The Global IT Engineering team is looking for an experienced Team Manager in the US to help build and lead a 24x7x365 global incident response team. The team will be responsible for coordinating timely restoration of business critical services and driving defect elimination across the environment. Global IT Engineering High Severity Response Team acts as an escalation point for high severity outages to coordinate technical resolvers, provide timely status updates to leadership and customers, perform hierarchical escalations, and partner with service owners on post-mortem analysis.
The ideal candidate will have demonstrated the ability to effectively lead a global team, possess strong written and verbal communication skills, ability to interact with leaders and customers at all levels of the organization, and be able to manage competing priorities while operating under pressure.
Lead a team of globally distributed Call Leaders responsible for driving high severity service restoration and defect elimination across the environment.
Audit and improve upon high severity incident management
Define and drive team priorities aligned with business priorities
Independently represent the team to the business
Define, analyze, and evolve key performance metrics to measure individual and team performance as well as drive service improvements.
Pro-actively identify resource needs and lead recruiting and hiring efforts.
Responsible for team health and individual performance coaching
Pro-actively foster individual career development and provide opportunities for growth
Travel regularly to meet with customers, remote staff, and peers
Act as an escalation point for the Call Leaders
Act as a backup to on-call Call Leaders