Technical Operations Manager

10 ore fa

Lodi, Lombardia, Italia Hitachi Vantara Corporation A tempo pieno
About the Role

We are seeking a highly skilled Technical Operations Manager to join our team at Hitachi Energy. This is an exciting opportunity to take on a leadership role and be responsible for the day-to-day management of our OSS specialists.

Job Description

In this role, you will oversee the induction process for new OSS specialists, ensuring that they receive comprehensive training and support. You will also be responsible for managing the functional oversight of designated OSS specialists, including internal and external team members.

You will develop, maintain, and publish relevant OSS knowledge articles within the SNOW platform. Additionally, you will ensure site-related communications are kept up-to-date, such as pIT Stop, organizational charts, and announcements.

Your responsibilities will include resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage. You will also gather critical information concerning OSS operations, including the latest technological developments, and communicate with wider teams.

You will identify issues and propose service improvements to OSS Regional Managers. Actively participating in resolving complex problems and major incidents as part of incident management is also a key aspect of this role.

You will coordinate resources to support off-site meetings and events, particularly those occurring outside regular working hours. Monitoring the workload of OSS engineers and adjusting resource allocation as required is another essential duty.

You will monitor and manage OSS assignment groups within the ServiceNow platform. Providing a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets is also a responsibility.

Distributing information to OSS engineers from other departments within the organization is crucial. Ensuring compliance with Health & Safety requirements, ethical standards, code of conduct, and moral principles is also a vital aspect of this role.

You will verify that the necessary IT equipment, tools, and access permissions are provided to OSS engineers. Recommending and implementing measures to improve operations and customer service is also a key responsibility.

About You

To succeed in this role, you will need a Bachelor's degree or formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT. A minimum of five years of professional experience in IT support, with a track record of leading and managing teams of at least five individuals for a minimum of two years, is also required.

Holds a valid ITIL certification and excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English, is also necessary. Bringing an outstanding customer service orientation as well as proven interpersonal and communication skills is essential. Experience in process management improvement in a technical environment is also beneficial.

Compensation and Benefits

The estimated salary for this role is $85,000 - $110,000 per year, depending on experience. We offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

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