Manager 1 - Engineering Operations

The NGAN Manager of Operations is part of the Operations, Product, Strategy and Execution management team that is responsible for managing projects, tracking service metrics, improving ITIL processes and fixing reliability issues. This position will lead a growing team ensuring that all Incidents mitigated and Changes are implemented. Will work closely with Development, Deployment, Incident, Problem, Quality, Program, Product and Management teams. This role will be responsible for a group that support the Next Generation Access Network products with the following responsibilities: Platform Stand up Change implementation Problem Management Incident Mitigation Work is performed in a 24/7 operations environment. Must be available to work weekends and holidays on an on call bassis.

Job Description

Core responsibilities:

• work closely with Development, Deployment, Incident, Problem, Quality, Program, Product and Management teams.
• Implement market leading process and operational strategies.
• Foster a culture of continuous improvement and employee engagement.

Job Specifications:(Essential knowledge, skills and abilities)

Education/Certifications Requirements

• Bachelor’s degree in Computer Science or equivalent work experience is preferred.
• Strong understanding of ITIL practices.

Work related experience

• Cloud infrastructure experience a plus.
• Proven experience and skill with network troubleshooting and configuration.
• Proven experience and skill with server hardware and software troubleshooting.
• Experience with a 24x7 environment.
• Experience defining, implementing, and monitoring IT service level processes.
• Experience working in a large and complex operations environments.
• Experience managing services in 5+ data center is a plus.
• Exposure and familiarity with new product integration.

Essential Job Function

• Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly with all levels of employees, external vendors and management teams
• This candidate must be able to adapt and switch between management and Product subject matter expert responsibilities.
• Excellent organizational, problem solving and project management skills.
• Ability to achieve specific results with little direction.
• Ability to work under pressure being adaptable and responsive to organizational requirements.
• Maintain high degree of self-motivation and independent decision making.
• Ability to work and derive creative and practical solutions to complex problems in independent work environment.

Relevant Work Experience

5-7 Years