Manager, TOC – OIT
Emory University
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manages the enterprise's technical operations support team to ensure timely resolution of network issues and service incidents.
- Ensures timely responses to events generated by network monitoring applications and issues submitted to the Technical Operations Center (TOC).
- Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance.
- Performs problem management and analysis of real-time and historical data for incidents and outages.
- Prepares post mortem reports on TOC events for IT management presentations.
- Manages Network Engineer I, II, and III positions and people resources to administer day-to-day operations.
- Gathers customer feedback to assist TOC staff with meeting SLA requirements.
- Engages open technical bridges to capture activity detail and to manage incident resolutions.
Requirements
- A bachelor's degree in IT or related field and five years of relevant experience, OR an equivalent combination of experience, training, and/or education.
- Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
network monitoringproblem managementdata analysisworkflow efficienciesSLA compliance
Soft skills
team managementcustomer feedback gatheringincident resolution managementpresentation skills
Certifications
bachelor's degree in ITITIL Foundations v3 certification