Senior Manager, IT Operations

Job description

The Senior Manager, I T 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 QTS’s 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 KPI’s 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...