Job description
As the Manager of UITS Service Continuity, you will lead the team that is responsible for monitoring enterprise systems, reporting planned maintenance and unplanned outages to Campus, and ensuring the success of overnight batch jobs. The Service Continuity team runs 24/7/365. As a member of the 24/7 Support Center organization, this team works seamlessly with the Service Desk and other groups to delight customers and provide amazing experiences.
Upcoming initiatives that the team and this manager will participate in within the next 6-12 months include increasing the ability of the group to proactively report on enterprise application issues (potentially leveraging Splunk) and upgrading the batch processing software, Control-M, to its latest version.
This individual will also be the Change Manager for IT change management within UITS and will lead the Change Advisory Board (CAB). Any planned maintenance, configurations, and updates within UITS systems and applications should be submitted to the CAB. When high severity issues or incidents occur within UITS or enterprise systems, the Service Continuity manager will serve as the default Incident Coordinator (during normal business hours). The Service Continuity team is close-nit and takes care of one another. When one team member is in need, the rest of the team scrambles to support them, and if necessary, fill any gaps in the schedule. They subscribe to and are aligned with the University Mission and Values: https://www.arizona.edu/purpose-mission-values.
Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state and optional retirement plans; access to UA recreation and cultural activities; and more!
The University of Arizona has been recognized for our innovative work-life programs.
Job Responsibilities
- Workforce Management: Ensure 24/7/365 Coverage is scheduled.
- Weekly One on Ones & Team Meetings (for both evening and day shifts).
- Ad-hoc team trainings and individual coaching. Ensure entire team is current on all required trainings.
- Create/Maintain regular reporting for Team Activity and Metrics.
- Create/Leverage Dashboards to visualize reporting and spot trends/issues.
- Create reports/dashboards to track OKRs and other goals/initiatives.
- Leads the UITS Change Advisory Board.
- Helps create policies and procedures to manage the maintenance, configurations, and updates to UITS systems and applications.
- Default Incident Coordinator for Severity One Incidents (Sev-1’s) during normal business hours.
- Manages day-to-day operations ensuring daily client service objectives are met.
- Perform QA audits/reviews on the calls, chats, and tickets that the team has performed.
- Review customer surveys and follow up where appropriate.
- Review processes/procedures regularly, looking for improved efficiency and added value for the customers.
- Meet with direct and indirect customers to understand current and future needs.
- Identify ways to automate where possible (ticket flows, processes/procedures, etc.).
- Through dashboards, monitoring services, Splunk, and other technology, identify ways of proactively identifying issues and take appropriate action (as opposed to reacting to reports from customers and affiliates).
- Assist the Service Desk and UITS organization to ensure Incidents and other customer tickets are being assigned correctly and notify teams of urgent issues that need to be addressed.
Knowledge, Skills and Abilities
- Goal oriented with a deep understanding of team building.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to engage and react to urgent issues outside of normal business hours.
- Ability to promote a proactive rather than a reactive culture within the team through improved analysis and metrics.
- Excellent interpersonal skills, collaborative management style, and ability to delegate effectively.
- Skill with managing change for enterprise maintenance.
- Strong direct customer interaction communication skills (oral and written), customer service, organizational and multi-tasking skills.
- Bachelor's degree or equivalent advanced learning attained through professional level experience required.
- Minimum of 5 years of related work experience, including 2 years of managerial experience, or equivalent combination of education and work experience.
- 3 or more years working in a 24/7/365 environment (e.g., NOC, Data Center, etc.)
- ITIL certification or equivalent
- Experience in Higher Education environment(s)
uits-jobs@arizona.edu
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