Location: REMOTE Available from U.S. locations only
Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace. That's high tech without the drama.
Looking for an Operations Manager to effectively manage the lifecycle of all incidents, to manage the business expectations in most challenging matrix managed environment, with potential path for further career growth.
Operations Manager Requirements:
Bachelor's degree in information technology, engineering, or a related field.
At least 8 to 10 years' experience working in IT service management or a similar role.
Experience working with complex IT systems, software & cloud, SaaS technologies of CRM, EERP, HR, integration platform such as Salesforce, NetSuite, Workday, Boomi etc
Strong knowledge of IT service management tools e.g. SMAX, ServiceNow, ALM, Octane etc and methodology e.g. ITIL.
Excellent managerial skills and ability to collaborate with team members
Ability to drive the incidents progression by effectively collaborating with technical teams and work in a fast-paced environment.
Strong problem solving, analytical, and time management skills.
ITIL V4 Certification or Prince 2 Certification preferred
Finally, can do attitude person to drive on his own and making best use of available resources to get things done
Overseeing the Micro Focus Enterprise Platform supported service/support/incident management process and team members involved in resolving the ticket.
Manage workload, prioritize tickets in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected. Take charge and arrange calls to fast track priority incidents, provides continuous updates until resolution.
Lead a team NetSuite, Open Air, Salesforce, Workday administrators to work on daily business operations requests.
Manage support and maintenance of various modules, apps or third party apps, such as CPQ, Conga, Concur, Blackline, GTreasury, Open Air
Collaborate with our internal integrated platforms including Salesforce, Dell Boomi, Workday, NetSuite and Open Air
Manage vendor relationship with localization vendors Igate, Inspira, LatamReady, etc. to ensure updates and patches are applied with minimal impact to the end users
Analyze and identify recurring problems, and perform root cause analysis for optimization of the application or processes in order to stabilize the system
Monitoring data quality and integrity through saved searches and dashboards
Assist the development team to implement a new changes in the platforms by testing different areas and modules.
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Attending and presenting in regular governance meetings with both internal and external stakeholders
Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status