Be aware of scams on social media involving phony job postings. Learn more


Service Manager

Location: Prague, Czechia

Notice

This position is no longer open.

Requisition Number: 202468

External Description:

The Service Manager is a consultant role that is responsible for planning, scheduling, monitoring, evaluating and directing staff and IT resources to successfully deliver Managed Services engagements for Teradata, including the Teradata Data Warehouse, Hadoop, related open source software, and applications. The role manages the success of Teradata’s solutions for our customers by ensuring integrated operational management for our platforms and linked systems spanning Data Integration, Business Intelligence, Teradata Applications and other Analytic technologies. This consultant role will manage Teradata, client, and third-party staff to ensure agreed upon client requirements are met, and incidents and service issues are resolved in a professional manner within expected service levels. The role engages with the client in change management activities for production change control or contract changes which impact service or solution availability. The role ensures event-driven and regular meetings take place to keep stakeholders aware of operational highlights, issues, risks and actions pertaining to the service. These meetings ensure issues and risks are clearly recorded and provide preventive and event-driven status as required. A Service Manager will be assigned to one or more clients and may remain with those clients for a reasonably long period (typically 1-3 years) to ensure management continuity. The Service manager collaborates on engagements with Manager/Directors, Project Tech Leads, and Project Managers to successfully perform the service management function for a contract.

Key Areas of Responsibility

  • Managing multiple teams in a production environment
  • Manage contractual delivery of Managed Services to Teradata customers
  • Provide services for systems that are located on premises, in the cloud, or functioning in a hybrid environment.
  • Improve service quality
  • Perform reporting for service levels, key operational metrics, issues, risks and actions
  • Identify and manage service levels with the client
  • Actively engage in critical incidents, problems, and escalations related to the service provided, which includes but is not limited to,
    • Data Infrastructure Services for a Teradata data warehouse, Hadoop, related open source software, and operating systems.
    • Data Integration Services including ETL, data quality, master data management
    • BI and Analytics Services
    • Teradata Applications Services
  • Proactively identify and manage incidents and problem resolutions with the client.
  • Resolve issues in a timely manner with suitable communication and escalation.
  • Maintain an operational calendar for service and contract events
  • Ensure compliance with Teradata’s and client’s information security and data privacy standards for services delivered
  • Participate in Teradata or client sponsored service reviews, security audits, and risk assessments
  • Skill and knowledge transfer to staff and clients.
  • Manage internal and third-party staff.
  • Liaison with client groups relating to the management and usability of the Teradata products and services.
  • Establish and maintain operational processes and standards, and monitor their effectiveness.
  • Manage and maintain operational support manuals and run books.
  • Work with development teams on production schedules and ensure a smooth migration to production.
  • Define and maintain processes for handover to production.
  • Participate in critical software and hardware error management with the hardware support teams.
  • Participate in migration activities to new hardware or software releases.
  • Manage development infrastructure in conjunction with client requirements.
  • Manage development activity for sustaining and enhancement development work in collaboration with Project Tech Leads and Project Managers.
  • Manage client expectations of the production environment and ensure these expectations are met or exceeded.

Preferred Knowledge, Skills and Abilities:

  • In depth knowledge of operations management and control.
  • In depth knowledge of data warehousing, big data, or analytics space.
  • In depth knowledge of hardware and software systems.
  • In depth knowledge of Managed Services.
  • Knowledge of ITIL based operational support processes
  • Work with the appropriate project management methodology (Agile or Waterfall) based upon customer and project requirements
  • Strong consulting skills.
  • Knowledge of operating systems and networking.
  • Knowledge of systems management.
  • Knowledge of data warehouse and analytics development methodology.
  • Knowledge of testing.
  • Experience leading a team.
  • Knowledge of Architecture Principles, Advocated Positions, Design Patterns, and Implementation Alternatives.
  • Understanding of products and solutions – Teradata, Hadoop, related open source software, etc.

We offer:

  • 25 days of holiday a year
  • Private medical care
  • Meal vouchers in amount of 110 CZK/ day (Teradata contributes 83 CZK/day)
  • Company’s contribution for the Pension fund (up to 3% of monthly gross salary)
  • Life insurance
  • Company’s assistance in case of sickness (25% of your gross base salary) in addition to local regulations
  • Employee referral program (4,000$ USD)
  • Sports and activities membership program
  • Employee stock purchase program
  • Contribution of 300$ USD for a mobile phone of your choice (every 2 years)

 

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Prague

State: Praha

Community / Marketing Title: Service Manager

Job Category: IT

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Prague, Praha CZ

.