Description |
Director, Service Management Support
The Service Management Support team provides process and tools design and operational support for the EIT Service Management Organization. The team provides and assists in the training and implementation of best practices for Operational Excellence and tools that enable those best practices. In addition the team is responsible for ensuring, through the processes developed, that accurate hardware and software inventories are maintained, and most importantly, the relationships among our Customers, business customers, and our iDO infrastructure is defined and maintained.
Specifically the processes developed and maintained by the team managed by the Director include, are but are not limited to
* Incident Management and Event Moderation, Problem Management, Security Management, Configuration Management, Accounting Management, Capacity Management, Performance Management and Service Management
* Asset and Inventory Management and life-cycle management of EIT/iDO assets in addition to configuration management databases (CMDB) and service catalogs.
* Change Management, including analysis and approvals
* Service Creation and mapping
* Work intake and Deployment Engineering / Operations
* Operational Run Books and M&Ps
The tools acquired / developed / integrated by the team are to enable a high level of effectiveness, accuracy, speed and availability in the collecting, analyzing, correlating and triaging millions of daily events coming from the iDO infrastructure and provide Customer Care, business teams the proper guidance as to the customer experience, business impact and provide EIT and Engineering the required work remediation activities and processes to restore service or capabilties. The tools will provide problem / incident / fault management, security management, configuration and change management, asset / inventory management and accounting, performance and capacity management capabilties.
The Services Management Support Director will have responsibility for developing an organization and staffing plan that ensures standard processes, tools and data exist for best-in-class IT and industry leading capability.
* Designing, measuring and continually improving maintaining appropriate end-to-end processes and tools needed to achieve Operational Excellence to deliver, reliability and availability goals.
* Assess and implement cost effective technologies and processes within the industry that enhance and improve capabilities and performance to achieve availability, financial and performance targets
* Developing and implementing a rolling 2-3 year process framework, heat-chart and roadmap that ensures advanced capabilities.
* Developing and implementing a rolling 2-3 year tools / Operational Support System framework, heat-chart and roadmap that ensures advanced capabilities that achieves a high level of leverage against financial, operational and quality goals and objectives.
* Preparing staffing, budget and operations plans to meet service level objectives and agreements.
* Ensure the staffing and SME support of processes, tools and data achieve needs of the Service Management and iDO organization, parts of which will required a minimum of on-call 7x24 support.
* Ensure all software, hardware, firmware levels are within the current vendor supported version levels
Primary Duties and Responsibilities:
- Develop, execute and maintain ongoing operating plans for the Service Management Support team that provides operational process, tools and data for the EIT Service Management Operations Organization and iDO.
- Designing, measuring and continually improving appropriate end-to-end processes and tools needed to achieve Operational Excellence to deliver, reliability, availability, cycle time and financials goals.
- Maintain accurate asset and inventory records that enable T-Mobile to effectively manage its computing hardware and software assets and how those assets affect the service levels and availability of T-Mobile's Customers, services and company day to day operations
- Provide tools to manage and monitor the EIT and portions of the iDO computing and service delivery and service operations infrastructure with visibility and actionable intelliegence to the critical business transactions, service availability / performance and 'box' and physcial connections between them.
- Establish partnerships with business teams, other EIT teams and manage executive-level relationships. Work with business teams and other EIT teams to establish business priorities and deliver against these priorities.
- Continually asesse process and tools capabilities for best-in-class against industry leading benchmarks and capabiltiies.
- Develop and manage the EIT Service Management Support organization, including adminstrative and financial responsibilities for this organization. Identify, attract and retain key skills and capabilities for this team.
Functional/Technical Skills
- Technical Competencies ranging from competent to expert in a minimum of the following areas
- Expertise in carrier class monitoring and surveillance frameworks, tools, integration and implementation (FCAPS, eTOM, TNM, etc.)
- Expertise in process re-engineering and/or TQM
- ITIL v2 (v3 preferred) expertise and implementation experience
- Project Management skills and/or certifications
- Expertise in workflow and ticketing systems as expert user or integration
- Expertise in CMDB implementation and carrier Inventory Management systems (e.g. Cramer, Visioanel, Metasolv, Granite / Xpercomm)
- Background in applying best practices to development and operational processes (e.g., CMMI, ITIL, Six Sigma).
Demonstrated organizational development and personnel management skills appropriate to Director-level position in a large IT organization.
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Requirements |
Experience
- Broad experience in Telecom Operations, preferably in the wireless industry, leading teams in multiple operational disciplines
- 10+ years in managing or supporting increasingly IT or Engineering Organizations)
- Experience working in a fast paced industry and technical environment
- Track record of building and mentoring a high performance teams
- Manage Opex budget of at least $8M and capital budget of at least $10M
- Experienced in the management of process analysts, OSS
development / integration / support teams
- Experienced in the management of ticketing systems (Remedy, Clarify, etc.)
Experienced in providing business and system requirements to software development organizations
Education and Training
BS in technology area strongly preferred.
MS in technology area or MBA preferred.
When asked "How did you hear about us?" please select the option "Other" from the list and type "LatPro" on the next open field.
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