Service Level Manager

Job Field: IT/Software Development Location(s): Chicago, IL 60661 Organization: Orbitz Schedule: Full Time, Employee Orbitz Apply by Email Why join Orbitz? Whether you're an avid traveler, a disciple of utilizing technology to streamline business processes, or just looking for an exciting new opportunity, you'll find that Orbitz is a place where you can make a difference. Do rewarding work that will have a positive impact on traveling consumers worldwide. Service Level Manager Service Level Manager will be responsible for coordinating delivery of White Label travel products to production.  The candidate will understand Service Level Agreements and Objectives, (SLA/O) both internally and externally.  They will ensure service levels are being met, and will do analysis on monitor availability trends and report/track findings.  They will develop and maintain supporting documentation for systems including SOPs (Standard Operating Procedures), release notes, user manuals etc. Candidate must be able to think analytically and possess excellent written and verbal communication skills. Good multitasking and strong follow-through skills a must, along with a desire to work in a fast-paced environment.  RESPONSIBILITIES: Â· Management of production incidents impacting White Label customers.  Own investigation and communication of root cause information for service impacting events.· Review SLA contracts for operations (uptime, performance) and compare incidents/ impairments to expected results; report back to vendors and internal areas per same agreements.· Meet regularly with White Label team members to ensure on-time delivery and mitigation of risks with deployment of projects.· Develop implementation plans, coordinate tasks, and facilitate deployment discussions to with cross functional teams required for deploying White Label products.· Ensure supported projects adhere to defined Operational policies and procedures.· Coordinate training of operational staff prior to White Label product launch.· Understand IT architecture dependencies for all white label products.· Gather metric and reporting requirements for each White Label product. QUALIFICATIONS:   Bachelor's degree or experience in a related field Minimum 5 years of IT operations experience Demonstrated experience managing projects and tasks through completion 3+ years UNIX System Administration experience with a large Linux or SUN/Solaris environment in a high availability, 24x7 environment; e-commerce experience preferred. Advanced Microsoft Excel, Word, and PowerPoint skills a must Proven track record of handing the situation in a professional manner while keeping teams informed of current status and impacts. Experience dealing with multiple down-stream suppliers, partners and back-end system connection and monitoring processes Excellent communications and inter-personal skills. The ability to communicate effectively at all levels and to all functional groups. Creative problem solver with strong consensus building skills Working knowledge of wiki, JIRA, and BMC Remedy strongly preferred. ITIL foundation certification a plus Outgoing personality with a work hard/play hard attitude a plus.  Desire to work in a fast-paced, high energy environment required. Knowledge of high volume web-based systems and ecommerce technologies strongly preferred. Excellent analytical skills, flexibility and demonstrated ability to multi-task in a highly stressful environment