Technical Manager, Global Operations Tracking Code 101903 Job Description
Summary:
Working side-by-side with our clients, Blackboard is pioneering e-Education across the globe. Our academic and commerce suites of products - targeted to primary and secondary schools, higher education, corporate and government markets - deliver on the promise of the internet for online teaching and learning, campus communities, campus commerce services, and the integration of Web-enabled student services and back office systems.
Blackboard Managed Hosting is seeking an experienced manager to lead our overseas Operations team. The team is responsible for 24x7x365 monitoring and alert response for over 3,000 servers in 6 datacenters worldwide, as well as all planned system maintenance and application upgrades for those servers.
Duties and Responsibilities:
The Operations Manager will play an integral role in the success of Managed Hosting Global Operations department. Specifically s/he will: * Oversee 2 overseas teams (currently 40+ Engineers in Chennai, India) * Review and assign scheduled maintenance work, and ensure completion by specified due date * Manage teams workload, handle customer escalations and update internal stakeholder departments on progress and resolution * Maintain and drive strong process and policy adherence. Ensure proper procedures and backup plans are in place to maintain service delivery * Recognize re-occurring problems; lead brainstorming meetings, suggest and implement process improvements, in conjunction with staff and other departments * Work with overseas Team Leads and Project Manager to train staff on new tools and products developed by senior engineering teams in DC and Amsterdam * Monitor quality and timeliness of team's deliverables to clients through ad-hoc audits * Document and update policies and procedures in Wikipedia * Develop and report departmental metrics weekly * Maintain personal technical competency level of Managed Hosting datacenter implementations, toolsets, and technologies (including the Blackboard Academic applications), suitable to clearly understand customer issues and facilitate effective resolution * Undertake departmental projects as assigned
Required Experience
Essential Skills, Experience and Education:
* Bachelor's degree in Computer Science, Management Information Systems or other related field * 3+ years managing technical teams * 3-5 years technical experience with Linux system administration, and/or enterprise level web based application technologies * Experience managing or working with 24x7 teams required * Experience managing overseas resources preferred * Extremely quality conscious and attention to detail in handling, tracking and documenting technical issues * Ability to meet deadlines, multitask and work in a fast paced environment is critical * Effectively prioritizes workload with minimal direction * Some international travel required, must have valid passport
Job Location Chantilly, VA, US. Position Type Full-Time/Regular
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