Cloud Service Manager

Summary

The Service Manager function is responsible for all aspects of service delivery management of the FINEOS Cloud for our customers’ pre-production and production environments. This includes up time, deployment, administration, service management and technology selection.

The Service Manager is part of a global team responsible for the integrity and on-going service management of the FINEOS Cloud stack in our customer facing datacenters and responding to our fast-paced environment.

This role generally works a standard business week, but occasional weekend work and / or on-call rotations may be required.

Responsibilities (Other duties may be assigned.)

· Act as an incident controller – coordinate the major incident bridge, ensure adherence to incident management processes, and drive for restoration of service and incident resolution

· Problem analysis, identification, and remediation from incident tickets, monitoring, and other means. Proactive identification of possible problems

· Drive and own analysis of problem, ensure root cause and corrective action are determined to reduce number of incidences, thus increasing availability

· Lead cross functional teams as necessary to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions

· Maintain metrics on availability, incident status

· Through risk and impact analysis determine the appropriate actions to resolve problems including Known Errors documentation, automated responses, and problem remediation

· Track and communicate status of problem resolution efforts

· Provide training to support teams and business users on processes and problem tracking tools and tasks

Education and/or Experience

· College degree or equivalent work experience

· 3+ years of experience with IT Incident Management

· 3+ years’ experience in a customer facing role

· 7-10 years in Information Technology, with a comprehensive Service Management background preferred

· Certifications a plus; ITIL Foundations certification, ITIL Operational Support and Analysis Certification, AWS Certification

Knowledge, Skills and Abilities

· Strong foundation in various areas of IT

· Competency in process execution and administration

· Excellent communication skills, clear, concise, both verbal and written

· Strong root cause analysis, problem-solving, and analytical skills

· Candidate must be driven, self-motivated, ambitious, effective, and efficient in customer service skills

· Proven ability to mentor Cloud Operations team members

· Analytical skills for incident and problem management as well as stakeholder management

· Work well in a distributed, fast paced and dynamic team environment

· Detail-oriented approach particularly in terms of documentation and procedures

· Strong commitment to great customer service

Technical Skills

· Proven ITIL operational support and analysis skills

· Experience with an incident and problem ticketing system

· Ability to track tasks, make assignments, and deliver on commitment dates

· Proven ability to build relationships and work across matrix teams, building consensus

· Effectively interact with various levels of management and customers

· Effective coordination and facilitation skills

· Proven background in web applications and applications system performance

· Able to absorb new technologies and features quickly

· Familiarity & understanding of AWS public and private cloud architecture

· Knowledge of networking fundamentals, common Internet protocols and ability to troubleshoot issues.

Language Skills

· Ability to speak the English language proficiently, both verbally and in writing

Travel Requirements

· This position may require up to 10% travel based on business need

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Employee works primarily in a home office environment.

· The home office must be a well-defined work area, separate from normal domestic activity and complete with all essential technology including, but not limited to; separate phone, scanner, printer, computer, etc. as required in order to effectively perform their duties.

Work Requirements

· Compliance with all relevant FINEOS Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

· Travel and fieldwork, including international travel may be required. Therefore, employee must possess, or be able to acquire a valid passport.

· Must be legally eligible to work in the country in which you are hired.

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.