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TierPoint, LLC: Manager, Virtualization Operations

Company: TierPoint, LLC
Location: Saint Louis
Posted on: November 22, 2020

Job Description:

The Manager, Virtualization Operations is responsible for leading a team of highly skilled virtualization engineers in the support of the TierPoint cloud and managed services virtualization operations. As Manager Virtualization Operations the position is responsible for providing leadership, coordination and operational management of TierPoint Virtualization Operations, improving service availability, maintaining quality and delivering key services to the business and clients at expected service levels. The Manager Virtualization Operations reports to the Director, Managed Services. Provides quality internal and external customer service surrounding the Company values. This role requires people management, including project/ operational support oversight, personnel development and HR responsibilities. Participate in the creation and implementation of policies and procedures to ensure consistency with company goals, industry best practices, and regulatory requirements. Accountable for monitoring, detecting and handling for all operations related service disruptions (incident and problem management). Perform ticket queue and project management for virtualization operations team. Review and approve all virtualization operations MOP's presented by virtualization operations for change management approval. Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-ups. Work closely with sales, operations teams and architecture & engineering 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. Provide teams with proactive updates on potential customer impacting issues (i.e. virtualization issues, site performance, service disruptions, planned maintenance, equipment failures, etc.) Maintain a 24/7 schedule in collaboration with Team leads and Management to cover operational needs. Manage, mentor and support virtualization operations employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines. Participate with sales, engineering and service teams to provide input and insight into customer solutions that are not standard product offerings. Participate in monthly after-hours incident manager on-call rotation with other leaders in organization and a willingness to cover gaps if necessary. Create and maintain Operational Reports and KPI's on daily, weekly, monthly and ad-hoc basis. Review, Approve/Reject and accept responsibility for customer handover documentation from provisioning team for completed customer solutions. Attend daily, week, monthly meetings, etc. as scheduled. Coordinate with Product and Solution Engineering teams to modernize Virtualization offerings and adapt to market needs - with specific focus on training and building a support model for these emerging technologies. Other duties as assigned. A minimum of 5 years of experience in high traffic environment with 24x7, mission critical operations environment. 4 years of experience leading a team with direct supervisory experience. 7+ years of experience in data center infrastructure, with focus on Virtualization technologies like VMWare and HyperV. Must possess a high degree of technical knowledge to understand the environment and provide clear direction and detailed updates to the teams. Excellent virtualization troubleshooting and impact assessment skills. Proactive in engaging with customers, client executives and other TierPoint teams Knowledge of change management controls and process. Change, Problem and Incident management experience desired. 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 TIL 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 , TierPoint, LLC: Manager, Virtualization Operations, Executive , Saint Louis, Missouri

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