Manager Client Technology

• The Duty Manager is a senior operations position providing leadership for a team of up to 35 engineers supporting 100+ clients on a rotating shift pattern.
• The Duty Manager is responsible for the efficient a professional execution of activities associated with providing an unreasonable level of hospitality for our client's mission critical system.
• The Duty Manager will have primary responsibility for the rating & review of each of the employees dedicated to rotating with the Duty Manager with input from the Tower Manager.
• The Tower Manager who is accountable for best practices, effective training/testing and for overall architecture and direction of their service delivery tower will provide functional direction and have input as well on the employees rating. The employees will hard line into their Tower Manager with a dotted line to the Duty Manager.
• Key responsibilities of the Duty Manager are:
  • Major Incident / Critical issue early detection and fast remediation for all matters during their shift.
  • Ensuring all client requests, incidents and problems are addressed in a timely and professional manner
  • Stand up calls with their team managing proper hand-over of activities and client status between shifts and teams
  • Allocating resources, as necessary, across teams to provide efficient, effective resolution of issues
  • Identify and implement operational process improvements across teams
  • Provide detailed and accurate job performance feedback for each resource working under their guidance.
  • Change Approver, Quality controller and Post change validation functions within their Shift
  • Supervision of employee attendance and participation.
  • Assisting the Shift Site Reliability Engineers in client communication and escalations.
  • Inspiring and Motivating the employees on their rotating shift
  • Driving for results through agreed KPI’s for Alerts, monitoring tools, and case/SNOW metrics

Originally posted on Himalayas