The Senior Manager, IT Operations leads a team to provide the readiness, implementation, and documentation of technical services and systems across the QTS IT Infrastructure. The IT Operations Support Manager coordinates all efforts of QTS’s Level 1 through 3 technical organization to ensure that services are delivered within agreed-upon scope and ensures that client satisfaction meets or exceeds QTS operational excellence goals. This includes key metrics and KPI’s such as, reduction in incident escalations to Level 4 engineering teams, and assisting our on-call Level 4 engineering support teams, MTTR, incident frequency, and operational risk indicators.

The key purpose of this role is to work with Engineering and QA teams to ensure that QTS IT Systems are designed for supportability and are properly documented to aid with onboarding new employees and provide optimal management and support processes to continually improve customer experience. The IT Operations team will assist with the implementation, lead the documentation effort, and train the Support team on the systems. This team will also serve as the first escalation point with these systems. The IT Operations team will also work though a backlog of systems already implemented and provide the same services. This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic IT service provider environment.  Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations in a Global Data Center company.

RESPONSIBILITIES, other duties may be assigned.

• Provide vision and senior leadership for the Operations Engineering organization, including setting long‑term strategies, priorities, and operating models aligned with business objectives.
• Establish a strong culture of accountability, reliability, and continuous improvement.
• Own the operational reliability and readiness of critical systems, platforms, and services across a global or multi‑site environment.
• Partner with Engineering and Operations teams to transition services from build to run with clear ownership, documentation, and support models.
• Drive shift‑left initiatives and reduce operational toil through engineering‑led improvements and automation.
• Ensure network and systems are operating sufficiently to deliver quality services.
• Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished.
• Assists in developing documentation and knowledge base articles and procedures to ensure quality assurance, reviews support processes and regulatory adherence. 
• Administers staff performance management and career development activities.
• Provide support as required to Customers, IT Operations teams, and business stakeholders.
• Reports department/ functional area progress on initiatives to IT Senior Management.
• Manage required documentation and refine processes needed to support the team and enterprise.
• Performs compliance controls testing, remediation and certification as requested. 

BASIC QUALIFICATIONS

• Bachelor’s degree preferred in Computer Science, Engineering or related field or equivalent professional experience.
• 7+ years of progressive IT experience, including 5+ years of people management.
• Five or more years of experience with network/systems technologies such as Cisco/Juniper routers and switches, F5 load balancers, Kubernetes, VMware, Windows Server 20XX and Linux operating systems and patch management tools.
• Experience with automation, monitoring/observability platforms, and operational analytics.
• US Citizenship for this position is required by law due to federal customer contracts.

PREFERRED QUALIFICATIONS

• Five or more years of experience working in data center, NOC, or managed services environment. 
• Two or more years of experience working with ServiceNow or other ticketing software.  
• One or more years of experience with change and/or incident management 
• ITIL Foundations certification.
• Experience implementing Operational Excellence framework in a technology organization. 

KNOWLEDGE, SKILLS AND ABILITIES

• Strategic thinking with strong execution discipline.
• Capability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
• Superior communication skills in working with technical and non-technical people and the ability to develop and maintain colla