LCM Operations Manager (US hours)

Working as LCM Service Operations Manager (Non-Managerial Positions), the employee will be responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing AT&T delivery teams as appropriate at customer meetings and provide the interface between IBM and their customers.

Roles and Responsibilities:
In addition, the employee will be responsible to:
• Attend Stewardship meetings and CAB meeting with Customer.
• Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.
• Coordinate delivery of basic and intermediate service requests, including order initiation and performance oversight for work performed by the external Partner.
• Proactive Incident management to avert high severity issues and business impact.
• Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
• Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
• Occasional out of hours for support of critical outages.
• Timely management escalation to maintain proper visibility and ensuring right resource engagement.
• Managing break fix activities during incidents to provide any workaround or fix.
• Presenting incident summary to customers as required after incident close down.
• Creating RCA - Root Cause Analysis report for Sev-1 outages
• Preventing problems to IT services, along with the resulting incidents
• Eliminating recurring incidents
• Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
• Submitting a request for change that will implement the fix
• Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems
• Review and notify IBM of infrastructure changes that may impact the end customer.
• Communicates schedule changes to IBM and the IBM Customer.
• Notify Operations teams of SLA impacts.

Key Competencies and Skills:
• Advanced written & spoken English
• Advanced MS Office Skills (Word, Excel, Outlook)
• Project Management
• Change/Incident Management
• Ability to coordinate multiple teams to achieve an objective
• Ability to work under pressure
• Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification

CCNA, ITIL certifications are preferred.
Experience with CISCO, Juniper Firewall, Lan/Wan platforms, Load Balancers & Network Design is an asset.

Education and Qualifications:
University degree or equivalent experience

Additional Information:
Position will be based in Slovakia, Kosice. This position requires candidate to work in US Eastern time zone - e.g. 14.00pm-22.30pm Slovakia time.

Meal Vouchers
Shift Allowance (extra pay)
Private Pension after 1 year
Annual Bonus