Operations Event Manager The purpose of this position is to own SunGard's most severe critical incident management process actions, act as internal services and facilities Crisis Event Managers during these critical events, drive rapid actions to restore service, construct and document a customer facing Service Interruption Report (SIR) within 24 hours of the event and driving all follow-up actions (process, technology, training, people, etc) to closure across the operations delivery teams. During time's when crisis events are not in process, the Operations Event Manager will execute the same actions for customer-specific impacting events. * Accountable for restoration of service for SunGard's most critical incident management process actions (defined as internal crisis events affecting facilities and services), including guiding technical teams to execute failover procedures. * Provide exceptional customer service through timely communication, professionalism and a strong sense of urgency to our customers and fellow team members. * Act as Crisis Event Manager for all internal critical (internal crisis declaration) issues affecting SunGard internal infrastructure. Drive a high sense of urgency in actions and communications. Coordinate a management and technical communication bridges and execute escalation procedures with intelligence and authority. * Provide timely, succinct and clear written and verbal communication to all stakeholders during internal crisis events including delivery of a written Service Interruption Report (SIR) within 24 hours of service restored declaration. * Conduct post-mortem reviews with accuracy, precision and succinctness, both for specific individual events as required and for all events occurring in a specific time period for thorough evaluation of root cause(s), specific corrective actions, and general corrective actions across SunGard/'s infrastructure. Coordinate activities with ITIL Problem Management governance team. * Track, report and manage all follow-up actions for timely closure including procedure, process, training, technology and people actions associated with improving SunGard AS services. * Participate in an on-call rotation and provide off-hours and weekend support as needed to deliver the service. * Drive globalization of processes, training, nomenclature and responsiveness for internal crisis events. Qualifications: * College degree BA or BS in relevant field (Computer Science, Management Information Systems, or Business) or equivalent work experience. * Extensive experience with incident and problem management processes and procedures. Knowledge of monitoring infrastructure and capabilities a plus. * Proven ability to have relentless follow-up. * Must possess strong interpersonal skills in order to work in a dynamic and fast-paced team environment, and drive success for engineers and team members that do not report to you. * Diplomatic and capable of developing positive customer relationships * Must be decisive. * Strong technical problem solving skills. * Clear verbal and written communication. Must be able to write concise, customer CIO-facing, technical documents that anticipate and answer executive level questions after an outage or internal crisis event. * A willingness to learn new technologies. * Minimum five years industry experience in an Network engineering and/or Network support role of a large enterprise or service provider IP network * Extensive architecture experience in IP Networks and one or more of the following technical areas: Security, Storage, Systems * Extensive troubleshooting/problem-solving experience in IP Networks and one or more of the following technical areas: Security, Storage, Systems Other Preferred Skills: * Must be flexible with regard to schedule and be willing to be responsive 24 by 7 when on-call. Working Conditions: * Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions SunGard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more. SunGard AS is an equal opportunity employer. Employment is contingent upon successful completion of the background investigation and pre-employment drug screen. Apply for this Position Send to a Friend Sungard Availability Services Web: http://www.sungardas.com
