• Weekend Service Manager

    Requisition ID
    2018-5759
    # of Openings
    1
    Job Locations
    US-TX-Dallas
    Category
    Data and Analytics
    Employment Duration
    Temporary to Perm
  • Overview

     

    • Schedule will begin as Monday – Friday for approximately 6 months for adequate Service Management training and client coverage experience.
    • After 6 months the schedule will adjust to Friday through ½ day Monday (32 hours minimum; on‐call for weekend issues for specified clients)
    • Understand client processing calendar which includes all data feeds, extracts and environment refreshes and ensure they are on track to meet the client deadlines and Service Level Agreements (contractual and expected)
    • Closely work with Service Managers to understand the database solutions
    • Assist Delivery Scheduling by monitoring processing queues to identify processing failures, missing files and longer than expected processing times

    Responsibilities

    • Schedule will begin as Monday – Friday for approximately 6 months for adequate Service Management training and client coverage
      • After 6 months the schedule will adjust to Friday through ½ day Monday (32 hours minimum; on‐call for weekend issues for specified clients)
    • Understand client processing calendar which includes all data feeds, extracts and environment refreshes and ensure they are on track to meet the client deadlines and Service Level Agreements (contractual and expected)
    • Closely work with Service Managers to understand the database solutions
    • Assist Delivery Scheduling by monitoring processing queues to identify processing failures, missing files and longer than expected processing times
    • Ensure issues are opened by Delivery Scheduling and responded to timely by other WDM Support staff; escalate when needed
    • Send processing status updates via email to Service Managers and/or clients
    • Communicate with client when needed for missing or incorrect files
    • Understand and report on any Service Level Agreements (contractual and expected) incurred through the weekend
    • Lead prep meetings to ensure weekend processing is well defined and all recent changes to the solution are clearly recorded
    • Lead weekend turnover meeting to discuss issues or report that all processing was executed as planned
    • Identify and implement operational efficiencies with the goal to improve client deliveries
    • If available, participate in Production Turnover Meetings as part of the acceptance and education of solution enhancements as they are introduced into the production environment

    Qualifications

    Minimum Business Skills:

     

    • Demonstrates ability to act as an interface with client personnel
    • Basic understanding of database and data management concepts
    • Demonstrate leadership skills
    • Problem solving skills and ability to work independently with clients
    • Good communication skills, in both verbal and written English, with ability to translate technical concepts to business users
    • Service‐oriented
    • Ability to multi‐task and be self‐motivated
    • Ability to build and maintain team relationships across geographic areas (client and various WDM offices)
    • Good interpersonal skills
    • Must be client focused with attention to the smallest detail
    • Ability to view work scope from a business perspective as much as from a technical perspective

     

    Minimum Technical Skills:

     

    • Familiarity with basic database concepts
    • Microsoft Office Suite (Word, Excel, Powerpoint, Visio) Valued Experience:
    • Client account management experience
    • Project management experience
    • SQL experience

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