Sage Vacancy Global Service Center (NOC) Manager #sagecareers
sage careers
Current Vacancies
Get Started
Applicant Portal
:
Job Details: Global Service Center (NOC) Manager
Full details of the job.
Job Title
Global Service Center (NOC) Manager
Job Description
The Service Center Manager role is responsible for the 24/7 monitoring and alerting of all services globally.
This position plays an important role in the company’s global operational excellence strategies, including planning and implementation. As a subject matter expert in service center management, the Service Center manager has a primary focus on incident management, change management, implementing standardized dashboards for monitoring and alerting, generating and reporting on service health.
In additional, the product operations service manager will lead a team of highly engaged service center analysts to collaborate closely with the rest of the Product Operations sub functions with the aim to provide continual feedback, to formulate appropriate service improvement plans – forming a continuous feedback loop with a focused aim to raise service availability, resiliency and overall maturity.
Key Responsibilities
24 x 7 Monitoring & Alerting – Collaborate closely with security and product teams to manifest service level KPIs, also known as service level indicators (SLI) and associated service level objectives (SLO) for proactive and reactive monitoring and alerting.
· Operational Readiness Implementation – Standardize and build monitoring dashboards and reporting on service health. Configure standardized dashboards to connect to 3rd party alerting tools such as Pager Duty – to provide immediate attention to alerts, resolve or escalate accordingly.
· Incident Triage – deploy immediate service repair or escalate per runbook guidance
· Service Reporting – publish all service level reporting for internal and external customer consumption.
· Incident Management – oversee, administer and continuously improve incident management processes and lead all incident management process.
· Change Management – oversee, administer and continuously improve incident management; lead change boards
· Collaborate – Collaborate closely with DevOps Engineering teams to form a continual feedback loop that feeds into service improvement plans to raise the maturity level of each service.
· Project Management – Establishes project timelines and ensures team resources complete projects on schedule. Tracks and communicates initiative/project status, serves as escalation to resolve obstacles and works to deliver project work on schedule and budget.
Cost Management – Plan, track and approve costs related to Service Management and software licensing including working to ensure all contractual obligations and license agreements are upheld.
Function
Product Operations
Country
United States
Office Location
Lawrenceville
Work Place type
Remote
Advert
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!
Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good… and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.
Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at
careers@sage.com
for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
EOE AA/M/F/Vet/Disability
Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster:
http://1sa.ge/EjaS30kzhpR
Powered by
Sage People Recruit