Manager, IT Operations
iCore Networks - McLean, VA

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Responsible for building and managing production data center type services for iCore’s technical architecture and for providing a secure and stable production processing environment, including performance tuning, capacity planning, virtualization, and support. Helps ensure major enterprise applications operate smoothly and optimize productivity for key users.

  • Manage desktop customer satisfaction; providing help desk services, technical assistance, and on-site client visits when necessary; procuring PC and PC-related hardware and software; and installing, upgrading, and relocating PC and PC-related hardware and software. Desktop PC hardware and software (operating systems, systems management, basic application software including business applications, e-mail, etc.) – Local Area Network and LAN services (file, print, database, fax, messaging) –

    acquisition and installation services –

    maintenance support (hardware and software) –

    PC training and customer service –

    coordinated support for WAN operations –

    vendor management and negotiations experience in development of effective partnerships with vendors

  • Build, develop, and manage the operations of iCore’s servers, providing a high-quality cost-effective processing environment that contributes to achieving corporate business goals, including: – Windows Server and Linux OS –

    database management –

    storage management –

    acquisition services –

    maintenance support –

    vendor management and negotiations

  • Production support: Enable enterprise applications to operate smoothly and optimize productivity for key users; ensure systems availability and a stable production processing environment through the development and implementation of procedures and controls; provide a strategic and long-term direction; provide system support for corporate production/development
  • Backup processing: Ensure complete backups of corporate data on LAN platforms operate flawlessly; manage cross-platform storage administration function; design and implement backup systems to maximize recoverability and reduce human intervention and margin of error; ensure data availability and recoverability, including disaster recovery capabilities
  • Application support: Assist application developers and provide an efficient and stable production environment that maximizes resource utilization while minimizing client impact; conduct application reviews and provide technical resources to application developers; develop and implement standards and procedures for job turnover to ensure system integrity; equip staff with the tools and procedures needed to perform job monitoring and problem resolution; provide insight into application tuning considerations; analyze processes and recommend solutions
  • Performance and capacity management: Ensure sufficient capacity at all times and provide a well-tuned production application environment; conduct performance reviews on LAN platforms and implement tuning changes to maximize system utilization; perform capacity planning studies to trend system usage and work closely with application developers to understand future requirements; develop long-range plans, recommend solutions, and participate in the annual budgeting process
  • Long-term strategic planning: Identify and implement technologies and processes that improve the reliability, efficiency, and availability of the production environment; participate in corporate strategic and tactical planning processes; keep abreast of new technologies in the LAN and server environments
  • Disaster recovery: Provide recovery capability for the enterprise environment in the event of disaster; provide disaster recovery planning and testing services; document procedures, verify software/hardware availability, and schedule and conduct periodic tests on each platform; facilitate application disaster recovery testing
  • Problem resolution: Supplement other corporate resources by making staff readily available to handle LAN and other support issues when needed; ensure that staff maintains problem resolution data in the call management system (help desk) and that problems are resolved within published service-level guidelines; help ensure consistent quality service is provided to clients
  • Establish concise and measurable organizational goals that are consistent in supporting corporate objectives
  • Define and monitor multiple project priorities
  • Ensure appropriate management is apprised of the operational status of all systems
  • Develop and manage effective service-level expectations and agreements
  • Develop and monitor operating budget
  • Provide consultation and support (business and technical) to users and other technical units
Required Skills
  • Demonstrated ability to define, prioritize, schedule, and monitor operation of a 24x7 computer and network control environment
  • Strong analytical and problem-solving skills
  • Strong customer orientation; ability to establish and develop in the computing department a knowledge of and concern for users’ business needs, thereby creating a high level of user trust and confidence
  • Budget and project management process experience spanning small to large projects in a cross-functional environment
  • Planning and goal setting at macro and micro levels
  • Ability to foster teamwork and interdepartmental communications
  • Effective interpersonal and communications skills
  • Strong vendor management skills
  • Ability to manage and perform hands-on work
  • Required: Strong background with Microsoft Windows Server 2003/08, Active Directory, Exchange Server 2003/2010, as well as VMware and Salesforce.
  • Desired: Experience with Microsoft OCS 2007, Lync Server 2010, Sharepoint.
Required Experience
  • Bachelor’s degree in Computer Science, Engineering, or related discipline; equivalent experience acceptable
  • At least three to five years of experience managing a production data center enterprise or supporting a major operating system in a full-scale production environment
  • Management experience is important, as is experience as project leader or senior member of successful project teams
  • Strong project management background and ability to manage multiple projects and priorities

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