Support operations manager

HARMAN's engineers and designers are creative, purposeful and agile. As part of this team, you'll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

Requirements

• Supervise day-to-day operations of the 24x7 Tier 2 support team
• Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions
• Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)
• Define, document, agree, monitor, measure, report and review the level of IT services provided