The Manager, Availability Management partners with technical Service Owners and other stakeholders across the organization to proactively assure system health and availability. The manager leads a team of technical professionals responsible for proactively reducing problems in the environment.
The ideal candidate for this role is a natural coach, mentor and leader of people, someone who is highly organized, analytical and curious, and always relentlessly focused on the customer.
Monitors staff performance; increases team efficiency and effectiveness.
Implements best practices and stays up-to-date on emerging trends in customer support and IT help desk management.
Leads performance improvement focus across our operations and maintaining high standards for customer support and satisfaction.
Develop and execute for today while mapping out and planning for our longer-term strategy for service, process, and innovation.
Monitor operational activity including volumes, KPIs, trends, and production content changes.
Solve complex customer service issues and proactively head off negative service trends.
Analyze issues and look for recurring patterns develop solutions to reduce occurrences.
Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.
Define and implement performance metrics that will ensure the tracking and continuous improvement of our products and services to our customer and colleagues.
Leads severe business impacting incidents and outages primarily involving large scale infrastructure issues or high-risk data / application issues driving decisions for incident resolution while minimizing impact to the business
Provides accurate, time sensitive communications to both business and technical stakeholders and leadership.
Conducts detailed root causes analysis and generates written reports which are consumable by both executive leaders and technical service owners.
Monitors IT Service Availability levels, comparing actual levels against targets, and addressing shortfalls
Service Assurance responsibilities including collection and analysis of metrics, identifying recurring issues, drafting SIP's and helping implement SIP's
Presents daily, weekly and monthly Availability data to Leadership team, concisely and effectively
Aligns and influences IT Teams to follow the ITIL Operations processes
Supports large scale efforts like DR, BCP, major change and maintenance activities, etc.
Mentors and trains team members, growing the skills required to succeed in servicing our customers and colleagues.
To be considered for this role your background should include 10 years of experience in IT Service Management, including Service Desks, Service Assurance, Availability Management, Problem Management or Incident Management, combined with an excellent understanding of the Technology Infrastructure support model. Excellent Communication skills and multi-tasking abilities are a must. Additional skills include:
Proven track record of leading, managing and influencing teams
Strong technology background preferably in software, cloud, infrastructure, telecommunications or similar
Advanced knowledge of ITIL and Service Management Methodologies (Availability, Incident, Problem, Change Management, etc.)
Proven troubleshooting skills within a support environment and drive towards incident resolution
Excellent independent judgment, and high-level analysis skills; responsive, a self-starter and driver
Excellent communication (both verbal and written). The ability to communicate confidently and clearly at all levels of the organization is essential.
Excellent executive- and client-facing skills; strong presentation skills and ability to lead meetings.
Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
Client focus and ownership - displays initiative and a proactive approach to work.
Knowledge of corporate toolsets such as Service-Now (incident/problem)
Ideal candidates will consistently demonstrate the follow leadership behaviors:
Strong business acumen.
Solutions-oriented; able to innovate and think creatively.
Naturally takes ownership and accountability for operations and initiatives, driving improvements with high-quality outcomes.
Highly service-oriented and customer-centric.
Outstanding communication skills, both written and verbal.
Ability to conform and adjust to shifting priorities, demands and timelines.
Sets a positive tone for organization and team culture
Minimum of 10 years of experience
Bachelor's Degree required
ITIL v3 Foundations training or higher level of ITIL Certifications
Certification in Project Management preferred
Strong Microsoft Word, Excel, Data skills
Every day, Guardian provides Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2018 included $8.5 billion in capital and $1.6 billion in operating income. For more information, please visit guardianlife.com or follow us on Facebook, LinkedIn, Twitter and YouTube.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian is a registered trademark of the Guardian Life Insurance Company of America.