The Role: The Platform Lead, Recovery Services Operations works collaboratively with the Operations Managers and fellow Platform Leads to support and maintain recovery systems and services critical to our customer's business continuity, efficiently executing recovery procedures and rendering services for all the Disaster recovery activities. This position will identify infrastructure or platform bottlenecks, analyze complex issues, and focus on improving operational efficiencies to improve restore times that would result in shorter RTO for our customers. Additionally, this position is accountable for queue, resource, and escalation management and performing shift-turnover.
Responsibilities:
- Act as the single point of contact for complex incidents and technical escalations in the assigned recovery technology focus area(s).
- Lead the technical bridge for the respective platform and provide timely updates to management.
- Serve as the technical mentor of the team - identifying skill gaps, implementing training plans, and facilitating training sessions for internal teams.
- Work with Architects to identify systemic issues, gaps in existing procedures, and recommend appropriate solutions.
- Review technical recovery procedures for clarity and accuracy prior to recovery or test event.
- Identify mechanisms to Improve Operational efficiency.
- Research and propose innovative solutions to support customer recovery objectives.
- Proactively own incidents, resolve highly complex issues, and manage work queues to ensure all platform related tickets and activities have clear and concise updates in ticketing system.
- Follow the escalation procedure promptly.
- Proactively identify resource issues and escalate to an on-duty Manager.
- Facilitate shift turnover meetings.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- Additional duties as assigned.
Requirements:
- Bachelor's or University degree in Engineering, Computer Science, Information Technology, or related field of study or equivalent years of work experience required. Advanced degree preferred.
- 12+ years of technical recovery technology experience in a role involving direct customer contact.
- 5+ years of industry experience in recovery technology design or engineering roles in a large, complex service provider environment preferred.
- Technical certification(s) in at least one relevant Platform or Recovery Technology is required.
- Demonstrates highest level of proficiency in Windows, VMWare, Backup and Cloud platforms to help drive overall recovery technology strategies.
- Deep expertise and knowledge of TCP/IP, network technologies and Cloud platforms, and ability to effectively use diagnostic tools as required.
- Subject matter expertise in the majority of our relevant recovery technologies and applications.
- Aptitude for learning and ability to incorporate new skills and technologies.
- Must be able to independently engage customers, vendors, and peers.
- Proven ability to effectively lead, train, and mentor global team members.
- Operational experience with Storage Area Networks (SAN), and Fiber Channel technology, Network Attached Storage (NAS) or external disk storage arrays required.
- Automating Infrastructure techniques required.
- Previous experience with disaster recovery exercises required.
- Willingness to accommodate additional hours or varying shift types as necessary based on the company's 24 x 7 global operating model.
- Excellent interpersonal, written, and verbal communication skills.
- Must be legally eligible to work in an assigned country without visa sponsorship.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
