Assistant Manager\Manager

Sikich is seeking an Assistant Manager / Service Manager - Managed Services - to lead and support our offshore network operations team while collaborating closely with our US-based team. The ideal candidate will have extensive experience in network operations and team management, with a strong ability to coordinate and enhance 247 support across geographically distributed teams. You will oversee and manage NOC teams to ensure seamless operations, effective incident management, and continuous improvement in network and infrastructure support for our clients.

About the firm Sikich is a global company specializing in Accounting, Advisory, and Technical professional services. With employees across the globe, Sikich ranks as one of the largest professional services companies in the United States. Our comprehensive skillsets, obtained over decades of experience as entrepreneurs, business owners and industry innovators, allow us to provide insights and transformative strategies to help strengthen every dimension of our clients businesses.

Primary Job Responsibilities

• Client-Focused Incident Management :
• Serve as the initial point of contact for monitoring network and system alerts across multiple client environments.
• Offshore Team Support and Management :
• Oversee and support the offshore network operations team, ensuring they have the resources, guidance, and training needed to perform effectively.
• Act as the primary point of contact for the offshore team, providing leadership and direction on technical and operational issues.
• Monitor and evaluate the performance of the offshore team, providing feedback and fostering a culture of continuous improvement and excellence.
• Collaboration with US-Based Team :
• Collaborate closely with the US-based team to align network operations strategies, incident management, and process improvements.
• Facilitate regular communication and coordination between the offshore and US-based teams to ensure consistent service delivery and problem resolution.
• Share insights and updates with the US-based team on offshore operations, including performance metrics, incident trends, and support challenges.
• Operational Oversight :
• Ensure effective monitoring, analysis, and resolution of network and system incidents by the offshore team, focusing on high-quality service delivery.
• Develop and implement processes and best practices to enhance the efficiency and effectiveness of both offshore and US-based operations.
• Oversee proactive monitoring of client systems, ensuring that potential issues are addressed promptly to minimize downtime and disruptions.
• Process Improvement and Documentation :
• Identify areas for improvement within offshore operations and implement sustainable solutions to enhance performance and support.
• Develop and maintain comprehensive documentation of incident response procedures, knowledge base articles, and support processes for the offshore team.
• Collaborate with the US-based team to standardize processes and ensure consistency across all operations.
• Client Communication and Quality Assurance :
• Ensure clear and effective communication with clients regarding incident status, resolution, and performance insights, coordinated through both offshore and US-based teams.
• Maintain high standards of professionalism and quality in service delivery, ensuring compliance with company policies, procedures, and service level agreements (SLAs).
• Strategic Planning and Resource Allocation :
• Assist in capacity planning and resource allocation for the offshore team, aligning with overall operational goals and client needs.
• Participate in strategic discussions and planning with the US-based team to drive operational excellence and enhance network and infrastructure support.

Requirements