Columbus 24/7 Data Center Operations Lead

sghcorp.com; Georgia; On-site; USD 95,000 - 118,000; Full time

Benefits offered by this job

Bonus eligible

Medical, dental, and vision benefits

401(k) plan

Paid time off

Life Insurance

Job summary

Penguin Solutions is seeking a Technical Operations Manager to lead a 24x7 Data Center Technician team onsite at the Columbus, Georgia data center. You will translate client needs into technical roadmaps and ensure uptime and performance aligned with client objectives.

You will conduct reviews, drive SLAs/KPIs, monitor operations, and maintain metrics while building strong client relationships and coordinating with cross-functional teams to deliver reliable IT infrastructure for enterprise and

Qualifications

• BS IT Management, Computer Science or similar; or equivalent education and experience.
• Experience managing a Customer Support Desk.
• 3+ years of technical operations management.
• 2+ years of project management.
• 4+ years interfacing with customers, including executive-level interactions.
• Experience working with hyperscalers, enterprise companies and/or federal and state government.
• Technical industry experience.
• Jira / Bitbucket or similar experience.
• Skilled at working with technical break/fix resources.
• Experience influencing cross-functional teams.
• Ability to align, motivate and lead a team including creating accountability.
• Comfortable running presentations, both remote and onsite, with internal and external senior leaders and team members.
• Be flexible and able to function in a high growth environment.

Responsibilities

• Efficiently run a 24x7 Data Center Technician team.
• Ensure customer satisfaction, measured by both qualitative and quantitative measures.
• Conduct Monthly Operational Reviews / Quarterly Business Reviews.
• Provide Technical Roadmap Development.
• Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
• Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth.
• Develop and maintain technical operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.
• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters.
• Drive technical updates, outages, incidents and technical requests, maintaining clear and effective communication.
• Partner with other technical resources/Develop standards for the Services organization utilizing best practices.
• Maintain a professional and friendly demeanor at all times.
• Exhibit patience and empathy when dealing with challenging situations.
• Record customer interactions and relevant information in our CRM system, ensuring incidents and outages are well documented.

Skills

Customer support management

Project management

Executive stakeholder engagement

Cross-functional collaboration

Jira/Bitbucket

Technical operations leadership

Education

BS IT Management, Computer Science or similar

Tools

Jira/Bitbucket

Job description

Penguin Solutions is seeking a Technical Operations Manager to lead a 24x7 Data Center Technician team onsite at the Columbus, Georgia data center. You will translate client needs into technical roadmaps and ensure uptime and performance aligned with client objectives.

You will conduct reviews, drive SLAs/KPIs, monitor operations, and maintain metrics while building strong client relationships and coordinating with cross-functional teams to deliver reliable IT infrastructure for enterprise and