Operations Manager_Austin, TX_Full-Time(FTE)

JD:

A good candidate for our role is someone who:

1.Has hands on technical support experience, preferably in application support.
2.ITIL certified, or good knowledge of the ITIL process.
3.Client facing support, in a SDM or product management role.
4.Incident management experience.

One thing to note, This is an individual contributor role, and folks that have been managing a large team might not have the hands on experience to do this role day in day out.

Required Skills:

• Good card/payment industry domain knowledge.
• Bachelor's Degree with 10 plus years of card/payment/IT industry experience
• Technical background preferred- Working knowledge or networking, application support, application design
• Heavily involved in application delivery process, such as deployment or minor release.
• Ability to assemble teams of both internal and external stakeholders to deliver effective and timely decisions
• Excellent resource management skills, uses time effectively and plan beyond current needs and requirements
• Uses creativity and innovation to work through challenges and enhance efficiencies
• Excellent ability to communicate at all levels within the organization
• Excellent English telecommunication, written and oral skills
• Adapts quickly to changes in work assignments, schedules and priorities
• Be able to multi-task, handle emergency task and work under stress
• Be responsible, flexible and reliable

Responsibilities:

• Gather necessary information and report to Senior Operations Manager (OM) Team daily
• Communicate with offshore OM regarding program issues/releases/change requests and cross functional team managers on program requirements as needed
• Manage and review KPIs to verify contract SLAs are being met on a daily basis
• Monitor tickets for production incidents and service request
• Participate in reviews of releases and provide the communications back to MGMT team
• In charge of system incident report management
• Document and manage change request, participating in discussion, clarifying requirements and attending meetings as needed
• In charge of incident management and release management, participate and host conference calls with onshore teams
• Support back office fraud prevention team and automate the manual process
• Support PCI and SOC audits for the business