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Thrive
Thrive
1 001 – 5 000 Darbuotojai
Kibernetinis saugumasKonsultavimas
„Thrive“ yra B2B technologijų paslaugų įmonė, teikianti valdomas IT, debesijos ir kibernetinio saugumo paslaugas vidutinio dydžio bei didelėms organizacijoms. Jos saugumo paslaugos apima valdomą grėsmių aptikimą ir reagavimą, galinių įrenginių bei tinklo apsaugą, pažeidžiamumų valdymą, įsilaužimo testavimą, užkardas, reagavimą į incidentus, el. pašto ir DNS saugumą, taip pat „Microsoft 365“ ir „Azure“ saugumą. „Thrive“ taip pat padeda valdyti debesijos operacijas, užtikrina atkūrimą po nelaimių, teikia kolokacijos, valdomų tinklų, „ServiceNow“ pagrindu veikiančio IT paslaugų valdymo, vadovų technologijų konsultavimo ir atitikties programų paslaugas. Įmonė dirba su finansinių paslaugų, sveikatos priežiūros, viešojo sektoriaus, švietimo, gyvybės mokslų ir profesionaliųjų paslaugų sričių klientais, derindama konsultavimą su nuolatinėmis valdomomis paslaugomis.
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Service Operations Manager

Lead managed IT engineering support teams at Thrive, with responsibility for service delivery and client operations. Improve SLA performance, customer success, and the scale of cross-functional services.

USJungtinės ValstijosNYNiujorkas
80 000 $ – 105 000 $ / metai
HibridinisVisas etatasVidutinis lygisVyresnysis specialistasPrivaloma Kalba: anglųOperacijos

Aprašymas

  • Lead and grow engineering support teams.
  • Manage daily service performance and operational standards across assigned accounts.
  • Keep services aligned with SLAs, KPIs, and customer expectations.
  • Create consistent processes for documentation, communications, quality, and escalations.
  • Monitor operations, spot risks, and address issues early.
  • Help plan capacity, distribute workloads, and allocate resources.
  • Act as the main operational contact for assigned clients.
  • Align engineering support with client priorities and business goals.
  • Coordinate with Account Management, Project Delivery, Engineering, and Central Services.
  • Join customer reviews, service discussions, and roadmap planning.
  • Evaluate customer experience and improve satisfaction, reliability, and value.
  • Turn customer feedback into improvements for engineering and service teams.
  • Prepare for renewals and identify potential expansion opportunities.
  • Monitor SLA results, response and resolution times, backlog, customer sentiment, service health, and operational reporting.
  • Use operational data to improve team performance and share trends with leaders and clients.
  • Help onboard new customers and technologies.
  • Deliver initiatives that increase efficiency, quality, and scalability.
  • Keep staffing plans aligned with budgets.
  • Contribute to hiring, onboarding, and workforce planning.

Reikalavimai

  • Have experience leading engineering or technical support teams in managed services or enterprise IT.
  • Understand incident, request, change, and problem management.
  • Have experience with global service delivery models.
  • Show the ability to develop, mentor, and grow engineering teams.
  • Have supported complex customer environments with strict SLAs, regulatory controls, and high availability needs.
  • Be able to analyze operational data, identify trends, and drive improvements based on metrics.
  • Communicate technical and operational information clearly.
  • Have a track record of building and maintaining client relationships.
  • Have worked across Project Delivery, Account Management, Engineering, and operational teams.
  • Balance operational oversight with process improvement and scaling services.
  • Have managed remote, distributed teams across multiple regions or time zones.
  • ITIL Foundation certification or practical ITIL experience is strongly preferred.
  • Have strong organizational, problem-solving, and prioritization skills.
  • Be willing to work outside standard business hours when needed.
  • Be comfortable handling major incidents and escalations or participating in an on-call rotation.

Privalumai

  • Eligible for a bonus.
  • Training and guidance to support career growth.
  • Opportunities to develop professional skills.
  • Hybrid work arrangement.

Susiję darbai

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MokslasNe pelno organizacijosŠvietimas
USJungtinės ValstijosMDMerilandasNYNiujorkasWAVašingtonas
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HibridinisVisas etatasVidutinis lygisVyresnysis specialistasPrivaloma Kalba: anglųOperacijos
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H1B vizos rėmėjasKonsultavimasSveikatos draudimasSveikatos priežiūra
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