GOC Supervisor

About The Team

The Global Operations Center (GOC) in Pune, India, is a key component of the Cloud and Information Services (CIS) Shared Services Center. GOCs mission is to deliver world class operational support to both external and internal clients. It operates 24/7, focusing on Incident Management with a pool of resources handling responsibilities such as incident monitoring, first response, resource engagement, triage, Tier 1 resolution, and proactive issue prevention.

GOC is also part of the Service Management Office (SMO) and has roles in IT Service Management (ITSM) domain. These roles own various ITSM processes, such as Incident Management, Change, Problem, ITOM (Event, CMDB, etc.).

What You Will Do

The Supervisor, Information Technology role will supervise and work with your team providing quality service for internal and external SAS customers. Using IT Service Management best practices, you will lead your team technically as they respond to incidents, service requests, manage/execute changes, and triage service queues. You will work with service owners across SAS to ensure that the work the team is responsible for is well defined, well documented, and consistently measurable.

Responsibilities

• Monitor incident and request dashboards or queues to ensure the appropriate priority and triage during assigned shift.
• Work with the team, management, and SAS Service Owners to create, maintain, and improve the documentation needed by the team for successful execution of daily tasks.
• Meet SLA for customer reported incidents and/or requests.
• Review and assess OLA/SLA data with SAS Service Owners to improve incident resolution and request execution.
• Resolve incidents and fulfill requests utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning, and excellent documentation skills.
• Using work instructions, knowledge bases, SOPs (Standard Operating Procedures) and runbooks, support a broad set of hosting technologies including the SAS platform, operating systems, and other supporting IT infrastructure.
• Facilitate adherence to ITSM policy across all aspects of service delivery
• Drive customer first in all service interactions in a dynamic environment while managing competing demands.
• Provide inputs to help establish development goals, evaluate performance, identify training needs, and train new team members.
• Work with other shift supervisors and GOC Management to ensure consistent service delivery.
• Work 24x7 on monthly rotating schedule including weekends and holidays.
  
  

Qualifications

Essential:

• Bachelor’s degree in computer science or related field plus seven years’ experience in IT. An equivalent combination of education, training, and experience may replace these requirements.
• Experience providing infrastructure, OS, and/or application support for customers.
• Technical Skills
• Operating Systems: Windows, RHEL Linux
• Application: SAS, Java based enterprise applications
• Proven leadership skills, including the ability to train employees with varying skill sets.
• Strong troubleshooting skills
• Professional writing, verbal, and interpersonal communication skills are essential.
• Ability to work in a strong team environment as well as independently.
  
  

Preferred

• ITIL Foundation Certified
• Experience with ServiceNow (IT Operations Management, IT Service Management).
• Knowledge of multiple operating systems.
• Knowledgeable in Six Sigma, Lean or related methodology.
• Basic security and compliance knowledge.
• Knowledge of VMware and cloud hosting providers.
  
  

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

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