Service Manager

Remote - Austin, Texas, United States

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Blue Prism
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Posted 1 week ago

Blue Prism Cloud, previously known as Thoughtonomy, delivers an artificial intelligence (AI) driven intelligent automation platform that enables organizations and the people they employ to do more and achieve more. A leading provider of intelligent, cloud-based automation, the company’s award-winning Software as a Service (SaaS) platform gives companies access to a pool of cloud based intelligent digital workers that can perform the repetitive, time-intensive tasks that slow people down. By integrating this digital workforce with their human teams, companies can accelerate growth and achieve a step change in efficiency. Blue Prism Cloud has grown at a rapid rate since being founded in 2013, with more than 200 customers using its platform in 29 countries spread across four continents. In 2019, Blue Prism acquired Thoughtonomy, to add the SaaS offering into its wider Connected-RPA portfolio. Visit www.blueprismcloud.com to learn more.

Requirements

  • Great inter-personal communication skills – able to manage delivery in line with internal and external team expectations
  • Excellent team collaboration – previous experience working with development and operation teams
  • An individual who is constantly looking to improve our processes and tooling
  • Experience with an incident and problem ticketing system
  • Ability to track tasks, make assignments, and deliver on commitment dates
  • Strong foundation in various areas of IT
  • Effective coordination and facilitation skills
  • Knowledge of networking fundamentals, common Internet protocols and ability to troubleshoot issues.

Your Experience:

Essentials

  • 7-10 years in Information Technology, with a comprehensive Service Management background
  • Managing cloud environments in accordance with company security guidelines
  • Educating teams on the implementation of new cloud-based initiatives, providing associated training as required
  • Experience in individual contributor career planning and development; construct plans for team members and empowering them for self-growth
  • Familiarity with Azure DevOps, Azure Infrastructure, and cloud deployment methodologies.
  • Basic understanding of compliance & security standards across the enterprise IT landscape (ISO, PCI, GDPR, etc.)
  • Understand cost management and optimization in Azure; make recommendations to ensure efficient resource use while meeting business requirements

 

Desirables

 

  • Familiarity with Azure DevOps, Azure Infrastructure, and cloud deployment methodologies.
  • Basic understanding of compliance & security standards across the enterprise IT landscape (ISO, PCI, GDPR, etc.)
  • Understand cost management and optimization in Azure; make recommendations to ensure efficient resource use while meeting business requirements

Your Responsibilities:

  • Co-Owns client from go-live through steady state, change management, service level reporting, and client satisfaction
  • Through risk and impact analysis determine the appropriate actions to resolve problems including Known Errors documentation, automated responses, and problem remediation
  • Be accountable and decisive for all actions necessary to facilitate root cause analysis and identification, service restoration and permanent corrective actions
  • Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client issues and drive cross-functional issues to closure
  • Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate
  • Investigate and propose improvements to deployment management and configuration management
  • Suggest improvements to speed up build and deployment times
  • Continuously monitor and update security footprint
  • Contribute to continual improvement as part of the agile process

Benefits

Blue Prism is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other characteristic protected by applicable federal, state or local laws.

Blue Prism is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Blue Prism via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Blue Prism. No fee will be paid in the event the candidate is hired by Blue Prism as a result of the referral or through other means.

Job tags: AI Azure Cloud-based Compliance Cross-functional DevOps SaaS Security Training