Infrastructure Support and Operations Manager job vacancy

Vacancy expired!

Title: Infrastructure Support and Operations Manager

Location: Redwood Shores, CA, United States

Description:Role Responsibilities:

Organization:Reports to the SVP of InfrastructureWorks alongside Infrastructure deployment Level 2 Sys Admin teamManages a remote support Level 1 team in India Support-Related:Manage a team of off-shore (India) Level 1 Support Desk staff including an India-based L1 staff leadResponsible for maintaining Support Desk processes and developing and enhancing processes as it pertains to:internal escalation to internal Level 2 teamsinternal escalation to internal Analytics and DevOps teamsexternal escalation to customer IT, camera integrators, and third-party hardware providers (e.g. Dell Support)proper notification to customersResponsible for ensuring that customer SLA’s for incident response, update, and resolution are successfully met (i.e. consistently and with urgency)Responsible for reviewing shift pass-downs, daily resolution throughput, and other shift-related metricsResponsible for managing the Level 1 24x7x365 shift schedules and coordinating the availability of Level 2 SysAdminsIdentify, develop and/or coordinate with Level2 and DevOps the creation and maintenance of support run-booksManage and maintain the configuration and functionality of the Support Desk softwareDevelop, produce, and present per-customer SLA and Support Desk performance reports either via the built-in Analytics function or developing visualizations and reports outside of the Support Desk softwareResponsible for all hardware, software telemetry, and process monitoringEnsuring that all deployments are fully monitoredEnsuring that the Level 1 teams are properly responding to internal monitoring incidentsAssessing the viability of current monitoring products or working with Engineering to produce the needed telemetry to properly monitor the processing environment and meta data delivery to Analytics Operations-Related:Camera provisioning-related:Coordinate and manage all camera assessments and placement planning for all customer proposals and deploymentsCoordinate and manage all camera walkthroughs, deployment coordination, installation and view validation with customer’s camera integratorCoordinate and manage all camera onboarding, camera validation, and camera processing definitions in the software for customer deploymentsCamera support-related:Performing camera assessments and providing camera placement plans to support customer deploymentsMonitoring, reporting, and coordinating uptime of customer-owned cameras to ensure that solution can produce the required analytics for the customerProviding camera downtime, visibility, and resolution tracking reports to key customersManage the Development Test Bench Environment:Manage and maintain all testbench server targetsManage and maintain all testbench cameras Role Requirements:

10+ years of IT experience overall, with 3+ years of experience in leading support or IT teamsExperience with supporting internal software development teamsLinux (Ubuntu) hands-on command-line experience.Deep understanding of server hardware. Experience with GPU-based hardware is a plus.Deep understanding of camera hardware, camera fundamentals, camera installation and supportExperience with managing remote teams, global customers, and global internal teamsExperience with deploying and coordinating with customer IT teams and third-party vendors

Vacancy expired!

ID	#20185174
State	California
City	Redwoodcity
Job type	Permanent
Salary	USD Depends on Experience Depends on Experience
Source	Intelliswift Software Inc
Showed	2021-09-24
Date	2021-09-17
Deadline	2021-11-15
Category	Et cetera
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Job Details

Infrastructure Support and Operations Manager

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