Manager Incident and Change U.S. Cellular
Chicago, IL

Job Description

Manager Incident and Change - OPE000624

Acts as a liaison for Multi-Channel Operations by working closely with IS, Engineering, Facilities, Vendors, and other business partners to resolve customer service impacts and concerns including support of retail and contact center outages, patch management, and upgrade processes with customer service applications. Facilitates the restoration of disrupted services and ensures related operations are in line with established service standards, Service Level Agreements, procedures and best practices. Provides daily support of technical, business, and disaster recovery by reporting on operational status, readiness, and impact analysis, and delivers appropriate updates to leadership.

* Establish and maintain open, cooperative working relationships with Leaders, IS, Engineering, Facilities, Vendors, and other business partners
* Provide direct leadership and facilitation to aid in the restoration efforts for all customer impacting incidents in a 24/7/365 environment
* Provide leadership and make real-time decisions during frontline impacting outages, and participate in root cause analysis and after-action review meetings to identify areas for continuous improvement
* Create and manage communication(s), reports, and follow-thru to senior leadership on all high-severity/high-impact incidents, and any other operational situations that may impact their respective areas
* Maintain open communications with end-user leadership, ensuring awareness of operational situations that may impact their respective areas
* Know and understand all Disaster Recovery and mitigation plans to assist in the implementation of fixes or mitigation strategies
* Conduct root cause analysis to understand the cause of issues and concerns
* Quantify and report on all outage and system downtime business impacts; include root cause analysis insights
* Perform proactive problem management and incident trending to prevent and eliminate future incidents
* Lead and understand all system upgrades and communicate impacts to frontline leaders
* Participate in Change Management to understand potential impacts to all frontline Operations
* Lead, develop, and guide the System Administration team in the achievement of business objectives, prioritization and management of work, and allocation of resources
* Foster and maintain a culture and work environment that's in alignment with the Dynamic Organization
* Bachelor's degree in related technical or business areas, or equivalent work experience required
* Strong leadership skills;
* 5+ years of experience working with relevant retail, telephony, and call center technology/systems
* Ability to work variable schedules as needed to support critical incidents and outages
* Working knowledge of telephony hardware and software to allow troubleshooting of systems
* Experience in high volume, call center and familiarity with call center business requirements
* Experience with multi-site contact centers with complex technologies, techniques and environmental factors
* Excellent communication skills required, including verbal, written, and presentation delivery
* Ability to handle multiple tasks and responsibilities simultaneously in a fast-paced environment requiring teamwork
* Excellent PC skills with experience using Microsoft applications required
* Strong analytical abilities and project management experience required
* Strong conceptual understanding of telephony transport and VoIP transport
* 3 years of previous leadership experience preferred
* ITIL Certified preferred
* Cellular or Wireless industry experience preferred

Job : Operations

Location(s) : Illinois-CHICAGO_IL

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.