Manager, Technical Service

ABOUT US

Syniti is the enterprise data partner, empowering anyone who relies on data to make business-critical decisions by delivering data they can trust through a unique combination of intelligent software and experts who deeply understand the role of data in enterprise growth.

Trusted by the Fortune 2000, Syniti helps leading businesses reconfigure the role of enterprise data from afterthought to foundational first step; enabling them to unlock valuable insights that ignite growth, reduce risk, and expand their competitive advantage.

Syniti’s Data First philosophy and enterprise data management platform supports data migration, data quality, data replication, data matching, master data management, analytics, data governance, and data strategy in a single, unified solution.

As an innovative, global leader in Enterprise Data Management, the combination of our award-winning software platform and premier consultants creates a unique advantage for leading enterprises. Syniti is also a preferred data solution used by the world’s top system integrators, and 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 100% client success rate across thousands of complex data projects and initiatives.

The ROLE

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.

WHAT YOU WILL DO 

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.

WHAT IT TAKES

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.
• 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.
• 8+ years in IT industry.
• 5+ years in Incident, Change, & Problem management roles.
• 3+ years in ITSM tool management (preferably Zendesk).
• Be fully aligned to the our core values: 
• Think Big - Be courageous and bold. Aspire to greatness. Relentlessly pursue market innovation. Set the standard by which others follow. Create solutions that have a meaningful impact. Solve the challenges our customers don’t know they have. 
• Be Curious - Be a lifelong learner. Seek out new ideas to serve customers. Understand our competition and the world. Be permanently dissatisfied with the status quo. Challenge preconceptions. Focus on the future rather than yesterday. 
• Take Action - Be the first. Don’t wait. Take accountability. Inspire others by doing. Fail fast and learn from mistakes. Make a difference every day. 
• Stronger Together - Respect, trust and look out for each other. Celebrate diverse perspectives. Listen. Build connections and belonging. Act with integrity. Give back. One Syniti family. 

WHAT WE OFFER

• Trust that you are good at what you’re doing. At Syniti you will find a supportive environment and access to learning tools, but micromanagement is not our thing.
• Growth. We are growing rapidly and steadily solving the biggest challenges enterprise companies are faced with today. There was never a better time to join and grow with us. Most importantly you will have the chance to shape our journey and share in our success story.
• Support. We all rely on each other and enable each other to be successful. You won’t stand alone.
• Curiosity and genuine interest in you. We all have our different stories, all equally fascinating with each depicting a different journey and we want to hear them all.
• Recognition. We are the sum of individual achievements and we always take the time to celebrate them.
• An open organisation. Hierarchies are not our thing and access is something we make sure of across the board. We are a family where everyone is just as important, everyone’s work is seen and ideas valued.