Technical Operations Manager
Zensar Technologies - Dallas, TX

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Job Descriptions:
Zensar provides innovative Infrastructure Management solutions that enable leading companies worldwide to optimize, secure, manage and support their mission-critical infrastructure. As an independent advisor, Zensar partners with customers to deliver solutions that improve the availability, reliability and performance of their data center, network and security infrastructure. Using its multi-shore capabilities, Zensar combines expert consulting, integration and support services with world-class customer service to help IT organizations reduce costs, increase efficiencies and manage risk in the data center.

Zensar is seeking a dynamic services leader to manage a single global multi-tiered client engagement, providing oversight to the company’s firewall operations. This will include Juniper, Check Point and Palo Alto firewall technologies. This position will require that three firewall data center locations be managed, including Dallas, TX, Washington, DC and Singapore.

The Technical Operations Manager (Firewall) requires local presence on a regular basis in support of daily operations meeting contracted Service and Support SLAs. The Technical Operations Manager, will be directly managing daily operations and will also be the primary contact for customer communications including on-line and regular reporting of infrastructure firewall support services.

Key job responsibilities:
  • Responsible for managing firewall operation team and the firewall managed service to customer; 24X7 environment, highly sensitive environment
  • Responsible for overall Managed Services monitoring solution and performance as it relates to the firewall environment
  • Assist in coordination/Liaison with client and 3rd party vendor and support teams; help develop, maintain and update operational runbook and processes
  • Manage ongoing growth related projects and process and business improvements
  • Implement metrics and report automation in supported environments
Automate daily, weekly and monthly status reports and executive summary reports to share with customer

  • Automate capacity and trend reports for each firewall environment
Manages problem management team and drives resolutions and controls working with other infrastructure teams, both within customer, internal to Zensar and vendors

  • Manages escalations and approvals for change management
  • Leads outage management calls to minimize firewall downtime
  • Drives efficiencies both in IT and the business through automation and operational excellence
  • Manage Transition to Production activities with the various business unit, while also leveraging Zensar backend support services
  • Manage Contract between Zensar and client, primary contributor to governance.
  • Manage ongoing growth related projects and process and business improvements
  • Provide customized monitoring and operational (SLA) reports (on-line including dashboard, daily, weekly, monthly, quarterly), conduct trend analysis and provide input for root cause analysis, make recommendations to improve performance of the firewall environment.
Required Experience:

  • B.S. degree in Information Technology, or other technical discipline. Job experience considered.
  • Able to multi-task, triage, and prioritize while maintaining attention to detail
  • Reliable and able to meet deadlines
  • Team player who communicates & collaborates well with customers, IT shared services teams, and vendor partners
  • Experience managing operations for Financial organization (preferred)
  • Experience leading availability and performance improvements
Desired Characteristics

  • Minimum of 4 years’ experience in managing production platform support and operations, specifically firewall environments
  • Effective interpersonal skills with the ability to work across multiple groups, levels in the organization in a matrix model
  • Self-starter that demonstrates initiative and ability to work independently
  • Management or technical operations experience within financial services
Keyword: management, firewall engineer
From: Zensar Technologies

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Zensar Technologies is a global information technology services and business process outsourcer headquartered in Pune, India. It is a...