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Data Center Support Manager Peak 10
THIS JOB HAS EXPIRED
General Description:The Data Center Support Manager is a leadership role responsible for the ongoing management of a team of Data Center Support Technicians. Candidates will need to have experience in managing people both from a logistical and personnel standpoint. Experience with understanding the service delivery support paradigm is a must. DCSM?s must be technically competent as well as show a capacity to empathize with and elevate team members around them.
Key Responsibilities:
? Provide Management of local 24x7x365 Support Personnel
o Lead, mentor, and coach DCST?s to provide consistent and professional support environment
o Provide accurate and timely communication to all applicable parties on any customer support issues
o Monitor specific KPI?s to ensure proper execution of support
o Maintain all scheduling and coordination of Data Center Support Technicians
o Participate in Internal Incident Report review process to diagnose areas for improvement
o Perform periodic performance reviews on all DCST?s
o Work with Market Director of Service Delivery on escalated customer support issues
? Manage Resource Allocation for Engineering Tasks
o Assign workflow task items to DCST?s based on availability and experience
o Perform Quality Assurance checks on all work assigned to DCST?s
o Communicate deadlines and possible time constraints to applicable stakeholders and requesters
o Assist in training of new processes, procedures, and tools related to provisioning process
? Coordinate with Facility Operations Engineer on Facility Related Tasks
o Work with market and regional facility resources on delegating and performing facility related tasks
o Participate in training programs and provide post training refreshers for DCST?s
o Help ensure that facility is always ?audit ready?
o Assist FOE with vendor management
? Collaborate with Central Resources on Customer Support Issues
o Communicate with Central Support Supervisors and/or Managers on any customer or process issues
o Provide feedback on all company wide support processes
o Maintain relationship with central support to facilitate market to market consistency
? Promote the Company NPS Program
o Communicate and drive the expectation that all DCST?s are continually providing support worthy of being validated by NPS survey
Requirements:
? AA, BS, or previous experience in technical related field
? Prior experience with management of people
? Demonstrable time management skills
? Familiarity with core philosophy of ITIL Management
? Familiarity with various server, application, and network technologies including:
- Remote Desktop, SSH, Console Access
- Microsoft Server Technologies (IIS, SQL, Exchange, etc?)
- VMWare and/or other virtualization technologies
- Linux (or other -nix platforms)
- VLAN?s, ACL?s, IP subnets
- SNMP
? Excellent people and proactive communications skills
? Experience with ticket documentation system preferred
? Strong attention to detail, and a capacity to follow procedures
| Location: | South Florida United States |
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THIS JOB HAS EXPIRED
Peak 10
Investors: Frontier CapitalAll Jobs: at Peak 10
| Web Site: | www.peak-10.com |
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| Headquarters: | 8910 Lenox Pointe Drive Suite A Charlotte, NC 28273 United States |
| Industry: | IT Services |
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