Manager, Systems Engineering

QTS Data Centers•Suwanee, GA

About The Position

As a member of the QTS IT Infrastructure and Engineering Team, the Manager, Systems Infrastructure will be responsible for overseeing, coordinating, and managing QTS Tier III, IV Systems Engineering day-to-day operations. This role reports to the VP, Cloud Infrastructure & Systems Operation. RESPONSIBILITIES, other duties may be assigned. Daily activities may include managing ticket queues, prioritizing escalations, and aligning resources for information technology projects such as vCenter and Storage Area Network upgrades, IT as a service technology refreshes, modernization of back-office systems, and migration to new platforms. Manage the Tier III and IV Systems Operations staff responsible for monitoring and diagnosing systems and hardware problems. Management includes supervision, scheduling, development, evaluation, and disciplinary actions. Lead department operational planning projects. Organize and negotiate the allocation of resources. Responsible for system and network standards, upgrades, maintenance, and monitoring, network operations vendor, contract management, and proper reporting to leadership. Provides technical direction and instruction relative to complex problems. Introduction of new processes or products for current members. Coordinates project phases from inception, planning, requirements, development, test, and delivery. Manages multiple projects simultaneously and coordinating between various business users, functional leads, vendors, and project stakeholders. Demonstrate the highest level of customer/client service and response. Take ownership and solve service impacting events with the ability to investigate for underlying reasons of the incident, and how it could link to other incidents in the environment in a commercially viable manner. Partner with internal and external customers, vendors, engineers, operations, and all levels of management. Work within the Operations Department to help achieve OLAs as well as external teams to Operations. Work with leadership to establish department objectives, work plans, schedules, and ensures resources are available for completion of complex technical projects. Shall ensure that all tasks are developed into appropriate plans and completed with required analysis and reports.

Requirements

Bachelor’s degree in Computer Science or Engineering or equivalent professional experience
Five or more years of experience in network operations infrastructure planning and development.
Three or more years of experience in a team lead, people management or project management role.
Background in network data center and network carrier infrastructure lifecycle, including budget, planning, requirements management, and test procedures.

Nice To Haves

Two or more years of experience in a Data Center environment
Proven ability to manage multiple projects simultaneously while maintaining schedule and scope.
Excellent client-facing and internal communication skills.
Solid organizational skills including attention to detail and multi-tasking skills.
Self-starter and quick learner who understands and can adapt to existing software application and computing infrastructures.

Responsibilities

Overseeing, coordinating, and managing QTS Tier III, IV Systems Engineering day-to-day operations.
Managing ticket queues, prioritizing escalations, and aligning resources for information technology projects.
Managing the Tier III and IV Systems Operations staff responsible for monitoring and diagnosing systems and hardware problems.
Leading department operational planning projects.
Organizing and negotiating the allocation of resources.
Ensuring system and network standards, upgrades, maintenance, and monitoring.
Managing network operations vendors and contracts.
Providing proper reporting to leadership.
Providing technical direction and instruction relative to complex problems.
Introducing new processes or products for current members.
Coordinating project phases from inception, planning, requirements, development, test, and delivery.
Managing multiple projects simultaneously and coordinating between various business users, functional leads, vendors, and project stakeholders.
Demonstrating the highest level of customer/client service and response.
Taking ownership and solving service impacting events with the ability to investigate for underlying reasons of the incident, and how it could link to other incidents in the environment in a commercially viable manner.
Partnering with internal and external customers, vendors, engineers, operations, and all levels of management.
Working within the Operations Department to help achieve OLAs as well as external teams to Operations.
Working with leadership to establish department objectives, work plans, schedules, and ensuring resources are available for completion of complex technical projects.
Ensuring that all tasks are developed into appropriate plans and completed with required analysis and reports.