Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
5/23/2017
Job Category:
Information Services
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Operations Center Manager
YP | Glendale, California
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Job Description

Req ID:50441

In this role, you will supervise by overseeing and providing coaching for Operations Center Technicians of their daily roles and responsibilities.You will lead the execution of Lead and Operational Management Escalations and Best Practices. Production issues are escalated and driven to resolution via troubleshooting, communication, and subsequent updates. Issues are owned from start to finish and tracked on YP Incident Management system. 

Responsibilities:

  • Supervise staff by overseeing and providing coaching for Operations Center Technicians of their daily roles and responsibilities.
  • Lead the execution of Event and Incident management escalations and best practices. Production issues are escalated and driven to resolution via troubleshooting, communication, and subsequent updates. Issues are owned from start to finish and tracked on the YP Incident Management system.
  • Manage Operational SLAs for products and services monitored 24x7x365. Including overall health of Network, Unix, and Windows architechture(s) hosting various based web, mobile, and telephony services.
  • Meet with various teams to strategize, create and/or update Operations Center policies and standard operating procedures while looking for ways to optimize and/or automate repetitive tasks.
  • Flexible with the ability to handle stressful situations such as facilitating emergency conference bridge calls and sending quick and accurate notifications.
  • Communicate between departments, vendors and partners as a central repository for information regarding production site, Customer Support, Help Desk and Core Systems issues across the entire organization.
  • Engaged in an on-call rotation for general “How to” questions asked by Operations Center Technicians and managing of Incidents. 
  • Document, review, and audit various system administration tasks and standard operating procedures as needed to maintain system health.
  • Information management and metrics of staff performance and productivity
  • New hire onboarding and continuous training. Develop Operations Center Technicians; provide training and tutorials of new products, systems, tools, etc.
  • Identify and develop areas of improvements of staff, tools, resources, and other Operation Center assets
  • Schedule, Review, Approve timecards
  • Periodic Performance review and feedback

Minimum Qualifications and Technical Requirements:

  • 3-5+ years of previous Operations Center with 1-2+ years leadership experience or equivalent
  • 3-5+ years of direct Network/Unix/Windows experience (running scripts, grepping logs, troubleshooting errors)
  • Excellent organizational, written, and verbal communication skills
  • Ability to accurately report information in a timely manner.
  • Open-minded with the ability to promote a positive and encouraging team environment
  • Experience with Cisco IOS, Catchpoint, ipMonitor, Nagios or Solar Winds, NetCool is a plus
     

Skills:

  • Leadership, Operations Center, Network, Unix, Windows, scripts, logs

YP is a leading local marketing solutions provider in the US dedicated to helping local businesses and communities grow.  YP’s flagship consumer brands can reach nearly 95% of US internet users, which are used by nearly 70 million visitors each month in the US.  YP solutions had more than 1 billion searches on mobile and more than 1.3 billion searches online in 2015.  The YP app has been downloaded more than 20 million times and YP has almost 7 million registered users of its website and apps.  YP solutions and services are backed by thousands of media consultants and customer service professionals in local markets across the US with relationships spanning nearly half a million advertisers.

 

As we continue to expand our leadership in the mobile local ad market we find ourselves with several distinctions including; ranking among the top 50 digital media companies in the world, owner of the 31st largest website (YP.com) and a top 40 mobile app (YPmobile).

 

 

 

To learn more about joining our exciting team check us out and follow us on FacebookTwitter and YouTube

YP LLC is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

Posting Notes: Management || Glendale, CA || California (US-CA) || United States (US) || YellowPages.com LLC 

 

 

 

SF:LI-FP1, SF:IN-FP1

About YP

YP Corp., a leading provider of Internet-based Yellow Pages services, offers an Internet Advertising Package(TM) ("IAP") that includes a Mini-WebPage(TM) and Preferred Listing through its Yellow Pages Web site at www.YP.Com. The company's Web site contains listings for approximately 17 million businesses in the United States. YP Corp. also provides an array of other Internet services that complement its Yellow Pages Web site, including an Internet Dial-Up Package(TM) (dial-up Internet access) and QuickSite(TM) (Web site design & hosting services). YP Corp. is a longstanding member, exhibitor and sponsor of the two major Yellow Pages trade associations -- Yellow Page Integrated Media Association (YPIMA), the major trade association of Yellow Pages publishers throughout the world, and the Association of Directory Publishers (ADP), which mostly represents independent Yellow Pages publishers. YP Corp. is based in Mesa, Ariz., and Las Vegas.

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