Manager, Technical Service

Syniti enables agile enterprises with silo-free enterprise data management that helps turn complex data challenges into competitive advantages. With a unified, learning platform and one of the world’s largest teams of data-focused experts, enterprises and global alliance partners choose Syniti when they require trusted data to ignite business growth and reduce risks. Syniti is a portfolio company of BridgeGrowth Partners LLC. Headquartered in Boston, Massachusetts with offices in 25 countries around the world, Syniti operates in all global regions and industry verticals, and maintains a 99.7% client success rate across thousands of complex data projects and initiatives.

General Summary 

The Cloud Operations team provides 24x7x365 support for all Syniti SaaS & Hosting customers globally. This business unit is responsible for the day-to-day management and support of the cloud operations environment including the uptime, performance and high availability of all customer supporting systems inside of the SaaS & Hosted environments. The SaaS & hosted ecosystem is comprised of multi-tiered applications, microservice architectures, containers & virtual servers as well as large & complex multi-terabyte SQL database systems. The Cloud Operations environment exists across both private cloud and public cloud hyperscalers such as AWS. 

Technical service manager should be able to perform the role of an Incident Manager to restore service operations as soon as possible, act as a change manager to ensure effective implementation of change management process, perform the role of a problem manager to perform RCA for outages by applying problem solving techniques like Brainstorming, 5 Why methodology etc. The technical service manager will also be responsible for creating reports, dashboards and maintain the help centre website and improve capability of ITSM tool used within the organization.

Key responsibilities

• Act as a single point of contact for Major incidents
• Co-ordinate efforts to restore normal service operations as quickly as possible to minimize impact on business operations to our clients or Internal Organisations
• Effectively communicate the progress of investigation to internal and external stakeholders
• Lead conference calls during a Major Incident, engage different teams across the organization
• Perform Hierarchical and Functional escalation
• Document PIR
• Lead CAB calls and identify areas of improvement
• Perform Failed change analysis and implement CSI for reducing failed changes
• Ensure effective implementation of change management process
• Perform RCA using problem solving techniques such as Brainstorming, 5 Why methodology etc
• Identify trends and act of proactive problem tickets to reduce tickets and outages
• Responsible for reporting, dashboards and maintaining the ITSM tool
• Responsible for managing the help centre website
• Work with multiple teams at different levels within the organization for effective implementation of ITIL best practices
• Device SIP and CIP for better quality of service.

Professional Skills & Abilities 

• Exceptional organizational skills with the ability to prioritize many different competing requirements simultaneously with have a high degree of attention for detail 
• Excellent written and verbal communication skills with the ability to communicate clearly with Management.

Skills required

• Should have a good understanding of IT Infrastructure (Servers, Network, Backups, Storage, AD)
• Incident Management
• Change Management
• Problem Management
• ITSM tool administration preferably Zendesk ticketing tool
• Reporting.

Experience

• 8+ years in IT industry
• 5+ years in Incident, Change, & Problem management roles
• 3+ years in ITSM tool management (preferably Zendesk).

Syniti is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.