Principal SDET
4 weeks ago
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Computer ScienceTravel Percentage :
0%Job Description
GENERAL DUTIES & RESPONSIBILITIES
⢠Manages an assigned team of personnel which includes understanding skill types and proficiencies, planning, coaching, recruitment, selection, career and performance development and mentoring.
⢠Monitors staff performance, works with employees to implement goals and document progress.
⢠Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.
⢠Manages staff to ensure all duties are performed in an accurate and timely manner.
⢠Plans and maintains efficient operations by designing, implementing and evaluating level one operations process.
⢠Develops, implements and monitors policies and procedures.
⢠Monitors and analyzes telephone statistics and forecasts adjusting schedules to match call volumes.
⢠Implements production, productivity, quality and customer service standards.
⢠Identifies and resolves problems, completes audits, determines system improvements and implements changes and resolves escalations.
⢠Works with project managers, account managers and relationship managers on implementing support enhancements and resolving client escalations.
⢠Develops an overall strategy to meet departmental/business unit goals and objectives.
⢠Negotiates solutions and resolves conflicts that have been escalated from a supervisor or manager.
⢠Assists in the projection of future operational requirements based upon current operations, projected growth and strategic direction.
⢠Collaborates with other client support managers to drive consistent process and productivity improvements.
⢠Leads the development of client support programs and process improvements that enhance the level of external customer service.
⢠Monitors and reports daily, monthly and yearly key performance indicators.
⢠Assists in the management of technology tools and reports that support operational requirements and efficiencies for department.
⢠Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelorâs degree in computer science, information systems or other related technical discipline or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
⢠Knowledge of mainframe technology, open systems hardware/software, Wide Area Network and infrastructure design
⢠Knowledge of management reporting, operational procedures and management information systems
⢠Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
⢠Excellent decision-making, problem-solving, team-building, organization, negotiation, conflict management and time management skills
⢠Strong coaching and mentoring skills
⢠Ability to negotiate effectively and deal with highly complex, confidential and sensitive information
⢠Ability to work closely with executive management to provide essential information, make recommendations and affect change
⢠Willingly shares relevant technical and/or industry knowledge and expertise to other resources
⢠Proven project management skills
FIS JOB LEVEL DESCRIPTION
Director level managerial role â directs and controls activities of a broad functional area through several department managers. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods. Participates with other senior managers in establishing strategic plans and objectives, makes final decisions on administrative/operational matters and ensures effective achievement of objectives. Works on complex issues where analysis of situations or data requires an in-depth knowledge of the business and/or industry. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements. Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
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