Operations Support Service Manager

Lexmark is looking for an experienced information technology operations professional who can lead people, build processes and has a continuous improvement mindset to help keep Lexmark and its systems secure and operational. This leader will work with various operations, infrastructure and security teams to reduce incidents and make sure that new projects are operationalized. This position will Provide technical support for the daily operations of the IT Service Desk, Incident Management Team and IT Asset Management Team.

Operation Support Analysts are major members of the operation team that helps the appropriate department in managing data. They are responsible for processing, reporting and play a major role in helping the organization solve problems. They ensure IT services provided align with the needs of the business and that ITIL (Information Technology Infrastructure Library) practices are followed diligently by all IT operation teams. They carry out analysis on the firms IT systems to identify areas for improvement; and then develop business processes and functional/technical requirement which enables them drive definition to requirements, optimization, nonstop improvement, and appropriate changes to new and current business processes and IT solutions.

Collaborate with the project teams to review or inspect work to guarantee their quality. They will also have to work with other Service Managers to ensure overall operational stability and security are front of focus. They will also interface with the project management office and other teams to drive operational requirements and compliance within the Lexmark framework. This person will also be responsible to report on compliance of audit controls.

This person will be responsible for working with various partners and global operations teams daily to balance security and stability. They must have a strong ability to communicate and balance competing priorities.

Key Responsibilities:

• Provide oversite and support for the IT Service Desk, Incident Management Team and IT Asset Management Team.
• Provide regular reports on asset governance, audit compliance and on operational performance.
• Manage Administrative aspects of the SAFe process of projects into operations.
• Leverage thought leadership, process improvements, sense of urgency, monitoring and automation to reduce incidents and MTTR with the goal of eliminating recurring incidents.
• Be an advocate and change leader for operational initiatives with a goal of improving the overall culture.
• Travel will be required once or twice a year to meet with service management team.

Preferred Experience:

• 5 years' experience in information technology operations, cybersecurity or architecture.
• Strong communication (written and verbal) skills.
• Proven ability to lead and manage multiple priorities.
• Proven organizational skills with the ability to manage multiple tasks with changing priorities.
• Experience with leading onshore and offshore global teams.
• Strong ability in multiple technologies, analytical techniques, and leadership skills.

Preferred Qualifications:

• Bachelor's degree in Information Technology or related IT or Cyber or Engineering field with 10 years of Information Technology experience.
• Experience with ITSM, ITIL, and ISO Frameworks.
• Excellent organizational, communication, documentation and project management skills.
• In-depth knowledge of Operational Processes (Event, Incident, Change, Problem).
• Excellent analytical and problem-solving skills.
• Proven ability to utilize data to drive continuous improvement.

Preferred Certifications:

• ITIL Certification
• Lean or Six Sigma Certifications

How to Apply ?

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