and related process to enable QA to deliver quality systems in a timely and efficient manner
Ensuring all risks are raised and managed across functional and non-functional areas, presenting plans to mitigate and managing risks throughout delivery
Managing all day to day requests for changes to the test environments
Assisting key business end-users in user acceptance testing
Must have an excellent knowledge in co-ordinating changes to test environments
Coordinating with different teams Configuration Management team, Infrastructure teams and Application Development teams
Taking pride in the quality of software delivered for each iteration and release
Co-ordinating with offshore & onsite support team in London
Communicating effectively with other development team members, project members, managers and end users
Participating in the discussions within the team, communicating any issues that have a project-wide scope to the necessary level
Participating in a culture of ‘knowledge sharing’ with the development team
Sharing best practices with other support teams across Deutsche Bank
Self-motivated, setting a high level of professionalism and excellence
Service management / Environment Management experience
Information Systems Examination Board (ISEB) Software Testing Certification – Foundation/Intermediate /Practitioner
Previous experience testing online and mobile applications
Straight through processing knowledge
Understanding of Performance and Load testing with experience in using non-functional testing tools
Knowledge on using ServiceNow or JIRA for Incident management
Understanding on,HTML5,iOS and Android mobile technologies
Knowledge of scripting (VBScript,Java Scripting, Shell, Perl etc)
Working experience in Automation and toolset
Experience with working on cloud infrastructure

171

Director, Head of Pre-service Operations Resume Examples & Samples

Minimum of five years of relevant work experience with at least one year of management experience preferred
Experience with contract reviews preferred
Exceptional ability to build and execute complex project plans
Ability to build strong relationships with others in challenging situations

172

Service Operations Specialist Resume Examples & Samples

Experience with Exadata specialist
Experience in RAC, ASM, Dataguard, Infiniband switch, storage cell
Experience in Exadata health check, migration, resource management and patching/upgrade
Expertise in database performance tuning
Expertise in Backup and recovery

173

Change & Problem Manager, Service Operations Resume Examples & Samples

The Change Manager acts as the single point of contact for all customer issues/escalations related to Change activities
Ability to analyze, assess Change impacts, and mitigate risk in order to meet contractual SLAs
Review implemented Changes and perform trend analysis
Establish and maintain professional and productive relationships with our Customers’ Senior Management teams
Provide communications to internal business groups and executives throughout the Problems record life cycle,
Customer facing skills
Technical know-how: advanced knowledge of Bell Business Market products and services
Recognized leader with clear track record of using teamwork to create a competitive advantage
Knowledge and training required
Electrical Engineering, computer sciences, engineering University degree or equivalent
Certification training in Cisco, Juniper, F5 and similar Network Vendors
ITIL V3 RCV and OSA certification

174

Analyst, Service Operations Resume Examples & Samples

Provides support for audit requests for the Application Center of Excellence
Offer oversight for some critical production services including: Incident, Problem, Service Transition and Disaster Recovery and seek assistance for other critical services such as: Audit, Validation and Compliance
Reviews the Disaster Recovery plan and schedule to ensure that the service providers exercise test drills and execute the plan as designed
Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on recovery capabilities
Accountable for ensuring that the Service Transition process is fully executed by the provider and provides feedback into the existing Change, Release and Deployment management processes
Reviews the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications and provides feedback and approval as appropriate
Evaluates the Service Providers reported trends and the process improvement recommendations to help identify areas where preventative maintenance might be performed to improve Applications efficiency, in terms of both the performance of the Applications and any related maintenance and support efforts
Responsible for reviewing the service provider Service Level Agreements on a regular basis and providing oversight for any action plans that are required to address performance issues
Performs daily reviews of ticket activity: queue levels, processing efficiency, backlogs, aging levels along with prior day Incidents to ensure that ticket processing and the Problem Management engines are performing within expected operating parameters
Seeks assistance from senior personnel in performing the initial business risk assessment for Maintenance and Support and Minor Enhancement activities
Supports vendor initiated continuous improvement performance plans
Provides guidance to the Application Center of Excellence Manager regarding Third Party implementation of security requirements and controls appropriate to the classification of the data
Master degree in Business Administration, Computer Science or Computer Engineering
Demonstrated ability to work within cross-functional teams towards task completion

175

Service Operations Specialist Resume Examples & Samples

Route experience necessary; must have an exceptional service orientation
Proven track record driving & executing best in class service
Aptitude and desire to properly train others
Ability to operate and maintain company equipment including handhelds and DOT regulated vehicles
Solid communication and interpersonal skills
Must meet the Federal Department of Transportation eligibility requirements and possess a valid driver's license (no commercial license needed) and corresponding medical certification as a condition of employment for this position
Good driving record

176

Projects Manager Service Operations Resume Examples & Samples

Collaborates in a cross-functional team environment to drive initiatives
Manages multiple projects from start to finish, managing tasks, communication, and project stakeholders. Own a project portfolio and ensure delivery of major change initiatives across functions
Conduct research and analyses to derive insight on key Operations topics as well as “hot topics” on an ad hoc basis (analytics support)
Coordinates resources, provide clear direction and timelines for deliverables, and delegate tasks across the project team
Compose background and analytical information for input towards strategy development (strategic planning) and present to senior management/stakeholders
Maintains a high degree of confidentiality and exercises sound business judgment
Interacts in a professional manner with senior executives
Effectively handle multiple priorities to meet all objectives and deadlines

177

Director, IT Service Operations Management Resume Examples & Samples

Establish and support an atmosphere that promotes teamwork, customer service, associate engagement and a positive high energy work environment
Team with other Directors and VPs to provide continuity of service to all the various business units and locations (DCs, BU’s, Headquarters facilities, etc.)
Prepare and socialize performance and productivity reports for operations and management, including a bi-annual customer satisfaction survey
Align ITIL best practices, benchmark services, and identify trends to build continuous service improvement
Identify opportunities to increase technology stability, streamline operations, reduce total cost of ownership, and ensure maintenance contracts and renewals are negotiated in a timely manner
Enforce associate accountability for call center metrics, measurements, and SLAs and report results to senior management on a regular basis. Identify opportunities for improvement and drive results
Participate in the annual capital/expense project planning process and identify any potential impacts projects may have on ITSC call volumes
Ensure optimal performance and cost leverage, increasing quality while reducing operation expenses
Develop and communicate a three year ITSM strategy with related annual deliverables and capital/expense budgets, and achieve buy-in across IT, DC, and key BU stakeholders
Conduct weekly meetings with ITSC Managers and Supervisors to ensure goals of organization are aligned with call center agents’ activities
Oversees the hiring process, execution of performance reviews, and counseling/disciplinary actions
Coach for growth, develop and execute career plans to maximize longevity and maintain institutional knowledge
Act as the organizational champion of service-excellence to DRIVE standardization, simplicity, and transparency
Minimum of 8-10 years of technology management work experience
Bachelor’s Degree or relevant on-the-job experience
8+ years expertise selecting, managing, and leading 3rd party service providers utilizing MSR, QSR, and KPI’s
8+ years in a Service Delivery leadership position required
Working knowledge and expertise in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices
Experience creating and implementing a long-term strategy using ITSM tools such as Service Now or other ITSM platforms
Proven experience getting results, developing people, focusing on the customer, building successful business relationships, and working effectively with a diverse set of vendors
Adept at managing the performance of multiple teams, setting clear objectives, setting a vision, and creating a high performance climate
Skilled in managing a budget, forecasting financial impacts and variances, and is conversant in negotiating with 3rd party vendors
Sets strategic and tactical direction, while working with senior leadership on multi-year growth initiatives
Excellent problem solving abilities and formal root cause analysis experience
Ability to travel as necessary (less than 10% of time)
Exudes the natural and political wherewithal to cross organizational/cultural boundaries while establishing creditability and perceived value
Strong understanding of organizational structure and culture

178

Service Management Analyst Platform as a Service Operations Resume Examples & Samples

Working as a hands-on Subject Matter Expert (SME) and actively take part in Incident & Problem Management and knowledge repository maintenance besides providing guidance to Level 1 / Level 2 teams wherever required
Working in a consulting capacity with internal DB teams and helping to migrate their applications from traditional infrastructure to our Platform as a Service (PaaS) platform
Planning and Implementing regular Operating System (OS)/Middleware security patches, platform upgrades and other regular maintenance activities by coordinating across multiple teams
Owning and driving independent projects including automations, Datacenter to cloud migrations and other platform technology expansion projects. You would be expected to work closely with the Engineering team on design, implementation and testing of new PaaS solutions like Open shift, Azure and other DevOps automations
Picking up new technologies within a short span & communicating the new technology as implemented in our platform to both technical and non-technical audiences
Strong client-facing and interpersonal skills are essential, as the role will involve working closely with a wide range of clients from business areas throughout the Bank
Participate in PaaS community development by contributing technical expertise through various channels including DB’s internal social media, brown bag sessions and formal communication events
Extensive experience in supporting components deployed on Linux or Windows native workloads
Knowledge of Networking, storage, firewalls & Virtualization concepts with prior experience in their implementation/design preferably in an Infrastructure as a Service (IaaS) or Platform as a Service (PaaS) cloud
Good experience in Automation using Shell, Python, Powershell, go, Ansible (preferred)
Implementation experience in container technologies like Docker, OpenShift or Pivotal Cloud Foundry
Experience in supporting one or more J2EE based middleware technologies like Apache Tomcat, Weblogic or JBOSS
Prior implementation experience on Azure, AWS or other cloud platforms
Excellent interpersonal skills with experience in client facing roles besides being a good team player
Excellent troubleshooting/diagnostic skills across components
Infrastructure Technology Infrastructure Library (ITIL) knowledge and Project management skills

179

Service Operations Specialist Resume Examples & Samples

Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the Global Technology Office (GTO) Management team
Participate in Deutsche Bank organisational events such as Town Halls and Team Meetings
Participate in and / or lead on-boarding and training of new starters in GTO
Provide Level 3 quality support via the group hotline and ticketing systems for GIST systems and other Core Infrastructure components
Provide Level 3 support to Active Directory, ADFS, DFS, WINS, PXE, SCOM, Dell Product Suite
Proactively manage incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate individual
Resolve / close incident tickets by following the Deutsche Bank Knowledge Base (KB) process, link resolution plans to KB articles, and document issue and each step taken in order to resolve
Personally contribute to the ongoing development and updates to the KB repository
Provide Global Change Management (GCM) coordination by creating, resourcing, securing approvals for, and ensuring timely execution of planned changes, within Deutsche Bank Change Management policy
Provide proactive ticketing workflow and queue management in order to identify, flag, and drive positive remediation of workloads not being carried out within documented expectation
Maintain timely and quality status updates in all Deutsche Bank workflow systems, per Key Operating Procedures (KOP)
Deliver workloads according to defined Service Level Agreements (SLA) targets and escalate timely when there is risk of not meeting SLA or an issue increasing in severity
Assist vendors with implementation of new servers, including bank-standard build and Quality Assurance (QA) process
Prior experience in deployment, implementation and maintaining Active Directory Windows 2008r2, 2012r2, within global enterprise organisation
Knowledge of Forest Recovery, Schema updates and maintaining trusts within firewalled environment
Knowledge of creating and maintain monitoring within a (Systems Centre Operations Manager) SCOM 2012 platform
An excellent knowledge of ADFS, Azure, WINS, DFS, DNS, LDAP
Knowledge of server concepts & architectures
Knowledge of enterprise storage concepts & architectures
Knowledge of server scripting and automation technologies
Experience with utilizing workflow and management tools
The ability to apply technical principles when performing troubleshooting
A solid technical fluency with tools and systems
Knowledge of network and firewall concepts & architectures
A working knowledge of the Dell Toolsets such as Change Auditor, Recovery Manager for AD, InTrust, GPO Admin
Experience with ESX4 or higher and managing Virtual Domain Controllers
Experience in the financial services industry or equivalent large scale, high volume environment
A good understanding of Group Policies and Domain Security
Experience in protecting active directory from expensive and inefficient searches
Experience in analyzing network traces
Proactive in communicating and selection of audience according to topic
Highly organized and capable of tracking a variety of tasks to closure
Open and transparent in style and approach when working with others
Scripting experience in Powershell and PowerCLI preferred
Solid knowledge of at least three of the following:- DFSR, CyberArk, Nimsoft, SEP, PXE, Quick Connect
Experience working with offshore partners and different cultures
Knowledge of the Information Technology Infrastructure Library (ITIL) framework
Considerable experience in proactive monitoring and troubleshooting of Active Directory and the Core Infrastructure described
MSCE 2008 and 2012 desirable
Proven relevant experience within the IT support industry working as a System Administrator in an Active Directory Team supporting 1000+ Windows servers
Proven experience supporting Active Directory
Experience with liaising with Engineering and Vendors
The ability to effectively articulate a status or plan to peers and clients
The ability to work collaboratively with other team members and builds positive working relationships
The ability to learn quickly and apply common sense to new situations, but understand when it is appropriate to engage others for advice
The ability to place a significant level of importance on personal development and understanding then improving upon weakness
The ability to utilize a goal oriented approach which drives self improvement both personally and professionally
The ability to take the initiative to work on tasks outside of his or her immediate scope of responsibility, and encourages others to do so
Good time management principles and effective in prioritizing workloads
Solid meeting management principles would be desired; Ability to manage conference calls with multiple attendees in order to resolve issues

