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Collaboration Operations Supervisor

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Date: May 9, 2021

Location: Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 45407

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

 

Corning Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their “whole selves” to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.

 

SCOPE/PURPOSE OF POSITION:

  • Reporting to the Service Owner of Collaboration, the Collaboration Operations Supervisor is an Operations Team leader that will function as a team leader for the operations team for technology related to Microsoft Office 365, Box, DocuSign, SAP Jam, and other related technologies.
  • Responsibility will include supporting this year’s strategy and operational efforts to define the Corning Collaboration solution, as well as to help deliver several complex people, process and technology related activities critical to being ready to support initial release and subsequent migration of to Office 365 services in 2021 and beyond.
  • Responsibility will also include guiding and coaching operations team members as we support new collaboration technologies at Corning Incorporated.
  • As a core member of the collaboration, this person will be responsible for helping direct and guide the delivery of key priorities across multiple stakeholders, with the assistance of the Project Manager and Technical Support teams. While being predominantly internally focused, this position will require strong communication to bridge between various Infrastructure and Application teams as well as an excellent ability to navigate within a background of relative ambiguity.

 

ROLES AND RESPONSIBILITIES:

  • Review and report on all relevant KPI’s and SLAs for service metrics. This includes internal service metrics as well as vendor service metrics.
  • Handle operations escalations and prioritization working via the Corning Incorporated standard priority matrix and escalation process.
  • Build and manage Collaboration Operations support team staffing needs to handle incidents and tasks related to the collaboration service.
  • Work with Project teams to ensure successful handover to the operations team.
  • Assist with Vendor escalations as needed related to vendor technical support tickets.
  • Helps promote a consistent vision and strategy throughout the organization
  • Builds relationships that foster collaboration and partnerships to drive better strategies, priorities, and service to the customer
  • Assists and oversees quality change control according to Corning Change Management, Incident Management, Problem Management and Disaster recovery Methodology
  • Mentors members of the team on architectural, engineering and operational best practices
  • Provides escalated support for Business-Critical problems

 

EDUCATION REQUIREMENTS

  • Bachelor’s degree in Information Technology, Computer Science, Information Management Systems, Computer Engineering or an equivalent technical degree
  • Previous work experience in an IT-based role is preferred.
  • Microsoft certification in Office 365, Exchange Online and Microsoft Teams is a plus

 

WORK EXPERIENCE

  • 3+ years of experience in system administration, with a focus on Exchange, Teams, Skype and other messaging or chat tools
  • 3+ years’ experience in a production IT environment managing enterprise IT infrastructure, hardware, hosting services and cloud infrastructure.
  • 3+ years’ experience in IT Operations environment.

 

REQUIRED SKILLS

  • Basic understanding of Microsoft Active Directory, Exchange on-premise and Exchange Online, Microsoft Teams, Microsoft Outlook Client, Intune, Azure AD Conditional Access, F5 load balancing and related concepts, ability to help team members troubleshoot.
  • Ability to manage a 24x7 support team to handle tickets and tasks related to supporting collaboration technologies
  • Demonstrated ability to manage multiple tasks.
  • Team player with excellent verbal/written communication and interpersonal skills; ability to effectively present information to all levels of the organization.
  • Able to change and adjust smoothly as the situation demands.
  • Ability to lead international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures

 

DESIRED SKILLS

  • Experience with creating and maintaining application and infrastructure services.
  • Project management skills
  • Ability to work with multiple groups and drive results to resolve issues per SLA
  • On-Call rotation may be required

 

TRAVEL

  • None anticipated

 

This position does not support immigration sponsorship.

 

We prohibit discrimination on the basis of  race,color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Nearest Major Market: Corning