Manager, TOC - OIT

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Description

KEY RESPONSIBILITIES:

• Manages the enterprise's technical operations support team to ensure timely resolution of network issues and service incidents in accordance with enterprise-wide customer service level agreements (SLAs).
• Ensures timely responses to events generated by network monitoring applications and issues submitted to the Technical Operations Center (TOC) by the call centers and customers.
• Examines real-time and historical outages in the trouble ticket management systems and provides feedback to TOC staff to promote incident management process improvement.
• Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance.
• Performs problem management and analysis of real-time and historical data for incidents and outages, reviews alarms, systems data, trouble ticket work logs and historical data to assess needs and initiate effective long- term solutions.
• Prepares post mortem reports on TOC events for IT management presentations.
• Manages Network Engineer I, II, and III positions.
• Manages people resources and processes to administer day-to-day operations.
• Hires, trains, and evaluates staff.
• Gathers customer feedback to assist TOC staff with meeting SLA requirements.
• Manages trouble ticket assignments to TOC staff to ensure V.I.P. issues receive high priority.
• Reviews incidents with TOC staff and IT departments to evaluate incident stats and define accurate customer impact.
• Oversees customer communications to ensure incident alarms are sent.
• Engages open technical bridges to capture activity detail and to manage incident resolutions.
• Manages incidents to meet and exceed SLA targets.
• Ensures appropriate monitoring applications are utilized, updated and integrated to meet the needs of the enterprise.
• Consults with Enterprise Services management to define and clarify report parameters.
• Builds appropriate queries in ticketing systems to collect historical records for report development.
• Builds and formats report templates to compile and present reports.
• Reviews internally-generated reports to validate data for presentations.
• Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

• A bachelor's degree in IT or related field and five years of relevant experience, OR and equivalent combination of experience, training, and/or education.
• Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job.

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week's advance notice is preferred.