180

Manager, Field Service Operations Resume Examples & Samples

Position will be responsible for managing the Service Operations team and building out core processes that support the business and metrics that measure operational success
Develop and maintain Key Performance Metrics for field service operations, including monthly and quarterly reporting
Responsible for developing and initiating continuous productivity improvements within the Field Service team
Set and cascade business objectives and targets to the team and to Field Management
Manage and develop strategic partnerships with third party suppliers and other internal stakeholders (i.e. Fleet management, Field tools and test equipment)
Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
Facilitate a teamwork approach to problem solving and escalations, focused on providing continuous improvement and customer satisfaction
Develop key measurement indicators as defined and agreed to by management. Track and report on monthly/quarterly basis
Provide training as necessary to maximize employee/department proficiency and to ensure compliance with Hologic’s Quality Systems and procedures
Identify and develop talent to maximize performance of the team
Ensure all data entry is performed accurately with minimal errors and in a timely manner, as defined by Hologic’s Quality departments
Ensure timely review and closure all financial transactional events from the field
Supports Field Service training/usage of Field Service reporting tools (i.e. Hologic One, Oracle, Agile)
Weekly review of workloads, assignments, and tasks. Review/approve the need for all overtime – may include shifting work assignments and work schedules as necessary to complete all assigned tasks on schedule
Complete and conduct performance appraisals and quarterly reviews for all assigned personnel
Must have proven leadership skills
Must be computer literate. Experience with databases including Excel, Access, Salesforce, Oracle etc
Ability to work under minimal supervision in a fast paced, interrupt driven environment, while handling multiple concurrent tasks
Effective communicator, ability to communicate well with all levels of management, peers, and subordinates both internally and at the customer level
Must possess a high degree of initiative and be a self-starter
Must display flexibility when dealing with problem customers and situations, and be able to think creatively when dealing with complex problems
Requires good inter-personal communication skills for coordination of multiple cross functional activities and providing status information to and from, customers, dealers, field engineers, sales and other departments
Ability to remain calm and composed in a very interrupt driven department, which encounters constantly changing priorities, when dealing with customers, field sales/service personnel, and dealers
Proven willingness and ability to tackle difficult customer situations and personnel performance issues, and stick with them until resolved
Must possess strong analytical ability with good written and oral communication skills
Candidate must have at least 8 years’ experience in the medical field
Must have demonstrated leadership qualities in previous roles held
Experience using or implementing a comprehensive automated service management system or other enterprise wide business application software
Candidates experienced using Oracle/ Sales Force applications preferred
Knowledge of service management systems, or enterprise-wide business application software required

181

Service Operations Project Engineer Resume Examples & Samples

Lead, support, and/or participate in the creation of Services maintenance plans and schedules; lead the technical assessment of scope, risk and impact per release within the services portfolio
Manageissues arising from failed audits to ensure successful execution of related
Document processes and develop communication process for communicating to involved teams
Support and/or participate in the development of new or updated services (when appropriate) to increase productivity and enhance user experience
Build relationships with the partner teams to collaborate, design and develop innovative approaches, capabilities, and superior solutions for customer support ranging from simple to complex
Develop key performance indicators to measure success within technical domain
Support, and/or participate in the delivery of new or updated service catalogs automating repetitive manual processes
1-3 years of experience in Change Management
1-3 years of experience in Problem Management
1-3 years of experience in Operations Analysis
1-3 years of experience in ITIL V3
Good project management skills and solid troubleshooting techniques
Working knowledge of Linux, MySQL, infrastructure and cloud computingtowards troubleshooting of incidents and events
An ideal candidate will have a technical background and prior experience in cloud infrastructure or cloud computing
This candidate must be able to work well in a collaborative team environment and individually with less supervision
Comfortable working in a fast paced 24/7 environment
Customer-service orientated attitude supporting a high availability SaaS product
A passion for solvingtechnical issues
Understanding and basic use of development tools and/or software, such as:MS Office (Word, Excel, PowerPoint), Tableau, MS Visio, MS Project and Adobe Professional on a Apple/MAC computer environment
Highly motivated, driven and passionate about the intersection of technology and business challenges
Dedication and commitment to customer success
Proven experience as a key technical resource leading the development of solutions
Experience with Web Technologies (XML, HTML, JavaScript, Web Services,etc) and of working in a SaaS environment
Knowledge of technical components such as LDAP, VPN, and other such technologies
A determination to make things better each day
Strong people development, including coaching and mentoring for business and technical roles
Ability to learn, understand and maintain knowledge of complex technical solutions
Ability to present technical and/or services business concepts in a comprehensive and concise manner
Ability to interface and develop relationships with otherServiceNow departments, in particular Instance Automation, Capacity Management, Site Reliability Engineering, Sustained Operations, and System Administration
Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills
Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number ofServiceNow
Initiative - Proactive, self-motivated, and self-directed
Ability to drive deliverables and results, which involve people who do not directly report to you

182

Manager Service Operations Resume Examples & Samples

Understand and leverage best practices across the enterprise with regard to self-checkout, check stand design, front end layout and point of sale changes
Supports the Director of Front End and Retail Integrity in the creation and support of the company strategy with regard to the above
Provides business requirements to IT and other functions for negotiation of new or existing technology and process solutions. Represents the banners business needs and company strategy in this activity
Oversees the day to day activities and development of front end support staff including two department specialists, two business analysts and user acceptance testers
Works with banners, EWM and IT to assist in creation of training and implementation tools
Develops strong relationships with internal Operations Support team, IT, EWM, banners and so forth to successfully drive programs and policies across the enterprise

183

Specialist / Engineer, Service Operations Resume Examples & Samples

Experience of working in the Airport / Airline industry
Ability and motivation to work in a team and in rotating shifts
Ability to build relationships with peer and management levels both with clients and the company management
Knowledge of ITIL, IT and network components and principles
Demonstrated maturity in handling complex customer issues and demanding customers
Telecommunications in-country qualification
Applicable vendor / technology entry level certification or equivalent work experience, in particular

184

RMA Administrator, Service Operations Resume Examples & Samples

Process, categorize, and answer customer emails and telephone calls, providing high quality service and communicate effectively with vendors and all levels of the organization
Communicate status and schedule to customers
Code repair and replacement requests and forward when other departments must fulfill
Enter data, analyze data, and identify trends in repair and replacement requests
Proficient in Microsoft Office applications (Word, Outlook, and Excel) is required
Good organizational and time management skills with the ability to work accurately and efficiently with minimal supervision
Knowledge of office equipment and general office procedures
Associate’s Degree or equivalent experience will be acceptable
Must be able to follow a project to completion
Minimum 6 year’s industry experience

185

Senior Manager Consumer Service Operations Resume Examples & Samples

Strategically strong in Customer Service
Functional expertise in consumer service management with strong understanding of end-to-end customer journeys and voice of the customer
Experience with CRM platform (Salesforce), process management and business planning
Excellent communication and presentation skills: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Consumer Service team effectively across the organization and demonstrate the ability to help drive operational excellence
Ability to combine determination and a goal-oriented, pro-active attitude with flexibility and exploring new and better ways of achieving results
Strong project management skills and practical, hands on mentality
Strong Microsoft office skills
Ability to work in a multinational, global context
5 years multi-regional or global level related experience in Customer Service
5 years of experience in an international/multilingual direct to consumer environment with a premium brand
Strong commercial drive with proven track record in managing customer service
University degree level education
Fluent in English (speaking and writing skills), additional languages beneficial

186

Manager Service Operations Resume Examples & Samples

Ensure Uptime and performance of the Network
Ensure up to date configurations and security the Network
Plan and execute network changes
Products and services compliant with quality, cost & schedule as expected by our customers,
Regular reporting to the R&D & OPS VP
Appraisal interviews
Team training plan
Operations KPI reporting according to customer SLA
Best in class customer experience of provided services

187

Team Lead, Service Operations Resume Examples & Samples

Oversees and provides guidance for all subcontractor work activities
Conducts Project Safety field inspections during all installations
Conducts Project Quality Assurance field inspections during all installations
Interfaces with on-site customer associated with the installation
Provides input to the Project Manager (PM) on required Requests for Information (RFIs)
Provides Input to the Project Manager for Project Change requests (PCR) for any new work scopes identified
Provides work scope status updates to the PM on a daily basis
Creates a forecast schedule for all upcoming installation activities on a weekly basis
Responsible for maintaining as-built documentation for project closeout submittals
Minimum of 3 – 5 years of experience in the installation team of hardware and equipment during all Project deployments, inclusive of performing minor electrical and low voltage cabling when required
Minimum of 2 – 3 years of experience in the oversight of subcontractors
Experience of working in a construction environment
30 Hour OSHA Certification or equivalent
Detail knowledge and certifications in OSHA 1910 and 1926 is required
Industry certifications such as PMP, A+, MCSE or equivalent
Demonstrated experience in leading installation teams is required
Prior general construction, electrical and data cabling experience is required
Demonstrated strong decision making skill is required
Ability to read structural, architectural, mechanical and electrical drawings is required
Ability to manage general and electrical subcontractors during field execution is required
Ability to travel, inclusive of incidental international travel, up to 80% is required
Ability to secure and maintain airport security clearance is required
Microsoft Office software skills are required
Ability to learn and understand proprietary software is highly desirable
Prior experience in audio and visual displays is highly desirable
Computer Aided Design (CAD) software skills is desirable

188

Service Operations Technician Resume Examples & Samples

Computer maintenance and issuance
Monitoring patch levels of local and remote machines
Facilitating employee workstation moves
Updating all asset management systems, and formally documenting all problem tickets per a predefined, standardized process
Accept responsibility/ownership for all assigned problem tickets from creation to resolution or to the point of escalation

189

Operational Excellence Partner for Service Operations Resume Examples & Samples

Drive the Strategy Plan (annual operating plan) process,
Project governance,
Secure Lean Six Sigma deployment, and asses training and certifications needs
Perform periodically Lean maturity assessments and execute Lean Transformation plans
Facilitate kaizen events to drive improvements
Reduce operational costs through Lean Six Sigma implementation and development of standard concepts
Facilitate share of Lean best practices across different regions
Academic degree Bachelor level or higher
Minimum 10 years relevant experience
Minimum 5 years in continuous improvement
Experience in the Service area of the Wind Industry
Relevant certification or education in continuous improvement disciplines
Able to connect Operational Excellence concepts with operational and financial performance
Superior analytical and conceptual thinking, creative problem solving skills
Ability to create impact & receive buy in from management teams and functional teams
Able to manage multiple projects in different countries or time zones
Superior written/verbal presentation and communication skills in English

