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Solutions Support Manager in Cincinnati, OH at DISYS

Date Posted: 12/3/2018

Job Snapshot

Job Description

Solutions Support Manager

Location: Cincinnati, OH (on-site at Kroger) with occasional travel to Durham,NC

 

Job Responsibilities:

  • Manage Kroger Service Requests (SRs) for the TGCS Supported POS Components.

o   Manage SRs with the appropriate Toshiba and/or Kroger teams and personnel for software and hardware support issues;

o   Create and manage defect tracking and software defect burndown reporting;

o   Single point of contact to Kroger for all immediate support needs, status, escalations, etc.;

o   Participate in team triage meetings and support service delivery meetings to prioritize the SR backlog;

o   Work closely with respective Toshiba team project managers on updates and communications to Kroger;

o   Participate in Kroger Store Down bridge calls on behalf of TGCS (with TGCS Solutions Support Specialists); and other resources as necessary.

o   Generate summary report of SR activity and inventory backlog including performance information for closed SRs.

  • Improve support processes and outcomes
    • facilitate activities to achieve shorter total SR resolution times
    •  minimize Store disruptions through proactive monitoring
    •  improve data collection tools and techniques

•         Lead a small team (1-2 people) of TGCS Solutions Support Specialists

Required Skills and Experience:

•         Bachelors Degree

•         At least 5 years experience with Software Support

•         At least 3 years experience leading a Software Support team

•         Ability to perform initial problem determination on a complex system to identify the most likely failing component

•         Ability to work within a project team environment where results will be based on cooperation with and/or influence of others

•         Strong relationship building skills with external customers

•         Excellent written and oral technical communication skills

•         Focus on results and success

•         Strong sense of urgency and driving issues to closure

•         Ability to multitask and prioritize assignments

Desired Skills and Experience:

•         Experience with Toshiba retail software solutions such as 4690 OS, SurePOS ACE, Store Integtrator (SI), and Data Integration Facility (DIF)

•         Experience with POS, Self-checkout and mobile checkout solutions

•         Software development experience

Job Requirements

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.