IT Field Service/Support/Operation Manager

3 days ago


Orange, United States Qodoro Global LLC Full time
Job DescriptionJob DescriptionJob Summary:

1. Role Title: Field Operation Manager.
2. Reporting to: Global Manager.
3. No requirement to change residence.
4. Possible travel involved.
5. Main responsibility: managing field services and optimizing resource usage to improve productivity and meet service level agreements.
6. Must handle reactive activities for incident and problem resolution.
7. Experience required in project coordination, planning innovation projects, applying technological renewal processes, and reporting service-specific information.
8. Must have technical training in micro informatics.
9. Knowledge required in INETUM proposed processes and methodology, service management tools, procedure and technical manual creation, and ITIL.
10. Abilities required include customer interaction, knowledge transmission to technical teams, project management, coordination with other suppliers, leading and organizing work teams, and risk identification and solution development.
11. Must implement maintenance procedures, improve the area continuously, review the hardware supply chain and end-user services, and define technical and procedural improvements.
12. Responsible for coordinating and managing the Incident and Maintenance Service, assigning and scheduling work to field service resources, and managing technical escalations.
13. Must coordinate effectively with AVANGRID Service Owner and Communication office to communicate incidents that may affect an extensive user population.
14. Must coordinate proactive tasks required for incident avoidance.
15. Responsible for managing any Request Item (RITM) correctly.
16. Must implement strategies for effecting change, controlling change, and helping people to adapt to change.
17. Responsible for creating, using, sharing, and maintaining the knowledge and information of the organization.
18. Must create and maintain an environment where people can perform to their best and produce the highest-quality work most efficiently and effectively.

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