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Hours Full-time
Location Andover, MA
Andover, Massachusetts

About this job

Posting Job Title:IT Operations Technical Lead - Managed Services
Requisition #: 164259BR
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. For more information, please visit www.navisite.com.

Job Summary

Operations Technical Lead - Managed Services
Plays a critical role in leading the technical delivery of managed services for NaviSite ' s largest and most complex Managed and Cloud Services customers. Works across multiple technical organizations - both internal and external, and technologies to identify trends in the production environments, make proactive recommendations for optimization, take lead role in driving technical incidents and problems and develop a strong relationship with customers to demonstrate value of service. The Production Operations Technical Lead is a high impact, very visible role, responsible for developing and retaining customer confidence in our technical capabilities and is partnered with Customer Service Management in collaborating with the customer.

Job Responsibilities
Provide technical leadership on our biggest accounts including Networking, Server, Storage and Backup, Patching, AntiVirus, Database, Web Services, Applications and Cloud services.
Participate in customer meetings to explain technical findings, recommendations, and address technical concerns.Lead the discussion across multiple engineering teams internally to troubleshoot and address complex issues and problems and provide updates on plan and status to customers.
Articulate and define IT best practices for managing large, complex enterprise IT production operations.
Be able to effectively drive improvements internally around processes and tools and work with customers on understanding their environments and driving positive change and improvements within the NaviSite service offering.
Fully knowledgeable on current NaviSite processes and capabilities and working within boundaries when developing solutions for customers.
Be the technical liaison within NaviSite Service Delivery and drive priorities for managing the customer environment and ensure technical issues are being addressed effectively and communicated to the customer.
Escalate within groups as required, coach and mentor team as required and facilitate delivering a high value experience for the customer.
Work closely with Senior Service Delivery leadership and third party vendors and service providers to update technical status of customer environments.

Job Requirements:

Experienced, focused, performance-driven and professional to serve as a technical lead for NaviSite ' s largest and most complex customer environments.
5 or more years ' experience in a senior operations role within a large Enterprise responsible for complex technical environment.
ITIL familiarity and experience managing multiple environments simultaneously is desired.
Strong Unix, Windows, VMware, Networking expertise
Familiarity with Hosting, Managed Services, and Cloud Services
10-15 years technical experience in an IT operations role
Experienced with keeping both internal and external clients happy by providing outstanding service with the ability speak with the most technical and non-technical person in the room.
A team player who will help mentor teammates who are looking to get to the next level.
Willing to identify and drive strategically technology decisions to accelerate customer expansion and reduce service delivery timelines.
Ability to work independently in managing day-to-day activities within the team and customer and collaborate closely with Customer Service Management lead.
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

TWCIT0139