ETS · 2 hours ago
Technical Operations Lead
Princeton, NJ
Full-time
Remote
Senior Level, Lead/Staff
10+ years exp
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Responsibilities
Lead Technology Problem Management across all applications, cloud infrastructure and workplace.
Manage all Problem records to a successful outcome in accordance to ITIL best practice.
Ensure correct priority for all Problem records, tasks and Known errors.
Drive the technical teams/ vendors to complete effective root cause analysis within the set time frames and identify permanent solutions.
Compile high level root cause analyses reports for the customer within the agreed SLA.
Management and Governance of Vendor SLAs and making sure they are being executed as defined.
Effectively collaborate across IT teams and Domains to mitigate risks and solve problems to meet business commitments.
Regularly update leadership on progress and status of ongoing problem and ensure production goals are successfully met.
Apply Service management skills to perform ongoing review of incident tickets and identify risks along with mitigation plans.
Collaborate with multiple internal and external vendor contacts on strategic direction and tactical implementation.
Communicate effectively in writing and through verbal communications, face to face and through collaborative communication tools.
Be able to communicate effectively to a wide range of people (including presentations/meetings), including effective and timely escalation when necessary.
Identify and flag changes that need to be addressed. Changes may be internal to IT or broader outside of IT. Identify appropriate change owner/group and effectively communicate the change to the responsible individual or group.
Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
Qualification
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Required
Bachelor’s degree or the equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
Minimum 10+ years of project management, software development management or IT management of progressively responsible technology experience.
Excellent understanding of IT Service management and Delivery.
In depth understanding and working knowledge of ServiceNow for service management.
ITIL foundation.
Knowledge of AWS and Azure cloud.
Working knowledge in Jira and Confluence.
Understanding of IT enterprise and infrastructure services, end-user collaborative technologies.
Intermediate to advanced knowledge of Microsoft Office Suite (Word, Access, PowerPoint, Project, and Excel) is essential.
Strong written and verbal communication skills and attention to detail are essential.
Understand relevant technologies and IT-related processes and be able to influence the work being done in the IT organization.
Keep up with current technology trend and best practices and be able to introduce innovations.
Know enough about technology to be able to challenge the work being done in the project.
Understand technology solutions and the teams' work. Effective management of the work and budget as appropriate for the role.
Lead, motivate, and set a vision for the project teams.
Proactively manage the project and the people as it relates to the project so that it meets the desired outcome.
Demonstrate domain expertise.
Demonstrate expertise in Service Management and/or Agile/Waterfall SDLC methodologies.
Negotiate cross-team and stakeholder resolutions made in their teams.
Makes things happen. Able to identify and appropriately remove obstacles to meet commitments.
Be creative in applying technology to solve problems.
Be on-time and on-budget for approved scope, effectively communicating risks and issues, particularly around change management.
Effectively manage scope, risk and quality.
Adheres to and adopts project change management principles and processes.
Ensures there is adherence to SDLC processes.
Works well across teams and with their peers.
Able to communicate across IT and ETS as needed for the team's contributions to the work.
Reading the room and acting accordingly.
Ability to influence, even in times where you may not have the authority.
Can effectively manage down, out, and up throughout the organization to achieve desired results.
Negotiates with clients our partners whether ETS internal or external in a way that maintains positive relationships.
Demonstrate effective communication and facilitation skills.
Understand the end-to-end business processes and how specific applications fit into the whole.
Understand the impacts of their decisions and actions on the greater organization and considers the benefits and risks to more than just their team but to the larger organization.
Understand how technologies and IT processes enables, improves &/or influences ETS processes, products and services.
Bring new solutions to problems.
Be able to learn continuously about new technologies and processes and how they might apply to ETS.
Willing and open to take on new things or challenges.
Embrace changes, learns on the fly, and good at connecting dots.
Learn from experiences and able to apply.
Embrace ambiguity and is able to translate into actionable tasks or a path forward.
Look for opportunities to improve process, quality, and productivity.
Understand and communicate downstream impacts of work.
Deliver a work output of quality and take accountability for that output and the end result.
Bring industry ideas and best practices to solve business problems and improve ETS competitiveness.
Benefits
Health, Vision, Dental insurance plans to choose from
Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
Generous PTO and vacation time to balance your work and life
Additional 8 hours of PTO for volunteer work
Retirement plan (401(a)) and traditional Roth (403b) with company contribution
Commuter Benefits
Pet Insurance
1 year subscription to Calm App
Company
ETS
Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Amit Sevak
Chief Executive Officer
Chris Draper
Vice President and COO, College Board Programs
Company data provided by crunchbase
