Senior Support Operations Manager - SLA & Incident Lead

DataBank; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, Vision and Dental Insurance

Short-Term and Long-Term Disability

Life Insurance

401k with company match

Paid Time Off and Holidays

Job summary

DataBank Holdings Ltd. in Dallas, TX, seeks a Manager, Support Operations to lead the Managed Services team and drive world-class customer service.

You will guide incident response, establish support processes, and ensure SLA adherence across a diverse server and network environment. Ideal candidates have strong communication, at least 3 years of management experience, and 10+ years in IT, with hands-on experience in web services, Windows/Linux, and VMware.

Qualifications

• Minimum 3 years management experience.
• 10+ years’ experience in the Information Technology field.
• 2+ years’ experience supporting Web Services such as Apache, IIS or NGINX.
• Minimum 5 years’ experience administering Windows and/or Linux operating systems in an enterprise environment.
• Minimum 5 years’ experience in network administration including WAN, LAN, DNS and DHCP.
• Strong working knowledge of TCP/IP, DNS and DHCP.
• Working knowledge of MS SQL and MySQL databases.
• Experience with backup/BC software such as Veeam, Commvault, Zerto or Actifio.
• Experience with VMware vCenter and Cloud Director.
• Experience with load-balancing and traffic management technologies.
• Hands on experience with Network monitoring tools; ScienceLogic a plus.
• Pharmaceutical? not applicable.

Responsibilities

• Manage the Support Operations Technical Engineers and provide direction to meet team goals.
• Develop strategy for focused support service.
• Ensure team meets customer and departmental SLAs and OLAs.
• Provide prompt support for incidents raised via DataBank portal or phone.
• Create and evaluate weekly/monthly reports on response times and CSAT.
• Escalate across support tiers and other DataBank teams as needed.
• Oversee OS patching and scheduling tasks; decommissioning of systems.
• Evaluate workflows to improve processes and efficiencies.
• Provide escalation for customer escalations.
• Ensure customer satisfaction with fast initial response times.
• Oversee onboarding/offboarding and career development for team members.
• Act as Incident Commander for critical events with clear communication.

Skills

Leadership

Customer service

Communication

Team management

Network administration

VMware vCenter

Load balancing

Incident management

Documentation

Tools

Apache

IIS

NGINX

VMware vCenter

Cloud Director

ScienceLogic

Job description

DataBank Holdings Ltd. in Dallas, TX, seeks a Manager, Support Operations to lead the Managed Services team and drive world-class customer service.

You will guide incident response, establish support processes, and ensure SLA adherence across a diverse server and network environment. Ideal candidates have strong communication, at least 3 years of management experience, and 10+ years in IT, with hands-on experience in web services, Windows/Linux, and VMware.