190

Manager, Service Operations Resume Examples & Samples

5+ years experience in managing high volume transaction processing, project delivery, production, analysis and application program development
Healthcare and customer service experience preferred
Proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
Strong leadership skills managing large high performance teams
Preference given to candidates already in Medicaid roles or with previous Medicaid or CMS experience

191

Service Operations Analyst With Dutch Resume Examples & Samples

Acts as one contact to the Customers/stake holders/country and functional representatives,
Having the role of Dispatcher, he/she receives service requests from customers and field engineers, - Records all data provided by the customer in the systems,
Places spare part orders for customers and /or field engineers,
Monitors and updates field engineers’ agenda,
In special situations, performs the formalities needed for closing cases,
Contract renewal, - Invoice releasing,
Performs the eXceed survey, as per program requirements,
Performs the calls within the scheduled time frame in order to gather the necessary amount of completed surveys from the customers on German language (Number of completed eXceed interviews per week),
Ensures quality in the completed interviews from the customers,
Escalates all the cases where the customers are unhappy with the company/product/sales or Service experience as per program procedure (open formal escalation in Vantive/CRM/email) and ensures the correct owners are informed,
Attends the weekly/monthly team meetings and provides feedback about the eXceed program,
Computer skills, MS Office package required. Foreign languages skills
Advanced Dutch language skills, both written and spoken
Precision and accuracy in style
Professional motivation

192

Service Operations Analyst Resume Examples & Samples

Having the role of Dispatcher, he/she receives service requests from customers and field engineers,
Upon request from field engineers the dispatcher offers data about equipment, customers, etc,
Makes sure that all documents are archived in electronic format,
Cancels contracts as per request based on provided procedures,
Performs the calls within the scheduled time frame in order to gather the necessary ammount of completed surveys from the customers on German language (Number of completed eXceed interviews per week),
Ensures quality in the completed intreviews from the customers,
Professional qualifications in the fields of: communication, IT, international relations, order management, Supply chain, logistics
Advanced German language skills, both written and spoken
Synthesis capacity
Punctuality

193

Service Operations Analyst With English & French Resume Examples & Samples

Manages the relationship with customers/stake holders/country and functional representatives through providing daily operational support via telephone, fax and e-mail
Acts as one contact to the customer, communicating all relevant information and ensuring customer satisfaction
Evaluates and monitors all contracts as required by the customer
Creates new contracts and extends the existing ones
Cancels contracts as per request based on provided procedures
Meets customer’s expectations
Issues manual invoices and credit notes in SAP
Adjusts all contracts any time it is needed
Recommends to customers any price updates according to the procedures
Presents offers with new prices for new equipments and services as well as new coverage types
Monitors and processes all transactions (IMOS, SCAN, SAP) on a daily basis, runs reports and identifies solutions for all the issues occurred
Ensures that agreed service levels are met
Analyzes available operational data, identifies root cause of repetitive issues and drives corrective actions for the customers
Proactively monitors backlog of service contracts using different tools and reports and works to avoid escalations
Information related to any contract adjustments should be provided to the customer in due time, ensuring transparency
Ensures structured and high quality communication related to issues affecting the order backlog
Manages exceptions and special cases
Deals with all written or verbal requests from the customers (inquiries, complaints, etc)
Provides customers with solutions when problems arise, efficiently utilizing the Carestream network
Uses own judgment to escalate issues at the right time and to the correct owner
Ensures that Carestream policies, legal regulations and audit requirements are met and maintained
Contributes in reaching the defined performance indicators (e g turn-around-time, response time)
Contributes with ideas for process improvements
Takes part to activities of collecting, archiving and evaluating data referring to customers/stake holders/country and functional representatives perception on the Service Contract Administration team
Manages the contract taking process for any order transaction type
Manages all quality incidents reported by the customers/stake holders/country and functional representatives
Taking part in project-based activities within the process
Managing the relationship with customers/stake holders/country and functional representatives
Checking status for all contracts created
Contract renewal - Invoice releasing
Addressing and solving all written/verbal requests and complaints received from customers/stake holders/country and functional representatives
Constant participation in process improvements
Fulfilling any other tasks delegated by superiors, observing all communicated terms
Computer skills, MS Office package required
Advanced French language skills, both written and spoken

194

Service Operations Analyst With Spanish Resume Examples & Samples

Represents the interface with the Service Department and Logistics Service Parts Department,
Records all data provided by the customer in the systems,
Monitors constantly the status of open cases (VANTIVE/SCAN/TAIGETE),
Plans and keeps track of activities performed by field engineers
Performs needed formalities in order to register newly installed equipment in the system,
Checks status for all contracts created,
Contract renewal,
Invoice releasing,
Issues manual invoices and credit notes in SAP,
Adjusts all contracts any time it is needed,
Monitors and processes all transactions (IMOS, SCAN, SAP) on a daily basis, runs reports and identifies solutions for all the issues occurred,
Provides information related to any contract adjustments to the customer in due time, ensuring transparency,
Performs the eXceed survey, as per programme requirements,
Escalates all the cases where the customers are unhappy with the company/product/sales or Service experience as per programme procedure (open formal escalation in Vantive/CRM/email) and ensures the correct owners are informed,
Applies correct coding based on the feedback received from the customer,
Attends the weekly/monthly team meatings and provides feedback about the eXceed programe,
Involves himself/herself constantly in the processes improvement,
Takes part in project-based activities within the process
Advanced English language skills, both written and spoken
Advanced Spanish language skills, both written and spoken
Self confidence and independence in taking decisions

195

Senior Director, Global Service Operations Resume Examples & Samples

A minimum of a Bachelor’s Degree, or equivalent experience
15+ years of broad IT infrastructure experience in a large global organization
Prior experience IT infrastructure operation centers
Strong technical background and experience in virtualization, cloud, network, hardware and other technologies is required
A minimum of 10 years of experience with datacenter technologies and operations at an enterprise or service provider
Demonstrated success in a multi-vendor & multi-cultural global IT operations delivery environment
Excellent teamwork and communication/information sharing
Exceptional influencing skills
Excellent interpersonal and employee relations skills in managing a diverse workforce and stakeholder community
ITIL V3 knowledge is required and certification is a plus
Demonstrated Lean Six Sigma experience and results
Prior experience in supporting operations and following enterprise level process frameworks
Independent judgment and technical problem solving, decision-making strength is required
Experience in working in a DevOps or Scrum methodology is preferred6851170331

196

Service Operations Analyst Resume Examples & Samples

Provides oversight and guidance for the usage of ServiceNow within the Business Management Office of the Enterprise Application area
Ensures delivery and operational support efforts are planned and executed using current standards, methodologies, tools and processes and follows rules for requesting exceptions, where justified, to achieve business needs
Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams. Ensures that all dependent resources are staged and ready for delivery activities to be performed including skills, software, etc. Escalate resource contention to management
Maintains working knowledge of appropriate Abbvie IT high-level architectures, ITIL practices, Abbvie standards and other frameworks that impact service and solution delivery and ensures that appropriate governance is engaged
Maintains productive relationships with peers and clients
Follows organization standards for status reporting to key stakeholders including KPIs, risks, and issues
Supports delivery forecasting efforts. Identifies opportunities for improvement of delivery and reporting capabilities
Responsible for compliance with applicable policies and procedures and follows best practices
Bachelor's degree or equivalent work experience in Information Technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas
At least combined 6-8 years work experience in IT engineering and/or operations. Project management experience desired
Foundational knowledge of ITIL framework and service life cycle
Knowledge of Service Now or other ITSM tools desirable
General technical knowledge in assigned area of responsibility

197

Product & Service Operations Associate Resume Examples & Samples

Develop compelling analyses to execute data-informed initiatives that helps improve our support channels, improve the quality of our ad products and drive great service
Apply expertise in quantitative analysis, data mining, and data visualization to see beyond the numbers and pull insights to help identify trends & opportunities to drive growth of our product & business
4+ years experience doing quantitative analysis
4+ years of Excel and SQL
Experience with reporting systems and data pipeline architecture
Communication and problem-solving skills

198

Service Operations Analyst Resume Examples & Samples

Manage, maintain, and enhance Macquarie's trading and risk management software
Knowledge of scripting & automation techniques is a must, preferably Python
Apply engineering to eliminate manual support procedures and improve automation & self-service capabilities of the platform
Work closely with traders and other business users to provide in-depth technical support for their applications; however this is not purely a front line support position
Take ownership of operational issues and perform both short-term resolution, and development of preventative measures for the longer term
Work closely with peers at other geographic centers in the US and around the world using a "follow the sun" model of application support
Ensure that the Bank's change management procedures are followed
Help design, maintain and manage our disaster recovery environments
Some weekend on-call rotations expected
2-3 years’ experience in a DevOps / application support capacity with a strong bent for automating the operational aspects of a platform
Strong scripting experience, preferably Python
Experience with software development is a plus
Have strong analytical and problem solving abilities
Enjoy working directly with business users and closely with developers
Be able to work under pressure to provide timely and accurate solutions to problems
Have experience with SQL and have worked with relational databases
Have experience working with a Unix/Linux environment, including shell scripting
Ideally have prior working experience in the Finance or Energy Trading industry

199

IT Service Operations Resume Examples & Samples

Manage service improvement initiatives and activities to increase customer satisfaction. This includes development of actionable and strategic plans, leading virtual teams to drive execution of initiatives and effectively managing outsource vendor relationships
Vendor Management: Create and lead outstanding vendor relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams
Communications: Develop standard communications model, templates, training, and publications. This position will require updates to Directors, Sr. Directors, and GMs so candidate must be comfortable and have the self-awareness to effectively present to senior leaders
Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders, and customers. Define SLA’s/OLA’s and negotiate service agreement to include consistency with corporate and IT policies and expectations
Financial Management: Drive forecasting and actuals for resource, demand, and project management as needed
Portfolio Management: Develop an effective intake and management process to the requests made across Service Desk and Incident Management teams – entrepreneurial thinking is encouraged
SLA/OLA’s: Lead SLA/OLA standards and negotiations to meet customer requirements along with continuous planning, negotiation, and refinement. Lead overall OLA’s between teams in support of customer-facing SLA and align with overall execution of incident management service offerings. Creativity and innovation mindset in service offerings and differentiated services
Service Improvement: Partner within peer organization and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback balanced against business priorities. Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings
6+ years support related management and supplier management experience
6+ years of demonstrated work experience in the IT industry
6+ years of Helpdesk operations and/or incident and service desk management
BS/BA or MS/MA/MBA in related field
Familiarity with Software Development Life Cycle (SDLC)
Excellent problem solving, negotiation, and decision making skills in a dynamic environment
Experience in working dotted-line and/or distributed team environments
Track record of strong capabilities in influence & impact, as well as collaboration

200

Senior IT Service Operations Specialist Resume Examples & Samples

Ability to conduct research into a wide range of computing issues as required
Must be able to install, troubleshoot, repair, and perform preventive maintenance on computer hardware/software; build documentation and instructions for other IT Svc Ops Specialists to use
Must be able to install, troubleshoot, repair, and perform preventive maintenance on network infrastructure, and build maintenance models to comply with manufacturer and industry standards
Knowledgeable in the use of the OSI model
Must be able to effectively categorize and document IT configurations and corrective actions and compile information to identify and analyze trends
Must understand and use ICMP commands to troubleshoot network connectivity
Must be able to construct an effective industry compliant disaster recovery plan for individual and network based storage systems
Must be able to build, upgrade, repair, optimize, trouble shoot various operating systems (Windows, MAC, Unix, Linux)
Build, upgrade, repair, optimize, trouble shoot stand alone and network printers
Must have flexibility to adjust responsibilities and hours to meet operational requirements

