SCIS Manager, Global Support

Responsibilities:

Position Responsibilities:

• Manage a team of on-shore and off-shore support analysts across multiple time zones to provide follow-the-sun support coverage.
• Develop, maintain, implement and improve global incident management processes and workflows in accordance with ITIL best practices by collaborating with senior leadership and cross functional teams.
• Lead/facilitate major incident response efforts around BI global reports and other SCIS data assets and applications, including incident/communication of bridge calls, root cause analysis, and post-mortem reviews.
• Define vendor Service Level Agreements and monitor vendor performance through the tracking of standard global support metrics such as incident resolution time, ticket volumes and service/system availability.
• Serve as the central point of contact for critical incidents, ensuring professional, timely and transparent communication with stakeholders.
• This role may work weekends or on demand in the event of critical support emergency.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree in IT, Supply Chain or related field with 6 plus years of experience in incident management and/or IT service management with 3 plus years of leadership experience.
• 6 plus years of experience in incident management and/or IT service management, during which the following capabilities were demonstrated:
  • Implemented and executed ITIL-aligned incident management processes
  • Leveraged enterprise-level incident management tools (e.g. ServiceNow)
  • Drafted support communications for key internal and external stakeholders
  • Implemented technical solutions to proactively monitor key systems or workflows.
  • Developed and/or used performance metrics to track incident management performance and identify improvement opportunities
  • Developed and/or curated support knowledge content (e.g. knowledge articles, training materials)

• Master’s Degree or other Graduate Degree
• Experience managing a global team
• Experience as part of a large global or multinational enterprise
• Experience in supply chain planning and/or logistics
• ITIL Certification

Benefits: At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well-being of our employees. This position offers a comprehensive benefits package that includes Medical, Dental, Vision coverage, Paid Time Off, Retirement Benefits, and complimentary Health Screenings. Equal Opportunity Employee & Physical Demands: Reyes Holdings and its businesses are equal opportunity employers. Company policy prohibits discrimination and harassment against any applicant or employee based on race, color, religion, sex, pregnancy or pregnancy-related medical conditions, marital status, sexual orientation, gender identity or expression, age, national origin, citizenship, disability, genetic information, military or veteran status, or any other basis protected by applicable law. In addition, the Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments. Background Check and Drug Screening: Offers of employment are contingent upon successful completion of a background check and drug screening. Pay Transparency: Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.