Technical Operations Manager
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Client Services |
Job Location: |
Kansas City, MO |
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The Technical Operations Manager is responsible for leading a team highly skilled enterprise level systems engineers for support of Layered Tech designated client base. The Technical Operations Manager will direct daily operations including configuration, maintenance, and support on behalf of our clients in a 24x7 environment. Technical Operations Manager will oversee the day to day support activities and will work closely with the Service/Problem Management/Automation’s Centers.
Job Responsibilities
- Deliver superior enterprise level client service through professional, comprehensive, and timely resolution of escalated Incidents and Request
- Lead designated support engineers through regularly scheduled performance reviews
- Execute programs that lead to improvements in support and request process/execution
- Provide successful execution in change and incident management
- Ensure successful management of daily support operations
- Maintain and improve Client Satisfaction ratings
Job Requirements
- Provide crisis management during client outages and impacting events. During such crisis, this leader will serve as the main liaison between senior management, the technical team and clients on a 24 x 7 basis
- Work closely with engineering staff to identify, resolve or escalate client issues according to procedural documentation and training
- Providing and obtaining timely updates to/from relevant parties (internal and external) in relation to change and incident escalations
- Partner with adjacent or peer engineering teams to ensure complex, multi product solutions are supported to highest possible standards
- Create Capacity Management reports utilizing data from monitoring agents, SAN, virtualization, and network reporting tools.
- Maintain and trend support utilization metrics
- Periodic travel to client locations as needed
- Other duties as assigned
Critical Skills
- Previous leadership experience in an enterprise, IT or service provider environment
- Theoretical and prior application of industry best practices for support and process development and adherence
- Ability to coordinate, orchestrate, and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
- Ability to effectively command control of crisis situations
- Excellent verbal, written and analytical skills
- Strong analytical, diagnostic, problem solving and communication skills
- Familiarity with SAS-70, ITIL and PCI guidelines and practices
- Hands on experience with one or more of the following
- Systems and OS technologies
- Systems OS such as Solaris, Redhat, or Microsoft (Windows 2003/2008 Server, RHEL 4 and 5, Solaris 9 and 10)
- Hardware and firmware exposure in virtual and physical systems environments (HP, Sun, VMware, Cisco UCS)
- Common web server support (IIS, Apache, etc)
- Security technologies
- Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL etc.)
- Intrusion detection support and analysis
- Network and Systems hardware platforms
- Cisco routers and Switches
- Server Load-balancer configurations and support (F5, Cisco ACE, Foundry Server Iron etc.)
- Previous experience with Business Management Strategies (TQM, Six Sigma, ITIL etc.)
- Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java.
- Technical certifications in areas of expertise (Cisco, Microsoft, Redhat, VMware)
- Previous experience with Project Management in a Service Desk environments
Education / Experience
- Bachelor’s Degree or equivalent education in related fields / or 5 years’ experience in related field
- 5+ years’ experience working in IT Service Provider industry at enterprise level
- ITIL Foundation Training / Certification (Certification required for management roles)
- Current/Active Certification or previous network and systems experience or associated fields
