Cloud Service Manager

Summary

The Service Manager function is responsible for all aspects of service delivery management of the FINEOS Cloud for our customers’ pre-production and production environments. This includes up time, deployment, administration, service management and technology selection. The Service Manager is part of a global team responsible for the integrity and on-going service management of the FINEOS Cloud stack in our customer facing datacenters and responding to our fast-paced environment.

Responsibilities

• Act as an incident controller – coordinate the major incident bridge, ensure adherence to incident management processes, and drive for restoration of service and incident resolution
• Problem analysis, identification, and remediation from incident tickets, monitoring, and other means. Proactive identification of possible problems
• Drive and own analysis of problem, ensure root cause and corrective action are determined to reduce number of incidences, thus increasing availability
• Lead cross functional teams as necessary to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions
• Maintain metrics on availability, incident status
• Through risk and impact analysis determine the appropriate actions to resolve problems including Known Errors documentation, automated responses, and problem remediation
• Track and communicate status of problem resolution efforts
• Provide training to support teams and business users on processes and problem tracking tools and tasks

Education and Experience

Knowledge, Skills and Abilities

Technical Skills

Language Skills

Travel Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Requirements

FINEOS is an Equal Opportunity Employer. FINEOS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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