Manager, Operations

Nice to meet you!

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About The Job

The Global Operations Center (GOC) in Pune, India, is a key component of the Cloud and Information Services (CIS) Shared Services Center. GOC's 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, Major Incident Management, and IT Change Management.

The Manager, Information Technology role will interface with local and global leadership and act as an escalation point for the operational aspects of the Global Operations Center under Shared Services Center in Pune, India.

You need to have experience with IT operations management, performance management and experience working along ITSM processes.

Primary Responsibilities

• Keeps group members informed, manages administrative aspects of the department including personnel matters. Sets performance goals/standards/objectives for the team. Performs all management responsibilities for the team including coaching, and fostering growth and development.
• Resource management to ensure 24x7x365 coverage while catering to team and business requirements.
• Oversee and reports weekly, monthly, quarterly, and annual metrics.
• Address operational concerns and issues, monitor overall customer satisfaction
• Act as the primary contact for work streams and escalations
• Develop and implement operational procedures and policies
• Analyze training needs/requirements
• Acting as the primary contact for work streams and escalations
• Excellent interpersonal communication and organizing skills to coordinate project activities
• Ability to work with details and time-sensitive issues
• Working across team boundaries for collaborative issue resolution
• Good decision-making skills and response to high-pressure situations working across team boundaries for collaborative issue resolution
• Support global external and internal customers negotiating any challenges presented by different cultures, work practices, and time zones
• Ability to work flexible business hours as required by global customers / business needs
• As per need On-Call availability and Non-Business Hours work (Weekends & Holidays)
• Adopt and adhere to all ITSM processes, as defined by the Service Management team
• Support and actively contribute to the successful establishment and capability growth
• Evangelize CIS internally and externally. Lead by example through behaviors in accordance with our Company Values, take ownership, and offer transparent, professional communication in all interactions
  
  

Additional Responsibilities

• Identifies trends and assess opportunities to improve processes and execution. Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required.
• Assesses a variety of situations and provide clarity to team and stakeholders.
• Works closely with management team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with regulatory-based best practices.
• Ensure team members have what they need to succeed to meet their goals and objectives
• Work towards developing continuous improvement processes for the team as well as operational goals
• Ability to manage escalations and shift priorities based on business needs
  
  

Knowledge, Skills, And Abilities

• Strong management and leadership skills
• Good ability to handle multiple projects at the same time
• Good ability to supervise and train employees with varying skill sets in a high-pressure environment
• Good verbal, written, and interpersonal skills
• Ability to solve complex problems
• Travel as business requirements dictate at management discretion
• Talent Acquisition, Coaching, Development & Succession with proven ability to foster an environment of positive employee engagement and trust in a globally distributed organization
• Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs
• Problem-solving skills, Quick Learner, and a can-do attitude.
• Attention to detail and accuracy - while maintaining a solid awareness of the ‘big picture’.
• Ability to communicate with global peers and management in a clear, straightforward, and effective way.
• Ten years of experience in Information Technology within functional area. Three years of experience in a leading or manaing technical team.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
  
  

The nice to haves

• Exposure to hands-on reporting and analysis.
• Ability to think outside the box and find alternative solutions to complex problems
• JIRA/Confluence and ServiceNow awareness and usage
• ITIL certifications and/or experience (ITIL v3/v4)
  
  

Education

Bachelor's degree preferably in Computer Science or related field

Experience

Ten years of experience in Information Technology within functional area. 3+ years of experience in leading/managing technical teams that are customer-facing in an enterprise environment.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.