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Director, IT Operations

Company: NTT Global Data Centers Americas, Inc
Location: Sacramento
Posted on: April 10, 2021

Job Description:

The Director of IT Operations leads the IT Operations, Network Operations through the Network Operations Center (NOC), Remote Hands and Eyes/Smart Hands (RH&E) services, and all other associated services and functions. Responsible for the implementation and delivery of contracted and internal services and establishes goals for the organization to ensure effective organizational strategy and execution toward objectives and Service Level Agreements. Tracks, maintains a dashboard, and reports on metrics and key performance indicators for those goals, objectives, and Service Level Agreements. Directs the IT Operations organization with 24X7X365 on-site coverage (RH&E) and coordinates with major company peer functions (Sales, Data Center Operations and Construction, Finance, HR, Marketing, IT Engineering and Product Management). Presents to customers, prospects and industry functions on IT operations and services offerings and service effectiveness. Drives a culture of process and customer service alongside strong technical capabilities. Champions IT services internally and externally, coordinates, delivers, and ensures IT training and certifications for the company as necessary. ESSENTIAL DUTIES & RESPONSIBILITIES Leads and directs the corporate IT Operations functions. Develops Strategies and Objectives to continually improve and meet requirements for the assigned functions. Leads the service strategy for IT Operations and associated service offerings. This includes keeping abreast of industry trends, integrating industry best practices into service offerings, working with Product Development to develop service product roadmaps and leading the release of services into the market and sales channels; to include training and education around those services.-- Delivers communications and presentations to executives, customers, prospects and industry forums on NTT Global Data Center market leadership and evolving market strategies and services for Managed Services, Managed Hosting and IT Operations in support of Data Center/Infrastructure as a Service offering. Leads the designs and delivery of systems and processes to deliver service per the product marketing plan and specifications. Leads the operations and delivery of customer services for collocation support, operations control center services, managed services and managed hosting. Leads the development and execution of operational objectives and ongoing process improvement initiatives to continually improve customer services and managed services functions.-- Develops and improves measurement and monitoring capabilities to ensure effective reporting of services delivery to customers, executives and operations staff.-- Manages a 24x7x365 staffed Operations Engineering Department that is responsible for all service and products offered to customers (both internal and external) and provides assistance and support to all other technical groups within the organization. Responsible for defining strategy for highly scalable business processes and procedures to support our managed services including: Oversees all systems hardware and software solutions in production for RagingWire. Oversees all network hardware and software solutions and management for local and wide area networks. Oversees all storage hardware and software solutions implementation and management. Oversees all data archival and retrieval hardware and software solutions implementation and management. Oversees all security hardware and software solutions implementation and management. Oversees all telecommunications hardware and software solutions implementation and management. Analyzes processes and procedures to propose best practices for both internal and external customers. Manages the investigation and troubleshooting of system issues to determine root cause and drive solutions. Responsible for the training of all employees on Operations policies, procedures and proper utilization. Responsible for continuous improvement to the processes and procedures for all products and services offered. Responsible to ensure Operations staff are trained and qualified to satisfy customer and accreditation requirements. Responsible for the engineering and installation of new clients and upgrades of service to existing clients. Directly interfaces with customer and prospect base at the Manager, Director, and/or CxO level in representing RagingWire's IT Operations and Managed Services offerings. Hires, trains and assesses performance of direct reports according to corporate policies and procedures and best human resources practices. Assists in the growth of employees through training and career development activities. Responsible for the supply chain and supplier relationship management for managed services.
KNOWLEDGE, SKILLS & ABILITIES Ability to organize and analyze data into information for direct continuous improvement. Ability to present information to teams and executive management toward business enhancement. Management of IT Operations and Services Functions both internal to Enterprises as well as with multiple industry customers/clients Solid technical background particularly in managing highly complex, multi-platform environments (servers, storage, networks, security, virtualization, systems monitoring and management) Managed Services Product Management and Lifecycle Management experience. High degree of process management including ITILv3 and ITSM expertise. Team player who enjoys leading a team of highly experienced technical staff with a willingness to share knowledge with others. Ability to build strong interpersonal contacts at all levels within RagingWire to collaborate on important organizational wide projects, issues and initiatives. EDUCATION & EXPERIENCE Bachelor's Degree in Engineering, Computer Science or related discipline required; MBA is strongly desired.-- Minimum of 10 years in system and/or network support experience in an enterprise data center environment which includes 8 years of direct experience managing a 24x7x365 Operations Center (NOC/SOC/etc.) environment or applicable technical IT staff. Prior experience working in a fast-paced, high volume technical environment with the ability to prioritize and handle multiple tasks simultaneously. Experience leading professional services, or similar Smart Hands/technical implementation teams in Data Center environment, or similar. Relatable experience building, optimizing, and analyzing dashboards for business improvement. Position Requirements PHYSICAL REQUIREMENTS

  • Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
  • Able to hear and speak into a telephone and 2-way radio.
  • Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
  • Ability to work in confined spaces.
  • Ability to lift up to 20 lbs.WORK CONDITIONS
    • This position is expected to be remote for the foreseeable future with the occasional need to be on-site in a shared workspace.
    • Extensive computer or laptop work
    • Must be willing to travel 25-30% of the time.SPECIAL REQUIREMENTSResponsible to carry a cell phone and provide 24 x 7 supportAnalytical thinking, problem solving, customer oriented, and commitment to quality.Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.Must be able to respond to emergency situations at the data centerMust be comfortable working in a highly critical, fast paced environment shifting priorities.Must possess a current, valid state-issued driver's license. Shift Days Exempt/Non-Exempt Position Director, IT Operations Number of Openings 1 Exempt/Non-Exempt Exempt Hiring Manager(s) Location NTT Global Data Centers Americas, Inc., Sacramento About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers.

      NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.

      All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.

      EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation. This position is currently accepting applications.

Keywords: NTT Global Data Centers Americas, Inc, Sacramento , Director, IT Operations, Executive , Sacramento, California

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