Sr Manager Sys Admin Client Tech Support

Sr Manager Sys Admin Client Tech Support
Requisition #: USAHQ-11928
Position Type: Full Time - Regular
Work Countries: United States
Canada
Work Cities: Virtual US
Job Description:
Sr. Manager, Systems Admin Client Tech Support
Job Summary:
Manage escalation process from the Site Admins
+ Assess complex incident, apply solution, send feedback to Site Admins or user
+ If necessary, complete incident registration with all technical information to allow escalation to the respective internal or external 3. Level support
+ Perform system administration tasks
+ Participate on the management of the virtual team System Administration Client Technology
+ Manager of System Administrator team globally
Essential Duties and Responsibilities:
_Job Specific Essential Duties & Responsibilities:_
Core Responsibility 1: Assess complex incident, apply solution, send feedback to System Admins or user
+ Conduct assessment in a logical way, understand the request/issue identify the faulty component or parameters to be changed.
+ Consult available documentation & process description.
+ If possible, solve incident and reply either to the System Admins or to the user directly
+ Respect procedures defined within the workflow tool (SDP) to insure smooth communication between support teams and consistency of the data (tickets) recorded.
+ Respect defined Service Level Agreement
Core Responsibility 2: Complete incident registration with all technical information to allow escalation to one of our Suppliers. Follow-up with Supplier
+ "Triage" of cases escalated by System Admins
+ Complete documentation of the request with all technical information necessary for further investigation
+ If required forward case to respective 3 rd level support as applicableor register case in 3 rd party trouble shooting database (iKare, etc.)
+ Document registration in SDP with escalation date and if available incident number
+ Insure follow-up (resolution, feedback, questions) of these escalated cases.
Core Responsibility 3: Perform system administration tasks
+ Modify configuration of client technology product sites when required by the user/customer / account manager (validation with original requirements) in case of a bug or an error during implementation
+ Test modifications done and document results before closing or forwarding the request/incident.
+ Respect defined Service Level Agreement.
Core Responsibility 4: Participate on the management of the virtual team System Administration Client Technology and manage the sub team in one location in the respective virtual team
+ Participate in shift planning for the virtual team in line with Senior Manager general direction
+ Identify qualification needs and report it to the respective Senior Manager
+ Conduct regular reviews with the direct reports in line with the company policy and Senior Manager direction
+ Manage implementation of agreed process and functional interfaces
+ Support assessment of service escalations reported and align with respective Senior Manager
+ Help to coordinate the holiday approval and assure proper documentation in line with the local country rules
+ Conduct regular meeting with team and assure participation on agreed team calls.
Core Responsibility 5: Manager the Client Technology Support Services Team in Americas
+ Oversee adequate shift planning done by the respective Supervisor
+ Assure qualification of the service team in coordination with Supervisor and Manager Process, Knowledge and Coaching
+ Conduct regular reviews with the direct reports in line with the company policy
+ Assure implementation of agreed process and functional interfaces with the respective Supervisor
+ Assess service escalations reported and align with other teams as necessary Manage the holiday and expense approval and assure proper documentation in line with the local country rules
+ Agree and conduct regular calls with team and Supervisors
+ Decide on team matters e.g. holiday, expense, trainings, shifts, etc.
+ Liaise with the different HR coordinator on HR matters
Other:
+ This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
Education / Knowledge / Experience : (Subject to local laws and practices)
Essential:
+ Professional education (Business Travel Agent)
+ Min 5 years in the travel industry
+ At least 2 years experience in leadership, quality management, process management and project management.
+ Experience in process management (design, document and implement processes)
+ Min 3 years as System Admin
+ Good mode of expression in written and spoken English
+ Good knowledge 1 GDS is required
+ Excellent knowledge in Client facing Travel Technology and solid experience in the administration of min 1 Application
+ Excellent knowledge in Client facing Travel Technology
+ International work experience
+ Good analytical thinking skills
+ Social competence & teamwork
+ Self-dependent behavior
+ Flexibility and high initiative
+ Great empathy for customer needs and patience with unstable customers
+ Organizational skills (planning, communication)
+ Demonstrated ability to lead a virtual team.
Preferred:
+ Internal or external training on mid-level management
+ 2nd or 3rd language of French, German or Spanish
+ Good Knowledge 2nd or 3rd GDS
+ Thorough understanding of online meeting technology.
+ Excellent knowledge in Agent facing Travel Technology and Basic experience in the administration of min 1 Application
+ Excellent knowledge in Agent facing Travel Technology
IND123
LI-MM1
LI-LOCS VIRTUAL-US
Field of Interest Category:
Travel Technology
Shift:
Percent of Travel: 1-25%
Relocation: No
Languages Required: 3db6bfe9aee0475497d1b45b3075d9f1

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