- Excellent communication and interpersonal skills with the ability to work effectively with cross-functional teams.
- Experience with performance monitoring and analysis tools.
- Strong leadership and team management skills.
- IT certifications such as ITIL, SIAM or relevant certifications are a plus.
- Working experience with one or more of the following platforms –, Mulesoft, SalesForce, Nokia FlowOne, ARIA, Matrixx, CSG
- Excellent Knowledge of DevOps & ITIL Frameworks.
- Good influencing styles and networking ability
- Ability to work effectively in complex matrix organizations involving outsourced operations
- Strong technical consultancy skills and good business awareness to drive business process improvement
- Ability to understand and apply new technologies/applications to deliver effective IT solutions
- Working Knowledge of application development methodology, techniques, and standard.
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Senior Manager, Service Assurance - San Juan, Puerto Rico - Liberty Latin America Communications, Inc.
Encontrado en: Talent PR C2 - hace 6 días
Descripción
What ́s the role?
As the IT Service Assurance Lead, you will play a critical role in ensuring the stability, availability, and performance of our IT services. You will be responsible for developing and implementing service assurance strategies, managing operational escalations, and collaborating with cross-functional teams across Enterprise-Wide Technology (EWT) to drive strategic continuous improvement in service quality. Your expertise will be crucial in maintaining a high level of customer satisfaction.
How can you add value?
Service Assurance Strategy: Support the IT Business Partner in developing and implementing IT service assurance strategies to proactively identify and address potential service issues through continuous service improvements.
Service Integration and Management (SIAM): Work with the SIAM team to identify areas of process improvements across core Service Management processes like Incident, Problem, Change, Configuration and Request fulfilment.
Service Quality Improvement: Collaborate with multiple internal and external teams to identify areas for strategic service quality improvement and drive initiatives to enhance service reliability and performance.
Performance Monitoring: Implement monitoring tools and methodologies to continuously monitor service performance and report on key performance indicators.
Team Leadership: Lead and mentor the offshore team of 6 service assurance professionals, fostering a culture of excellence and continuous improvement.
Documentation: Maintain accurate documentation of service assurance processes, incident reports, and problem resolutions.
Stakeholder Communication: Effectively communicate service status, operational updates and resolutions to stakeholders, including senior management including CTOs and OpCo SLT As the IT Service Assurance Lead, you will play a critical role in ensuring the stability, availability, and performance of our IT services. You will be responsible for developing and implementing service assurance strategies, managing operational escalations, and collaborating with cross-functional teams across Enterprise-Wide Technology (EWT) to drive strategic continuous improvement in service quality. Your expertise will be crucial in maintaining a high level of customer satisfaction
Vendor Management: Work with Service Operations and Collaborate with third-party vendors and service providers to ensure seamless service delivery and adherence to contractual agreements.
What do you need?
Education and/or experience:
Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree preferred.Proven experience in IT service assurance or related roles, with at least 5 years of leadership experience.
Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management and SIAM frameworks.
Other Qualifications:
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Usuarios de profesión Senior Manager, Service Assurance en San Juan
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