Operations Support
CN-tec - Saint Petersburg, FL

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CN-tec is a leading provider of strategic staffing and Information Technology consulting firm for premier organizations. We are currently hiring for the following opportunity As the Production Service Manager at Serve Virtual Enterprises, you will perform Service Management duties such as, development, implementation and enforcement of policies and practices, and continuous process improvement. You will also participate in change, incident and problem management, escalation management, reporting and analysis in support of the Technical Operations, Command Center Operations and Site Support. Key responsibilities include bull Assist with the planning, development and implementation strategies of IT service management best practices.

bull Assist with the development, implementation and management of configuration, change, and incident, problem, and notification processes. bull Combining process management and industry best practices into a standard approach that enables the organization to deliver quality IT services to meet business needs and adhere to service-level agreements (SLA’s). bull Building and maintaining of Service Catalogues, assisting with the development of SLAs and reporting performance against SLAs. bull Improving organizational effectiveness.

bull Reporting (SLA measurement, change, Incident and problem management tracking) bull Lead Problem Management and Root Cause Analysis (RCA’s) process. bull Manage productservice releases and production readiness process. bull Liaison with Project management and Application development organizations. bull Manage vendor relationships and adherence to committed SLA’s.

bull Perform project management of IT Operations initiatives. bull Assist with documentation, implementation and testing of Business Continuity plans. Required Skills bull Experienced in the ITIL process suite and ITSM certifications are a plus bull Process engineering, documentation and management experience bull Strong written and oral communications bull Proven ability to manage multiple effortsprojects bull Strong interpersonal skills and ability to lead cross-functional teams bull Ability to meet commitments and manage priorities in a high paced environment Experience Required bull BABS Degree in Information Technology, related discipline, or equivalent bull Prefer 5+ years of relevant experience Location St. Petersburg, Florida Position reports to the IT OPS - Production Service Manager Team Lead technical operations, site support, SLA, documentation, process improvement

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