Job Description

1. Technology

• Review and improve operational workflows and processes. Use technology to streamline process and improve controls
• Utilize metrics to identify trends and service improvement opportunities
• Function as an SME for GPM-Ops owned tools
• Perform advanced monitoring administration tasks and identify opportunities for improvement.
• Support the production job scheduling tools
• Build automation scripts to help improve the overall efficiency of the GPM-Ops team

2. Support

• Lead the department projects. Effectively manage the project resources and deliverables.
• Build strong relationships with the systems support teams to promote problem solving and innovation. Server as the escalation point for all system support teams..
• Guide and monitor the business and system communication efforts.
• Monitor transmissions to and from business partners and follow contingency plans when necessary.

3.Incident / Problem Management

• Lead the Incident Management activities within the GPM-Ops team. This includes the managing of incident / problem tickets, collaborating with support teams, effectively communicating issues and the documenting of events.
• Perform incident manager duties when required
• Perform first level troubleshooting of application and infrastructure issues. Follow documented troubleshooting processes to either resolve the problem or escalate to the support team.
• Identify negative trends from an incident perspective and follow-up with support teams to develop a solution.

4. General

• Represent the GPM-Ops team in internal and external audits. Provide timely responses to various audit requests.

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Education

• BA/BS Information Technology, Computer Science or related field.
• 5+ years operations / systems support in a lead role.

Knowledge and skills

• Excellent client and interpersonal skills
• Strong problem analytical and problem-solving skills
• Comprehensive understanding of mainframe and distributed environments
• Experience with automation scripts