Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.
Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.
Veritas IT is looking for a leader of Information Technology to manage our Enterprise Applications Global Support Operations. We are expanding and growing our business globally and looking for a strong IT leader with the experience in managing a global support organization and working with senior business leaders. To help support business operations with creative technical solutions, we need an innovative, operationally savvy, thoughtful and results driven leader.
Key Responsibilities:
Own and drive the oversight of priority incidents in real-time, with end-to-end accountability throughout the lifecycle
Lead a technical support team consisting of IT developers, leads, and a Manager to support a portfolio of critical Front Office (Sales, Marketing, Digital, Customer Support) and Back Office (Order Management, Finance, HR) applications
Effectively manage day-to-day critical incidents to successful completion within SLAs, managing escalations, driving root cause analysis and corrective actions to prevent reoccurrence and reduce ticket volume
Perform weekly support metrics review with globally located IT Service Owners and other stakeholders
Ensure stakeholder communication and facilitate coordination of technical teams and hold teams accountable while playing the role of an Incident Commander
Transition new projects and deployments to standard support model effectively managing the Knowledge transitions
Ensures consistency in data recorded and leveraged in ServiceNow
Be the focal point to Business Partners to manage incidents, escalations, and ticket reviews
Drive sustainable permanent improvements
Evaluate performance against SLAs and KPIs
Ensure timely incident analysis and problem investigations
Prioritize and monitor implementation of follow-up actions with Problem Management and Knowledge Management practices
Qualifications:
Bachelor’s degree in related discipline (Computer Engineer, Computer Science, Information Technology, etc.)
15+ years of Oracle experience which includes ERP, CX applications (CRM, CPQ, Service), and other related internal and vendor products
Strong knowledge of IT business processes and practices
3+ years of progressive experience in managing IT teams (Offshore)
Excellent leadership communication and executive presence
Strong project management methodology background, including schedule, scope, issue, and risk management experience
Strong experience building relationships across organization business and IT
At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that’s OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVTAS!
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