Pay Range Minimum
Job Code:

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.

JOB DESCRIPTION: **This is a central university office position** 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.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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