Element is looking to hire an experienced Service Operations Team Lead.  This role will be required to drive operational excellence throughout the technology organization by execution of a high standard of day-to-day operational support of DTG (Digital Technology Group) services provided to the Element business. This function is integral to the success of Service Operations as a whole.

In this role, you will be responsible for managing a team of Service Operations Technicians within a TOC (Technology Operations Center) environment, ensuring monitoring, troubleshooting, taking restorative actions as defined within published KB articles and ensuring delivery and availability of ALL services within the Element business. 

The Service Operations Team Lead will report directly to the Global Technology Operations Centre (TOC) Manager. This position is located in our Eagan, MN location. 

• Work in a Command Center environment
• Work on various shifts and on call to facilitate 24x7x365 support. All shifts will be office based
• Work with the Global TOC (Technology Operations Centre) Manager and other regional Service Operations Team Lead to continually evolve the TOC environment to deliver best in class support to the Element business
• Provide Performance Management for Service Operation Technicians including objective setting, measurement, monitoring, productivity, and appraisal where required
• Contribute to Event Support Models ensuring that we have the most optimal operating models, processes, and procedures in place for our key sporting events and busy sporting calendars
• Participate in Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features
• Maintains, develops, and improves reporting capabilities and makes regular reports to management on compliance with SLA objectives
• Attend monthly service reviews with vendors, suppliers and 3rd parties contributing to the review of incidents, service levels and improvements
• Monitor and provide first contact support for the production infrastructure, systems and applications in-line with availability, response, and resolution SLA’s
• Ensures the quality and ongoing capability of delivery of remote hands and eyes on services across multiple geographies
• Investigates, triages, resolved or escalates any alerting generated through monitoring tools or incident tickets in ServiceNow
• Identify and verify service impact to customers and escalate to subject matter experts in support of problem resolution
  Responds to and coordinates resources in the event of a Major Incident supporting the Major Incident Managers
• Assist in coordinating operations and engineering teams to identify errors and anomalies
• Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management
• Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed
• Ensure that all IT (Information Technology) teams (internal and external) follow the DTG (Digital Technology Group) Global
• Technology Incident and Major Incident Management Processes for every incident and ensure appropriate governance and oversight is maintained
• Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations
• Maintains, develops, and improves reporting capabilities and contributes regular reports to management on compliance with SLA objectives

• Knowledge of voice and data networking principles as well as a knowledge of the specific technologies used by clients, such as: switches and routers, networking infrastructure technologies, LAN, WAN (Wide Area Networks) technologies, and routing protocols
• Knowledge of Cloud principles included AWS, Google, Azure, etc. 
• Knowledge of Active Directory, DHCP, DNS, SharePoint, SQL, Windows OS, VPN, VM’s, Wireless Technology, Citrix, etc. 
• Knowledge of monitoring tools such as New Relic, SolarWinds, Status Page, Gecko, etc. 
• An excellent understanding of ITIL (Information Technology Infrastructure Library) principles 
• Working knowledge of ITSM Tools such as ServiceNow 
• Team Lead experience of working and delivering in a high-pressure environment with multiple priorities
• Be able to proactively manage customer expectations
• Strong time management and efficiency skills organised, and delivery focused, good planning skills, and process driven
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
• Be able to proactively manage customer expectations
• People orientated, with team lead qualities, experience of influencing and impacting leadership communities at varying levels
• Ability to manage and resolve conflict and able to work effectively at all levels of the organisation. 
  People orientated, with team lead qualities, experience of influencing and impacting leadership communities at varying levels

 Essential Skills 

• Previous Operations experienced preferably with a Command Center style environment where observability, response and resolution are key objectives. 
• Understanding of ServiceNow or similar ITSM tool 
• Technology related degree level or higher qualification 
• Professional certifications such as Microsoft, Cisco, AWS, Google, etc. 
 
• ITIL V3 or V4 Foundation or similar ISTM certification 
 
• Kepner Tregoe (Desirable) 

#LI-SL1

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 7,500 brilliant minds operating from 200 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.