Manager, Cloud and DCIM Support

Quality Technology Services•Suwanee, GA

About The Position

The Cloud and DCIM Operations Manager is responsible for managing the internal Systems infrastructure in QTS’s Operations Service Center (OSC). This position requires skills, motivation, and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic IT service provider environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a fast paced virtualized environment. Must have proven background with moderate to high complexity systems using a variety of technologies across a national WAN. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and teamwork efforts.

Requirements

Bachelor’s degree preferred in Computer Science, Engineering or related field or equivalent professional experience.
Seven or more years of progressive IT experience, including two or more years of people management.
Five or more years of experience with network/systems technologies such as Cisco/Juniper routers and switches, F5 load balancers, VMware, SQL queries, Windows Server 20XX and Linux operating systems, and patch management tools.
Experience and familiarity with network monitoring and diagnostic tools.
US Citizenship for this position is required by law due to federal customer contracts.

Nice To Haves

Five or more years of experience working in data center, NOC, or managed services environment
Two or more years of experience working with ServiceNow or other ticketing software
One or more years of experience with change and/or incident management
ITIL V3 certification
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
Ability to make informative decisions to implement and carry out goals

Responsibilities

Ensure related 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 systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all SDP, DCIM, and systems infrastructure.
Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished.
Proactively directs the day-to-day operations of the DCIM infrastructure to ensure up time and security requirements are met. This includes patch management, configuration standardization, monitoring of issues, and initial incident response.
Responsible for quality assurance of incidents identifying trends, gaps in training or knowledge or improving overall customer experience.
Make use of SRE tools to automate tasks and identify tasks that can be automated to ensure consistent and accurate deployment of software according to approved versions
Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews support processes 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.
Adheres to change management, incident management and other ITIL processes.
Manage required documentation and refine processes as needed to support the team and enterprise.
Performs compliance controls testing, remediation and certification as requested.
Ability to work flexible hours to include Holidays