GOC Supervisor
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Team:
The Global Operations Center (GOC) in Pune India is a key component of the Cloud and Information Services (CIS) Shared Services Center. GOCs mission is to deliver world class operational support to both external and internal clients. It operates 24/7 focusing on Incident Management with a pool of resources handling responsibilities such as incident monitoring first response resource engagement triage Tier 1 resolution and proactive issue prevention.
GOC is also part of the Service Management Office (SMO) and has roles in IT Service Management (ITSM) domain. These roles own various ITSM processes such as Incident Management Change Problem ITOM (Event CMDB etc.).
What you will do:
The Supervisor Information Technology role will supervise and work with your team providing quality service for internal and external SAS customers. Using IT Service Management best practices you will lead your team technically as they respond to incidents service requests manage/execute changes and triage service queues. You will work with service owners across SAS to ensure that the work the team is responsible for is well defined well documented and consistently measurable.
Responsibilities:
- Monitorincident and request dashboards or queuesto ensure theappropriatepriority and triageduring assigned shift.
- Work with the team management and SASServiceOwners to create maintain and improvethedocumentation needed by the team for successful execution of daily tasks.
- Meet SLA forcustomerreported incidents and/or requests.
- Reviewandassess OLA/SLAdatawithSASService Owners to improve incidentresolution andrequest execution.
- Resolve incidentsand fulfill requestsutilizing excellent customer service skills problem solving skills technical thinking/reasoningand excellent documentation skills.
- Using work instructions knowledge bases SOPs (Standard Operating Procedures) and runbooks support a broad set of hosting technologies including the SAS platform operating systemsand other supporting IT infrastructure.
- Facilitateadherence to ITSM policyacross all aspects of service delivery
- Drive customer first in all service interactionsin a dynamic environmentwhile managingcompeting demands.
- Provide inputs to help establish development goals evaluateperformance identify training needs and train new team members.
- Work with other shift supervisorsand GOC Managementto ensure consistentservicedelivery.
- Work24x7on monthly rotating schedule including weekends and holidays.
Qualifications
Essential:
- Bachelors degree in computer science or related field plussevenyears experience in IT. An equivalent combination of education training and experience may replace these requirements.
- Experience providing infrastructure OS and/or application support for customers.
- Technical Skills
- Operating Systems: Windows RHEL Linux
- Application: SAS Java based enterprise applications
- Proven leadership skills including the ability to train employees with varying skill sets.
- Strong troubleshooting skills
- Professionalwriting verbal and interpersonal communication skillsare essential.
- Ability to work in a strong team environment as well as independently.
Preferred:
- ITIL Foundation Certified
- Experience with ServiceNow(IT Operations Management IT Service Management).
- Knowledge of multiple operating systems.
- KnowledgeableinSix Sigma Leanor related methodology.
- Basic security and compliance knowledge.
- Knowledge of VMware and cloud hosting providers.
You are welcome here.
At SAS its not about fitting into our culture its about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
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Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Hospitality Experience
- Management Experience
- Mediation Experience
- Guest Services
- Merchandising
- Experience with Children
- Leadership Experience
- Mentoring
- Supervising Experience
- Neonatal Ventilator
About Company
Scandinavian Airlines, usually known as SAS, is the flag carrier of Denmark, Norway and Sweden. SAS is an abbreviation of the company's full name, Scandinavian Airlines System or legally Scandinavian Airlines System Denmark-Norway-Sweden.
