Service Operations Owner - Cloud Application Management

Overview

Job Summary:

The Service Operations Owner (SOO) is responsible for the daily maintenance of Allegis Group Cloud Application Management and the associated Applications, Systems, and technology solutions. Including SharePoint, Sitecore, Microsoft Data Platform, and Custom Cloud Applications. The SOO works with both on and offshore resources to ensure that all Allegis Group operational level agreement (OLA) are met. The ability to communicate clearly, deliver a high level of customer service, and think with the future in mind are key attributes for this role.

Responsibilities

Essential Functions:
  • Operational Ownership
    • Work with Customer Engagement to understand and translate customer requirements into activities, measures, or service components to be managed
    • Deliver consistent and appropriate communications for service-related inquiries, present state systems conditions, and announcements regarding significant changes and/or enhancements to the environment
    • Ensure service levels are being met in accordance to service level agreements (SLA), operational level agreements (OLA), and key performance measures (KPi)
    • Work with Vendor Management when issues are found to build plans and hold the Vendor accountable for resolution.
    • Manage all existing and new maintenance contracts, ensuring that necessary agreements remain current and effective. Determine which SLAs/contracts can be re-negotiated or “lapsed” to ensure appropriate cost savings
    • Evaluate and implement necessary monitoring and alerting within a specific service area. Work with ITSM to explore options for automated event management from various notifications and/or metrics
    • Coordinate collection of general performance data for use in trend analysis and capacity planning. Proactively review this data to ensure that Operations monitors volume metrics in order to stay ahead of potential performance bottlenecks. Work to maintain “right-sized” environments in production to continually and proactively optimize spend
    • Review ServiceNow tickets and queue to make sure that a high quality of service is being rendered.
    • Lead Incident and Problem Management lifecycle activities
  • Operational Readiness
    • Work with Engineering & Solutions Architects to implement a service design package, detailing engineering details, support requirements, and SOPs
    • Implement a formal transition process to “hand off” services from Engineering to Operations prior to go-live, and establish effective operational “readiness”
    • Ensure staff properly capture and book time spent on project work to the appropriate projects to support accurate forecasting and budgeting
    • Serve as a primary point of contact for escalations to Engineering in the event that production designs are in need of enhancement/improvement
    • Manage technical support documentation (including knowledge management templates) to ensure it stays current for knowledge transfer and global reference
    • Coordinate activities with peer support organizations such as the NOC and Service Desk to ensure optimal support is in place
  • Supervisory or Management Responsibilities:
        • No direct supervisory or management responsibility
  • Budget Responsibilities:
        • No budget responsibility


Qualifications

Minimum Education or Experience:
  • Bachelors of Science in Computer Science, Information Systems, or related major or equivalent IS / business experience.
  • Minimum of 7 - 10 years of experience managing and maintaining one or more of: Microsoft SQL Server, Azure Cloud Resources, SharePoint or Sitecore
  • Solid understanding of Agile principles
  • ITIL certifications strongly required

Skills/Abilities:
  • Demonstrate good communication and collaboration skills
  • Should have the ability to research, investigate and learn new technologies
  • Ability to manage time, multi-task and meet deadlines
  • Demonstrated ability to troubleshoot application and / or infrastructure related problems
  • Working knowledge of Operating Systems, Databases and Web Hosting.
  • Experience working with various sourcing arrangements and hosted technologies including IaaS and Private/Hybrid/Public Cloud offerings
  • Experience with SNOW or enterprise ticketing system

Core Competencies:
  • Build relationships
  • Develop people
  • Lead change
  • Inspire Others
  • Think critically
  • Communicate clearly
  • Create accountability