Job Description

Production Support Solutions Manager

Job Number: 19-12184

Grab the opportunity to achieve your full potential! Eclaro is looking for a/an Production Support Solutions Manager for our client in Newark, DE.
Eclaro’s client is one of the world's largest financial institutions, committed to providing the tools and services that bridge the gap between customers and their goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:

  • Responsible for handling real-time technical (application/infrastructure) triage and restoration of issues impacting critical business services to customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
  • Candidate will lead triage calls, keeping the necessary focus on restoration of services.
  • Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, has foresight to see the need to change priorities, escalate accordingly and able to comfortably understand and communicate across diverse technical platforms.
  • Candidate will need to facilitate active technical research as well, looking at monitoring, check dashboards to see the health of the environment. Will need to be able to clearly articulate meaningful follow up activities required to mitigate this same incident from resurfacing.
  • Able to build a strong partnership with other Technical Support Teams, collaborating with key partners and executive management.
  • They need to be able to asking the probing questions and challenge the status quo when appropriate.
  • Candidate will need to be flexible and dedicated to maintaining a stable environment.

Required Qualifications:

  • Minimum 3 - 5 years of experience leading incident triage in a large IT operations production support environment
  • Excellent communication skills, able to articulate issues in a technical manner as well as providing a "non-technical, kitchen English explanation to Senior Executives"
  • Strategic thinker with the ability to quickly assessing situations, make critical decisions weighing risk verses rewards under stressful conditionals
  • Able to orchestrates resources to drive resolution
  • Strong analytical and problem solving skills with attention to detail
  • Able to see the big picture and demonstrates management / leadership abilities
  • Able to handle multiple priorities, learn and adapt as technology evolves
  • Able to look ahead and capture what is needed going forward to reduce mean time to restoral and or a re-occurrence of an issues
  • Being able to drive those observations to reality, implementing operational changes or processes when required
  • Able to delegate teaching and growing teammates to do the same
  • Has to be self-driven and confident leading a diverse audience of technicians

Preferred Skills:

  • Has used and or knowledge of myCTO, remedy, Splunk, ITIL Processes and knowledge of the critical business within CSW

If interested, you may contact:
Brigette Marks
Bridgette Marks | LinkedIn
Equal Opportunity Employer:
Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

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