201

AVP Large Holdings Shared Service Operations Resume Examples & Samples

Point person for all large holding related activities for the Japan. This includes business advisory, monitoring and reporting to local regulators
Support the business by setting up the static data timely manner with accuracy for the customer and the internal users
Key specific accountabilities
More than 5 years experience in financial industry and processing in Operations
Strong interpersonal skills and team ethic / process ownership
Self motivated, self learner, and having logical thinking

202

Service Operations Specialist Resume Examples & Samples

You will possess strong coordination and communication skills experience, and will be expected to be pro-active in the Coordination of outages, and management of large changes
A high degree of motivation and ownership is expected
Strong infrastructure knowledge is essential
You must be confident in communicating with a variety of management levels
Role of developing the members of the team to satisfy the expected deliverables, as well as being able to cope with changing requirements

203

IT Service Operations Technician Resume Examples & Samples

Complete full incident investigations and ensure that progress and updates are recorded within the Incident Management system so there is a full audit history
Escalate high priority incidents and problems to the relevant teams in accordance to the Incident management policy
Working with the Service Transition Team to ensure a seamless transition of services into the support environment
Where possible, schedule business impacting outages outside of the trading day
Work with the Service Transition Team to help reduce call and incident volumes
Create Knowledge Base documentation and recommendations for support also to knowledge transfer to other team members
Minimum A level or equivalent is essential
Previous experience working in an I.T Support Environment – Either a 1st line or 2nd line role
Ability to develop and maintain technical documentation
Flexibility – Shift Work and On-Call Rota
Problem investigation skills
Microsoft qualifications (MSITP or MCTS)
Active Directory, SAP, Retail Java, Microsoft Office applications experience
Retail Experience

204

Service Operations Assistant Resume Examples & Samples

Assists with the direction and supervision of front-end operations, monitors and directs customer traffic flow, coverage of checkout lanes, cleanliness and appearance
Ensures compliance with Company policies and front end procedures (i.e. promotions, suggestive sales, scan accuracy, WIC, restricted sales, dress standards, check acceptance, coupon policy, gift cards sales, associate sales, safety, loss prevention, etc.)
May complete all phases of the reconciliation process as directed by the Customer Service/Operations Manager including balancing the safe, registers, and entering and balancing all sales and cash transactions
May perform bookkeeping duties including running totals on all tills, preparing and proofing daily deposit slips, completing all front end forms, balancing accounts receivable, and mailing statements to customers
May perform miscellaneous administrative duties such as ordering money orders, bus passes, lottery, gift certificates/cards, postage and change (if applicable)
Balances money orders, money transfers, gift certificates and lottery, and maintains control logs
May assist with the scheduling and training of front end associates
Handles and assists with accountability for cash flow requirements including: safe transactions, issues and pickups, tills, check acceptance and refunds, and monitoring cashier funds handling procedures
Reviews, audits and files associate time cards or computer records
Inputs payroll corrections, sets up new associate files, monitors and inputs associate information such as rate of pay, vacation, sick time and other personal benefits
Prepares weekly payroll worksheets or computer reports
Responsible for cost and quality control and maintaining a constant awareness of customer and employee safety
Enforces dress and grooming standards for all front end employees
Responsible for performing all job duties and responsibilities accurate, safely and with honesty and integrity
Serves as overflow cashier as needed
Engages in suggestive selling and other sales techniques
Prevents shrink and sale of out of code product
Maintains confidentiality concerning associates and store sales information
Other necessary and required duties as directed or required
The Assistant Service Manager is required to work a minimum of 40 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs
Minimum of one year store experience
Must be able to lift up to 50 lbs. and stand for long periods of time (up to 6 hours)
Perform all other physical aspects of the job including bending, squatting, lifting, climbing, and walking
Ability to function as a team member and get along with others
Ability to accept supervisory coaching related to performance, work habits and attitude

205

CVP, Service Operations Lead Resume Examples & Samples

Partner with the finance process leads to develop the Service Management framework, approach and implement timelines
Develop organization structure for the Service Management team
Collate and maintain all process maps and other documentation for the Finance functions under FSO; coordinate with the Co-sourcing lead for maintaining the process maps for the co-sourced functions
Review and assess adequacy of the current benchmarking tool / database
Define requirements for the system to measure, track and report metrics
Define process metrics and performance dashboards for the finance functions
Develop SLAs/KPIs structure between Finance functions and FSO
Set up process performance reporting capabilities for FSO
Manage ongoing relationships with the FSO leads and other finance function leads to resolve service issues
Identify and implement process standardization opportunities
10 years plus experience in developing and managing a Service Management framework within a Finance CoE / Shared Services Operations
5 years plus experience in a lead Service Management role working with senior Finance executives
Strong functional knowledge of finance processes, especially as it relates to the insurance industry
Track record of consistently delivering quantifiable results via the implementation of multi-faceted solution (operational improvement, process standardization/optimization, Shared Services/CoEs and various technology platforms including reporting applications)
Bachelor degree is required, preferably in Business or Finance; Master degree / MBA is preferred

206

Group Leader, Service Operations Resume Examples & Samples

Continue to build trusted customer relationships through timely, quality communication
Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service
Establishes and oversees operational practices for monitoring and supporting the environment, along with performance metrics and service levels that meet the business needs as well as leading the management of incidents through resolution
Minimal customer escalations due to incidents communication or change communication
Assist to deliver the budget target. Support LOB projects that support cost savings + revenue growth. Continue to Support key projects on Roadmap for your LOB’s
Improve Customer experience through ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity
Work to ensure timely service restoration and problem resolution of complex and/or high impact incidents, minimize the adverse impact to our customers, and provide communications on root cause and service improvement plans and ongoing updates where required. Develop and nurture relationships
Reduction of number of incidents/MTTR/re-occurring Major incidents
Through demonstrated communication skills, understand and explain project expectations through transition to support activities to support new initiatives and effectively run ongoing Operations
Improve team engagement scores
Development & plans aligned to strategic goals
Improved system availability of minimum 99.9%
Operationalize risk register including tracking and governance
Managing and developing key risk indicators
7+ years’ experience in an organization with a high availability 24x7, mission critical operations environment
Experience as an ongoing client contact with demonstrated success in applying knowledge to build a successful client relationship and deliver desired internal and client focused outcomes
Extensive experience in all aspects of IT incidents and stakeholder management
Knowledge and experience translating and interpreting complex technical information
A sound understanding of networks, platforms and products, and how these rely and interact with each other, and how they deliver services to end customers, and how they relate to OLA metrics
Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations
Bachelor's degree in technical engineering or IT related field or equivalent experience
Extensive technical knowledge of networking and network security technologies, and protocols
Strong problem-solving skills, critical thinking, excellent analytical ability, strong judgment and the ability to deliver high performance and high levels of customer satisfaction in a matrix managed environment
Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
University degree/College diploma in related field
Demonstrated understanding of ITIL methodologies, ITIL® v3 Certification desirable
Demonstrate evidence of influencing positive change within a Service Management environment
Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service
Superior knowledge of the Incident Management, Major Incident & Communication Processes
Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real time environment
Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations
Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management
Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals
Ability to clearly and concisely express information, ideas and or concepts in writing and be able to present information effectively to a wide range of audience using a variety of communication means

207

CSP, Service Operations Assistant Resume Examples & Samples

Enrolled or Graduated from 4 year university (Public administration or business administration preferred)
Experience of automotive industry preferred
Good MS office utilization skill
Good communication skill in English and Korean

208

Senior Analyst, Service Operations Resume Examples & Samples

Reviews and Approves the Service Providers application and technical documentation such as Request for Change, operating procedures and technical and non-technical specifications
Evaluates and Approves the Service Providers reported performance trends and the process improvement recommendations to identify areas where preventative maintenance might be performed to improve Applications performance and efficiency
3 ROLES
Assists MSPs in ensuring that all the user access to IT systems are properly controlled and authenticated and segregation of duties are maintained
Partakes in vendor performance meetings and operational reviews
Participates with supplier personnel regarding short-term architecture strategy development and provides recommendation as it relates to Application performance or continuous improvement
Contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes
Bachelor degree in Information Technology, Computer Science or Computer Engineering
Minimum of 6 years of combined experience in Information Technology
Proven experience with Application outsourcing and terminology such as Minor Enhancements, ARC’s/RRC’s, Service Level Management and Vendor Management
Experience with Software Development Lifecycle (SDLC) methodologies
Knowledge of (could be a platform or a vertical such as Oracle, or Life Sciences Pharmaceutical Research and Development or Financial application technologies, etc.)
Ability to prioritize and multi-task
ITIL Intermediate Certification in Service Operations
Experience developing and implementing Operating Level Agreements (OLA’s)
Demonstrated ability to coordinate cross-functional teams towards task completion

209

Service Operations Manger Resume Examples & Samples

Managing and resolving all events described as any detectable or discernable occurrence that has significance in the management of the IT network infrastructure or delivery of IT service and evaluation of the impact that a deviation might cause to the services
Oversight of all Tier I/III Incident Management activities and has some staffing oversight responsibilities
10+ years relevant experience within an IT environment. BS/BA
ITILv3 Intermediate certification
Project Management /PMP

210

Account Service & Operations Specialist Resume Examples & Samples

Provide premium customer service through professional, timely, and accurate communication. Answer in-coming emails and calls from retailers, sales representatives, and internal partners; drive these relationships through constant communication maintaining a proactive approach
Drive resolution of account issues through problem solving, escalation, and collaboration with internal and external stakeholders. Ensure proactive relationship management by regular contact and follow up on supply chain challenges
Track and maintain orders ensuring accurate and timely delivery of products to accounts. Provide proactive information to stakeholders through reporting and analysis to ensure product flow and issue resolution
Direct, coordinate, and process all sales orders throughout the entire process; analyze all purchase orders to ensure accuracy for terms and pricing, delivery information, vendor compliance, and dates in order to reduce vendor chargeback's; execute order changes, track product delivery, order fill rates, and resolve routing issues; track shipping and delivery activities; and run, analyze, and interpret order management reports
Learn and maintain a thorough working knowledge of Nike products, policies, procedures, order processing systems, and applicable programs by attending and providing product presentations, reading appropriate literature, keeping current on product updates, and daily contact with accounts, sales representatives, and various NIKE departments
Participate in, and potentially lead, projects related to specific account bases and provide process improvements that have the greatest impact on business
Ensure compliance with company policies and processes
High School diploma or GED
2 years experience in Customer Service/Account Services, Distribution, and/or Sales
Excellent oral and written communication skills. Strong ability to communicate with people on different levels inside and outside of the organization
Must have demonstrated experience in Word, Excel, and sales reporting tools
PC and Windows based software working knowledge required
Can build rapport and business partnerships
Ability to adapt to and embrace change
Demonstrated initiative and ability to work independently
Capable of making sound business decisions
Able to quickly understand new information and situations
Possess strong organizational skills and ability to prioritize a varied workload
Problem solving/resolution oriented skills
Experience with SAP is preferred

211

Associate Technician Service Operations Resume Examples & Samples

Report and escalate to the next level those problems which cannot be resolved
Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
Liaise with local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
To document resolutions of problems
Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
Provide call out services, where required
Previous exposure and experience responsible for technical support activities, LAN, WAN equipment
Knowledge and understanding of Desktops, Laptops and Printers industry standards
Recognized industry certifications at beginner level. - ITIL Foundation Certificate, or other technology entry level certifications, an asset

212

Service Operations Development Manager Resume Examples & Samples

BS/BA/MBA (or equivalent)
4 years operational management experience
Operations Assessment - advanced
Project Management - advanced
Ability to Influence - advanced
Advancing supplier Relationship - advanced
Determining Financial Impact - advanced
Strategic Thinking - Advanced
Complex Problem Solving – proficient
Team Building
Cross Functional

