Plays a critical role in leading the technical delivery of managed services for NaviSite?s largest and most complex Managed and Cloud Services customers. Works across multiple technical organizations ? both internal and external, and technologies to identify trends in the production environments, make proactive recommendations for optimization, take lead role in driving technical incidents and problems and develop a strong relationship with customers to demonstrate value of service. The Production Operations Technical Lead is a high impact, very visible role, responsible for developing and retaining customer confidence in our technical capabilities and is partnered with Customer Service Management in collaborating with the customer.
?Provide technical leadership on our biggest accounts including Networking, Server, Storage and Backup, Patching, AntiVirus, Database, Web Services, Applications and Cloud services.
?Participate in customer meetings to explain technical findings, recommendations, and address technical concerns. Lead the discussion across multiple engineering teams internally to troubleshoot and address complex issues and problems and provide updates on plan and status to customers.
?Articulate and define IT best practices for managing large, complex enterprise IT production operations. Be able to effectively drive improvements internally around processes and tools and work with customers on understanding their environments and driving positive change and improvements within the NaviSite service offering. Fully knowledgeable on current NaviSite processes and capabilities and working within boundaries when developing solutions for customers.
?Be the technical liaison within NaviSite Service Delivery and drive priorities for managing the customer environment and ensure technical issues are being addressed effectively and communicated to the customer. Escalate within groups as required, coach and mentor team as required and facilitate delivering a high value experience for the customer.
?Work closely with Senior Service Delivery leadership and third party vendors and service providers to update technical status of customer environments.
?Experienced, focused, performance-driven and professional to serve as a technical lead for NaviSite?s largest and most complex customer environments.
?5 or more years? experience in a senior operations role within a large Enterprise responsible for complex technical environment. ITIL familiarity and experience managing multiple environments simultaneously is desired.
?Strong Unix, Windows, VMware, Networking expertise
?Familiarity with Hosting, Managed Services, and Cloud Services
?10-15 years technical experience in an IT operations role
?Experienced with keeping both internal and external clients happy by providing outstanding service with the ability speak with the most technical and non-technical person in the room.
?A team player who will help mentor teammates who are looking to get to the next level.
?Willing to identify and drive strategically technology decisions to accelerate customer expansion and reduce service delivery timelines.
?Ability to work independently in managing day-to-day activities within the team and customer and collaborate closely with Customer Service Management lead.
Time Warner Cable is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions.