Technical Operations Manager
Discovery Communications, Inc. - Silver Spring, MD

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The Technical Operations Manager partners with Discovery Education’s Implementation team and strategic accounts to evaluate, manage, and drive to completion deep technical integration projects in support of each customer’s goals. The Technical Operations Manager ensures broad classroom usage by enabling customized access to Discovery Education, and removing potential barriers to use. Typical integrations include LDAP, SAML, customized SSO, metadata, and bulk import.

The Technical Operations Manager will manage high level support and account issues, as well as custom projects.


Identify and analyze integration options

1. Partner with the Directors, Implementation and their teams to identify potential areas of integration for assigned accounts

2. Working with CIOs, Directors of Technology, and Technology specialists at assigned accounts, lead analysis to determine the optimal path and level of effort for technical integrations

3. Communicate preferred integration options internally and with key customer stakeholders

4. As needed, work consultatively with the potential partners as well as the Systems and Product Development teams to determine feasibility new and complex integrations

Plan and execute deep and effective integrations

1. Manage day-to-day communications with key technical customer stakeholders

2. Establish a workplan, including timelines and regular checkpoints, for completion of identified projects

3. Provide regular status updates to internal and external stakeholders

4. Ensure appropriate level of engagement and timeliness from customer contacts responsible for delivering data or details toward project completion

5. Enroll and prioritize workload with internal resources required to complete integrations

6. Provide project management to drive timely and effective completion of technical integrations, including rapid escalation of potential issues

7. Test completed integrations with customer staff, and communicate completion to internal and external stakeholders


1. Work with customers to troubleshoot and solve software product issues, server, hardware, and network issues that negatively impact product performance

2. Build, maintain, and strengthen relationships with all key technical contacts within assigned accounts

3. Manage progress and priority for issues escalated to development team

4. Document and communicate resolutions and known issues to external and internal customers

5. Partner with Product Development to drive enhancements to DE services, as well as the bulk import, SSO, and metadata processes


Must have experience working with external vendors to analyze and manage custom technical integrations

* Bachelor’s degree in Business, Computer Science or similar required

* 6-8 years technical customer management experience

* Strong technical troubleshooting skills for software, hardware, and related network elements

* Experience with LDAP, SAML, and other SSO protocols

* Demonstrated experience working with external partners to successfully implement customer facing technical integrations

* Superior communication skills, and the ability to effectively communicate across all levels of an organization

* Strong PC skills, with a high level of proficiency in Excel, Word, and Access

* Detail-oriented and able to complete projects with little or no direction

* Ability to manage multiple projects and activities, and prioritize workload

* Must be proactive and excel in a fast-paced, multi-tasking environment with excellent problem-solving skills

* Must have the legal right to work in the United States

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