Technical Operations Manager

4 weeks ago


Philadelphia, Pennsylvania, United States Audacy Full time

About the Role:

Audacy is seeking a highly skilled Technical Operations Manager to join our team. As a Technical Operations Manager, you will be responsible for leading a technical managed services support team, providing world-class customer experience to Audacy's internal and external customers.

Key Responsibilities:

  • Lead a technical managed services support team to provide world-class customer experience.
  • Develop and implement strategies to improve customer satisfaction and internal quality levels.
  • Ensure productivity goals for the team are clearly understood, monitored, and achieved.
  • Coordinate with product teams, QA, engineering, and vendors to drive resolution efforts.
  • Provide effective reporting to peers and management on KPIs, key objectives, and measures.
  • Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.

Requirements:

  • 3+ years in a technical operations center (TOC), network operations center (NOC) or security operations center (SOC) environment.
  • Experience using enterprise ticketing tools such as Zendesk, Remedy or Service Now.
  • Excellent management, interpersonal, communication, presentation, customer service, and organizational skills.
  • Ability to maintain calm during stressful situations; demonstrated leadership skills under fast-paced, highly dynamic situations.

Preferred Qualifications:

  • Knowledge or certification of ITIL V4.0.
  • Previous experience monitoring cloud applications using monitoring tools such as DataDog, Sumo Logic, New Relic, Splunk or other cloud monitoring/logging tools used for problem identification, troubleshooting, and resolution.

About Audacy:

Audacy, Inc. is a leading multi-platform audio content and entertainment company that connects with 200 million consumers. Powered by its exclusive, premium audio content that includes unrivaled leadership positions in news and sports radio, Audacy operates one of the country's two scaled radio broadcasting groups, a rapidly growing direct-to-consumer digital audio platform, multiple audio networks, a major event business, and a leading, award-winning podcast studio.



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