Manager of Operations/ Engineering
Technical
Reports to Director of Operations
HQ Scottsdale, Scottsdale, AZ, US
Overview
TB Consulting is an IT consulting and managed service provider focused on helping customers address how to get work done at the intersection of business and technology transformation. We find that often the biggest problems facing CIOs and engineering leaders is finding the talent and the organizational bandwidth to improve employee productivity, to deliver stability for critical systems, to improve infrastructure security and uptime and to rapidly deploy new technologies at scale. Fundamentally, we aim to help business leaders more effectively navigate a turbulent, rapidly evolving technology landscape without slowing down their own innovation.
The role of the Manager of Operations/Engineering is to deliver Operational Excellence by leading a team of engineers to manage TBC’s technical infrastructure as well as provide tier 2 and 3 support for all client managed services.
Duties and Responsibilities
Includes the following. Other responsibilities may be assigned.
- Leadership, Management and Accountability
- Customer Service & Delivery
- Process & Standards Management
- Transition clients from Implementation to Operations
- Accountability for Incident & Problem resolution & Event Management
- Leader of Change Approval Board
- Accountable for Data Center Projects
- Sales support, as needed
- Ensure a high degree of client experience satisfaction
- Responsible for operation of process including accepting, processing, and reporting the status of RFCs, as well as preparing and orchestrating the CAB Agenda
- Drive root cause analysis and corrective action completion across IS; help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the RCA to closure.
- Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts.
- Work closely with Compliance, internal and external audit teams
- Participate on technical calls for major incidents and outages
- Define, design, and implement processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL) V3
- Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement and governance of the lifecycle of IT Service Management
- Responsible to create status reports and ensure all stakeholders are informed
Qualifications/Your Background:
Required Skills/Experience
- Comprehensive understanding of network architecture and client/server technology
- Strong problem solving and troubleshooting skills required
- 7+ years’ experience in information technology people management
- Provide leadership, mentoring, and coaching to Technical Engineers
- Experience managing complex technology projects
- Technical and People resource capacity management and planning
- Must be flexible to support needs of the department
- Proactively look for ways to improve administration, monitoring, reporting, and standard operating procedures
- ITIL V3 or V4 foundations or greater certification
- Managed Services or Consulting Experience
- Effective communicator – both written and verbal communication
Recommended Skills/Experience
- Identify training and knowledge transfer opportunities for the team to continually develop peer teams and junior engineers
- Strong background in either network or systems engineering focusing on design and troubleshooting
- Must have good command of the English language in order to provide effective phone and email support
- 4+ Years of enterprise or service provider network skills with the proven capability to implement and support complex environment
How You Know if This Job Might be For You
- You are motivated and driven to deliver value. You take ownership of your responsibilities and follow through on all client and team member requests and questions.
- You have broad technical skills and can assist advanced trouble-shooting support for network and systems-related issues.
- You are a supportive and disciplined people manager capable of motivating high-performing technical teams.
- You like meeting and working with new people. You are comfortable engaging with people at all levels in an organization. You speak eloquently yet exude authenticity and trustworthiness.
- You are comfortable with change and multi-tasking. You enjoy learning new concepts and are quick on your feet. When things change, you know how to “roll with the punches”.
Working Conditions
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of knowledge, skill and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
A typical day in the life of a Manager of Operations/Engineering might include:
- Meeting with and/or communicating with clients
- Facilitating Change Approval Board Meetings
- Reviewing Change Management requests
- Working with Practice Engineers to operationalize products/services
- Managing engineer work efforts (requests, incidents, projects) through prioritization and accountability
- Providing on-call escalation support for P1 and P2 incidents
- Delivering presentations at company and client meetings
Limited travel may be required.
Why TBC:
Some IT professionals watch their careers shoot straight up. Others spend years at one company after another struggling to get noticed and stay on top of developing technologies. If you are looking for a place that puts employees first while staying on the cutting edge of technology, come to TBC. Well immerse you in multiple environments and operating technologies, give you access to the collaboration of a strong technical community, and expose you to IT innovation as it happens in real-time. With unparalleled adaptability, you have the opportunity to leverage TBC as an employer to be successful.
Rewarding Benefits:
- 401(k) plan with generous company match
- Short and long-term disability
- Life insurance (up to 3x annual salary)
- Comprehensive medical benefits coverage, dental plans, and vision coverage with no waiting period (coverage begins on the first day of the month following start date)
- Quarterly bonuses
- Annual training allowance
- Personal gadget allowance
