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DreamWorks Technology - Supervisor, Systems Operations

Company: Filmed Entertainment Group
Location: Glendale
Posted on: June 22, 2022

Job Description:

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 escalationServe as a mentor to the OSAs to ensure constant improvement and continued growth for the individual and overall teamRepresent the support organization and in various meetings acting as an advocate for stability in the products we supportCreating documentation for the team while ensuring that current processes are kept up to date and are being followedGathering and tracking call metrics, as well as serving as the first point of escalation for the team during and after business hoursMonitoring and managing the support ticket queue to ensure that all tickets are being serviced within the defined SLACapturing and delivering timely performance feedback and participating in the creation and delivery of annual reviewsStay abreast of new technologies and updates to the tools that the department uses and supportsQualifications/RequirementsStrong customer support focusBachelor's degree in Computer Science or related field desired3+ years in a front-line support role.3+ years of technical management experience as a supervisor or technical leadExperience with Windows, Linux, and OSX operating systemsAbility to identify and improve existing processes and proceduresExcellent organizational skills and attention to detailExcellent verbal and written communication skills, including the ability to clearly articulate technical information to both technical and non-technical staffAbility to lead and develop a cohesive support teamAbility to learn quickly and work collaboratively with other departments in a fast-paced production environmentAbout UsFrom the award-winning storytellers, artist and innovators at DreamWorks Animation and DreamWorks Animation Television come the beloved characters and stories that come alive on the big and small screens. From films like Shrek, How to Train Your Dragon and Trolls to original TV series including Trollhunters, Voltron and Home: Adventures with Tip & Oh, DreamWorks Animation continues to bring home the laughter, fun and courage to to see our latest animated film and television productions.DreamWorks is a division of NBCUniversal.At NBCUniversal, we believe in the talent of our people. It's our passion and commitment to excellence that drives NBCU's vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It's what makes us uniquely NBCU. Here you can create the extraordinary. Join us.NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal's commitment and how we are making an impact.NoticesNBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.NBCUniversal is an equal opportunity employer and will provide reasonable accommodations as required by applicable federal, state, and/or local laws.

Keywords: Filmed Entertainment Group, Glendale , DreamWorks Technology - Supervisor, Systems Operations, IT / Software / Systems , Glendale, Arizona

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