Leader, Operations Support
Leader, Operations Support - Evening Shift
Leader, Ops Support
Manage and coordinate the daily Operations Support functions for the Kansas City Operations Command Center. Supervision, coaching and development of staff.
Major Accountabilities:
•Establish and manage departmental procedures and standards to ensure prompt resolution of network problems and provide the maximum network availability.
•Direct and coordinate the actions taken by department personnel and external technical support groups required to resolve problems in a timely and efficient manner.
•Provide leadership, direction, development, and supervision to staff. Ensure staff has appropriate skills and behaviors. Effectively communicate objectives/expectations and performance results as necessary. Provide technical and advisory support to the staff to insure the development and implementation of performance metrics.
•Provide key data and guidance to senior management for fiscal planning, evaluating financial requirements and meeting financial objectives.
• Assist in identifying needs and the development/implementation of procedures to fulfill departmental responsibilities and participate in financial planning and administration of department. Manage workload within approved manpower and budget guidelines.
•Design and develop reports using Excel, PowerPoint, Word, and Access.
•Provide business knowledge and process enhancements across the entire development/technical lifecycle relative to products and services including, Service Delivery, Customer Implementation, and Service Management.
•Ensure timely and accurate performance communications and process compliance; documenting problem areas and coordinating resolutions, reporting to management as necessary.
•Work closely with development staff and requesters to identify data requirements in the design of new or enhanced performance monitoring systems.
•Responsible for Business Continuity Planning for assigned departments.
Education (preferred):
•Bachelor’s degree in a technical field or equivalent combination of training experience.
Knowledge / Experience (preferred):
•Advanced business knowledge with 5 to 8 years experience in a data center environment.
•Advanced knowledge of telecommunications technology and processes.
Skills / Abilities:
•Strong analytical skills with extended experience in database analysis.
•Ability to communicate facts and ideas clearly both orally and in writing.
•Strong PC skills that include Word, PowerPoint, Excel, and Access. •Position will require individuals to work 12-hours shifts 6pm-6am (3-days one week and 4-days the next on a rotational schedule). Weekend days included.
Seeking a Leader for MasterCard's Operations Command Center in our Kansas City Office.
