Technical Operations ManagerRemote
Posted on :
03-07-2024
Employer Active
1 Vacancy
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Job Description
Who We Are:
Jolera Inc. is a multinational hybrid aggregate service provider (HASP) specializing in delivering comprehensive IT solutions to customers and channel partners. Our core services include customized technology solutions, IT assessments and strategic planning, IT device and infrastructure management, data backup and recovery solutions, cloud and on-premise migrations, enterprise-grade security services, and 24/7/365 quad-lingual end-user support. With a growing team of over 550 professionals globally, Jolera excels in designing and delivering technology systems that are effective, competitive, scalable, and valuable.
Who You Are:
Jolera seeks an energetic and experienced Technical Operations Manager to join our team in the United States in a full-time, permanent capacity.
What you'll do:
- Provide leadership and oversight to a team of technical resources delivering infrastructure and service delivery projects.
- Liaise with clients and internal leadership to manage daily operational aspects and lead high-priority projects.
- Ensure all initiatives are effectively managed to guarantee program success.
- Maintain the overall health of the program by working with the IT Service Management (ITSM) team for quick and efficient incident resolution.
- Improve process performance, efficiency, and productivity to meet business and client needs.
- Manage, develop, motivate, and coach technical staff.
- Take ownership of outstanding issues and drive them to resolution.
- Produce SLA and KPI metrics and reports.
- Serve as the point of contact or escalation for support teams regarding client services.
- Collaborate with the ITSM team to identify opportunities for improvement based on metrics and data.
- Be flexible and willing to take on challenges beyond the job description.
- Identify and address potential concerns to maintain a strong environment.
Qualifications:
- Bachelor’s degree in information technology or a recognized equivalent.
- 5-10 years of related work experience in a similar role.
- Comprehensive knowledge of a broad range of IT services, including Service Desk, NOC, Field Services, and Systems Engineering.
- Strong knowledge and experience with system and network architectures.
- Ability to make tough decisions confidently.
- Strong project management and leadership skills.
- Excellent prioritization abilities.
- Experience in process development and improvement with a growth mindset.
- Experience in a Service Delivery function, dealing with clients, internal teams, and vendors.
- Ability to maintain a high level of confidentiality.
- Strong interpersonal skills.
- Capability to work independently on simple to moderately complex tasks.
- Knowledge of IT Infrastructure projects and strategies, preferably gained through various project roles.
- Flexibility to work overtime when required.
Preferred Hands-On Experience:
- Windows Administration
- Linux/UNIX Systems Administration
- Network Engineering
- Storage Management
- Backup & Recovery
- Virtualization
Employment Type
Full Time
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