1.
Technology Review and improve operational workflows and processes.
Use technology to streamline process and improve controls Utilize metrics to identify trends and service improvement opportunities Function as an SME for GPM-Ops owned tools Perform advanced monitoring administration tasks and identify opportunities for improvement.
Support the production job scheduling tools Build automation scripts to help improve the overall efficiency of the GPM-Ops team 2.
Support Lead the department projects.
Effectively manage the project resources and deliverables.
Build strong relationships with the systems support teams to promote problem solving and innovation.
Server as the escalation point for all system support teams Guide and monitor the business and system communication efforts.
Monitor transmissions to and from business partners and follow contingency plans when necessary.
3.Incident / Problem Management Lead the Incident Management activities within the GPM-Ops team.
This includes the managing of incident / problem tickets, collaborating with support teams, effectively communicating issues and the documenting of events.
Perform incident manager duties when required Perform first level troubleshooting of application and infrastructure issues.
Follow documented troubleshooting processes to either resolve the problem or escalate to the support team.
Identify negative trends from an incident perspective and follow-up with support teams to develop a solution.
4.
General Represent the GPM-Ops team in internal and external audits.
Provide timely responses to various audit requests.
Education BA/BS Information Technology, Computer Science or related field.
5 years operations / systems support in a lead role.
Knowledge and skills Excellent client and interpersonal skills Strong problem analytical and problem-solving skills Comprehensive understanding of mainframe and distributed environments Experience with automation scripts
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