Sr. Operator, Integrated Operations Center

Posted Date: Jul 5, 2024

Location: Camden, NJ, US, 08102

Company: American Water Works Company Inc

Requisition ID:  106659 

 

Share Our Purpose.  Be Yourself.  Feel Valued. 

 

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career.  Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

 

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role!  Click here for more information on our inclusion, diversity, and equity journey.

 

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.


As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.


American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedInFacebookTwitter and Instagram.

 

 

 

Primary Role

  • Monitor and implement technology directions and roadmaps.
  • Maintain application and application interfaces inventory.
  • Integrate new capabilities into project, product, and program management
  • Collaborate with other technology domains and business functions to develop innovative business solutions.
  • Demonstrated ability to apply application technologies to solve practical problems in a high-tech development environment with multi-function teams for large, complex systems with minimal direction.
  • Translate AW’s business strategy and goals into successful projects.
  • Develop and maintain project management principles.
  • Documents problems and resolutions.   
  • Responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors.  
  • Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels. 
  • Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed. 
  • Escalates malfunctions to IOC Supervisor(s) when necessary, documents problems and resolutions. 
  • The IOC Desk Senior Operator is responsible for providing frontline support, via call, chat or email, to all American Water employees and contractors. 
  • Serve as an escalation for IOC Desk Monitor(s) Level I & II.
  • Maintains IOC Desk metrics.

Key Accountabilities

  • Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals.
  • Ensure that uniform enterprise-wide application design standards are maintained.
  • Lead the project and product management initiatives to achieve results.
  • Support leadership in managing customer expectations for project implementation and manage stakeholder communications.
  • Engage closely with internal customers to understand what business objectives are desired through technology enablement and work with the Product Management & Product Engineering teams to ensure these projects are successful.
  • Collaborating with stakeholders to ensure that key projects are aligned with business requirements, including budget and finance considerations.
  • Drive the effort to manage and direct projects that match short-term and long-term business goals with specific technology solutions to help meet those goals.
  • Understand the relationship between applications, application architectures and Business processes.
  • Capture project management artifacts in the appropriate Enterprise architecture repository using the appropriate Enterprise architecture tool.
  • Ensure Data Privacy and Data Governance are key considerations in every project engagement.
  • Provides 24x7 remote support in Operations Center.
  • Handle incoming calls, chats and emails from customers.
  • Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
  • Escalates deficiencies in technical processes and informs IOC Leadership.
  • Monitor IT systems (SAP, Network infrastructure).
  • Monitor security systems.
  • Handle customer threat assessments.
  • Take ownership of various IOC Desk processes.

Knowledge/Skills

  • In-depth knowledge of technology.
  • Excellent verbal, written and presentation skills.
  • A self-starter with ability to work on multiple projects simultaneously with a keen desire to learn and expand depth of knowledge.
  • Good Collaboration, prioritization and team working skills.
  • Ability to work in a fast-paced dynamic environment with virtual teams.
  • Ability to work independently and take initiative to find/develop solutions for business requirements.
  • Fast learner with attention to detail.
  • Should be receptive to constructive criticism when necessary.
  • Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
  • In-depth user knowledge of Microsoft Office products including Outlook.
  • Strong client relations/customer service skills required.
  • Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management or technical role.
  • Demonstrated ability to meet stringent deadlines.  
  • Ability to work on a team and contribute to the team's achievement of objectives and goals.

Experience/Education

  • Bachelor’s degree in Information Systems or similar technology field is preferred.
  • 5+ years’ experience working in project management or technology fields required.

Travel Requirements

  • As necessary, up to 20%.

Certifications & Licenses

  • Relevant industry and technical certifications and licenses pertaining to functions being performed.
  • Valid Driver’s License and ability to pass motor vehicle background check.

Work Environment

  • Standard office environment.

Competencies

Champions safety
Customer obsessed
Cultivates innovation
Nimble learning
Drives Results
Collaborates

 

 

Join American Water...We Keep Life Flowing

 

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.


Nearest Major Market: Philadelphia