Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit www.navisite.com .
The Dir, Operations Managed Infrastructure Operations directs the daily operations and activities of the managed infrastructure, including cloud services, supporting a wide variety of clients and technologies across multiple platforms and environments. The Director drives best operational practices globally across the team ? especially with Incident Management and Client Engagement. Supports complex troubleshooting efforts across the organization, delivers strong client experiences, drives new strategic services and process improvements, and coaches and mentors the Operations team.
Responsible for a global staff supporting the tier-2 and tier-3 Networking, Server and Storage functions on a 7x24 basis, providing Managed Services across multiple functions, including Networking, Windows, Unix / Linux, storage, backups, anti-virus, and patching. Is the senior escalation point for our clients and expected to build strong working relationships with peers internally and externally.
MAJOR DUTIES AND RESPONSIBILITIES
Provides direction, leadership, and professional development to team.
Drives positive improvements in core ITIL processes for change, incident and problem management; supports the improvement of monitoring capabilities and proactively supports clients.
Proactively manages team performance and efficiency via established performance metrics; identifies recommendations for operational efficiency and drives improved results with increased quality of service and client satisfaction.
Provides clear and challenging technical direction, goals and direction of the Managed Infrastructure operations team, including active participation in Cloud services and virtualization initiatives.
Works collaboratively to deliver comprehensive service to onboard new clients, support existing clients, provide operational support.
Oversees complex production operations environments across operating systems, storage, backups, patching, security, cloud technology and networking.
Monitors daily performance of all roles to ensure proper results are delivered; establishes and manages key performance metrics for the team and continuously drives new process improvements.
Identifies and provides leadership to continuous service improvement initiatives. Identifies opportunities to streamline organizational efficiency, while improving the overall client experience.
Attracts and retains effective staff through mentoring, coaching, development, appraisal and motivation techniques.
Leads team to meet business deliverables timely, and fosters a customer centric culture focused on supporting the needs of internal customers.
Fosters a culture of consistency, accountability and continuous improvement.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent verbal and written communication skills
Excellent organization and teamwork skills
Experience leveraging and fully exploiting automation benefits to reduce time to repair and reduce operating costs
Proficiency with troubleshooting software and hardware issues
Knowledge of BMC / Remedy ticketing systems used for incident and change management as well as IPSoft platform
Expertise with Business Continuity and Disaster Recovery
Experience with variety of technologies across networking, operating systems, storage, backups, Cloud, virtualization, and patching applications
Preferred experience with Cisco, Microsoft ? including O365 and Azure, Zerto, Commvault and VMWare
Proven expertise and demonstrated passion for delivering a premiere client service experience
Able to successfully multi-task in a dynamic and fast-paced global environment
Strong background of effectively managing key vendor relationships and performance
Ability to analyze and interpret data
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Bachelor's degree in Information Technology or related field, or equivalent training, education and experience
ITIL Foundation certified
Related Work Experience Number of Years
Client support and service delivery experience 8-10
Professional services/consulting/outsourcing experience 5-8
Management experience 5+
Normal office environment
Travel requirements: 0-10%
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.