Note: The job is a remote job and is open to candidates in USA. DataBank is hiring a Manager, Support Operations to lead its Managed Services support team and oversee first-point support for server and network infrastructure. The role focuses on customer service, SLA performance, incident escalation and response, team development, and continuous improvement of processes.
Responsibilities
- Management of the Support Operations Technical Engineers
- Develop strategy for providing a focused support service
- Ensure team maintains customer and departmental OLA and SLAs
- Ensure prompt support is provided for all incidents that are raised by customers via the Data-Bank portal or by phone
- Creation and evaluation of weekly and monthly reports focused on response times, Customer Satisfaction Surveys, Net Promoter Scores and Call volume
- Ensure proper escalation between the various support tiers and within other DataBank teams
- Responsible for activities to include operating system patching, and the management of scheduled tasks
- Responsible for the decommissioning of systems
- Provide evaluation of workflow and processes with a focus on providing continual improvements
- Provide escalation services for customer escalations
- Ensure Customer satisfaction by encouraging team to provide fast initial response times
- Provide oversight and approval for the team’s hourly employees
- Act as Incident commander for all critical events to ensure open and frequent communication is maintained
- Responsible for onboarding and offboarding personnel
- Provide career development plans for team members
- Ensure team is focused on mission and organization goals
Skills
- Excellent communication and collaborations skills
- Minimum 3 years management experience
- 10+ years' experience required in the Information Technology field
- 2+ years' experience supporting Web Services such as Apache, IIS or NGINIX
- Minimum 5 years' experience administering Windows and/or Linux operating systems in an enter-prise environment
- Minimum 5 years' experience in network administration to include WAN, LAN, DNS and DHCP
- Strong working knowledge of TCP/IP, DNS and DHCP
- Working knowledge of Database technologies, specifically MS SQL and MySQL
- Working knowledge of Backup/Business Continuity Software administration, such as: Veeam, Commvault, Zerto or Actifio
- Working knowledge of VMware vCenter and Cloud Director is required
- Experience with load-balancing and traffic management technologies is required
- Hands on experience with network monitoring tools is required
- Superior customer service skills for interacting with customers and DataBank staff
- Strong written and verbal skills and comfortable preparing documentation of team procedures and guidelines
- Analytical and detail oriented, able to prioritize, execute and meet deadlines
- Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
- A self-starter who can excel in a team environment of a growing and dynamic enterprise
- A nonpolitical team player who can build immediate credibility with all teams
- Experience with Sci-enceLogic
- Experience with ColdFusion
- Network+, CCNA, A+ or Security+
- Microsoft Certifications
- Linux Certifications
- VMware
Benefits
- Health, Vision and Dental Insurance Packages
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- 401k with company match
- Paid Time Off and Paid Holidays
Company Overview