Technical Operations Manager
4 days ago
Job Description:
The GSOC Manager is responsible for leading a team of GSOC analysts in providing exceptional client service and ensuring timely and effective incident management. This role requires strong leadership skills, technical expertise, and excellent communication abilities.
Key Responsibilities:
- Team Leadership: Provide guidance, support, and motivation to the GSOC analyst team to ensure they are working efficiently and effectively.
- Incident Response: Manage major/serious incidents occurring anytime, lead client communications, and facilitate post-incident reporting.
- Collaboration: Collaborate with other regional managers and directors to achieve business objectives and ensure alignment with company policies.
- Metrics and Reporting: Monitor Resolver Group activities and report on metrics to measure the client's experience and/or the performance of the GSOC.
Requirements:
- Experience: At least two years' experience in a multi-team manager's role with a total team size of at least 6 people.
- Skills: Strong technical background with Cisco CCNA or equivalent work experience, ability to manipulate data into meaningful metrics, and proven skills in managing problems across a range of products and services.
- Qualifications: ITIL Foundation or above and industry-standard certifications such as Help Desk Institute or Service Desk Institute.
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