Manager-Monitoring and Production Management

Location: New Haven, CT

Job Summary
The Manager of Monitoring and Production Management leads the team responsible for enterprise Monitoring and Production Management. This team provides the day-to-day support of GNOC (Global Network Operations Center) Operations, System and Availability Monitoring, Server and Mainframe Operations, Production Code Deployment and offsite Printing Operations.

Job Responsibilities

  1. Responsible for managing daily operations including Server and Mainframe Operations, Network and System Monitoring, Production Code Deployment and offsite Printing Operations.
  2. Responsible for staff/employee administration (staffing recommendations, performance appraisals, coaching/counseling, work assignments, resource planning, etc.). Trains or provides appropriate training for employees; coaches, provides feedback and support, counsels and motivates employees.
  3. Manages technical vendor support and relations for the functions he/she is responsible for; assists with vendor identification and selection, contract negotiation and statement of work (SOW) reviews. Acts as an internal escalation point for any vendor related technical issues.
  4. Adheres to policy, process and procedures and proactively seeks opportunities to enhance existing ITIL processes (service requests, incident & problem management, change management, etc.). Develops and refines process and procedures specific to functional responsibilities and contributes to formulation of operational and tactical plans related to the functions he/she is responsible for.
  5. Supervises/oversees project related activities associated with his/her functional responsibilities. Encompasses working with project management professionals (internal & external), as well as self-management of less complex project activities in accordance with established project management processes and procedures.

Knowledge, Skills and Abilities

  1. Proven work experience leading a team providing IT customer support/services.
  2. Proven ability to delegate and motivate staff.
  3. Excellent communication and leadership skills.
  4. Excellent interpersonal and listening skills.
  5. Strong Analytical and problem-solving skills.
  6. Strong decision-making skills.
  7. Ability to be flexible and adaptable to changing priorities.
  8. Ability to prioritize and effectively manage multiple initiatives simultaneously.
  9. Ability to quickly and effectively accept and manage new support initiatives.

Systems and Technical Knowledge

  1. In-depth knowledge of computing systems typically associated with data center operations.
  2. Knowledge of distributed/open systems and networking environments associated with data center operations.
  3. Knowledge of monitoring systems, for instance: Nagios, SolarWinds, SpiceWorks, etc.
  4. Knowledge of Secure File Transport and other Secure Data Transmission processes.
  5. Knowledge of Enterprise Batch scheduling software, for instance: CA-7, CA ESP, ActiveBatch, etc.
  6. Microsoft Office Products: Word, Excel, PowerPoint, etc.

Education: BS or BA in Computer Science, Information Systems or related field or equivalent combination of experience and training.

Experience: 5-8 years of IT leadership experience or and demonstrated experience leading a diverse group of technical resources in a NOC environment.

Certification: ITIL v3 or 4 Foundation certificate is a plus, nice to have, not required.

If you are interested in any of our open positions, please contact us or complete our pre-employment application online.