Edtech.com's Summary

Emory University is hiring a Manager for the Technical Operations Center (TOC) within its Office of Information Technology. This role directs the TOC team to promptly resolve network issues, manage incidents to meet service level agreements, and improve incident management processes through analysis and reporting. The manager also oversees staff recruitment, training, and customer communication to optimize technical operations support.

Highlights

Manage the Technical Operations Center team to ensure timely resolution of network issues and adherence to enterprise-wide SLAs.
Respond promptly to network monitoring events and customer-submitted issues.
Analyze real-time and historical incident data to drive process improvements and problem management.
Develop policies and procedures to enhance workflow efficiency and SLA compliance.
Prepare post-mortem reports on TOC events for IT management.
Hire, train, and evaluate Network Engineer staff across multiple levels.
Handle trouble ticket assignments prioritizing V.I.P. issues and oversee incident communication and resolution.
Build and validate reports by querying ticketing systems to support accurate incident tracking and presentation.
Required qualifications include a bachelor’s degree in IT or related field with five years of relevant experience or equivalent, and ITIL Foundations v3 certification within one year.
Position is primarily on-campus with possible remote work options at departmental discretion.

Manager, TOC - OIT Full Description

Discover Your Career at Emory University:

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.

Description:

**This is a central university office position**

KEY RESPONSIBILITIES:

Manages the enterprise's technical operations support team to ensure timely resolution of network issues and service incidents in accordance with enterprise-wide customer service level agreements (SLAs).
Ensures timely responses to events generated by network monitoring applications and issues submitted to the Technical Operations Center (TOC) by the call centers and customers.
Examines real-time and historical outages in the trouble ticket management systems and provides feedback to TOC staff to promote incident management process improvement.
Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance.
Performs problem management and analysis of real-time and historical data for incidents and outages, reviews alarms, systems data, trouble ticket work logs and historical data to assess needs and initiate effective long- term solutions.
Prepares post mortem reports on TOC events for IT management presentations.
Manages Network Engineer I, II, and III positions. Manages people resources and processes to administer day-to-day operations.
Hires, trains, and evaluates staff.
Gathers customer feedback to assist TOC staff with meeting SLA requirements.
Manages trouble ticket assignments to TOC staff to ensure V.I.P. issues receive high priority.
Reviews incidents with TOC staff and IT departments to evaluate incident stats and define accurate customer impact.
Oversees customer communications to ensure incident alarms are sent. Engages open technical bridges to capture activity detail and to manage incident resolutions.
Manages incidents to meet and exceed SLA targets.
Ensures appropriate monitoring applications are utilized, updated and integrated to meet the needs of the enterprise.
Consults with Enterprise Services management to define and clarify report parameters.
Builds appropriate queries in ticketing systems to collect historical records for report development.
Builds and formats report templates to compile and present reports.
Reviews internally-generated reports to validate data for presentations.
Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

A bachelor's degree in IT or related field and five years of relevant experience, OR and equivalent combination of experience, training, and/or education.
Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location. Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.

Additional Details:

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week's advance notice is preferred.

Original Job Description

Discover Your Career at Emory University:

**This is a central university office position**

KEY RESPONSIBILITIES:

Manages the enterprise's technical operations support team to ensure timely resolution of network issues and service incidents in accordance with enterprise-wide customer service level agreements (SLAs).
Ensures timely responses to events generated by network monitoring applications and issues submitted to the Technical Operations Center (TOC) by the call centers and customers.
Examines real-time and historical outages in the trouble ticket management systems and provides feedback to TOC staff to promote incident management process improvement.
Develops policies and procedures to enhance workflow efficiencies and to ensure SLA compliance.
Performs problem management and analysis of real-time and historical data for incidents and outages, reviews alarms, systems data, trouble ticket work logs and historical data to assess needs and initiate effective long- term solutions.
Prepares post mortem reports on TOC events for IT management presentations.
Manages Network Engineer I, II, and III positions. Manages people resources and processes to administer day-to-day operations.
Hires, trains, and evaluates staff.
Gathers customer feedback to assist TOC staff with meeting SLA requirements.
Manages trouble ticket assignments to TOC staff to ensure V.I.P. issues receive high priority.
Reviews incidents with TOC staff and IT departments to evaluate incident stats and define accurate customer impact.
Oversees customer communications to ensure incident alarms are sent. Engages open technical bridges to capture activity detail and to manage incident resolutions.
Manages incidents to meet and exceed SLA targets.
Ensures appropriate monitoring applications are utilized, updated and integrated to meet the needs of the enterprise.
Consults with Enterprise Services management to define and clarify report parameters.
Builds appropriate queries in ticketing systems to collect historical records for report development.
Builds and formats report templates to compile and present reports.
Reviews internally-generated reports to validate data for presentations.
Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

A bachelor's degree in IT or related field and five years of relevant experience, OR and equivalent combination of experience, training, and/or education.
Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job.

Let me find your next job.

Thanks - you're signed up.

Manager, TOC - OIT

Edtech.com's Summary

Manager, TOC - OIT Full Description

IT Help Desk Team Lead

Network Engineer IV - High Performance Computing - 526867

Lead Systems Engineer

Systems Administrator

IT Services Engineer