Manager, Technical Operations

US-NE-Omaha
1 month ago
ID
2017-1534
# of Openings
1
Category
Architecture

Overview

Manage the operations and functions of the Technical Operations team, whose mission is to maintain and support the Information Technology systems that comprise NTT Security’s Managed Security Service Platform.  This position ensures work quality and adherence to established policies and procedures; administers and participates in project activities; supervises, assigns, reviews and participates in the work of subordinate staff responsible for infrastructure projects and activities. This position will ensure the timely and appropriate handling of all service requests, track all Platform-related problems to resolution, report system status, ensure that the team is equipped and able to achieve its mission, and may also be responsible for overseeing the work of contract staff.

Responsibilities

Support and develop team

  • Identify growth opportunities for team members within the department or company
  • Lead recruiting, selection, orienting, and training process for new team members
  • Clearly communicate job expectations and plan, monitor, and appraise job results
  • Provide frequent, regular performance feedback to employees to support their success
  • Establish team policies, procedures, and standards
  • Forecast requirements, prepare a budget, schedule expenditures, and analyze variances
  • Enforce quality and customer service standards, identify trends, and recommend improvements
  • Provide escalation point for both internal customers and employees
  • Maintain professional and technical knowledge

 

Manage daily operations

  • Prioritize, coordinate, and ensure effective and appropriate handling of Requests, Incidents, and Problems
  • Ensure that company Change Control process and authorization requirements are followed
  • Support Disaster Recovery objectives and exercises, and ensure regular testing
  • Work closely with Project Management to ensure timely implementation of projects
  • Ensure all production systems are appropriately monitored, patched, and backed up
  • Ensure that scheduled preventive and corrective maintenance are performed and documented
  • Maintain appropriate 3rd-party vendor hardware and software support contracts
  • Ensure all production systems are compliant with company-defined standards
  • Work closely with internal and external auditors to demonstrate and ensure that policies and procedures are effective and being followed
  • Collaborate with internal Security to ensure vulnerabilities are addressed promptly
  • Coordinate activities with other internal teams to establish expectations and achieve common goals and strategic objectives
  • Manage communication with affected customers and IT staff throughout major incidents

 

Qualifications

  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
  • Previous IT management experience, preferably in a service provider environment.
  • Familiarity with ITIL framework and concepts
  • Strong technical background in two or more of: Data Center, Network, Virtualization, Storage, or Linux administration
  • Experience managing 24x7x365 environments
  • Outstanding written and oral communications skills.
  • Demonstrated ability to communicate technical information clearly and effectively to a non-technical audience (and vice versa)
  • Presentation and public speaking skills.
  • Ability to write routine reports, correspondence, and operating procedures.
  • Ability to communicate effectively with customers, technical staff, management, senior leadership, and vendors.
  • Ability to solve practical problems and deal with a variety of variables in situations where multiple priorities and objectives exist.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

REWARDS:

 

Employees enjoy working in a business casual environment with a comprehensive benefits package including Medical, Dental, Vision, Life and Disability insurance. Flexible spending and 401k plans and a generous paid time off program.

 

Pre-employment backgrounds and drug test are required.

 

Equal Opportunity Employer Veterans/Disabled and other protected categories.

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