It Support Manager Jobs

RaceTrac Company Overview

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The Support Manager is responsible for the availability of production systems in their vertical and maintains responsibility for incident response. This individual will ensure that systems are secure, have high levels of up-time, and deliver outstanding service.

Responsibilities:

• Establish relationships across RaceTrac in order to fully support any critical incident as required.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Proactively identify and evaluate potential issues that may need remediation and create a plan of action to work with the business and IT to remediate
• Responsible for the effective implementation of the Incident Management process and carrying out the respective reporting procedure.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Manage all support staff, service availability and operational processes for the team. Monitor workloads to ensure appropriate # of resources is maintained.
• Create daily/weekly/monthly operations reporting as required to establish that all required SLA's are being met for internal and external clients.
• Serve as point of contact for all major incidents related to their team’s technologies.
• Maintain awareness of all event-related activities and provide on-going communication and feedback to senior management.
• Identify, initiate, schedule and conduct incident reviews. Monitor incidents to ensure SLA adherence.
• Maintain business level knowledge of what are the key applications for each business area.

Qualifications:

• Knowledge of IT infrastructure, networking, and cloud hosting environments, Azure preferred
• 5+ years’ experience in production support and incident management
• Bachelor’s degree from an accredited college or university in IT or related field or equivalent work experience
• Prior experience managing support staff (FTE or third party)
• Knowledge and experience working with ITSM tools. ServiceNow a plus