Friday, September 25, 2020

Manager, IT Support Services - Princeton, NJ

Manager, IT Support Services
Active - Regular full-time
Princeton, NJ, US
Requisition ID: 1095

TRAC Intermodal ( is looking for an IT Support Services Manager which will be a critical role in our Product and Technology organization, serving as a thought leader in measuring our overall production health and acting as a driver for a higher level of quality through transparency to the client experience. This position acts as a servant leader removing barriers enabling the team to focus on their missions to unlock value for customers and our business. This position requires a dedication to achieve exceptional results, a strong desire for continuous improvement, the ability to lead strategic initiatives, and a commitment to building a collaborative, customer-focused, outcome-oriented culture across the team.

Essential Responsibilities/Duties/Functions/Tasks:
  • Directly manage and grow the IT Support Services team
  • Develop/refine a strategy for determining the overall health of our applications
  • Own the observability platforms that enable our teams to execute on that strategy
  • Participate in and lead sessions to improve our approach to alerting, making those alerts more actionable
  • Improve our paging paradigm to reduce unnecessary pages and improve overall incident resolution
  • Lead efforts to improve adoption of monitoring solutions by Product Teams
  • Manage dependencies across product teams / business
  • Develop and implement measurable continuous improvement plans
  • Develop team member skill sets that are broad and/or deep as the business demands and the leadership capabilities of team members
  • Facilitate longer-term career plans with each member of the team, and find opportunities for team members to fulfill their goals
  • Nourish a collaborative, inclusive environment where the sharing of ideas and open and honest feedback flourishes

Required Qualifications:
  • Bachelor's degree or equivalent experience in a computer science, engineering, technology related field
  • Minimum 5 -7 years in monitoring applications in a highly available hybrid (on-prem, cloud) environment
  • Proven history of managing a team with core competencies currently present in the organization
  • Experience directly managing engineers in a remote DevOps environment
  • Experience with common telemetry platforms required (APM, Log aggregation, Browser Experience, Alerting/Paging)
  • Demonstrated ability to think critically to help design and implement monitoring tools that will provide transparency to applications' state, history, and trends
  • Demonstrated ability to effectively communicate details of complex issues to stakeholders, business and technical users

Preferred Qualifications:
  • Strong execution ability, focused on driving quality into every outcome
  • A superior communicator with an affinity for comprehending and presenting risk vs reward related to change
  • Steadfast in your desire for production stability, security and team enablement
  • Always curious about current market and technology trends, able to adapt accordingly
  • At ease working at all levels of the organization

  • ITIL 4 Foundation
  • DevOps Institute – SRE Foundation (SREF)
  • Microsoft Certified: Azure Administrator Expert
  • Microsoft Certified: DevOps Engineer Expert

Apply here: