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Remote Opportunity - Manager IT - Global Command Center

Country : USA USA

State : New York

Town : New York

Category : IT - Web

Contract type : Permanent

Availability : Full time

Company presentation

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

Job description

About the RoleThe global command center (GCC) is GapTech's systematic, proactive approach to guide all stakeholders to work together seamlessly and manage business critical incidents regardless of cause, size, location or complexity in order to mitigate business outage/impact. High collaboration and partnership is key to this role. This position will act as an incident commander on major incident bridge calls and will be responsible and accountable to drive major incidents to resolution within the defined SLA's (Service Level Agreements). This highly visible role will interface with senior leaders in business and GapTech and represent GapTech organization wide.What You'll Do**This role is a remote opportunity**
- This role demands to be available 24*7 for business critical incidents and must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts.
- Setup communication channels for major incidents and train team members and other incident commanders on how to communicate during major incidents
- Assesses risk and manages activities affecting the production environment and client facing application availability.
- Provides status reporting to management via productivity metrics and creates standard/ad hoc reports
- Prepare and analyze reports to evaluate current and past performance trends and anticipate future needs
- Assist in the setup of the HDC (Hyderabad Development Center) command center team and to collaborate with them to enable this team to operate and succeed
- Jointly accountable for the successful delivery of global command center and continuous process improvement and deliveryWho You Are
- A Bachelor's degree in Business, Economics, Mathematics, Information Systems, or equivalent degree or work experience and 5+ years of professional experience
- Proficiency with ITSM tools like Service Now, Pager Duty and experience in ITIL/ IT operations/incident management
- Excellent verbal and written communications and the ability to work well with business and technical teams
- Experience in monitoring tools like - Nagios, Splunk, Grafana, Datadog
- Ability to manage multiple activities at one time in a high pressure environment
- Strength in building partnerships; working collaboratively with a variety of skills and levels
- Strong problem solving/analytical skills and strength in driving for business outcomes and results
- Proven ability to prioritize, multi-task and adaptable to changing requirements and direction
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