Sr. Manager, Cloud and Data Protection – Spectrum Enterprise
Apply NowDate posted 07/20/2018Requisition Number: 221873BRLocation: United States - Massachusetts - AndoverArea of Interest: Cloud Computing, TelecommunicationsPosition Type: Full Time
Who We Are: Navisite, Inc., a Charter Communications Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. Navisite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on Navisite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit www.navisite.com.
As a member of the Navisite Global Service Assurance Team the Sr. Manager of the Advanced Client Support (ACS) Cloud and Data Protection Teams will manage two teams of level 3 engineers who lead client facing projects and initiatives within Navisite’s VMWare based cloud, Azure, and Managed Hosting environments. This is a managerial role that will oversee 6-10 engineers and team leads, however it does require hands on knowledge and capability. The primary focus of this role is to connect the execution of the Cloud and Data Protection teams to the organizations mission and vision, while also brining technical expertise to mentor and coach others. The Cloud technologies include Azure, VMWare Cloud Director, VSphere, NSX, and ESX. The Data Protection technologies include Zerto, ASR, vCAV, and Doubletake. Candidates should have a thorough understanding of at least 2 of these technologies. In this role you will lead and manage teams who are responsible for the highest level of support and escalation for our 1,000+ clients on a 24x7 basis. Your teams are required to maintain an on-call schedule for handling escalations. You will work with corresponding off shore teams in level 1 and 2 to increase their knowledge and capabilities for Cloud and Data Protection. Application level exposure and understanding is a plus. You will also be accountable for planning and executing a shift of focus to provide value by working closely with sales and solution architects to help enable the consumption of Navisite’s services. As a Sr. Manager you will lead teams and help shape the future of Navisite’s Global Service Assurance.
Major Duties & Responsibilities
Establish and govern a program to increase the capability of the Cloud and Data Protection off shore teams
Work with off-shore teams to transfer knowledge and responsibilities for day-to-day operations and project based work
Partner with professional services to scope and deliver Cloud and Data Protection professional service engagements
Manage client and internal escalations for incidents or service assurance related concerns
Act as a leader who connects the Cloud and Data Protection team’s execution to the overall Advanced Client Support mission and Vision
Partner with managers in our Data Center Operations (DCO) teams to establish clear roles and responsibilities around Cloud and Data Protection
Provide clarity for your teams on purpose and direction
Mentor and develop Team Leads and Engineers
Lead efforts to produce relevant blogging and social platform videos for Cloud and Data Protection
Oversee and manage a large portfolio of client and internal projects. Project tracking is done in SharePoint Lists
Build relationships with Sales and Solution Architects to support and win complex and large Cloud and Data Protection opportunities
Handle Service Management and Client escalations (must be client facing capable)
Continually deliver and improve proactive client based service assessments to provide recommendations to client’s on how to better utilize Navisite’s Cloud and Data Protection Services
Partner with Navisite Product team members to develop new products and features in Cloud and Data Protection
Ability to read, write, speak and understand English
The right candidate is willing to take on new challenges and work in a fast paced and dynamic work environment. Will also be open to learning new technologies and approaches and will thrive on new challenges.
Working and recent knowledge of at least 2 Cloud Technologies (Azure, VMWare Cloud Director, VSphere, NSX, and ESX) required
Working and recent knowledge of at least 1 Data Protection Technologies (Zerto, ASR, vCAV, and Doubletake) required
Experience working with off shore teams
Hands on experience with SALT and/or Puppet preferred
Ability to communicate complex solutions or problem resolutions to client’s and internally in an organized manner
Ability to communicate with intent and purpose to various levels of client and internal leadership
Ability to design effective visual communication aides in MS PowerPoint
Ability to plan, prioritize, organize effectively, and manage multiple projects across multiple teams
VMware Certified Associate (VCA) or higher
Related Work Experience Number of Years 7
Technical experience in cloud platforms & IT systems for Azure, VMWare based clouds and Data Replication technologies
Demonstrated successful experience with technical presales activities including contributing to the technical solution development
Experience managing a team greater than 4 people
Experience with DevOps / automation a plus
Strong verbal and written communication skills in order to clearly communicate with clients, product constituents and management
Experience working for a Managed Service Provider is preferred
The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances.