IT Operations Manager

hace 6 días


San José, San José, Costa Rica Micro Focus A tiempo completo

About Micro Focus

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At Micro Focus, we're committed to helping our customers succeed in today's fast-paced digital landscape. Our company combines pragmatism, discipline, and customer-centric innovation to deliver trusted solutions that meet the evolving needs of our customers.

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About the Role

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We're seeking a highly skilled Technical Support Leader to join our team. As a key member of our IT operations team, you will be responsible for leading incident management, escalation management, and problem management initiatives, ensuring seamless service delivery to our customers.

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Key Responsibilities

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  • Lead incident management efforts, resolving single incidents efficiently and effectively, and escalating complex issues as needed\
  • Manage escalations via established processes, working closely with stakeholders to resolve issues and ensure timely resolution\
  • Proactively identify solutions to prevent problems from occurring, leveraging your knowledge of ITIL best practices and industry trends\
  • Independently review, implement, and verify changes/solutions of high complexity and risk, ensuring they meet customer needs and drive business value\
  • Oversee configuration management processes, resolving issues and implementing improvements to increase efficiency and reduce downtime\
  • Provide feedback and influence change in internal and/or vendor-provided products/service offerings, driving quality improvements and enhancements\
  • Participate in project management, proposing and/or leading customer and internal projects across technology customers and/or internal businesses/end users' areas, including transformation\
  • Demonstrate comprehensive understanding of contract obligations across business area, providing guidance to others to meet contract obligations and ensure compliance\
  • Evaluate the impact of proposed changes on capacity design and plan, ensuring effective and efficient capacity management and reducing the risk of downtime\
  • Responsible for activities involving damage assessment, coordination with other recovery teams, deciding on recovery steps to take, maintaining records, and providing recovery status reports\
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Requirements

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We are looking for a highly skilled and experienced individual who possesses the following qualifications:

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  • Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience\
  • Typically 2+ years of relevant experience, with a strong background in IT operations and service delivery\
  • ITIL Intermediate level Certified, with knowledge of ISO20000 and other relevant technologies\
  • Strong communications skills, good presentation skills, and client-facing interpersonal skills\
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About Micro Focus

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Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status.


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