Senior Manager Managed Services & Platforms (Markham, ON) -
Description BlackIron Data, a Rogers Company is seeking a Senior Manager, Manager Services and Platforms for the overall management, organization and smooth functioning of the Managed Services (Managed Server Administration & Managed Network Services) and Platforms. The role requires good administration skills as well as a solid understanding of the Managed Services offerings, Enterprise Storage, and Cloud platforms.
Typical Responsibilities:
- Manage, direct and motivate the MS and Platforms teams
- Ensure each team is focused on efficiency through process and the customer experience
- Oversee and approve organization and delegation of workload to Managers
- Ensure focus on Quality Improvement initiatives using available KPIs
- Ensure all team members have the appropriate training and skill sets to manage Customer and overall Platform issues
- Manage various platform and 3rd Party vendors consistent with operating agreements
- Conduct regular vendor performance reviews to established service levels
- Ensure all staff are current with platform updates, vendor certifications, etc.
- Identify core and strategic training opportunities
- Ensure highest level response time for customer escalations
- Serve as an escalation point for difficult customers; assist Managers in resolving problems escalated from other areas of the company, resolve escalated issues from the Managers in each functional area
- Work closely with NOCC on escalation processes
- 3+ years of Managed Services and / or platform management .
- 4+ years of management experience, managing teams
- Vendor Certifications in VMWare, Commvault, Fortinet, UTM9, CISO
- Standards Certification (PMI, ITIL or similar)
- Post Secondary College education (Certificate/Diploma) in Telecommunications, Computer Science, IT, Networking or equivalent
- Post Secondary University education (Bachelors) in Telecommunications, Computer Science, IT, Networking or equivalent.
- Post Secondary education in Management and/or equivalent preferred
Rogers is an Equal Opportunity Employer
The future is exciting and Rogers is leading the way.
Canadians count on Rogers to keep them in touch with those who matter most to them whether at their desk, on the couch, or on the go. As Canadas telecommunications leader, we keep everyone informed, connected and entertained, with our exciting array of products and services. Our drive to provide the latest and most innovative products ensures that our customers enjoy unmatched convenience, reliability, and flexibility. Rogers continues to set the pace by investing in our networks, platforms, products and people. Are you ready for a high-energy career that feeds your enthusiasm? Join us now.
