Program Manager - GSO OnCall

Program Manager - GSO OnCall
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Singapore
Within Global Support Operations (GSO), this Program Manager will design and implement processes, documentation and tooling assistance to ensure the stability, process excellence and maintenance of an Oncall team. They will be responsible for team management and service level agreements with the vendor operations manager, keeping up to date on the latest tooling knowledge and updates, refreshing documentation as processes evolve and tooling features or changes are released and seeking opportunity to grow Oncall expansion to other areas of GSO. They will also be required to learn and understand the role from the ground up, from troubleshooting basic issues to presenting team performance whilst having a firm grasp on platform reliability and helping to drive those improvements directly with Engineering. This is a full time in-office role based in Singapore.
Program Manager - GSO OnCall Responsibilities
  • Maintain requirements for Business Continuity ensuring Oncall will almost always be available.
  • Work directly with Engineering and stakeholders to maintain a recurring feedback loop.
  • Drive decision making across the GSO SAT team through Oncall tracking and data tags.
  • Analyze and report on data trends, task volumes, system outages in a clear and concise manner.
  • Assist in the management and resolution of business critical outages.
  • Reporting to leadership and departmental leads both Oncall performance and the impact of operational outages.
  • Work closely with Engineering to drive operations level changes to reliability and data tracking.
  • Build relationships with strategic XFNs outside of GSO, such as with Security and Enterprise Engineering
  • Design processes that reduce task volume and solve our customer support agents more efficiently.
  • Conduct training sessions and refresher courses for the OnCall team
  • Maintain and be accountable for rigid process excellence for the Oncall team.
  • Be the subject matter expert for all areas tooling, Oncall and business critical outages.
  • Drive improvements for Oncalls to meet their targets and SLA’s.
  • Partner with XFNs to represent GSO needs within different contexts, such as (but not limited to): maintaining Access Management processes, improving Onboarding systems, Completing various Security-driven initiatives
Minimum Qualifications
  • Bachelor's Degree in business, technical or related field preferred.
  • Minimum 3 years experience in customer support, customer success or customer experience
  • Experience partnering with technical teams (e.g. Engineering, Product Management, Data Science, User Research, etc.).
  • Experience initiating and executing multiple projects simultaneously with minimal guidance, across different time zones, and with multiple stakeholders.
  • Experience managing communication and influencing decision-making with stakeholders to keep high engagement and expectations aligned.
Preferred Qualifications
  • Minimum 3 years experience in a project / product management role.
  • Experience in managing a team that has critical business functions.
  • Demonstrated experience in building or administrating enterprise softwares for Support (eg. Salesforce, Zendesk etc).
  • Demonstrated experience with communications and presentations to Director/VP- level.
  • Demonstrated experience with Data Analytics skills, familiar with SQL, Python.
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