Job Description

Overview:This position, under the general direction of the director, is responsible for the overall direction, coordination, quality and output of employees that provide technical support for our award-winning K-12 software systems. This position ensures that our employees provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and/or written internet based communication and will be responsible for driving customer loyalty. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.Responsibilities:This senior manager role is part of the Customer Experience Incident Management team reporting to the Sr Director of Technical Support. responsible for driving customer satisfaction by executing effective incident management processes and procedures, help draft and distribute communications to stakeholders and ensure timely restoration of service during high impact/ outages situations experienced by airline customers with PowerSchool solutions. The IM will also be responsible for strategic projects seeking improvements in solution/system health and overall remedial actions identified within support processes or teams. Recurrent interaction with PowerSchool executives, PowerSchool vendors or senior-level customer contacts will be required in the in the pursuit of the mentioned improvements and during the execution of the incident/ problem management processes. The IM role will have high visibility interaction within the Customer Experience organization, with cross-functional/organizational impact, ownership and experience opportunities.Responsibilities

• Help define, refine and execute new Incident management practice across PowerSchool in collaboration with key stakeholders

• Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service

• Participates in severity incident troubleshooting bridge calls/slack channels to ensure the proper engagement, coordination and performance of extended support teams.

• Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO/CCO-level customer contacts

• Manages high-visibility customer escalations requiring immediate follow-up

• Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up

• Participates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied.

• Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning

• Compiles information of incidents handled for reporting, analysis and continued service improvement purposes.

• Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level

• Drives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior.

• High level of collaboration required with CloudOps, Devops, Product, Customer Experience teams to drive customer centric outcomes

Qualifications:Education:

• Bachelors degree with a technical orientation, or equivalent experience/responsibility

• ITIL certification a plus but not mandatory. Future qualification required.

• Systems Administration experience (Preferred but not mandatory).

Experience:

• 4 years technical experience in supporting high availability solutions, SaaS platforms as well as on-prem applications

• Demonstrable experience of creating Incident protocols and playbooks and evangelizing throughout the stakeholder group

• Proven record of high level of professionalism, maturity and successful performance as an individual contributor is a must.

Skills:

• Advanced understanding of computer hardware, infrastructure and cybersecurity

• Reasonable technical/functional knowledge of PowerSchool products, or equivalent.

• Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflictive situations

• Ability to think critically, analyze, listen, clarify, solve problems and work independently.

• Ability to multi-task under pressure.

• Proven sense of urgency, attention to detail and high sense of responsibility

EEO Commitment:PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing .#LI-BP1

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