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上海急聘Midrange Operations Manager [复制链接]

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发表于 2011-02-15 09:55 |显示全部楼层
薪资open,只要你的能力强,就不要担心薪资
工作地点:上海人民广场
简历发送至:candidatecv@126.com
MSN:candice_java@live.cn
QQ:956670488
更多职位信息,欢迎浏览: http://blog.sina.com.cn/u/1880285267

Overall Role Purpose:
•        Leads a team of operations/technical services professionals accountable for all aspects of inbound customer service, including multi-platform, multi-software package technical support, problem identification, and resolution.
•        Coordinates staff schedules to align with business unit service delivery objectives.
•        Directs activities of multiple employees operating across a variety of shifts/geographies for data center and support operations.
•        Responsible for all aspects of operations service delivery to include customer satisfaction, people management, facilities management, and operating financials.
•        Establishes and maintains infrastructure standards, including development and enforcement of technology related policies and procedures to ensure appropriate use of information technology in a secure computing environment.
•        Complies with the customer required elements of the Scope of Work (SOW) in the contract, ensuring that the system needs are met in accordance with the service level agreements.
•        Provides oversight to the team of professionals in delivery of quality of service standards, processes and standards enforcements.

Key Accountabilities and Responsibilities:

Technology:
•        Manages and integrates a wide variety of technical services within one center to provide support to a designated customer population within defined geographical regions.
•        Uses complex, multi-platform, multi-software, multi-hardware systems to ensure quality service and effective approaches.
•        Must have past relevant experience in the following technologies : Virtualization Software, VMware, Storage, Blades, AIX, Veritas Backup and familiar with the Microsoft operating systems in an enterprise wide computing environment.



People:
•        Coordinates with various product lines of service units, to enhance communication among various functions and to improve efficiency.
•        Manages support staffing and resources necessary to deliver the services in  a timely manner
•        Hires, trains, motivates, manages, evaluates and develops both supervisory and non-supervisory employees.
•        Develops and maintains communications with staff, customer, vendors, and CSC designated account team and sharing of best practices and standards.


Customer:
•        Works with customer to enhance delivery of service through effective monitoring of programs, process improvement, and problem prevention/resolution initiatives.
•        Ensures satisfaction through implementation of standards/policies needed to fulfill service level expectations.
•        Maintains strong customer relationships through regular communications with the designated account team.

Business:
•        Works with staff, vendors, customers, and internal/external experts to improve processes and standards.
•        Ensures all regulatory and security standards are maintained.
•        Introduces new process improvement strategies, with an understanding of past/present scenarios.
•        Manages 24x7x365 operations
•        Ensures satisfaction through implementation of standards/policies needed to fulfill service level expectations.
•       



Financial:
•        Develops and implements monthly/annual operational budgets, forecasts, and support and maintenance plans to ensure proper planning for impacts of resourcing efforts, outages, service level agreements, and other issues.
•        Ensures customer commitments, satisfaction, quality, schedule, and performance goals are met.


Typical Outputs and Deliverables: •
•        Operational Plans and Budgets
•        Management of Problem Resolution
•        Support Operating Model
•        Quality Assurance
•        Service Level Metrics
•        Training Materials/Staffing Plans
•        Core Policies/Procedures/Standards


Leadership Competencies:
•        08 Comfort Around Higher Management
•        11 Composure
•        15 Customer Focus
•        17 Decision Quality
•        18 Delegation
•        20 Directing Others
•        31 Interpersonal Savvy
•        34 Managerial Courage
•        35 Managing and Measuring Work
•        39 Organizing
•        52 Process Management

Functional Competencies:
•        09 Business Process Improvement
•        15 Computer Operations
•        19 Customer Support
•        21 Database Management Systems
•        22 Delivery Assurance
•        25 Financial Management
•        26 Hardware Infrastructure
•        29 Infrastructure Software
•        36 Metrics/Measurement
•        64 Security Management
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