Engineering Operations Manager, Service Design Lead
2 months ago
Candidates are expected to have a strong work ethic and possess the ability to work as a critical member of a team in pursuit of mission objectives and in support of our customers. We value candidates who are detail-oriented while also being able to think and react quickly to emerging and unique problem sets. To be successful in this role, you'll be able to rapidly adapt and learn how to operate the front and back end of new products and processes.
Responsibilities:
- Oversee the daily operations of the IT Operations department to ensure the functionality, availability, and security of IT systems, data, backups, and communications; and provide reporting of troubleshooting activities for critical service disruptions/VIP impacts.
- Manage Tier 3 operations Systems, Network, and Unified Communications teams business day support with availability for on-demand recall for critical and high-impact incidents
- Demonstrate ability to provide advanced/senior level support and guidance on the configuration, integration, and maintenance of (at a minimum) data center operations using Cisco ASR, Nexus, and UCS hardware with ACI implementation, HP Storage, Nutanix HCI, Citrix VDI, VMWare, SPLUNK and HAIPE encryption to deliver voice, video and data services within Windows and Linux enterprise environments.
- Lead operational capabilities, managing communication, troubleshooting, root-cause analysis, and operational status with project managers, IT engineering teams, Tier 2/3 and NOC teams to ensure successful ticket resolution and exceptional customer experience.
- Lead, mentor, and inspire a team of engineering IT operation professionals. Manage department team members, including performance and training assessments.
- Assist in the development of IT staffing plan and professional growth.
- Foster a collaborative and high-performance culture within the IT engineering operations team.
- Evaluate and optimize IT engineering processes to enhance efficiency, quality, and delivery speed.
- Implement ITIL best practices and standards for ITSM delivery.
- Allocate resources effectively to meet service requirements and organizational objectives.
- Collaborate with HR to identify skill gaps and implement training programs as needed.
- Work closely with other IT departments, to include testing and integration, fielding and deployment, and security, to align engineering operations with overall IT strategy.
- Define and track key performance indicators (KPIs) for IT engineering operations.
- Provide regular reports and insights to senior management on project and team performance.
- Identify areas for improvement and innovation in IT engineering operations.
- Stay abreast of industry trends, emerging technologies, and best practices
#divergent
Clearance Required:
- Must have active TS/SCI
Minimum Education:
- Minimum CCNP with Enterprise or Data Center concentration
- Ability to meet or exceed DoDD 8140 (8570) IAT Level III requirements to include CE certification.
- Expert knowledge of MS Office tools such as Word, Excel, Project, PowerPoint, and Visio
- Strong oral and written communication skills as well as the ability to interface and communicate efficiently and effectively with customers and other team members
Minimum Years of Experience:
- At least 15 years of relevant experience supporting Enterprise IT infrastructure and Data Center Operations with 5+ years of experience leading an operations team and/or managing enterprise O&M support teams
Preferred:
Minimum of two of the following certifications:
- Certified Technical Architect
- Red Hat Architect
- Cisco Certified Architect
- ITIL Managing Professional or Master Certification
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