DLT Solutions, LLC

Manager, Operations Center

Job Locations US-VA-Herndon
Posted Date 3 weeks ago(1/29/2018 11:06 AM)
Job ID
2018-2257
# of Openings
1
Category
Engineering

Overview

DLT Solutions is looking for a Manager, DLT Operation Center to lead the DLT Service Center and Managed Services capability. We are looking for a passionate leader with deep technical expertise in information management with an emphasis on Veritas back up and archive technologies. As well, the Manager will be responsible for supporting other data management and cloud solutions. This expertise is required to lead DLT's 24x7, Level 1/2 technical call center, managed services engineers and to further develop DLT's managed services capability.

Mission: To lead a qualified, motivated team to efficiently serve customers to ensure that they are delighted with their Support and Service experience, leading to 100% renewal of customers that are the best fit for DLT Solutions. Additionally this person will need to be well versed in working within the United States public sector space and corresponding contractors and entities.

Responsibilities

  • Demonstrate deep technical expertise with an emphasis on data backup and archive solutions, specifically Veritas solutions. Oversees department provisioning of Managed Services as well as break/fix support for various technologies including Amazon Web Services, Google, NetApp, Quantum, and Veritas and products and services.
  • Build high performance Service Operations team. Builds and develops the technical talent of Service Operations into a well-rounded team through implementing new ideas and improved processes. Bring industry best practices to develop metrics to trend growth as well as resource and staffing needs.
  • Responsible for supporting overflow cases, including any Severity 1 cases or key escalations
  • Drive excellent customer service and high renewal rate. Manage and facilitate the customer onboarding process to ensure successful integration, strong customer adoption and renewal of services. Will be responsible for building strategies targeted to enhance the customer experience and provide efficiencies in Service Operations to create a cohesive and holistic customer experience.
  • Build strong partnerships and successful cross-department service delivery model. Coordinate resources to support strategic vision for growth across departments managing the utilization of Service Operations and floating talent from managed services. Build strong relationships with internal partners to effectively strengthen the combined goal for successful delivery on multiple service offerings.
  • Must personally work/close 15% of monthly closed tickets
  • Grow overall Professional Services revenues and capabilities associated with Veritas DR/COOP technology implementation and support
  • Other duties as assigned

Knowledge and Experience

  • Must be a US Citizen and the ability to pass a background investigation or possess a TS SCI**
  • Must have 5 years of experience in service center operations
  • Must have 5 years of experience in working in the public sector space
  • Must have experience building and managing a successful team of engineers supporting a helpdesk environment
  • Must have experience with managing a Service Center and Service Delivery Consultants that support external customers
  • Must have experience leading the implementation of the ITIL framework
  • Experience in a Managed Service Provider environment is preferred
  • Must have experience with Veritas Enterprise products: NetBackup, Storage Foundation, and Enterprise Vault experience
  • Must be an AWS Certified Solutions Architect – Associate Level
  • Must have Veritas NetBackup STS Certification; Current/Past Veritas STS Certifications for Enterprise Vault and/or Storage Foundation
  • Current/Past NetApp NCDA and/or NCIE Certifications
  • Must have experience with Storage technology: NetApp and Quantum technologies experience desired
  • Cloud technologies and services: Google and Amazon Web Services experience desired
  • Possession of a DoD Clearance preferred
  • Bachelor’s degree in Computer Science, Information Systems or equivalent
  • MBA in Computer Science, Management Information System (MIS) or equivalent preferred
  • Experience in managing support/managed services engineering team and personnel preferred

Skills and Abilities

  • Comfortable being on call when necessary
  • Possess the interpersonal skills required to enhance goodwill between Service Center and end-users and when addressing issues
  • Ability to articulate technical details to technical and non-technical individuals
  • Must possess superior customer service skills and ability to manage conflict
  • Strong multitasking and communications
  • Proficiency in working with a BMC RemedyForce's case management system
  • In-depth knowledge of UNIX and Windows Operating Systems
  • Ability to manage, schedule, and delivery multiple support engagements/projects simultaneously
  • Ability to scope and develop Statements of work, project plans, and adhere to budgets and P/L targets

EOE

DLT is an Equal Opportunity Employer and treats all employees and applicants for employment without unlawful discrimination as to race, creed, color, national origin, sex, age, disability, marital status, sexual orientation or citizenship status in all employment decisions, including but not limited to recruitment hiring, compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.

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