Supervisor, IT Service Operations

hace 7 meses

San José, Costa Rica TD SYNNEX A tiempo completo

Job Purpose:

- Deliver optimum performance, availability, capacity, reliability and security for all production systems, platforms and networks within the assigned preview.
- Work with engineering and architecture teams to ensure platforms have the correct capacity and performance, both now and in the future.
- Ensure all other operational processes are correctly executed, such as patching, vulnerability, etc.
- Where necessary take part in or lead major incidents and ensure appropriate follow up on the root cause analysis.
- Ensure all operational procedures are documented.
- Seek to improve operational procedures and where possible automate them.
- Track and drive remediation and fulfilment of incidents and service requests within SLA.
- Build the operational teams.

Provides day to day run support for Salesforce, other server operating systems, and storage in highly virtualized on-premise data centers as well as in the cloud. May participate in on-call rotations related to critical services in multiple countries. Maintains and improves key operational processes and procedures related to operational running of enterprise environments.

**Responsibilities**:

- Plans and supervises individual team of service operations agents to ensure correct running of processes, procedures and systems against SLAs. (40%)
- Supervises and manages the allocation of incidents and service requests to ensure meet appropriate SLAs. (30%)
- Documents and reviews processes and procedures. Seek to improve existing procedures and processes and automate where possible. (10%)
- Grows the team. Provides or arranges training for individual colleagues. Maintains current talent assessments and global colleague development and succession plans that promote inclusion and diversity. (10%)
- Plays an individual role on business projects as required. (10%)

Knowledge, Skills and Experience:

- 5 to 8 Years of relevant work experience.
- 1 to 3 Years of experience directly managing / supervising employees.
- Bachelor's Degree with Information Technology Field of Study preferred.
- Bachelor's Degree with Information Technology field of study required.
- Other Education / Certifications: ITIL, Project Management, Organizational Change Management, Staff Development, Resolving Conflict, Six Sigma, Lean Process Design, Agile, Kanban, Emergency Operations, MCSE, SCCM, ITIL Foundation, CCENT.
- Able to execute instructions and to request clarification when needed.
- Possesses basic clerical and data entry skills.
- Able to perform basic mathematical calculations.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English.
- Able to create and conduct formal presentations.
- Able to interact effectively with all levels of management.
- Able to negotiate skillfully, promote/sell ideas persuasively, and close transactions with mutually beneficial results.
- Possesses strong multi-cultural interpersonal skills.
- Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to quickly learn new systems and technology.

**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to your country to best accommodate your lifestyle.
- ** Grow Your Career**:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- ** Elevate Your Personal Well-Being**: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- ** Diversity, Equity & Inclusion**:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- ** Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.
- ** Connect with Your Community**: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

At Shyft Global Services, a TD SYNNEX Company, we're proud to be recog

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