The Senior Manager IT Operations leads a team to provide the readiness implementation and documentation of technical services and systems across the QTS IT Infrastructure. The IT Operations Support Manager coordinates all efforts of QTSs Level 1 through 3 technical organization to ensure that services are delivered within agreed-upon scope and ensures that client satisfaction meets or exceeds QTS operational excellence goals. This includes key metrics and KPIs such as reduction in incident escalations to Level 4 engineering teams and assisting our on-call Level 4 engineering support teams MTTR incident frequency and operational risk indicators.

The key purpose of this role is to work with Engineering and QA teams to ensure that QTS IT Systems are designed for supportability and are properly documented to aid with onboarding new employees and provide optimal management and support processes to continually improve customer experience. The IT Operations team will assist with the implementation lead the documentation effort and train the Support team on the systems. This team will also serve as the first escalation point with these systems. The IT Operations team will also work though a backlog of systems already implemented and provide the same services. This position requires skills motivation and experience to develop a highly functional team to deliver superior predictable and reliable services in a dynamic IT service provider environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a Global Data Center company.

RESPONSIBILITIES other duties may be assigned.

• Provide vision and senior leadership for the Operations Engineering organization including setting longterm strategies priorities and operating models aligned with business objectives.
• Establish a strong culture of accountability reliability and continuous improvement.
• Own the operational reliability and readiness of critical systems platforms and services across a global or multisite environment.
• Partner with Engineering and Operations teams to transition services from build to run with clear ownership documentation and support models.
• Drive shiftleft initiatives and reduce operational toil through engineeringled improvements and automation.
• Ensure network and systems are operating sufficiently to deliver quality services.
• Assesses the need for staff training and cross-training to ensure successful job performance recommends specific training objectives and ensures training has been accomplished.
• Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance reviews support processes and regulatory adherence.
• Administers staff performance management and career development activities.
• Provide support as required to Customers IT Operations teams and business stakeholders.
• Reports department/ functional area progress on initiatives to IT Senior Management.
• Manage required documentation and refine processes needed to support the team and enterprise.
• Performs compliance controls testing remediation and certification as requested.

BASIC QUALIFICATIONS

• Bachelors degree preferred in Computer Science Engineering or related field or equivalent professional experience.
• 7 years of progressive IT experience including 5 years of people management.
• Five or more years of experience with network/systems technologies such as Cisco/Juniper routers and switches F5 load balancers Kubernetes VMware Windows Server 20XX and Linux operating systems and patch management tools.
• Experience with automation monitoring/observability platforms and operational analytics.
• US Citizenship for this position is required by law due to federal customer contracts.

PREFERRED QUALIFICATIONS

• Five or more years of experience working in data center NOC or managed services environment.
• Two or more years of experience working with ServiceNow or other ticketing software.
• One or more years of experience with change and/or incident management
• ITIL Foundations certification.
• Experience implementing Operational Excellence framework in a technology organization.

KNOWLEDGE SKILLS AND ABILITIES

• Strategic thinking with strong execution discipline.
• Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
• Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.
• Ability to work and thrive in a matrix organization.
• Ability to make informative decisions to implement and carry out goals.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The Know Your Rights Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.