Verizon Data Center Service Manager in Richardson, Texas
Verizon Enterprise Services is looking for an experienced services delivery professional to manage the relationship with and delivery of services to one of ourstrategic clients. Verizon’s services include the design, implementation, 24x7 management, and growth of highly available, scalable and fault tolerant N-Tier systems – both corporate and e-commerce. In delivering these services, the Data Center Service Manager will work through and collaborate with various technical teams and resources consisting of Architects, DBAs, Sys Admins, Client Engineers and our 24x7 GSSC (Global Support Services Center).Work city and state are flexible based on Verizon locations.
This is NOT a project management position.
The Service Delivery team will deliver a tailored customer experience by applying an informed, evolving and consultative process through:
Advocating for the Customer and Verizon to the benefit of the operations management and service relationship forData Center Infrastructure and eCommerce type systems
Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods
Managing day to day operations of data center server and storage inffrastructure along with a large e-commerce N-Tier operation including incident management
Synergizing Verizon complex solutions to provide seamless and consistent set of customer touch-points
Adopting advances in practices and programs
Providing deep subject matter expertise on customer systems
Translating customer priorities and business direction into Verizon Business action
This role will require the candidate to:
Work with client on a large, highly secure corporate IT infrastructure and e-commerce systems comprised of Centos-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases;
Consult with clients on strategic, organizational, and operational challenges with their systems;
Directly and indirectly manage Sales, Services, Operations and Account Management personnel throughout the client delivery lifecycle
Establish and maintain long-term relationships with client and third-party vendor personnel;
Develop, track and report on Service Level Agreement compliance for existing services contracts;
Develop and manage strategic relationships with service delivery partners;
Directly coach and mentor small teams of client delivery personnel (engineers, project managers, and other account managers);
Evaluate incoming projects for operational impact to the client’s system, and implement strategies to mitigate any negative effects; and
The SDM is responsible for overall accountability for client satisfaction and operational stability for the client’s environment
Coordinating Change Request resources
Leading high risk/high visibility Change Requests
Review of the previous night’s changes.
Submitting and/or escalating Services Requests
Submitting and/or escalating Problem Tickets
Leading and managing PR01 calls w/Client and other escalation Bridges
Review of hourly/daily report emails (such as alerts.log, Oracle, and top IP reports).
SDM’s are responsible for facilitating problem solving and technical resolution meetings between the CE’s and the client.
SDM is responsible for leading and attending daily, weekly, and monthly meetings
Organize, implement, and report status of ongoing operational improvements to the existing infrastructure
Review projected level of effort with the CE team
Attend project meetings with client, identify risks/issues, progress of project, milestones, current/projected spend, change orders, etc.
Set expectations with the client
Assist with managing turnover to operations with the Manageware team.
Work city and state are flexible based on Verizon locations.
5+ years relevant experience in successfully managing large complex systems from an operational management perspective strongly preferred. Bachelor's degree or equivalent experience preferred.
Detailed understanding in the following areas:
Web application systems
Centos Linuxand Windows OS
Strong background inIT Data Center Infrastructureoperations required; daily e-commerce preferred
Demonstrated ability to handle incidents and run outage calls required
Demonstrated ability to build and maintain long-term, client relationships required
Demonstrated ability to develop and implement client-driven organizational infrastructure preferred
Demonstrated ability to develop and expand services within existing accounts preferred
Demonstrated ability to understand business and technical issues in a variety of industries required
Experience with technical projects such asenterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations preferred
Windows, Linux server experience required
E-commerce site operations and/or airline experience strongly preferred
Able and willing to work on call weekends and holidays as needed
Equal Employment Opportunity
We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.