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Sr. Manager, IT Operations Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Andover, MA Andover, Massachusetts |
About this job
Posting Job Title:Sr. Manager, IT Operations
Requisition #: 160757BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
NaviSite, A Time Warner Cable Company, is the premier provider of complex hosting, application management, and managed Cloud services for the enterprise market. It provides customized and scalable solutions, leveraging its industry leading hosting infrastructure; full suite of managed services; and custom and packaged application life cycle management expertise. More than 1,500 customers depend on NaviSite for customized solutions delivered through its global footprint, comprised of state-of-the-art data centers supported by approximately 650 professionals. For more information, please visit www.navisite.com .
Essential Job Functions:
The Senior Manager plays a critical role directing the daily operations and activities of NaviSite ' s Customer Operations organization supporting Managed Hosting Services to over 1,000 customers globally. The senior manager will be the key technical lead in driving best operational practices across the team, support troubleshooting efforts across teams, develop strong customer relationships with our biggest customers and coach and mentor the current Customer Operations team.
The senior manager is responsible for a global staff of up to 60 customer support engineers providing Managed Services across multiple functions including Windows, Unix / Linux, storage, backups, anti-virus, patching and Cloud support. The Senior Manager will be the primary senior technical escalation point for our Customers and is expected to build strong working relationships with his peers in all internal NaviSite teams.
Job Requirements:
Provides direction, leadership, & professional development to a team of highly skilled operations professionals
Provides technical direction, goals and direction of the team
Responsible for driving trouble tickets and change requests to closure across the teams in support of our customers
Works closely with the Engineering team to onboard new customers, Customer Service to support existing customers, NaviSite Operations Center (NOC) with ticket escalations, and Networking team for ongoing support.
Extensive troubleshooting expertise and management of complex production operations environments with expertise across operating systems, storage, backups, patching, security, cloud technology and networking.
Serves as a point of escalation for external customers as well as internal team members
Manage resource commitments across multiple customers and initiatives.
Able to multi-task in a dynamic and fast-paced global environment
Be a strong advocate in driving positive improvements in our core ITIL processes for change, incident and problem management with additional input in support of improving monitoring capabilities and proactive support with customers.
Monitor daily performance of all roles to ensure proper results are being delivered and establish and manage key performance metrics for the team.
Manage team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction
Have the ability to lead large global team while also developing strong partnerships with peers in other groups as well as with the customer.
Preferred Qualifications:
Bachelor of Science in Information Technology (IT) (or related field) and a minimum of 15 years of experience in supporting customers and managing production operations - with at least 3-5 years in a team leadership role
Proven technical management experience in developing, delivering and supporting operational service.
5 - 10 years of experience in a professional services /consulting / outsourcing organization
Experience with variety of technologies across operating systems, storage, backups, Cloud, virtualization, and patching applications.
Strong expertise in customer / vendor relationship management
Comfortable leading and influencing remote disparate groups
Excellent verbal and written communication skills
Excellent organization and teamwork skills
Proficiency with troubleshooting software and hardware issues
Knowledge of ticketing systems used for incident and change management
Familiarity with Business Continuity, and Disaster Recovery
ITIL Foundation certified
Education and Experience:
Bachelor ' s degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.
Supervisory/Managerial Responsibilities:
Manager: Delegates authority to carry out work of a unit to subordinate supervisors or managers
Travel Requirements:
Travel 10%
CB:9/26/2014, TWC:LAD
FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 160757BR
Posting Location: Andover, MA, US
Area of Interest:Information Technology Services
Position Type: Full Time
Posting Job Description
NaviSite, A Time Warner Cable Company, is the premier provider of complex hosting, application management, and managed Cloud services for the enterprise market. It provides customized and scalable solutions, leveraging its industry leading hosting infrastructure; full suite of managed services; and custom and packaged application life cycle management expertise. More than 1,500 customers depend on NaviSite for customized solutions delivered through its global footprint, comprised of state-of-the-art data centers supported by approximately 650 professionals. For more information, please visit www.navisite.com .
Essential Job Functions:
The Senior Manager plays a critical role directing the daily operations and activities of NaviSite ' s Customer Operations organization supporting Managed Hosting Services to over 1,000 customers globally. The senior manager will be the key technical lead in driving best operational practices across the team, support troubleshooting efforts across teams, develop strong customer relationships with our biggest customers and coach and mentor the current Customer Operations team.
The senior manager is responsible for a global staff of up to 60 customer support engineers providing Managed Services across multiple functions including Windows, Unix / Linux, storage, backups, anti-virus, patching and Cloud support. The Senior Manager will be the primary senior technical escalation point for our Customers and is expected to build strong working relationships with his peers in all internal NaviSite teams.
Job Requirements:
Provides direction, leadership, & professional development to a team of highly skilled operations professionals
Provides technical direction, goals and direction of the team
Responsible for driving trouble tickets and change requests to closure across the teams in support of our customers
Works closely with the Engineering team to onboard new customers, Customer Service to support existing customers, NaviSite Operations Center (NOC) with ticket escalations, and Networking team for ongoing support.
Extensive troubleshooting expertise and management of complex production operations environments with expertise across operating systems, storage, backups, patching, security, cloud technology and networking.
Serves as a point of escalation for external customers as well as internal team members
Manage resource commitments across multiple customers and initiatives.
Able to multi-task in a dynamic and fast-paced global environment
Be a strong advocate in driving positive improvements in our core ITIL processes for change, incident and problem management with additional input in support of improving monitoring capabilities and proactive support with customers.
Monitor daily performance of all roles to ensure proper results are being delivered and establish and manage key performance metrics for the team.
Manage team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction
Have the ability to lead large global team while also developing strong partnerships with peers in other groups as well as with the customer.
Preferred Qualifications:
Bachelor of Science in Information Technology (IT) (or related field) and a minimum of 15 years of experience in supporting customers and managing production operations - with at least 3-5 years in a team leadership role
Proven technical management experience in developing, delivering and supporting operational service.
5 - 10 years of experience in a professional services /consulting / outsourcing organization
Experience with variety of technologies across operating systems, storage, backups, Cloud, virtualization, and patching applications.
Strong expertise in customer / vendor relationship management
Comfortable leading and influencing remote disparate groups
Excellent verbal and written communication skills
Excellent organization and teamwork skills
Proficiency with troubleshooting software and hardware issues
Knowledge of ticketing systems used for incident and change management
Familiarity with Business Continuity, and Disaster Recovery
ITIL Foundation certified
Education and Experience:
Bachelor ' s degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience.
Supervisory/Managerial Responsibilities:
Manager: Delegates authority to carry out work of a unit to subordinate supervisors or managers
Travel Requirements:
Travel 10%
CB:9/26/2014, TWC:LAD
FCC Unit_TWC: NAVIS
Controlling Establishment ID: 00800 - Andover 400 Minuteman Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCTOP720