Networks Operation Center Manager

Job Description:
This contract position is responsible for managing and maintaining high availability and uptime for a popular online service company's systems and services. The right candidate will manage the Operations Support Analysts team and manage end-to-end support for the combined production and development environments on a 24x7 basis. This leader manages teams performing around-the-clock monitoring, supporting a variety of devices (server/network), applications, and databases. The role requires guiding a highly technical staff supporting Windows, LINUX, and UNIX production servers and network devices. S/He will focus on building a high-performing team driven to consistency, operations excellence and superior customer service. The Network Operations Center Manager must possess significant work experience in a production, mission-critical, revenue-dependent, 24x7 infrastructure environment.

Responsibilities will include:

• Ensuring that all server and network related support issues are resolved within the SLA and to the satisfaction of the customer
  
• Defining execution plan and scheduling commitments for the group
  
• Output of the group and driving the vision and priorities of the group
  
• Gaining deep understanding of this company's business strategy
  
• Recommending changes to policies that affect immediate organization and may have an impact on the overall success of function(s), division or business operations
  
• Partnering with internal and external teams to determine root causes of significant incidents and driving any identified problems to resolution
  
• Performance management, development and coaching of the technical staff
  
• Partnering closely with other IT, Development and Business stakeholders to support the corporate infrastructure
  
• Initiating and driving process changes designed to improve efficiency and customer satisfaction
  
• Developing standardization and consistency in process and workflow management
  
• Partnering with various IT organizations to implement and improve monitoring, leading to improved support of products and services
  
• Partnering with multiple teams across the organization to identify and track key metrics
  
• Ensuring that the technical staff drives resolution of escalated customer issues
  
• Ensuring proper communication and escalation of maintenance and production issues
  
• Summarizing key elements of technical problems and work with the appropriate technical groups to develop post mortem summaries
  
• Building and developing proactive and cooperative relationships with internal and external staff
  
• Demonstrating flexibility and capability in a changing environment and assimilating new technology

• Minimum of 5 years experience managing a 24x7 highly technical staff supporting an enterprise environment
  
• Proven history of performance excellence in the following areas: customer focus, team building, collaboration, optimization with strategic, long-term thinking, and communication
  
• Ability to influence and gain the acceptance/cooperation of others, and forge a network of long-term, beneficial relationships
  
• Understands the "why" behind the customer needs and can clearly articulate it to others
  
• Highly organized with the ability to strategically think long term about operational needs and opportunities, while always taking a customer and partner-centric approach
  
• Ability to inspire and work collaboratively with individuals of highly diverse cultures in a global and virtual environment and effectively communicate technical issues in a non-technical manner
  
• Organizational agility - the ability to work in a productive and cooperative way with a variety of people ranging from Senior VPs to individual contributors and support staff
  
• Excellent troubleshooting and problem-solving skills
  
• Proven ability to troubleshoot large, complex systems with an eCommerce emphasis
  
• Possesses strong analytical, organizational, and decision-making skills
  
• Excellent verbal and written communication skills
  
• Willingness to work flexible schedule in support of a 24x7 team
  
• Bachelor's Degree in Computer Science, Engineering, or equivalent demonstrated IT work experience with an emphasis towards production support of high-capacity, mission-critical eCommerce systems

For more information about career opportunities with CompuCom Excell Data visit www.excell.com. Equal Opportunity Employer