DreamWorks Technology - Supervisor, Systems Operations

Company: NBC Universal
Location: Glendale
Posted on: June 21, 2022

Job Description:

Responsibilities

DreamWorks has created some of the most recognized and beloved animated characters in the world. Whether you enjoyed flying through Berk with Dragons or kung fu fighting with Po, our films have captured millions of people's imagination by immersing them in our worlds with amazing storytelling and stunning visual effects. Technical innovation at DreamWorks makes much of this possible, and you now have the opportunity to join the team that supports every aspect of our movie-making process.

At DreamWorks, front-line support is provided by the OSA team. A highly trained and energetic group of system administrators that thrive on providing the highest level of end-user support with a constant focus on customer service.

As an OSA Supervisor, you will manage the day-to-day operations of a group of system administrators in a fast-paced production environment. To be a part of this amazing team, you should be an experienced leader with an established record of providing exceptional customer service, while building a team focused on constant improvement. Your ability to communicate effectively, prioritize, multitask, and manage complicated projects will be invaluable contributions towards your success.

Responsibilities include:

* Manage a team of Junior and Senior OSAs to ensure appropriate phone and ticket resolution and escalation
* Serve as a mentor to the OSAs to ensure constant improvement and continued growth for the individual and overall team
* Represent the support organization and in various meetings acting as an advocate for stability in the products we support
* Creating documentation for the team while ensuring that current processes are kept up to date and are being followed
* Gathering and tracking call metrics, as well as serving as the first point of escalation for the team during and after business hours
* Monitoring and managing the support ticket queue to ensure that all tickets are being serviced within the defined SLA
* Capturing and delivering timely performance feedback and participating in the creation and delivery of annual reviews
* Stay abreast of new technologies and updates to the tools that the department uses and supports

Qualifications/Requirements

Strong customer support focus

Bachelor's degree in Computer Science or related field desired

3+ years in a front-line support role.

3+ years of technical management experience as a supervisor or technical lead

Experience with Windows, Linux, and OSX operating systems

Ability to identify and improve existing processes and procedures

Excellent organizational skills and attention to detail

Excellent verbal and written communication skills, including the ability to clearly articulate technical information to both technical and non-technical staff

Ability to lead and develop a cohesive support team

Ability to learn quickly and work collaboratively with other departments in a fast-paced production environment

Desired Characteristics

Experience supporting Google suite of products in an enterprise environment

Familiarity with ServiceNow, Jira, or other ticketing systems

Experience supporting artists in a production environment

Demonstrated success in managing complex projects to a successful completion with minimal supervision

Solid understanding of networking principles

Keywords: NBC Universal, Glendale , DreamWorks Technology - Supervisor, Systems Operations, IT / Software / Systems , Glendale, Arizona