ESMC Operations Manager
The Goal,Inc. - Philadelphia, PA

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This position requires an applicant to have an active security clearance or be clearable

Position Requirements:
The Enterprise System Management Center (ESMC) Operations Manager will be responsible for leading the team that manages the continuity of data center availability and operations. Management of data center availability includes monitoring of system performance parameters, security alerts, restoration activities, problem management, disaster recovery coordination, start/stop coordination, and event reporting and event management. This role oversees Delivery Service Review meetings, Service Restoration Team efforts, Change Management, Problem Management, and Event Management. The ESMC Operations Manager will chair the Change Advisory Board (CAB) and will be responsible for the management and control of changes made to the infrastructure.
• Responsible for managing staff for various aspects of customer service, including multiplatform, multi-software package technical support, investigation and resolution of moderately complex matters of significance
• Participates in business development and financial budget management activities as required.
• Manages activities and resources to restore service to customers
• Provides resource management, overseeing staffing and managing budget
• Oversees employee training development
• Involved in Continual Service Improvement
• Interacts with other Line of Service Managers
• Possesses outstanding leadership abilities, with excellent teamwork and interpersonal skills
• Focuses on the client and the customer
• Builds and leverages relationships
Required skills:
• Minimum 3 years experience in a similar Management Center Operations Management position
• Strong analytical skills, problem identification and resolution skills
• Working knowledge of industry standard tools and best practices
• Excellent oral and written communication skills
• Excellent documentation skills