213

Manager, Service Operations Resume Examples & Samples

Effectively manage, coach and develop a team of Clerical associates; 11 in Ontario and 3 in Atlantic
Provide daily direct administrative support to the Field teams including the management of travel requests, ARIBA / VISA bill coding, expense tool ordering, CO filter ordering, Evergreen liaison for field with CGI and other support
Provide administrative support for 4000 mobile accounts across Bell West, Ontario, Quebec and Atlantic
Review and improve administrative processes and act as first point of contact for any escalations or issues related to team responsibilities
Provides assistance on field operations projects that require administrative support
Act as point of contact for the field when the Deal teams identify security clearance requirements for new or existing deals. Work with the field to initiate clearance process if gaps identified
Build and expand on team reports including monthly scorecard, mobile and fleet reports etc
Prepare presentations on analysis and areas of opportunity for Field Management team
Develop and sustain meaningful partnerships with the Field Operations teams, Workforce Management, Finance and various project teams
Knowledge of and ability to perform Performance Management practices
University or College degree in telecommunication, business management or equivalent
Minimum 2 years of experience in managing people and process improvement/analytics role
Solid organization skills, including the ability to plan, coordinate and manage multiple tasks and/or projects
Professional and at ease with working with various groups and comfortable in an environment where teamwork is essential
Excellent skills in Excel and strong working knowledge of PowerPoint with ability to quickly build a clear presentation for an executive audience that graphically explains issues and opportunities
Demonstrated application of a wide range of analytical techniques to solve a variety of business problems
Knowledge of and ability to perform Performance Management
Flexible and able to tackle duties outside of their usual scope of work when called upon
Preferred Qualifications/Competencies
Previous position of Leadership/Coaching
Strong preference for experience in Field Operations and knowledge of the types of tools, material, systems used by the technicians
Financial background and knowledge of financial accounting rules related to capital and expense

214

Senior Service Operations Analyst Resume Examples & Samples

3 – 5 years of practical Incident and Availability Management experience
Demonstrated experience with Availability design metrics, reporting, and report development
3 + years of experience in a large IT shared services organization
Ability to facilitate meetings that include Executive and Sr. Management attendees
Solid experience with the utilization and operations of ServiceNow
Working knowledge of Tableau report development
Working knowledge of SharePoint Designer or development with Nintex Workflows
Associates Degree in Computer Science, or related industry work experience and certifications

215

Service Operations Specialist Resume Examples & Samples

Govern all deployment activities in the execution of services
Train, coach and mentor Deployment Analysts (Level 1 / 2) including career development
Provide data and reporting of KPI’s and trends to management
Responsible for reviewing testing/release of all releases to the production environment
Providing feedback on knowledge articles to the product owners/engineers
Liaison and escalation point to Level 3
Experience of managing direct reports within a production environment
Monitoring performance of local team through various operational review meetings
Quickly and efficiently addressing any customer escalation
Ensures Release & Deployments Operations team provides optimum service level to the business lines
Responsible for managing local resources and vendors in resolution of incidents and problems and ensuring that vendors apply the right problem solving techniques and processes
Assists in managing business stakeholder relationships
Ensure relevant teams are informed of progress on incidents, where necessary
Provide oversight of vendor to ensure all processes and procedures are performed in line with Bank policies
Working with global peers to ensure all processes and procedures are adhered to DB’s Global Procedures
Continuous Improvement Program – working with local resources and vendors to provide persistent activities around stability optimization of production environment
Resolves escalations by working with other Operations teams/Engineering teams to accurately resolve escalated issues quickly
Governs areas requiring monitoring, reporting and improvement
Continuously seeks to improve service desk volumes from managed deployments
Execution of daily operational oversight, specifically around

216

Service Operations Specialist Resume Examples & Samples

Prevent problems and resulting incidents from happening, to eliminate recurring incidents and minimize impact of incidents that cannot be prevented
Manage the full lifecycle of the Problem Management process
Lead root cause analysis activities to successfully identify root causes of problems
Proactively identify problem trends and known error conditions and work towards a permanent solution
Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
Perform trend analysis and pinpoint potential high-risk areas - initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools
Track the implementation of problem resolution tasks
Work with Technical Teams, Incident Management and Change Management in resourcing appropriate skills and information for effective problem resolution
Conducts regularly-scheduled Problem Management meetings with IT Product Managers (ITPMs), infrastructure groups, problem managers and incident managers to track progress and highlight issues
Meets regularly with senior development, infrastructure managers and client service heads to identify problem areas and report on progress
Escalates high priority and major problems not resolved within defined timeframe to team leaders and/or Global Head of Problem Management
Address business stability targets through a demonstrable reduction in errors in production, processes and staff behaviour over the period of review
Ensures continuous improvement of platform
Ensures daily coverage of the Problem Management process
Actively monitors processes, tools and data quality to ensure consistency across PM
Ensures appropriate vendor interaction in a multi-vendor environment
Develop and maintain the problem management process to maximize its efficiency and effectiveness
Participate in driving the problem management function and the training and awareness strategy
Actively promotes effective problem management throughout the business
Provides problem management requirements and interests to tool development and support teams
Drives effective reporting practices to
Global role in Financial Services Technology in a client facing function
Experience in Client Service Support or Project Management
High level of customer awareness and commercial focus
Strong analytic/diagnostic skills and attention to detail
Strong communications skills and ability to interact effectively with senior management
Technical education (e.g. engineer, programmer, technician)
Problem Management experience desirable
Ability to interact successfully with a global team in multiple time zones
Ability to influence across the organization
Working knowledge of incident tracking tools (e.g. Remedy, Heat etc)

217

Service Operations Specialist Resume Examples & Samples

Manage the creation, sign-off and implementation of the testing strategy and plans
Manage the overall effort to ensure that all in scope components and scenarios are tested and reported on
Oversee effort to retest corrections to ensure problems are resolved
Oversee effort to analyse, document and communicate results
Provide management, leadership and technical guidance to Testing Specialists and Testing Analysts
Lead teams working on the detailed test strategies and plans for applications based on technical and business specifications in accordance with DB standards
Work with Testing Specialists to review and understand business requirements functional and non-functional specifications
Ensure adherence to testing best practices and DB testing standards
Actively seek opportunities to leverage central testing services where deemed appropriate
Participate in stakeholder management within the application and project context, including stakeholders of up and downstream systems and external teams
Ensure that stakeholders receive information that enables fact based decisions to be made
Analyses testing process deficiencies for improvement practices and trending
Champions activities and establishes best practices in specialist area, working to implement best of breed test practices and processes in area of specialism
Manage the working relationship with 3rd party team members
Coordinate with external groups such as test environment support and production management teams
Act as a senior escalation point for all stakeholders, including internal testing team escalation
Champion and participate in the activities of the broader QA and Testing community
Align to the wider team / group objectives
Proven experience in Testing roles and/or leading testing teams
Technology knowledge and expertise
Experience of test management and defect tracking tools
Proven experience of defining and implementing project level test strategies
Understanding of testing across the full Software Development lifecycle
Customer and service orientation to support interaction with team resources and clients
Performance and productivity oriented to drive toward quality testing outcomes and results
Previous program and project management experience
Proven experience with Risk Management and Control policies and procedures
Proactively, initiate, develop and maintain effective working relationships with team members
Demonstrated ability to work with a variety of people and achieve results

218

Service Operations Specialist Resume Examples & Samples

Experience coordinating multiple work activities, work flow and multi-faceted processes
Experience developing and supporting business and service area processes and generating process improvements
Experience analyzing data and reviewing, tracking, and monitoring service work orders regarding estimates, schedules, and status
Understanding of LLNL rules, systems and operations including those related to contracting, purchasing, licensing, budget tracking, and property management
Computer skills (e.g., Microsoft Word, Outlook, Excel, PowerPoint) including word processing and database programs necessary to provide ad hoc reports or documents
Effective interpersonal, written and verbal communication skills necessary to handle sensitive and confidential issues with tact, discretion, and mature judgement to interact with a diverse group of personalities at all levels internal and external to the Laboratory
Experience with LLNL business operational systems, rules and staff including RA’s, TRR’s, and property management
Ability to construct accurate budget estimates and schedules
Knowledge and use of Microsoft Project

219

Manager, Service & Operations Management Resume Examples & Samples

Responsible for ensuring the integrity, reasonable response times, and availability for service and operations functions. Accountable for adherence to Service Level Agreements. Analyzes data and key performance indicators to develop and publish service and operation performance metrics. Performs trend reporting and identifies opportunities for continual customer experience enhancements
Reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time
Strengthens service and operations team knowledge base to enhance first call closure rate, reduce incident volumes and improve IT customer service experience, while ensuring alignment with business processes, tactical planning and strategic vision. Performs post mortem analysis and follow up with applicable MTD end users to identify potential service enhancements
Manages processes for communicating outage/emergency situations and scheduled planned maintenance activities to the organization. Also, collaborates with other IT leaders to review communication methods periodically to identify potential changes in methods to enhance communication effectiveness
Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for service desk; system operations; application monitoring and access management. Provides direction for these processes including implementations, upgrades, and maintenance. Serves as a key decision maker for complex issues in areas of responsibility
Focus point for ensuring IT systems maintain high levels of uptime, functionality, and reliability consistent with business requirements. Including eensuring that all data is protected by developing, implementing, maintaining, and ensuring backup policies and procedures are tested and fully operational
Provides leadership for end user training programs spanning multiple IT-provided tools/services, including identifying areas of need, facilitating delivery, and measuring effectiveness
Management of IT service desk and operations to ensure end users have a consistent and fully satisfactory experience
Responsible for ensuring service and operations process deliverables are on time and fully comply with MTD policies
Ensures that help desk service staffing levels are consistent with business needs
Serves as an escalation point for emergency changes
Fulfills the duties as an IT manager of people, spanning the communications, performance management and talent development processes
Experience building and maintaining relationships with customers, clients, and colleagues
Excellent verbal, written, and interpersonal communication skills
Strong negotiation, influence, and team work skills
Strong interpersonal, communication, presentation and relationship skills are necessary to work with a diverse spectrum of suppliers across business segments and across the globe
Demonstrates solid understanding of ITIL, analytics, and problem solving
Demonstrates ability to leverage analytics and data in decision making process
Exhibits ability handle rapid change and manage effectively
Confident, professional and effective presenting and interacting with senior management
8 years of IT solutions or business domain experience with increasing levels of responsibility
3 years of budgeting and financial management experience
3 years of ITIL related (service desk and/or operations) experience
2 years of experience working within a matrixed organization
Bachelor's Degree in Computer Science, Math, Engineering, or related field (equivalent work experience may be substituted)
Certifications such as: MBA, Six Sigma, ITIL
Experience documenting/designing business processes
IT experience across multiple industries, markets, and/or functional areas
Master's Degree in Computer Science, Finance, or related field

220

Service Operations Specialist Resume Examples & Samples

Ensuring that the Service Operations team provides optimum service level to the business lines that it is supporting
Taking overall responsibility for the resolution of incidents and problems within the team. Overseeing the resolution of complex incidents. Ensuring that Analysts apply the right problem solving techniques and processes
Assisting in managing business stakeholder relationships
Assisting in defining and managing OLAs with relevant stakeholders
Ensuring that the team understands OLAs and resources appropriately and are aligned to business SLAs
Ensuring relevant Client Service teams are informed of progress on incidents, where necessary
Ensuring that defined divisional Production Management service operations and support processes are adhered to by the team. Makes improvement recommendations where appropriate
Preparing for and, if requested, managing steam review meetings. Making suggestions for continual service improvement
Managing escalations by working with Client Services and other Service Operations Specialists and relevant functions to accurately resolve escalated issues quickly
Observing areas requiring monitoring, reporting and improvement
Identifying required metrics and ensuring they are established, monitored and improved where appropriate
Continuously seeking to improve team performance
Participating in team training events, where appropriate
Working with team members to identify areas of focus, where training may improve team performance, and improving incident resolution
Mentoring and coaching Production Management Analysts within the team by providing career development and counselling, as needed
Assisting Production Management Analysts in setting performance targets; and managing performance against them
Identifying team ‘bottlenecks’ (obstacles) and taking appropriate actions to eliminate them
Level 3 or Advanced support for technical infrastructure components
Evaluating new products including prototyping and recommending new products including automation
Specifying/selecting tools to enhance operational support
Championing activities and establishing best practices in specialist area, working to implement best of breed test practices and processes in area of profession
Defining and implementing best practices, solutions and standards related to your area of expertise
Building, capturing and managing the transfers of knowledge across the Service Operations organisation
Extensive experience of supporting complex application and infrastructure domains
Experience managing and mentoring Service Operations teams
Broad ITIL/best practice service context within a real time distributed environment
Experience managing relationships across multiple disciplines and time zones
Bachelor’s degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)

