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Director, Platform Services

Company: TierPoint, LLC
Location: Saint Louis
Posted on: October 17, 2020

Job Description:

The Director of Platform Services is responsible for leading a team of distributed highly skilled Managers / Engineers in the support of TierPoint critical datacenter services as well backend IT systems. The Director of Platform Services is responsible for providing leadership, coordination and operational management of TierPoint Platform Services, improving service availability, maintaining quality and delivering key services to the business and clients at expected service levels. This role will have direct service ownership for multiple customer management systems including monitoring, capacity and event management ecosystems, ticketing and requests systems, central v-scan & patch management, access control platforms as well as core datacenter services such as NTP, DNS, SMTP, IPAM, AD/LDAP, etc. In addition to service ownership, the Director of Platform Services will also own the lifecycle management and support for Internal IT infrastructure.

  • Establish, maintain, and execute plans for the advancement and complete lifecycle management of services and systems within area of responsibility.
  • Develop standards to optimize and mature work intake & prioritization process -aiming for optimal transparency and minimal guess work.
  • Act as the face and product owner for the platform services organization. Owning roadmaps and communication but also navigating conflict and creating a positive customer experience & relationship
  • Develop regular cadence and partnership with stakeholder groups including operations, delivery, product, and security teams
  • Evaluate system performance, provide capacity planning, develop & audit for standards, remediate operational and security risks, perform refreshes/upgrades and provide support escalation leadership for each of the platform service areas.
  • Create employee performance goals/ objectives, manage and measure performance, provide on-going coaching and feedback, create career development plans with technology professionals / consultants
  • Evaluate opportunities to cross train to create adequate overlap to optimize workload sharing across the team
  • Establish key performance indicators and service level agreements for continually measuring and improving team performance.
  • Performs salary administration and conducts interviews and makes recommendations for new hires and/or consultants
  • Participate in the creation and implementation of policies and procedures to ensure consistency with company goals, industry best practices, and regulatory requirements.
  • Manage, mentor and support employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines.
  • Active role in support problem management and root cause analysis activities for major events.
  • Provide oversight and approval for change control activities related to area of ownership.
  • Work closely with operations and engineering teams to coordinate, escalate, troubleshoot, and resolve service interruptions as expeditiously as possible, ensuring service availability levels are met and adverse impacts are kept to a minimum.
  • Maintaining relationships and quarterly business reviews with key service partners leveraged for the area of ownership
  • Create and maintain Operational Reports and KPI's on daily, weekly, monthly and ad-hoc basis.
  • Plan and manage Platform Services budget, make recommendations to support planned infrastructure and platform initiatives and to improve overall cost effectiveness.
  • Promote standardization and automation of process and procedures
  • Other duties as assigned.
    • Bachelor's degree in business or related field, or 10 years of progressive IT infrastructure and operations experience.
    • In-depth knowledge of monitoring, ticketing and management platform infrastructures
    • Strong IT technical and project management skills with excellent customer service skills
    • Ability to manage multiple priorities and resources in a dynamic environment across various sites, and organize complex information
    • Must possess initiative with strong analytical and problem-solving skills
    • Strong familiarity with project management tools and methodologies
    • Strong analytical and decision-making skills
    • Must be comfortable working in a fast-paced dynamic environment
    • General understanding in the areas of data center and managed hosting services
    • Demonstrated ability to coach and mentor small teams, and track record of building high performance teams. Proven leadership ability across multiple geographic locations.
    • Strong customer service skills and demonstrated interest in continuous improvement
    • Excellent written and verbal communication skills required. Demonstrated ability to effectively communicate with a variety of audiences including senior level management.
    • Ability to clearly communicate technical subject matter to a non-technical audience. Strong inter-personal skills in a diverse cultural environment.
    • Demonstrated ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Possess strong analytical, problem-solving, prioritization, and organizational skills. Review and ensure proper escalation/resolution of incidents.
    • Demonstrated ability to manage multiple projects with changing priorities and requirements.
    • Experience in managing vendor/partner relationships
    • Adequate professional experience and knowledge to perform Job Responsibilities
    • Excellent verbal, written, and interpersonal skills
    • Ability to prioritize and organize effectively
    • Ability to work on multiple projects simultaneously
    • Ability to work both independently and with others
    • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines
    • Proficiency in using MS Office Suite and Windows-based computer applications Preferred Experience
      • ITIL and PMP would be a plus.
      • Bachelor's Degree in Information Systems, Engineering, Computer Science or similar discipline
      • Prior experience particularly in the data center industry Working Conditions
        • Office environment

Keywords: TierPoint, LLC, St. Louis , Director, Platform Services, Executive , Saint Louis, Missouri

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