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Supervisor Data center ops
Ref No.: 18-12776
Location: Thhornton, Colorado
The Technical Supervisor will manage a team that is part of the Operations organization that provides technical support and solutions 24x7 to customers. The successful candidate will work in a fast paced, dynamic environment where technology experience and customer service skills will be challenged daily and you will work with leading edge technologies and multiple infrastructure architectures that are maintained in state-of-the-art data centers and designed to support the specific needs of each customer.

Responsibilities:
Provide world-class customer support and technical expertise for customer environments.
Direct the work of Network and Systems Engineers responsible for providing Event, Incident, and Change Management support of assigned customers.
Ensure all tickets in queues are assigned to engineers in a timely fashion, updated, communicated routinely to the customer and driven to resolution.
Plan, coordinate, and provide administrative direction and support for daily operational activities of the team.
Ensure successful resolution of tickets within specific timeframes (OLA/SLA's).
Ensure accurate and timely documentation of work within the ticket tracking system.
Ensure that department policy and procedure are followed (e.g. incident management, request management and change management, escalation, etc.).
Serve as an escalation point for issues as necessary.
Manage incidents and engage additional internal teams and external vendors as required.
Review systems requirements and engineering concerns associated with customer requests such as, equipment configuration and operational impact.
Provide mentoring and career path guidance to all levels of engineers.

Requirements:
Must have demonstrated leadership expertise and work experience in supervising staff in a fast-paced technical environment, preferably managing a production support team in a large enterprise or service provider environment with a strong focus on customer success.
Must have demonstrated experience managing a team of engineers who perform root cause analysis, identify and isolate technical issues, and work in a collaborative effort with others as necessary to quickly and effectively resolve technical issues.
Must have working knowledge of monitoring systems and alarm management.
Knowledge of industry best practices for technical operations center.
Knowledge of Client Monitoring platforms, such as OMi, NNMi, Cloud Optimizer.
Strong communication skills and customer-service focus.
Excellent analytical and problem-solving skills.
Excellent writing and verbal communications skills.
Ability to communicate and work directly with customers to identify and resolve technical issues.
Ability to execute sound judgment and take initiative.
Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, as required.
Ability to function successfully in a highly stressful, 24x7 mission critical environment.
Ability to identify process gaps/shortcomings and implement fixes to remediate.
Understanding of ITIL Framework.
Working knowledge of ServiceNow ITSM platform a big plus.