QTS

Technical Director, Operations Service Center

US-GA-Suwanee
Job ID
2017-2049
Category
Information Technology

OVERVIEW

The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.

 

As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.

 

We are powered by our people.

 

At QTS, we know where IT is going. And we’d like to invite you to join us.

 

The Technical Director, Operations Service Center is responsible for managing the engineering support group for the QTS 24x7x365 Operations Service Center (OSC), servicing 1100+ world class customers. This includes Level 1 through Level 3 technical support to ensure that services are delivered within agreed-upon scope and we continue to deliver industry-leading service up-time. Technical environment includes AWS, VMware, Cisco, Dell Servers, Juniper Firewalls, EMC and others.

 

MEASURES OF PERFORMANCE
• Availability and Performance
• Single points of failure/risk
• Service level agreement adherence
• Customer Net Promoter Scores
• Incident Escalations Reduction
• First Call Resolution Goals

RESPONSIBILITIES, other duties may be assigned

  • Responsible for understanding and anticipating end-customer operational needs and ensuring that QTS’ offerings plug seamlessly into many varied customer settings.
  • Drive process across the organization, ensuring that industry standards are being met and exceeded and that the organization is in compliance with customer service level agreements (SLAs).  
  • Interface frequently with QTS’s technical team and collaborate with relevant hardware and software teams to leverage latest technologies inside and outside the company. 
  • Interact with customers to ensure alignment with expectations and identify gaps on project roll outs. 
  • Drive operational efficiency initiatives that improve profitability and customer satisfaction. 
  • Apply financial rigor and business acumen to all initiatives to help the management team arrive at decisions that maximize business performance. 
  • Leads engineering operations teams and initiatives in a high-volume, multi-tenant and robust high availability environment. 
  • Drives modern provisioning, systems monitoring and alerting infrastructures, capacity planning processes, large scale data center configuration management tools, and other aspects of maintaining, managing, and growing a high scale multitenant data center infrastructure. 
  • Expert in crisis management who can quickly translate learnings into operational improvements through driving root cause analysis and detailed remedy plans.
  • Manage outage and security incidents and events effectively and ensure timely communication to internal stakeholders and customers, instill confidence in corrective actions and counter-measures to protect the company's reputation and customer satisfaction.
  • Proven experience building and leading direct-report and matrix teams
  • Act as a working manager to ensure network and systems are operating sufficiently to deliver quality services. Reviews and resolves support tickets based on agreed service levels; reviews reports/tools to identify existing or potential risks to network systems availability; follows and enhances the processes that measure, monitor, and report on the availability and performance of all network systems.  
  • Reports department/ functional area progress on initiatives to IT Senior Management.
  • Performs compliance controls testing, remediation and certification as requested. 

BASIC QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Engineering or equivalent professional experience
  • Seven or more years of progressive operational experience in technology management, IT Operations Management or related field
  • Three or more years of experience leading cross functional teams in mission critical environments

KNOWLEDGE, SKILLS, AND ABILITIES

  • Relationships– Build valuable relationships with people, facts, and context.   Deeply aligned relationships are the key to unlocking the power of people to overcome the challenges they face and achieve more than they could in isolation.
  • Creativity– Apply integrated thinking.  Creativity is necessary to produce unprecedented value.  By combining awareness of new facts and deeper understanding of people’s purposes and concerns we are able to generate a surplus of ideas. And create the possibility of changing the world.
  • Collaboration– Develop aggressive AND realistic plans.  Working collaboratively is required to make the best decisions on how to allocate time, money and talent and thus enable our dreams to become reality.
  • Accountability- Get the job done.  We must be clear on who is going to do what by when.  Accountability is the only way that change occurs.  Constant acts of courage (people doing something) inspire others to join in making the world a better place.
  • Learning– Lead in a developmental environment – Turning learning into action is fundamental to unleashing the power of QTS.  By embracing change and appreciating others, we accelerate business improvements and our own development and fulfillment.

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