Job #: 2158
Title: Support Line Manager
The Support Line Manager manages support and operations for enterprise applications and services based on operational requirements and service agreements.
•Drive incident, issue and outage management, investigation and restoration
•Monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance
•Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management and Production Service Readiness processes
•Operate application services according to management protocols and Service Level Agreements (SLAs)
•Support/lead the Application Service Management lifecycle, ensuring client satisfaction and management of risk to services
•Provide operational support, ensuring application systems and devices are online and available
•Manage or support the team organization and delivery of required coverage
KEY SKILLS
Technical Knowledge
IT Service Management
Technical Services
Operations Support
Problem Solving
Decision Making
Written Communications
Collaboration
