Active - Regular full-time
Princeton, NJ, US
Requisition ID: 1095
Summary:
TRAC Intermodal (https://www.tracintermodal.com) 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
Certifications:
- ITIL 4 Foundation
- DevOps Institute – SRE Foundation (SREF)
- Microsoft Certified: Azure Administrator Expert
- Microsoft Certified: DevOps Engineer Expert
Apply here: https://bit.ly/35V5Hr2