Manager, Technical Engineering

Your Role

The Command Control Center (NOC/BatchOps) team is responsible for monitoring hosted and BSC's externally-hosted systems' events thru incident ticketing, and execution of batch operations to assure successful completion within required timelines . The Manager, IT Service Management will report to the Senior Manager, IT Service Management. In this role you will provide day-to-day supervision for the NOC/BatchOps teams (specifically, Swing and Graveyard Shifts), managing issues by diagnosing and troubleshooting errors, resolving incidents with support from respective L2 and L3 teams to drive problem management, oversee development of solutions that improve business outcomes for NOC/BatchOps. You will also be responsible for developing and maintaining NOC/BatchOps procedures, and continuously improving the team's performance to meet service level agreements (SLAs), reducing triaging times by training staff, implementing best practices and tuning tools like BigPanda, Dynatrace, etc to improve the quality of services.

Your Knowledge and Experience

• Requires advanced knowledge of IT Service Management usually obtained through advanced education combined with experience.
• Requires a bachelors degree or equivalent experience
• Requires at least 7 years prior relevant experience
• Requires at least 1 years of management experience gained as a team leader, supervisor or project/program manager
• Requires at least 2 years of working experience with Observability tools like BigPanda, Dynatrace, Azure monitoring.
• Requires at least 3 years of working experience with ServiceNow ServiceMarketplace, Confluence, Jira and Artifactory.
• Working knowledge of Tidal and other batch processing tools is a plus