Change Manager and Technical Operations Lead (Remote friendly)

Imagine Communications - Miami, FL

Full-time

Remote - Miami, FL

Computer and Electronic Product Manufacturing

About the position

The Change Manager and Technical Operations Lead will serve as the central point for change and major incident management, operations orchestration, and delivery oversight. This role is crucial in controlling the direction and escalation of incoming Managed Services incidents and service requests, as well as facilitating project plans. The individual in this position will act as an Incident Commander, Operations Orchestrator, and Delivery Captain, ensuring that all team members are aligned and working toward resolving issues efficiently.

Responsibilities

• Evaluate incoming incidents and service requests, providing critical analysis and pushing back when necessary to maintain control.
• Align and direct team members to ensure a cohesive response to incidents and service requests.
• Keep stakeholders informed about the status and progress of incident resolution through regular updates.
• Assign tasks to team members and assist in removing any obstacles that may hinder progress.
• Ensure the necessary resources are available and utilized effectively to meet service demands.
• Run Agile ceremonies in a global manner to support a single cross-functional unit.
• Collaborate with stakeholders to gather and prioritize service requirements for upcoming and in-flight projects.
• Facilitate and report on an updated automated Change Management Process.
• Support and foster the development of a cross-functional support team.
• Work closely with the development team to ensure services are built according to specifications and necessary requirements are met.
• Oversee the planning and execution of service deployments.
• Monitor service performance to ensure compliance with SLAs (Service Level Agreements).
• Manage and resolve service-related incidents, ensuring timely communication with stakeholders.
• Collect and analyze user feedback to identify areas for service improvement.
• Implement changes to enhance service performance, usability, and reliability.
• Track key performance indicators (KPIs) and generate reports on service health and performance.
• Provide regular updates to stakeholders on service status, roadmap progress, and any issues, utilizing the client profile in JIRA.
• Collaborate on requirement specifications, feature development, and bug fixes, regularly reviewing progress and providing feedback.
• Coordinate on testing strategies, plans, and execution to ensure issues are resolved before release.
• Plan and manage deployments, monitor service health, and respond to incidents, ensuring infrastructure and operations align with service needs.
• Align service vision and strategy with overall product goals, coordinating on roadmap planning and feature prioritization.
• Ensure support teams are trained and equipped to assist users, working together to resolve customer issues and gather feedback.
• Work with security teams to ensure services are secure and compliant with security policies, assisting in evidence gathering for audits.
• Ensure services comply with relevant regulations and industry standards, aiding in evidence gathering for audits.

Requirements

• Proven experience in incident management, operations orchestration, and service delivery.
• Strong leadership and communication skills.
• Expertise in Agile methodologies and ceremonies.
• Proficiency in resource management and performance monitoring.
• Familiarity with regulatory compliance standards (e.g., SOC).
• Experience with JIRA or similar service management tools.
• ITIL V3 or V4 Qualification.

Benefits

• Generous Medical, Dental, Vision and Life Insurance package.
• HSA and 401(k) options with company matching.
• Travel insurance coverage.
• Access to EAP and Wellness programs, including LifeSpeak and Vitality.
• Paid volunteer time in the community.