Senior Operations Manager

4 weeks ago

Minneapolis, Minnesota, United States Capillary Technologies Full time
Job Summary:

As a Senior Operations Manager at Capillary Technologies, you will play a critical role in safeguarding the reliability and performance of our services. This is a unique opportunity to leverage your experience in incident management to drive strategic improvements, lead a team, and make a significant impact on our clients' success.

About the Role:

This position requires a seasoned professional with extensive experience in incident management, a strategic mindset, and the ability to drive continuous improvement initiatives. You will lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution. Additionally, you will conduct in-depth root cause analysis for all high-severity incidents, identifying systemic issues and opportunities for improvement.

Key Responsibilities:

* Lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability.
* Collaborate with the Operations Manager to develop and refine incident management strategies, aligning them with organizational goals and objectives.
* Provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development.
* Ensure that all stakeholders, including Member Users, Clients, and internal teams, are kept informed throughout the incident lifecycle.

Requirements:

* Bachelor's degree in Information Technology, Business Administration, or a related field
* 5+ years of experience in incident management, operations, or a related role, with a proven track record of managing high-severity incidents.
* Strong leadership skills with the ability to guide and influence cross-functional teams.
* Excellent problem-solving abilities, with a strategic approach to identifying and addressing systemic issues.
* Superior communication skills, capable of effectively conveying complex technical information to senior stakeholders.

Competencies:

Leadership:
Demonstrated ability to lead and manage high-impact incidents and drive strategic improvements.

Analytical Thinking:
Expertise in conducting root cause analysis and developing preventive measures.

Communication:
Strong ability to communicate effectively with all levels of the organization, including senior leadership.

Collaboration:
Proven track record of working effectively with cross-functional teams to achieve shared goals.

Adaptability:
Ability to thrive in a fast-paced environment, managing multiple priorities and adapting to changing circumstances.

Why Capillary Technologies:
As a Senior Analyst, you will be part of a company that's driving the future of customer engagement. We offer a unique opportunity to leverage your experience in incident management to drive strategic improvements, lead a team, and make a significant impact on our clients' success. If you're looking to make a meaningful impact, lead with confidence, and be part of a company that's innovating the future of customer engagement, Capillary Technologies is the place for you.

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