Service Delivery Manager- remote

    • Job Tracking ID: 55007
    • Job Location: San Diego, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: September 24, 2020
    • Years of Experience: 10 - 15 Years
    • Starting Date: October 5, 2020
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Job Description:

***We will accept candidates that are not local but willing to relocate within 60-90 days***

About Zensar (http://www.zensar.com)
Zensar is a leading digital solutions and technology services company that specializes in partnering with global organizations across industries on their Digital Transformation journey. A technology partner of choice, backed by a strong track record of innovation; credible investment in Digital solutions; and unwavering commitment to client success, Zensar’ s comprehensive range of digital and technology services and solutions enables its clients achieve new thresholds of business performance. Zensar, with its experience in delivering excellence and superior client satisfaction through myriad technology solutions, is uniquely positioned to help its clients surpass challenges they face running their existing business most efficiently, helping in their legacy transformation, and planning for business expansion and growth through innovative and digital ways.

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Job Summary:

The primary role of the Service Delivery Manager is to take ownership of the day-to-day operational relationships between information technology service delivery and the Client business. This involves managing and coordinating the appropriate resources to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and Service Level Requirements.

 

Major Duties and Responsibilities:

  • Be responsible for overseeing delivery of Network Support services and serves as the primary management point of contact for that service Agreement
  • Be knowledgeable about the Support Agreement of the responsibility and in the polices, processes, and procedures to deliver Services to the Client
  • Establish policies designed to ensure consistently high service performance
  • Monitor and report on the performance for the Network service area as required by the Agreement
  • Evaluate customer feedback to develop quality improvements to service delivery
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Provides leadership in network operations support in a 24/7 operating environment
  • initial point of contact for all major issues during their coverage period
  • Responsible for staying on top of all event, incident, and requests/change management for all during their shifts
  • All NOC staff takes direction from the Shift Manager during their shifts
  • Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners
  • Ensures that all process and procedures have been implemented, understood and followed for their responsible shift
  • Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift
  • Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment
  • Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
  • Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
  • Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
  • Resolves any scheduled maintenance or major outage issues escalated from direct reports
  • Perform other duties as required

Education:

  •  Bachelor's Degree in Computer Science, Electrical Engineering, Math or other related field or equivalent work experience
  •  industry recognized Professional Level Network Data Certification

Experience and Skills:

Qualifications:

Related Work Experience

  • 12 plus years work experience in a 24x7 Operations Center
  • 8 plus years managing a 24x7 Operations Center

 

Preferred Qualifications:

  • Strong ability to aid in analysis of and documentation of root-cause analysis
  • Ability to make decisions and solve problems while working under pressure
  • Ability to work with others to resolve problems, handle requests or situations
  • Expert level knowledge with Routers, Switches, and Firewalls.
  • Expert level understanding of TCP/IP, including; DNS and DHCP.
  • Hands-on experience with Cisco network equipment.
  • Experience in Implementation and Troubleshooting of, Multi-layer switches, ISR/ASR routers and wireless networks
  • Experience in Implementation and Troubleshooting of, WAN Optimizers, Load Balancers, firewalls, DNS/DHCP and VPN Gateways
  • Ability to provide continuous evaluation of the company's network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks

 


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