Operations Manager

Thornton, CO, Charlotte, NC, Philadelphia, PA or Houston, TX

Up to $115K

Responsibilities:
-Manage enterprise level network engineers, system engineers and storage engineers
-Responsible for all technical operational delivery for a defined group of Enterprise customers with a primary focus on customer service.
-Responsible for team building, staff development, performance management, work schedule definition and budget management.
-Develop and install cost effective, operationally supportable solutions that meet Enterprise customer requirements and SLAs.
-Provide clear technical documentation and operating procedures to ensure other members of team can assist in monitoring, incident troubleshooting and change execution for Enterprise customer environments.
-Responsible for direct customer communications and building and maintaining a close working relationships with the customer.
-Assist in the development of reportable operational metrics to measure the performance of the team.
-Manage process and resources with focus on customer service and quality service delivery ensuring best leverage of all Company resources to maintain a lowest cost and effective delivery model.
-Establish and review operational metrics to measure the success and trend performance of the team.
-Participate and contribute to customer meetings and review sessions. Manage and foster timely and effective communication between Company and customer technical team members.
-Develop, maintain, and measure an effective on-boarding process for new team members to ensure customer, product, and operational process knowledge.
-Develop. maintain, and measure a training and career development plan for each team member
-Manage workload and staffing levels to ensure appropriate support coverage and work balance for the team.
-Participate in analysis and recommendations for new Enterprise customer opportunities and pricing.
Maintain knowledge of Company’s catalog of services.

Qualifications:
- The ideal candidate will have a broad technical background, operations management experience, and a strong customer service orientation.
-7 to 10 years industry experience in an operations management role.
-Must have excellent communication skills, the ability to provide professional customer interface at all levels and proven experience in relationship-building skills.
-Must have a track record of successful customer service delivery experience.
-Display a history of supporting mission critical operations for production environments with the highest levels of uptime.
-Must be have experience in operations process design and implementation.
-Must be motivated and flexible when meeting customer and team needs.
-Must have excellent team leadership characteristics and project management / delivery skills.
-Strong and broad technical background.
-College degree in Computer Science, MIS or equivalent experience.

Additional Preferred Qualifications:
-ITIL Certification
-Experience in delivery of managed services
-Application management experience (SAP or Oracle EBS, only if managing Application operations delivery customer delivery and staff)

Working Conditions:
Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.

Technology Jobs, Jobs, NOC Manager, Networking, Storage, Systems Engineering, Manager, Operations Manager, Project Manager

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