221

Specialist, Service Operations Resume Examples & Samples

Works as part of a cross-functional team in a 24x7x365 environment to conduct routine remote surveillance and Tier 1 maintenance activities for all network nodes in his/her area of responsibility. Provides support to other technicians and engineers. Performs fault isolation tests related to network trouble. Monitors network alarms, and performs fault isolation testing on radio and switching networks and peripherals. Creates and responds to work orders and trouble tickets by either conducting restoration efforts or dispatching the appropriate technician for resolution. Escalates trouble tickets with third party vendors as well as second tier organizations within T-Mobile
Operations Support: Answers inbound telephone calls from a wide variety of client organizations and external groups and performs the necessary support required by the caller. Provides support during large scale outages and disaster recovery efforts
Enrolls in and completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. Identifies, researches, and develops process improvements and recommends them to management for implementation
Works with more senior-level technicians to gain working knowledge of how to complete more complex troubleshooting and repair functions. Uses resource documentation for reference and troubleshooting network problems
2+ years technical experience in telecommunications, applications support, or system infrastructures
Possess strong analytical skills & strong knowledge of troubleshooting techniques
Excellent written and verbal communication skills; effectively able to communicate with all employee levels
This position operates in a 24x7x365 environment. Shift work and the ability to participate in an on-call rotation are required
Unix support experience
ITIL Foundations preferred
Experience working in a dynamic, fast paced environment where change is the norm, not the exception
Vocational/Technical Training. Two-year vocational degree in a technical discipline or equivalent work experience
LI-TECH-AC1

222

Service Operations Specialist Resume Examples & Samples

Supporting a clearly defined set of HRIT applications
Develop a good understanding of the activities required to execute production management functions
Support Service Operations teams in providing optimum service level to the business lines supported
Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied
Undertake specific functions within the relevant production management process as identified for the specific production management area
Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders
Provide regular and reliable reporting of relevant data to meet management requirements
Support the collection, analysis and production metrics on process data for KPIs to find out
| Exposure | Education | Certification
Overall IT experience of 10+ years
3+ Service Operations experience within a global operations context

223

Senior IT Service Operations Resume Examples & Samples

Define strategy and roadmap for software vulnerability discovery, reporting, and remediation services
Provide key inputs to the broader team to establish operational measures to assess the health of the vulnerability management service, including developing implementation and operational costs
Partner with 3rd party suppliers as necessary to implement the operational needs of the service, ensuring partners meet operational goals and performance measures
Collaborate with customers and the broader team to develop security patch compliance policies for the MLS environment while accommodating unique customer requirements
Drive ongoing service improvement plans to maximize the value to Microsoft and MLS customers
Participate in regular business reviews with customers to help drive adoption and address customer challenges
5-6 years of data center/lab/IT Operations or Service Management experience
3 years of experience managing enterprise environments subject to security patch compliance processes and tools, preferably involving Microsoft OS and platform compliance
3 years of experience with managing and maintaining IT security processes and procedures
3 years of experience in developing solutions for customers
College degree in Computer Science, Engineering, or related technical discipline is preferred but not required. ITIL / MCSE certifications are a plus
Strong candidates should be knowledgeable of future IT trends in areas such as software vulnerability detection and software update processes, with emphasis on Microsoft’s Operating Systems and platforms
Ability to balance workloads while collaborating with peers in building and supporting the next generation of IT services
Strong written and oral communication skills, including presentation skills
Sound technical problem resolution, judgment, negotiating/prioritization, and decision-making skills

224

Service Operations Specialist Resume Examples & Samples

Team member role reports directly to the Functional Manager
Ensure compliance with the standards and security requirements set forth by the Bank and based on the guidelines authorized by the GTO Management team
Participate in Deutsche Bank organizational events such as Town Halls and Team Meetings
Proactively manage Incident queues and conduct evaluation / triage for all incoming tickets before resolving / closing or re-assigning to the appropriate individual
Prior experience in deploy, implementation and maintaining Active Directory Windows 2008r2, 2012r2, within global enterprise organisation
Knowledge of creating and maintain monitoring within a SCOM 2012 platform
Bachelor Degree from an accredited college or university with a concentration in an IT-related discipline (or equivalent diploma / work experience)
A positive, ‘can-do’ attitude, excellent customer-facing skills, and a high productivity rate
A mastery of the English language, with excellent written and verbal skills

225

Service Operations Technician Resume Examples & Samples

Provides technical support/service desk ticket resolution
Provides loaner laptop/remote machine maintenance and issuance. Sets up and issues laptops for new remote users
Monitors patch levels of local and remote machines. Contacts users and works with them to perform necessary updates
Facilitates employee department transfers, setup and workstation moves
Updates all asset management systems
Maintains printers and copiers
Completes workstation maintenance
Provides backup as required
Provides end user related phone/voice mail system administration
Completes other assignments or projects as assigned
Experience with network troubleshooting (preferred but not required)
Experience handling calls within a Contact Center is (preferred but not required)

226

Service Operations Centre Manager Resume Examples & Samples

Implement and manage a fully operative Multivendor Service Operations Centre for NW coverage of 92.2% of Mexican population. The implementation includes complete SOC infrastructure to be deployed in Mexico
Manage the Multivendor SOC operations under a Master Service Agreement whereas Nokia operates the NW. The SOC Management provides all SOC business processes, SOC planning and SOC personnel related issues. SOC management Service activities include: SOC planning, controlling, steering and reporting all aspects of SOC activities; management of SOC organization and SOC staffing; delegation and empowerment of SOC managers and team members
Interface with Customer’s Operations Director and MVNx Operations Directors in all SOC-related issues. Lead and motivate the SOC team through effective team work, open communication and Nokia values to deliver best in class Network Operations Services
Ensure SOC team set-up and structure which supports the Operational teams in the following areas: IT/Tools, Competence Development, Process and Quality, Infrastructures & Security, HR and People related issues, SOC Overall Business Continuity Plan
Ensure successful resource management and the required team performance in the SOC teams to perform the following stages of a project: Assessment phase/stage, Ramp-up Phase and Competence Development of the teams, Migration Phase, Stability Phase, Transformation phase
Ensure Mode of Operations is implemented based on business/project requirements following the SOC Global Tools and process and Nokia Operations model
Ensure the right governance is in place for all projects
Ensure the standardization of processes and tools
Lead and drive continuous improvement of the SOC delivery for all projects, through: More efficient processes, Automated working procedures, analyses of the team delivery performance, Migration of other SOC winnings/other tools/other automations to LAT and apply them on the project
Work and align with the Operations team and Support teams within SOC to accomplish the above improvements
Ensure efficient way of working with other groups identifying synergies and cost efficiency
Successful and effectively address all the escalations together with Operations Director
Support the delivery of the financial targets for the CBT and Nokia
Bachelors or Master degree in Telecommunications or Electronics
15+ years experience from telecommunications: Network Operations, SOC Management
Management and leadership experience
Working across Boundaries -Supports and builds communities within Nokia. Operates across units, able to relate to individuals from different backgrounds and at varying organisational levels. Forms strong networks with partners, customers and suppliers. Looks for uncommon partnerships that produce mutual benefits
Driving Commercial Results -Ensures effective delivery of outcomes to support the objectives of Nokia. Plans and executes work in an effective manner in order to meet financial targets. Understands and keeps up to date with competitor activity. Seeks opportunities to further Nokia’s profitability
Influencing Others -Makes a strong and positive impression on others. Uses persuasion and negotiation to gain agreement and buy-in. Promotes ideas on behalf of self or others. Seeks support from communities to ensure that persuasion is effective
Planning & Organising -Sets goals and objectives and monitors progress. Considers the implications of missed timelines for the organisation. Manages time and projects, anticipating obstacles and formulating contingencies
Strategic Thinking -Works in line with Nokia strategic goals and vision. Demonstrates awareness of the market Nokia operates in and uses this knowledge to ensure a forward-focused approach. Talks about Nokia strategy and goals with peers and seeks to form strategic alliances across the business
Network Operations
SOC Management
Nokia Processes & Tools
Transformation
Service Excellence

227

Specialist / Engineer Service Operations Resume Examples & Samples

Resolve ServiceNow discovery issues as they arise- credentials, probe failures, firewall issues, etc
Monitor Asset & CMDB data quality through reporting and analysis
Identify areas of concern for Data Quality and raise to team- work to improve quality through various methods - discovery modification, data imports, etc
Work from technical design to create Service Catalog offerings, categories, business services & related artifacts/forms in ServiceNow
Write/test/document/deploly scripts within ServiceNow for workflow, discovery probes, etc
Prefer experience with enterprise reporting tools
3 – 5 years experience with forms, workflow & views for Change, CMDB, Asset, Knowledge, Service Portfolio, Service Catalog modules in ServiceNow
ServiceNow Discovery troubleshooting
JavaScript in ServiceNow
ServiceNow workflow customization, forms, data transformation
Knowledge and understanding of Network protocols
JavaScript
Enterprise Reporting
ServiceNow Reporting
Exposure to ITIL, and to IT and network components and principles
Degree or equivalent Diploma / Certificate in Computer Science. ITIL Foundations certificate, ServiceNow Certifications

228

Global Manager of Service Operations Resume Examples & Samples

Degree or equivalent tertiary education
Multinational Service Operations background within a global environment
Worked in multiple jurisdictions/territories with exposure to multicultural environments
Experience of operating at senior level with strong facilitation and team management skills
Strong operational and multinational service background
Experience of managing complex global business and change initiatives

229

Service Operations Specialist Resume Examples & Samples

Provide subject matter expertise, advice and guidance to drive compliance with Deutsche Bank Archiving policy, standards and solutions
Engagement with COO & Business partners to ensure system data and applications meet archiving requirements
Research, produce and maintain guidance and key operating procedures to support effective compliant archiving across the Bank
Analysis of the current operating environment against Deutsche Bank Archiving policy and standards
Maintain awareness of changes to records regulation through liaison with Group Records Management Office (GRMO) colleagues
Monitor and support business compliance with Archive policies and key operating procedures
Disseminate, promote and publicise Archive policies and best practice to relevant business users
Manage a training and communications program and deliver training and presentations to ensure that business and other key staff understand Archive principles, policies and procedures and know what they need to do to comply with them
Answer queries from end users regarding compliant archiving across data classes
Develop and manage relationships with key business contacts
Evaluate client archiving needs
Recommend archiving solution
Capture implementation risks and share with second line
Report on KRI’s (Key Reporting Indicators) and Controls
Maintain requirements for Archiving tools
Ensure systems meet Archiving requirements
Manage processes to maintain systems
Deliver Enterprise solutions
Ensure best practice is developed and shared including ways of working, technical solutions, practical hints and tips for effective compliant archiving
Maintain online presence
Deputise for the Global Head of Archiving as a Service as required
Manage the activities and performance of the Archiving analyst
Experience of managing records within a large organisation, preferably in the Financial Services sector
Experience of supporting end users in their use of Enterprise Content Management (ECM) tools such as Sharepoint+, FileNet etc
High intellectual calibre, evidenced by a good honours degree (or equivalent experience) and excellent analytical, research and IT skills combined with a close attention to detail
High-level interpersonal skills, including strong influencing and persuading skills
Excellent communication skills, particularly the ability to write reports and to communicate complex technical subjects in plain language to staff at all levels
Public speaking or training delivery experience and skills
Experience of implementing ECM systems with compliant archiving within large organisations across the data types Structured / Unstructured or Voice
Excellent time management skills combined with the ability to work on your own initiative and exercise judgment with discretion
Experience and skills to manage projects and staff effectively
Business German would be advantageous
Organised, able to plan and prioritise your own and your assistant’s work effectively and to self-generate work on areas such as improving the archiving service
Calm under pressure, able to juggle complex priorities to meet immediate and unpredictable deadlines while also ensuring that longer-term projects are completed
A strong problem solver able to analyse business issues and suggest appropriate solutions
Able to influence business leaders and interpret complex legislation and policies to represent these effectively to target audiences
A strong team player, committed to delivering to high standards and on schedule

