Technical Services Manager fusionstorm
THIS JOB HAS EXPIRED Overview:
FusionStorm is an award-winning, information technology delivery (ITD) companyTM. We combine best-of-breed products from leading vendors with a full suite of Professional and Managed Services to help our customers save money and grow their businesses. FusionStorm provides advanced technology and data center infrastructure expertise; world-class IT consulting, and managed and support services. We ensure our customer?s IT investments create value and realize high returns.
FusionStorm hires extraordinary people who strive to make a difference. Our success is in large part due to our outstanding talented and dedicated employees. If you thrive on transformation, empowerment to make a difference, and identification of solutions in an innovative environment, we want you to join our team.
FusionStorm is headquartered in the San Francisco Bay Area with offices in San Jose, Sacramento, Irvine, San Diego, Bakersfield, Las Vegas, Dallas Texas, Columbus Ohio, Franklin Massachusetts, New York City, Red Bank New Jersey, and Tampa Florida. For more information about FusionStorm, please visit www.fusionstorm.com.
The Technical Services Manager (TSM) plays a key role supporting ServiceNow?s global deployments by managing the installation, configuration, and overseeing the testing plan for each field installation. The Service Manager supervises a team of onsite Engineers who handle products, update associated information systems, and ensure that products are assembled, configured, tested, and documented in accordance with customer requirements.
Manages day-to-day client interaction, and sets/manages client expectations.
Participate in high-level project discussions with Customers and FusionStorm employees.
Provide critical review to other Engineer's designs as needed.
Oversee and maintaining the process to manage all customer standard configuration files and site documentation
Oversee the following onsite activities:
Installation: install specific equipment in customer designated location and connecting network and server equipment based on client design.
Configuring: configure the equipment as specified in the engineering design, updating the project documentation set with accurate as-built configuration information.
Testing: conduct test plans, as needed, capturing and documenting test results.
Documenting: collect and format the required ?as-built? documentation for the assembly, capturing relevant serial numbers, version numbers, configuration settings, test results, etc.
Effectively applies project methodology and enforces standards.
Maintains accurate schedules of projects and communicates timeline concerns and issues as they arise to the appropriate teams (FusionStorm Engineering Management and Customer Contacts) to assist in revising the schedule.
Communicates and coordinates with Vendors and outside Solution Providers to set timelines minimizing exposure and project risks.
Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
Ensures project and documents are complete, signed, current, and properly stored.
Prepares for engagement reviews and quality assurance procedures.
Understand and abide by all security and operational polices
Other duties as assigned.
Coordinate with customer for onsite data center activities across regional data centers
Coordinate across customer teams in performance of duties
Coordinate with other regional technical service managers in performance of duties
Manage scheduled technical activities onsite on weekly, monthly and quarterly basis
Manage tickets related to onsite activities
Manage to closure
Oversee and provide support to all escalated issues
Manage data center access requests related to onsite activities
Manage time tracking related to onsite activities
Manage activities of onsite technicians from preparation, through onsite to offsite and follow-through to documentation complete
Lead regular gap analysis on technician skillset for onsite activities and suggest fixes
Lead regular gap analysis of data center documentation and suggest fixes
Lead regular gap analysis of procedural documentation and lead effort to fix
Adhere to customer norms with regard to incident and change management
Produce weekly, monthly and quarterly activity and commitment reports
Develop, implement, and enhance the policies, procedures, standards, and guidelines that govern the operations of the department.
Work with other departments to understand their needs and develop ways to improve business processes to enhance overall operating efficiencies.
Oversee staff training.
Extensive experience working in and managing technicians in performance of work within high-availability data center environments.
Knowledge and field experience with network and systems engineering and configuration. Relevant vendor certifications (Cisco, etc.) would be an important affirmation of this.
Experience compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Experience detecting and solving problems by analyzing information, identifying the underlying principles, facts, reasons, and causal relationships, and developing and implementing a strategy to solve the problem.
Experience developing specific goals and plans to prioritize, organize, and accomplish work.
International experience would be an asset.
Excellent customer service, verbal and written communication skills.
Understands how to communicate difficult/sensitive information tactfully.
Ability to document processes and procedures.
Excellent organizational skills and a focus on teamwork.
Professional self-starter, able to work collaboratively with others.
Possess a sense of urgency, strong organizational and follow-up skills.
Prefer a solid working knowledge of MS-Office and the Internet.
||San Jose, CA |
THIS JOB HAS EXPIRED