Technical Operations Manager

Technical Operations Manager

The Operations Manager will act as the daily interaction point between external clients and internal Eagle community supporting Eagle’s service offering. S/he also ensures the availability, performance, maintenance and support of a fast-paced, high volume, high availability and high growth environment. An operations manager will need to understand high level business operational workflows, as well as, work to triage, and resolve, or escalate technical incidents to the appropriate assignment groups. Additionally, the operations manager will be required to oversee the service catalogue lifecycle for Eagle Access hosted clients. With this expertise, the operations manager will effectively advocate on behalf of their clients to resolve issues in a timely manner and thus exceed client expectations by providing extraordinary customer service.

Responsibilities:

  • Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner.
  • Coordinate investigations and responses by internal and external clients.
  • Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
  • Participate in incident management, problem management, and service request fulfillment processes.
  • Knowledge capture and transfer, assisting others in the implementation and use of Eagle software.
  • Develop in-depth knowledge of service catalogue workflows and identify continual service improvement opportunities by working with technical support teams.
  • Develop in-depth knowledge of the ServiceNow ticketing system.
  • Manage incidents and service requests through task submission, prioritization, and completion.
  • Effectively communicate to internal and external clients by providing timely updates and setting realistic expectations.
     

Qualifications:

  • Minimum requirement are a BA or BS (finance, accounting, or technology preferable)
  • Simple SQL query knowledge.
  • Strong Analytical and Troubleshooting skills
  • Excellent multi-tasking skills with the ability to thrive in a dynamic working environment
  • Proven ability to build strong relationships, both with colleagues and with internal and external clients.
  • Familiarity with Microsoft Windows operating systems installation and support.
  • ITIL v3 Foundation certification a plus.
  • Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills
  • Detail-oriented with strong organization skills
  • Must be able to quickly gather and analyze data.
  • Experience using Eagle products is preferred, but not required
  • Experience working with a high volume ticketing system is a plus
  • Prior ServiceNow experience a plus
  • Flexibility to support market hours and do some after-hours work when necessary
     


To apply for this role click https://jobs.bnymellon.com/jobs/1818923. For any questions on this role, please contact us a careers@eagleinvsys.com.

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Technical Operations Manager