Platform Operations Lead - NATIONWIDE

Minneapolis, MN (FWR)
Corporate Information Technology

Job Description

Req ID: req29169

Platform Operations Lead - NATIONWIDE Summary:

RSM is seeking an energetic individual to lead operations for our growing IT platforms. If you are committed to providing outstanding service, are an influencer of people, and are technical, this position will interest you. Responsibilities will include creating and maintaining day to day operational processes and standards by engaging stakeholders, members of the Service Desk and other platform team members. This is an exciting position where you will have the opportunity to wear different hats and make an impact by maturing the support, maintenance, monitoring and automation capabilities necessary for all platform applications. A successful candidate will take ownership for the overall quality and performance of the platform's operational activities. This individual will set high standards and foster a proactive, efficient and service-oriented work environment.

ESSENTIAL DUTIES

• Coordinate day to day project and operational activities across a variety of teams; Ensure escalated incidents and requests are addressed in a timely manner and that established service levels are consistently achieved; Serve as the escalation point for incidents and problems and ensure issues are resolved with an appropriate sense of urgency.
• Drive platform DevOps automation capabilities:
• Collaborate with team and Service Desk for effective use of knowledge docs for improving self-serve and first call resolution
• Coordinate resolution of complex issues that involve multiple resources both internal and external (Vendors). Facilitate customer communications should there be any service interruptions or outages.
• Responsible for coordinating and keeping track of the maintenance activities and tasks for the platform that are necessary for smooth running on day to day operations and projects; Work with team members to create run books for maintenance activities
• Responsible for creation and communication of support and maintenance dashboards; Apply industry standard metrics and best practices for IT Service Management; Identify and report on key performance indicators, implement standardized processes and procedures, and proactively adjust resources as needed to meet established service levels.
• Convey end users' feedback to team members; effectively report new or recurring problems to team members. Recommend strategic solutions to avoid or control problems going forward.
• Responsible for creating, updating and communicating the product support and maintenance plans with various stakeholders.

QUALIFICATIONS

EDUCATION

• Bachelor's Degree
• or equivalent experience

TECHNICAL/SOFT SKILLS

• Good interpersonal skills
• Must be passionate about operations and improving efficiency
• Must be an analytical problem solver, flexible, proactive, and work in a fast paced, ever-changing environment
• Must be a strong team player and influencer
• High level of attention to detail

EXPERIENCE

• 7 to 10 years of experience in systems engineering or administration domain
• Experience with software development
• Experience in continuous integration, and release management
• Experience working with 3rd party and vendor relationships
• Proven experience in operational business process improvement
• Knowledge of ITIL and other tools supporting fact-based decisions

LEADERSHIP SKILLS

• Experience in leading technical teams for operations
• Experience collaborating with 3rd party and vendor relationships

You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.

Experience RSM US. Experience the power of being understood.

RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.

Location Street Address: 801 Nicollet Mall, Suite 1100 - West Tower, Minneapolis, MN 55402-2526 USA
Region: National
Position Type: Experienced
Job Type: Full Time
Degree Required: None
Travel Required: No
Sponsor candidates who are not eligible to work in US: No
Requisition ID: req29169