Dell
Infrastructure Operations Manager
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
We are looking for a Infrastructure Operations Manager for an Enterprise level project in Washington, DC. The Infrastructure Operations Manager will manage all operations-related processes, ensures the operation of the network meets defined service levels, and serves as the service owner for all network operations (NetOps) IT services and solutions. Will manage Engineering and Operations personnel.
Additional Responsibilities:
* Ensures a positive customer experience by providing oversight for timely and high quality delivery of contractual IT support services.
* Is responsible for meeting or exceeding Service Level Agreements (SLAs) with the client and for identifying and implementing Continual Service Improvement (CSI).
* Develops solutions to service delivery challenges through in -depth analysis, coordination and negotiation with key decision makers.
* Pursues new approaches to service delivery.
* Provides a single point of accountability
* Assists the client in achieving objectives to optimize cost, foster innovation and support data-driven decision making.
* Works with the client to develop a support plan that includes focus on increasing availability/uptime, improving efficiency, reducing cost and helping clients solve their business problems.
* Provides regular forums/updates to the customer to review/assess Dell's performance across the transactional/technical support and innovation efforts.
* Provide the customer with a single point of accountability for Dell Services customer support and infrastructure ongoing operations and maintenance (O&M) and project activities.
* Coordinate the activities of technical solution team members to meet contract obligations.
* Ensure client specific policies and procedures are documented and allow for correct customer experience delivery.
* Make time sensitive, mission critical decisions that impact client operations.
* Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement.
* Coordinate and oversee problem solving efforts between client and field service personnel on high profile customer incidents and critical situations."
* Develop and present Quarterly and Annual Reviews to customer senior management on performance and initiatives.
* Create a Support Plan which includes documented Escalation and Communication procedures.
* Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
* Coordinate closely with other client and contract program leaders.
* Mentor and trains less experienced delivery management team members.
* Identifies opportunities for growth and innovation.
"DJAM"
Required Skills
-10+ years of experience
-5+ years experience managing IT Infrastructure Engineering and Operations to include Data Centers, Cloud provided IT solutions, WAN/LAN, and Server Support.
- 3 years of experience as an IT Operations Manager managing technical personnel.
- 2+ years of experience managing a Network Operations Center
- 5+ years of management experience performing in accordance with the ITSM.
-ITIL certified
-PMP certified
-Functional technical knowledge of IT services infrastructure and processes.
Ability to obtain Public Trust clearance
Desired Skills
Education
Bachelors or equivalent
ITIL v.3 Capability Certification
PMP Certification
Experience
Typically requires at least 10+ years relevant experience without Degree; 4+ years relevant experience with Undergraduate Degree; 3+ years relevant experience with Graduate Degree; 3 years managerial experience
Requirements
Hazards
No salary provided
Posted April 03, 2015 at 02:26AM from LinkedIn http://ift.tt/1DtArhq
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