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Senior Operations Manager

Overview

ZeniMax is looking for an experienced, partner-focused Senior Operations Manager to coordinate and oversee the GaaS support team’s incident and problem management functions by taking an active role in how we support live games. In this role, you will work closely with internal and external teams to drive the success of work related to 24/7 support, launches, outages, and continuous improvement.

As a Senior Operations Manager, you will work with team leaders to oversee the Incident Management, problem management, request fulfillment, and continual service improvement processes. Your primary responsibilities include managing an organization that is responsible for 24/7 support of multiple applications, services, and studios. You’ll be developing strategic initiatives to grow the team, department, and company through accountability, training, coaching and mentoring. In this role you can expect to be creating structured process that allows for timely delivery on objectives in an operations environment, using your strong analytical capabilities to create the visibility into the work that the operations teams do, and recommend improvements that make the team more effective.

Responsibilities

• Create a cohesive team that understands the company and department vision and direction
• Create and direct a culture of coaching and feedback and hold team accountable to carry out initiatives which promote those endeavors
• Oversee operations processes in line with well-established industry best practices for incident management and Problem Management, including overseeing root cause analysis and corrective action implementation.
• Create and maintain a communication mechanism to ensure that stakeholders are well-informed of Operations activities and business impacts
• Ensures the accurate tracking and reporting of service availability to stakeholders in order to effectively communicate the health of our systems and services
• Maintain a detailed understanding of our service offerings, delivery processes, and technical capabilities
• Create, manage, and track department objectives to challenge the team and drive key results supporting the organization's overall strategy
• Participate with leadership in strategic planning and define goals based on strategy
• Build and foster relationships with internal partners, and educate internal partners on department service offerings, process and requirements including service level agreements
• Recommend and implement continuous process improvement initiatives for all aspects of the Operations function
• Collaborate, plan and influence, and drive results within an organization and globally across teams
• Analyze operational metrics and work with technical delivery teams to identify and respond proactively to trends, performance, and capacity needs

Qualifications

• 8 years’ experience in IT infrastructure related field, preferably within a multi-customer or managed services environment
• 6+ years’ combined experience leading & managing operations teams
• Proven tolerance for ambiguity and a willingness to jump in and assume tasks to support the success of the team
• Strong leadership skills with demonstrated ability to build, motivate and inspire global teams working under tight timelines
• Outstanding ability to diagnose problems which could be related to process, technology, strategy or people and put in place actions/measures to address and prevent future issues
• Excellent communicator in both written and oral mediums, including presentations to senior leadership
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
• Proven ability to analyze and report on trends, areas of success, and needs to leadership based on data to drive data informed decision making
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Familiarity working with ticketing systems and creating customer reporting using ticket system data

Preferred Skills

• Expert in the software development lifecycle
• Experience with and confident in cross functional collaboration
• Prior experience with and a solid understanding of private cloud (VMWare) and public cloud (Azure, AWS)
• International experience/global mindset – self-awareness of communication styles and cultural differences
• Prior ITIL experience or certification
• Experience working in a SAAS or Managed Services environment.

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