Manages subordinate staff in the definition, delivery, maintenance and support of database, information storage, and information preservation/protection services to the University community from the central data centers. Assembles and retains a team of skilled technical professionals to efficiently deliver highly reliable services with excellent customer service focus. Manages delivery of maintenance and support services to other units – especially Service Operations. Utilizes monitoring and management software systems to measure platform performance and set Service Level Expectations (SLE) with application owners and measure success in meeting those expectations.

Responsible for facilities on both the Evanston and Chicago campuses. Regular visits to all facilities are required.

This position is a member of the NUIT emergency response team and may be called at any time to address emergency situations on site on either campus.

Specific Responsibilities: As a direct service provider, directs technical staff as (1) 2nd and 3rd tier support to Service Operations unit and (2) as technical support to ERP system owners for design, upgrade and implementation specialists; Oversees the unit’s daily responsibility to monitor and maintain the database, information storage, and information preservation/protection services infrastructure and address any immediate or forecasted capacity, reliability, or availability problems; Supervises the unit’s staff, emphasizing a strong customer satisfaction culture and accountability for results, within responsible financial guidelines; Assists higher management to define, justify and deploy central database, information storage, and preservation/protection resources to meet current and projected future needs; Hires and retains the necessary skilled technical staff to meet obligations and develops staff skills to meet the changing needs of the responsibilities; Becomes and remains highly informed on industry best practices applicable to the responsibilities of this position; Carries out administrative obligations including budgeting, procurement, contract negotiation, personnel hiring, personnel evaluation, and personnel actions.

Minimum Qualifications: At least five prior years’ experience in information services within a business-critical services environment, where reliability, availability, and recovery are strong drivers; Prior technical responsibility for storage management and information protection/preservation on Network-Attached Storage (NAS) and Storage-Area-Network (SAN) architectures; Demonstrated ability to work with higher management to set negotiated goals and report on progress towards them; Demonstrated ability to work efficiently and effectively with application programmer teams, processing management teams, and network service teams to achieve joint goals; Track record of leading successful service introductions from procurement through installation and deployment; BA/BS in Computer Sciences or related field or equivalent relevant job experience.

Preferred Qualifications: Relevant experience as a manager coaching staff in customer service, technical support, and change management; Prior experience working within an ITIL-governed change management business environment; Prior technical responsibility for high-performance storage platforms.

All resumes for this position must be received through the electronic recruiting system. For consideration, please click on the link below. You will be directed to Northwestern University's electronic recruiting system, eRecruit, where you will search and apply for current openings. To apply for this position in eRecruit, enter the requisition number or the position title in the appropriate search field. Once you apply, you will receive am email confirming submission of your resume. For all resumes received, if there is interest in your candidacy, the human resources recruiter or the department hiring manager will contact you. Requisition number for this position is # 14869.

http://www.northwestern.edu/hr/careers

EOE