Position Details:

This job is responsible for leading a team of operations staff in addition to incident and change management and enabling the efforts to ensure incidents/problems are assigned which may include escalation to Engineering and coordination with key stakeholders. This position provides management support for priority issues and is escalation for on call 24-hour production and end-user support environment. This manager will help facilitate all aspects of support for our Digital BSS value stream.

Experience

• At least 5+ years of Supervisory or Management experience of operational teams
• 5-10 years of experience working in IT/MIS environments
• Prior experience routing and prioritizing tickets and managing deliverables
• Experience of application support of software platform
• Bachelors Degree preferred
• SQL, ElasticSearch, and AWS experience preferred

Knowledge, Skills and Abilities 

• Ability to manage a highly functioning team that supports operational activities
• Strong customer focus with attention to detail
• Ability to build relationships and develop trust with peers and business partners
• Strong written and verbal communication skills
• Ability to multi-task and context-switch across a variety of customer incidents and needs
• Excellent organization and prioritization skills
• Experience with billing application support is a plus