230

Senior IT Service Operations Resume Examples & Samples

Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective collaboration
Communications: Develop standard communications model, templates, training, and publications. This position will require proper articulation of program; the candidate must grow to be comfortable and have the self-awareness to effectively present to senior leaders
Operations Management: Represents Incident Management service end-to-end when interacting with vendors, stakeholders and customers. Drive process for mitigation and support with a standardize, simplify, and automation mindset
Strategy: Define and advocate a well-supported technology and business vision, strategy and tactics to deliver on those opportunities
Service Improvement: Partner with stakeholders to continually improve the predictability of our service and enhance our service offerings
5+ years of operations support and/or incident service desk experience
5+ years of proven project management experience required

231

Service Operations Analyst With Spanish Resume Examples & Samples

GENERAL SCOPE OF THE JOB
LEVEL OF STUDIES
Graduated from University or student in terminal year, preferably in one of the following fields: economics, foreign languages, technical
Foreign languages skills
Minimum 6 months of previous work experience
Previous work experience in customer relationships, supply chain and logistics departments

232

Service Operations Expert Resume Examples & Samples

Develop a sound understanding of the application (technical and functional) and business environment / key stakeholders around the application usage
Set up and manage support team within Novartis IT Operating Model to ensure that applications meet business requirements and provide good performance, stability, availability and support for the application
Work closely with business community in order to understand, define and implement application enhancements to better serve business needs
Ensure application is kept in compliant state with latest Novartis requirements, including but not limited to GxP, IT Security and Data Privacy. Application must kept in a state of audit readiness, and any compliance gaps remediated
Manage release cycles to periodically implement new application enhancements
Use communication skills effectively to share information with business community, negotiate data delivery schedules and coordinate across other teams as needed
Maintain contact with key customer groups / stakeholders to understand customer feedback / pain points and areas of improvements
Manage efficiently operational aspects related to Financial Tracking, Issue Management, Risk Tracking, Service Reviews
Good understanding of technology to facilitate architecture discussions, trouble shooting and management of support teams
Support key projects to ensure that future application (either upgrades or replacements ) are fit for purpose from a support and operational perspective
Liaison with technology / product vendors related to the application. Understand their roadmaps and impact on application
Understanding of the external technical landscape in context to application
Single point of contact for all areas related to the application
English – fluent spoken and written
A minimum of 5 years of experience in working in an IT environment
Bachelor’s Degree in Computer Science or Engineering
Prior experience in managing application support and delivery
Experience in managing external service providers in different locations and time zones

233

Service Operations Business Intelligence Operations Manager Resume Examples & Samples

Develops and implements a short- and medium- term resource forecasting system, model, and process that gathers and interprets complex business requirements to enable supply/demand gap analysis, cost/benefit analysis, and create multi-dimensional visualizations for senior leadership through Tableau, Power Point, and/or other suitable software and methodology alternatives. The visualizations will depict, in easily understandable format, project prioritization rankings, deficits / surplus in specific skills, timelines, and the ability to instantly visualize the effect of a re-prioritization of one or more projects, through what-if scenarios and drillable supporting details. The end-objective is buy-in consensus on the deployment of a finite set of resources, and acceptance that some projects will be deferred or not pursued as a consequence
Establishes a set of complex, multi-dimensional business requirements to enable prioritization decisions across projects, people, and skill competencies, where multiple skills exist across most resources, and most resources are working simultaneously on multiple projects. Employs theory of constraints techniques to identify and resolve bottlenecks inherit in the resource forecasting model
Drives and influences behaviors across manager peers and their teams to ensure resource forecasting model is maintained daily and habitually sustained. Applies change management techniques to ensure the model is embraced. Develops and employs the most effective communication channels to continually refine resource deployment and prioritization decisions – at the granular level, this will be an intra-day operations management need
Understands multiple, required systemic intake entry points and effectively blends required sources of data into an integrated, repeatable resource forecasting model
Matrix partners and collaborates with PMO and vertical operational leaders to effectively weigh and prioritize multiple project portfolios originating from enterprise, service operations, and team levels
3-5 years of proven leadership in advanced capacity model forecasting and demand/supply pool visualization
Bachelor degree required, master degree preferred, with emphasis one or more of the following specialties: capacity forecasting and modeling, operations management techniques, finance, and accounting
Proven, advanced skills in Tableau, Power Point, and other relevant software applications to effectively model and convey demand/supply scenarios to multiple levels of leadership
Ability to provide influential, headline leadership messaging to drive decision making on resource deployment
Ability to lead in a matrix environment as an individual contributor or with a small staff

234

Service Operations Specialist Resume Examples & Samples

Responsible for a smooth operation of the global dbPremier Core Infrastructure
Operation and configuration of the EMC Storages, SAN, HP Blade Enclosures & Blades as well as the VMWare ESX(i) hypervisor
Support the windows Server 2008/2012 environment
Monitoring and resolution of all incoming tickets and customer queries
Monitoring and implementation of business requirements
Active participation in the GT team at a global level
Degree in Computer Science/Business Information Systems or equivalent training in information technology
In depth knowledge of Windows operating systems 2008/2012 with several years experience
In depth knowledge of Server, Storage and SAN technologies with several years’ experience
Professional qualifications (e.g. MCSE, MCITP, etc) in addition to practical experience
Qualification in other professions (VCP,VCAP,EMC Proven Professional, etc.) an advantage
Knowledge of Microsoft products like MS SQL and Active Directory
Good knowledge of network protocols (TCP/IP, DNS, DDNS)
Experience of the GT organisation (knowledge of the organisation, processes and IT terminology)

235

Senior Analyst, Service Operations Resume Examples & Samples

Serves as primary delivery contact for audit requests. Responsible for driving specific audit remediation actions and fixes with Service Provider and Technology Domain teams. Ensure that all the IT systems are complaint withSOX, PCI, PII etc
Provides input and feedback for Applications Business Impact Analysis definition and requirements. Reviews the Application Disaster Recovery plans and ensure that the service providers exercise test drills and execute the plan as designed. Assists providers in coordinating with 3rd party hosting or Software-as-a-Service (SaaS) providers on
Seeks ways to reduce Business As Usual application related costs and increase efficiencies of applications in production. Ensures that year over year total cost of ownership continuous improvement goals are achieved.Identifies additional opportunities to reduce maintenance and support total cost of ownership
Ensure that all critical production services including: Incident, Problem, Service Transition, Audit, Validation and

236

Service Operations Analyst Intern Resume Examples & Samples

Project Setup
Time and Expense Transfer and Reversals
Batch time and expense entry
Set tasks to bill

237

Service Operations Specialist Resume Examples & Samples

Executes the Incident Management process tasks in adherence with Key Operating Procedures and Working Instructions
Acts as a direct escalation point for Incidents from the Incident Mgmt Support Team
Provide Global Inicident Management presence in the Command Centre as and when requested
Ascrertains and confirms the full business impact related to Incidents
Manages Severity Critical, Severity 1 and Severity 2 Incidents
Undertake all communications related to management of Incidents and resolving conflicts
Co-ordinating global conference calls to investigate and diagnose Incidents and drive resolution
Identifying and documenting key risks/process issues or concerns observed during the management of the Incident for handover to Problem mgmt
Interfaces with key stakeholders in a highly pressurised environment, with the ability to engage individuals across a range of backgrounds and levels of seniority
Supporting the continuous Service Improvement Programme
Ability to listen and understand without interruption
Calm, controlled and level headed, rational, especially in stress situations
Good understanding of banking business
Negotiation & conflict resolution
Objective and decisive
Integrity, trust & fairness
Analysis & problem solving
Ability to arbitrate at all levels of the organisation
Customer & Service Orientation
Business & Product knowledge
Technology knowledge & expertise
Openness to innovation & change
ITIL Foundation/Practitioner in Incident Management
Acceptance to work over hours and weekends in an On Call capacity
Experience of managing Global Teams
The Incident Manager will be able to work well under pressure, and deal with demanding stakeholders across the business
Deep process understanding of Incident Management
Ability to manage senior stakeholders
Ability to handle conflicting situations
Ability to multi task with attention to detail
Very good time management and organisation skills
Ability to manage remote/virtual teams
Ability to work shifts and weekends
Able and confident to challenge professionally
Assertive not aggressive
Calm and considered approach
Ability to handle sensitive matters with discretion and maintain confidentiality

238

Service Operations Analyst Resume Examples & Samples

Serve as a liaison between the business unit and SunGard BPO teams
Identify and report opportunities for improved efficiencies and controls to management and makes appropriate recommendations
Implement identified process improvement for department by working with associates, management and other related areas
Investigate, recommend and develop training and developmental methods that benefit from existing or emerging technologies to improve processes and enhance associate learning
Continuously look for improvement in the use of tools and resources including but not limited to: OMNI Admin, EXPAG, and OWS
Allocate shared resources across the service team to drive efficiency, cross training, and coverage for areas during peak productivity periods
Troubleshoot issues on floor relating to service and process
Other duties as required by the position or directed by management
Actively coordinates, joins, and/or participates in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department

239

Service Operations Specialist Resume Examples & Samples

Strong in database administration experience and support large database environments in MSSQL Server and Sybase technologies
Database Performance Tuning, Query Optimization and SQL server tuning at database and server level
Database upgrade and independently plan and execute the critical migration projects
Covering all most important administrative tasks, such as planning and building new servers, database file management, backup and restore, user account and data security management, capacity planning
Disaster Recovery implementations based on Database Mirroring and storage based replication (SRDF), design and implementation of high availability systems using Log shipping, mirroring, SQL Always ON methods in replicated and clustered environments, data integration and synchronization
Provide on call production support on rotation basis
6-8 years’ experience working as production database administrator supporting the SQL Server 2005/2008/2012/2014 on Windows 2003/2008/2012 platforms
3 years hands-on experience in supporting the Sybase database server 12.x and 15 on Unix platforms
Expertise in Install/Upgrade/Configuration of SQL Servers for all supported versions
Experience in database clone, Database deployment including SSIS package installations
Expert in understanding of Production support roles and responsibilities
Expertise in implementing Disaster Recovery features like Database Mirroring, Log Shipping and SQL Replication for business critical applications
Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication and High Availability strategies for MS SQL environments
Expert in understanding of MS SQL security features and Windows AD platform
Effective verbal and writing communication skills
Well organized individual with strong production support experience
Builds positive working relationships and works collaboratively with other team members
Experience in a large corporate environment
Self-starter and ability to work independently

240

Service Operations Specialist Resume Examples & Samples

Strong database administration experience and support large database environments in MSSQL Server and Sybase technologies
Advanced Database Performance Tuning, Query Optimization and Sybase and SQL server tuning at database and server level
Covering all most important administrative tasks, such as planning and building new servers, database disk management, backup and restore, user account and data security management, capacity planning
Disaster Recovery implementations based on Log shipping, Database Mirroring and storage based replication (SRDF), design and implementation of high availability systems using Log shipping, mirroring, SQL Always ON methods in replicated and clustered environments, data integration and synchronization
Work with infrastructure team on upgrades, patching and resolution of cross functional issues. Participate in application audits, adhere to the internal standards
Provide deployment support for database objects in production and test environments
6-8 years of experience working as production database administrator supporting Sybase 12.X and 15.X servers on large databases
3-4 years of experience working as production database administrator supporting Sybase replication 12.X and 15.X servers
4 years of hands-on experience in providing production database administration supporting Microsoft SQL Server 2005/2008/2012/2014 on Windows platform
Experience in dealing with Sybase MDA tables for performance analysis
Experience in database install, upgrade, plan and execute critical migration projects
Expert in designing database partitioning, encryption and implementing security standards to secure critical environments
Well versed with Database optimizer changes, database internals and troubleshoot production issues
Experience in Sybase Replication server installs, upgrade and troubleshooting replication issues
Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication and High Availability solutions
Good knowledge of MS SQL security features and Windows AD platform
Experience with standard database monitoring tools

