WAN SA 2nd Line Support Manager
Thomson Reuters - Boston, MA

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The purpose of the 2nd level support organisation is to provide a world class support service to compliment the first level GNOC. Priamary rolewill be toresolve complex issues referrered from the 1st level teams across all WAN platforms in both the core and edge of the network. The manager of this team will drive for constant improvement in fault resolution and this will involve development of tools and scripts to ensure that much of the first line activities can be simplified or automated.

The role also includes in depth involvement with the change control process and developing tools and techniques to iedbtify and avoid change classes in eitho our won or 3rd party driven change.

While the role will concentrate on Service assurance the team will also be expected to be involved in implementing pilot installations of all new technologies to be able to determine an effective support model and to deliver all required support documentation


To define, develop, build, lead and implement a highly effective support model that ensures global standardisation through appropriate processes and supporting toolset, that drives support volumes towards an industry recognised tiered support model.

Drive the support model to enable the 1st level Operation’s groups to resolve the vast majority of incidents at ‘first point of closure’ (FPOC) and thus striving to reduce service recovery times. To reduce the number of incidents across the WAN infrastructure by the application of effective analysis and recommendation of remediation activities for incident & problem management. Drive Service Improvement Programmes indentified as part of the PIR process. End to end service accountability for all WAN support activities. To provide lead technical support functions across the entire Platform and Tools portfolio of supported products: To provide the support requirements for new WAN Infrastructure. Drive operational support efficiencies. Define and drive operational standards and best practises in line with ITIL framework. Ensure global compliance to all defined standards and policies. Liaise with appropriate development and implementation teams to ensure that the introduction of new/upgraded service and infrastructure does not compromise existing support Ensure all the appropriate support staff are fully conversant with defined operation support standard and policies. Ensure the cost effective re-use of assets. Ensure that all technical/data protection policies are complied with and implemented Conform to acknowledged & agreed ISO standards We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.
Required Skills

Minimum 7 years in an operations environment Previous experience of managing a global team experience of Cisco networking ITIL foundation Sound knowledge of microsoft products such as word and excel Good communication and reporting skills

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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