IT Operations Manager

Job Description

IT Operations Manager

Tester II - Software Testing

Who We Are

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com . **

You Are**

UST is looking for a qualified IT Operations Manager to ensure quality delivery of end-to-end business solutions and to work with one of the leading healthcare providers in the US. The candidate must possess excellent written and verbal communication skills with the ability and collaborate effectively with domain and technical experts in the team **

The Opportunity**

• Responsible for triaging & responding to, investigating, and resolution of customer support tickets within SLAs
• Responsible for troubleshooting customer queries
• Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
• Effectively document investigative steps and analysis to escalate technical issues to the Product and applications
• Escalate incident tickets through the appropriate channels and hold those escalated accountable for responding in accordance with SLAs.
• Proactive ownership and management of allocated tickets via SN
• Provide prompt, professional, and accurate communication with customers, and vendors - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.
• Interface with colleagues to ensure completeness and relevance to customer requirements.
• Prioritize and manage multiple open tickets at one time.
• Document and optimize - Provide input towards general process improvement.
• Investigate any identified issues with the implementation and then proactively drive resolution.
• Participate in deployment activities
• Maintain up-to-date product knowledge and awareness of new features.
• Willingness to work in shifts, weekends

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. **

What You Need**

• Extensive knowledge in IT release management and Overseeing IT releases across the enterprise
• Responsible for ticket monitoring, prioritization, and escalation.
• Provide oversight and directly manage day-to-day operations for the organization unit and services.
• Establish clear responsibilities and processes for monitoring work and measuring results.
• Manage all aspects of the daily operational tasks to ensure technology services are operating according to the agreed-upon performance targets and service levels in alignment with established priorities.
• Collaborate with other managers, project managers, and/or co-providers to ensure projects are appropriately staffed in a matrixed organization.
• Identifies and resolves root case issues to eliminate repeat incidents that adversely impact business operations.
• Facilitates the development of operational procedures for all IT services (e.g., runbooks, Knowledge Articles, etc.).
• Evaluates and updates service level standards, policies, training materials, and best practices.
• Plans, monitors, and appraises job results.
• Verifies application results by conducting system audits of technologies implemented.
• Identifies and makes recommendations for automation opportunities.
• Support day-to-day operations, prioritize incoming requests, troubleshoot issues, and improve performance for creators.
• Support coordination and execution of larger-scale partner initiatives, including case studies, content funding opportunities, and other activations.
• Partner with cross-functional teams, driving collaboration by receiving, processing, and communicating updates in a timely manner
• Create and establish a centralized project management dashboard
• Anticipate and identify project risks and recommend appropriate resolutions
• Attend meetings with our partner teams to better understand their needs and projects and how they relate to the work our team is doing.
• Communicate with stakeholders and vendors to get and provide relevant updates and information

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by local law, UST provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York, or Washington as set forth below. **

Role Location: Remote

Compensation Range:** $46,000-$70,000

Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits. Depending on the role, some associates may also be eligible for stock options. **

What We Believe**

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do. **

Humility**

We will listen, learn, be empathetic, and help selflessly in our interactions with everyone. **

Humanity**

Through business, we will better the lives of those less fortunate than ourselves. **

Integrity**

We honor our commitments and act with responsibility in all our relationships. **

Equal Employment Opportunity Statement**

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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