241

Service Operations Specialist Resume Examples & Samples

5+ years’ experience in IT in large corporate environments, specifically in the area of controlled production environments preferably within Financial Services Technology in a client-facing function
Experience in managing relationships across multiple disciplines and time zones
Experience of managing external service delivery vendors / partners
Good written and personal communication skills
Service Management / Production Support experience combined with problem solving skills within a global support context
ITIL experience / best service practice within a real time distributed environment is desirable
Experience with ITIL process supporting systems a must
Experience with MIS systems / business intelligence systems (eg. Business Objects) a must

242

Coo-cto-service Operations Specialist Resume Examples & Samples

Database installation, configuration on windows and Unix platforms
Troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log issues, connectivity issues, security issues etc
Configuring the database standby, Mirroring, Log shipping and support
Design the database partitioning, encryption and implement the industry standard security to secure the critical environments
Well versed with Database optimizer changes, database internals and able to apply this knowledge to troubleshoot the real time production issues
8 years experience working as production database administrator

243

Service Operations Specialist Resume Examples & Samples

Leadership, good communication, problem solving and ownership
Experience of working on complex systems within the Finance industry or other industry involved in large scale real time messaging and batch processing
Ability to read and write scripts in common languages
Understanding of ITIL or other service management delivery framework
Understanding of Pricing, business MIS, workflow and document distribution
Managing Index and real time price calculation for a specific application set
Control M or other workflow platforms
Reactive – owning or overseeing
Issue management – ownership – including for senior MDs/Ds in business units
Incident management – communication and coordination
Problem management – incident action follow up, post incident reviews, etc
Technical queries and compliance/audit reporting
Business and technical communication for incidents
Proactive – owning or overseeing
Morning checks – in conjunction with vendor or other teams
Monitoring – use and continual improvement using firm standard toolsets
Preparation for business and technology events e.g. economic announcements, DR tests
Release management – change notifications
Deployments – binary and config changes
Close monitoring of the systems during critical business events
Platform and process improvement projects

244

Manager, National Accounts Service Operations Resume Examples & Samples

Manages the US and Canada National Account customer care team in a manner that enables proactive customer contact throughout the customer lifecycle ensuring identification of areas where customer satisfaction may be at risk and implementing proactive means to ensure maximum customer retention and satisfaction measured through NPS and SCI metrics
Ensures routine and robust assessment and feedback management of call and interaction quality programs, ensuring routine coaching of all members of the service operations team
Drives compliance and oversight in Government and National Account contract approvals
Acts as a customer advocate and subject matter expert throughout the organization ensuring that both the customer and SimplexGrinnell’s interests are well represented
Manages the service operations team in a manner which helps to drive profitable revenue. Understands and takes action on the areas of opportunity to influence the achievement of the monthly, quarterly, and annual bookings, revenue and profitability targets
Manages a robust escalation process for customer issues, identifying trends in escalations and developing overarching solutions to prevent root cause where appropriate
Makes data driven decisions which are backed with strong analytics while driving customer advocacy
Responsible for ensuring the timely creation and delivery of customer reports in accordance with customer expectations for report delivery
Oversees the development and utilization of reporting mechanisms and dashboard to insure visibility on performance
10+ yrs progressive service operations management experience
Demonstrated experience developing high performing service delivery teams thorough interaction quality management, service operations metrics and data driven decision making
Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they represent
Demonstrated ability to drive continuous improvement in a customer facing organization
Demonstrated ability to develop multiple levels of direct reports

245

Service Operations Specialist Resume Examples & Samples

Reporting directly to the Global Network Change and Recovery Manager, the incumbent will perform special Business Continuity tasks of planning, procuring and testing resources (human, technical, etc.), confirming that regional alternate locations are readily available; monitoring that corrective actions are implemented; documenting the results of all annual DR tests. Undertake all the Americas and branch offices eBCM lifecycle deliverables (annual Awareness Training, Business Recovery Solution test, Business Impact Analysis/Business Continuity plans and semi-annual Call Tree Test.)
Network Change Management tasks would include-but not limited to reviewer/approving all Network Change related tasks prior to their implementation; assist enforcement of Network Change policies and procedures. Administration of Network daily, weekly and monthly reports; on-going tasks of updating Network Change Control KOP
Additional the candidate will be required to document, planned all network procedures jointly with the regional ITF coordinators the invocation of all landlord annual building powers and building preventative maintenance exercises while employing all network cost savings opportunities
Primary BCM liaison between CSBC, Service Continuity and the DB Business groups with the assurance of a network that is reliable, secure, redundant and uninterrupted
Ensuring that all Changes to the Network infrastructure have met the pre-determined standard for risk, quality, conflict, approval and notification, as dictated by GCM team
Examining that each Change in the context of business requirements, approvals and schedules, prior to the implementation of any Change to the Network environment
Communicates major Network Change events globally while addressing Change conflicts with the affected Business Unit and escalations to ensure closure and resolution
Hosting global internal Change Advisory Board (CAB) meetings as well as participating/representing Global Network Changes on the weekly GT CAB meetings
Working closely with all the Network Support staff in identifies and rectify any infrastructure risk that may impede recovery and report these risks to the Global Services Continuity and CSBC teams
Participating/supporting all annual CSBC DR/BCP, FED test and Landlord mandated power down exercises globally – each time providing an improved solution to our previous year plan to return to normal production post invocation
Certifying that all Network 4 eBCM lifecycle requirements (biannual Call Trees, Business Continuity documents, annual awareness training and business recovery solutions test) are current in the eBCM portal
Ensuring all Global Network team members understand their roles and responsibilities regarding emergency preparedness
Ensuring all Global Network staff are familiar with their evacuation and assembly points, business continuity plan for their department and their roles in a recovery solution
Attend weekly service review meeting
5+ years’ experience in Change Management and BCP and DR management
Proven Technical and analytical skills using Microsoft Excel with Pivot tables, Charts and macros and Access
Superior interpersonal skills and ability to work well with others
Excellent oral and written communications skills
Team player with a positive attitude and focus on business issues
Basic networking knowledge of LAN, MAN, WAN, Firewall infrastructure
Knowledge of SharePoint and basic administration of accounts and structure
Hands on advance working knowledge of MS Suite of applications (Excel, PPT, etc)
Strong risk assessment, negotiation and problem resolution skills
Knowledge of Service Now preferred
Firm understanding of the BCM industry specifically in the banking and financial sector
Familiar with industry regulations, guidelines, and best practices

246

Service Operations Growth Director Resume Examples & Samples

Requires a BA/BS degree in a related field, 10-15 years of leadership/management experience in health care management, marketing products, and managing significant business results; or any combination of education and experience, which would provide an equivalent background
Previous cross functional project management experience in health care setting preferred
Managed Care experience is required
Medicaid experience is required
Must have excellent communication skills (written and verbal) and interpersonal skills
Must have strong PC skills (Word, Excel, Outlook, PowerPoint)
Must have strong presentation and leadership skills
Travel up to 50% is required at times, but not likely required year round; average travel will be 25%

247

Medicare Service Operations Resume Examples & Samples

Provide financial insights and make recommendations to support business decisions and develop effective strategies, with an overriding goal to create value for the company
Work in a consultative role with various departments in creating effective reporting and analyses in order to improve processes, create efficiencies and proactively provide business partners data/metrics/cost information to identify and influence areas of financial / operational improvement
Lead the month end close process including preparation/review of journal entries, account analysis, reconciliations, and reporting actual versus budget and forecasts
Collaborate with business partners in developing methods and criteria for measuring/summarizing financial data and preparing valuable analysis in a dynamic environment
Maintain and review various system reconciliations between source systems and financial and operational reporting processes
Support special projects that may necessitate cross-functional partnerships
Establish, foster and maintain working relationships with peers and management within Finance and Medicare Service Operations
Lead the forecast process including the development and maintenance of analytical tools to forecast and evaluate financial/operational effectiveness
Bachelor’s Degree in Accounting, Finance or a related field
Experience with budgeting, modeling, and financial analysis with the ability to support business operations partners
Strong analytical skills to support business operations through key performance indicators and market trends
Strong Microsoft Office skills, with proficiency in Excel, a focus on financial modeling and the advanced use of spreadsheets
Ability to influence and affect business outcomes
Strong written and oral communication to effectively discuss financial data and related analysis
Must be able to manage multiple projects and meet tight deadlines
Be able to present information to a variety of audiences at a high level
MBA and/or CPA preferred
Proficiency in Oracle and/or Hyperion Essbase

248

Head of Service Operations Resume Examples & Samples

Delivery of on wing and off wing services to customers in the region and ensure all the element of the services operational plan is executed in accordance with each project's executive plan
Develop and maintain the regional service operation strategy and drive the regional implementation plan
Lead the service delivery quality management process in region, to address regional issues working closely with the service lines and projects to prioritise, find root cause and implement solutions
Maintain target levels of product fleet health such as spare engines, LRUs & other assets and managing maintenance burden to ensure customer fleet and individual engine risks are within acceptable limits
Drive regional fleet issue containment campaigns execution to mitigate event exposure and support delivery of disruption index targets
Ensure that in region service disruption failures are contained and managed to commitment by identifying hazards to plan and driving mitigation actions
Execute the operational Ops and hazards management process for the region
Establishing and maintaining the regions standard governance structure (interaction between service lines, projects and regions)
Technical degree in engineering, logistics or operational disciplines
Proven relevant operational and technical experience
Ability to lead a team effectively and deal with ambiguity with strong leadership and program management skills
Customer focused with a deep understanding of what will drive customer satisfaction to deliver solutions against specific customer requirements
Business acumen with strong Interpersonal and presentation skills
Ability to organise and prioritise programs effectively to meet all the deadlines

249

Change & Service Operations Lead Resume Examples & Samples

Total Exp in incident, change, release & service operations of 7 Years at least
At least 2 year of Change Management experience within a busy IT department
Experience of other key Service Operations functions, including Problem, Incident and Config & Asset Management
Process management background and experience of Service Transition – particularly relating to Change Management
Experience of operating in a fast-paced business environment with an emphasis on positive change and adaptive working practises
Experience of engaging and building successful relationships with stakeholders of the Change Management process
Experience of operating in a Global business environment
ITIL Practitioner certification & Experience of ServiceNow

250

Director, Service Operations Resume Examples & Samples

Pilot and expand support to the CNR team based on time & motion findings along with automation resulting in doubling the productivity of the team
Bring in-house our Interactive Client Services delivery for Gartner optimizing self-service as much as possible
Use Data Science techniques to synthesize and derive intelligence out of multiple surveys
Lead a team of consultants to support the Services team and improve win-rate of proposals by providing top-quality engagement plans to them
Innovate and drive strategic initiatives to improve service delivery to Gartner clients
Impact key performance metrics for custom proposal support, including retention and NCVI
Reporting and analytics support to sales and service teams to improve their effectiveness. Innovation in reporting and analytics
Overall 10+ years of experience
Experience in management consulting preferred
2-3 years of data analytics experience and managing a team working on analytical insights
2-3 years managing a team of sales support or knowledge support services
Microsoft Office expertise
Knowledge of SQL or basic programming skills a plus; knowledge of analytical tools a plus
Effective process and people management skills in a fast-paced environment supporting services with high business impact
Analytical thinker with experience deriving business insights from data analytics
Detail-oriented with high personal standard for quality
Exposure to corporate data warehouses and databases preferred
Experience developing and maintaining management reports in Excel
Familiarity with analytical tools a plus

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