Technical Manager, Operations Service Center

QTS Realty Trust   •  

Suwanee, GA

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 171 days ago

This job is no longer available.

RESPONSIBILITIES, other duties may be assigned

  • Ensure network and systems are operating sufficiently to deliver quality services. Reviews and resolves support tickets based on agreed service levels; reviews reports/tools to identify existing or potential risks to network systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all network systems. 
  • Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished.
  • Responsible for quality assurance of calls/incidents identifying trends, gaps in training or knowledge or improving overall customer experience. 
  • Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews supportprocesses and regulatory adherence. 
  • Administers staff performance management and career development activities
  • Provide support as required to Customers, IT Operations teams, and business stakeholders
  • Reports department/ functional area progress on initiatives to IT Senior Management.
  • Experience with change management, incident management and other ITIL processes is desired.
  • Manage required documentation and refine processes as needed to support the team and enterprise.
  • Performs compliance controls testing, remediation and certification as requested. 

BASIC QUALIFICATIONS

  • Bachelor’s degreepreferred in Computer Science, Engineering or related field or equivalent professional experience 
  • Five or more years of progressive experience, preferably including three or more years of management
  • Five or more years of experience with one or more of the following technologies: Cisco/Juniper routers and switches, F5 load balancers, VMware, Windows Server 200X and Linux Operating systems and patch management tools
  • Experience and familiarity with network monitoring and diagnostic tools

 

PREFERRED QUALIFICATIONS

  • Five or more years of experience working in data center, managed services or mission critical environment 
  • Five or more years of experienceworking with ServiceNow or other ticketing software 
  • ITIL V3 Certification 
  • One or more years of experience with change and/or incident management 

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
  • Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization
  • Ability to work and thrive in a matrix organization
  • Make informative decisions to implement and carry out goals
  • Ability to work flexible hours to include Holidays

Job ID 2018-2145