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Job Information
Job title

Networks Operation Center Manager

Company Excell Data
Wage between $0.00 - $0.00 Hourly
Location United States, Arizona, Chandler
Employment type 6-9 Month Contract
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 11/3/2009
Description
This contract position is responsible for managing and maintaining high availability and uptime for a popular online service company's systems and services. The right candidate will manage the Operations Support Analysts team and manage end-to-end support for the combined production and development environments on a 24x7 basis. This leader manages teams performing around-the-clock monitoring, supporting a variety of devices (server/network), applications, and databases. The role requires guiding a highly technical staff supporting Windows, LINUX, and UNIX production servers and network devices. S/He will focus on building a high-performing team driven to consistency , operations excellence and superior customer service. The Network Operations Center Manager must possess significant work experience in a production, mission-critical, revenue-dependent, 24x7 infrastructure environment.

Responsibilities will include:
  • Ensuring that all server and network related support issues are resolved within the SLA and to the satisfaction of the customer
  • Defining execution plan and scheduling commitments for the group
  • Output of the group and driving the vision and priorities of the group
  • Gaining deep understanding of this company's business strategy
  • Recommending changes to policies that affect immediate organization and may have an impact on the overall success of function(s), division or business operations
  • Partnering with internal and external teams to determine root causes of significant incidents and driving any identified problems to resolution
  • Performance management, development and coaching of the technical staff
  • Partnering closely with other IT, Development and Business stakeholders to support the corporate infrastructure
  • Initiating and driving process changes designed to improve efficiency and customer satisfaction
  • Developing standardization and consistency in process and workflow management
  • Partnering with various IT organizations to implement and improve monitoring, leading to improved support of products and services
  • Partnering with multiple teams across the organization to identify and track key metrics
  • Ensuring that the technical staff drives resolution of escalated customer issues
  • Ensuring proper communication and escalation of maintenance and production issues
  • Summarizing key elements of technical problems and work with the appropriate technical groups to develop post mortem summaries
  • Building and developing proactive and cooperative relationships with internal and external staff
  • Demonstrating flexibility and capability in a changing environment and assimilating new technology
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Experience/Skills
  • Minimum of 5 years experience managing a 24x7 highly technical staff supporting an enterprise environment
  • Proven history of performance excellence in the following areas: customer focus, team building, collaboration, optimization with strategic, long-term thinking, and communication
  • Ability to influence and gain the acceptance/cooperation of others, and forge a network of long-term, beneficial relationships
  • Understands the "why" behind the customer needs and can clearly articulate it to others
  • Highly organized with the ability to strategically think long term about operational needs and opportunities, while always taking a customer and partner-centric approach
  • Ability to inspire and work collaboratively with individuals of highly diverse cultures in a global and virtual environment and effectively communicate technical issues in a non-technical manner
  • Organizational agility - the ability to work in a productive and cooperative way with a variety of people ranging from Senior VPs to individual contributors and support staff
  • Excellent troubleshooting and problem-solving skills
  • Proven ability to troubleshoot large, complex systems with an eCommerce emphasis
  • Possesses strong analytical, organizational, and decision-making skills
  • Excellent verbal and written communication skills
  • Willingness to work flexible schedule in support of a 24x7 team
  • Bachelor's Degree in Computer Science, Engineering, or equivalent demonstrated IT work experience with an emphasis towards production support of high-capacity, mission-critical eCommerce systems
 
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