Technical Operations Manager

4 weeks ago

Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Title: Technical Operations Manager

At NetApp, we're seeking a highly skilled Technical Operations Manager to join our team. As a Technical Operations Manager, you will be responsible for leading a team of talented engineers to deliver exceptional customer service and outcomes. Your primary focus will be on reviewing the team's work demands and support requests, prioritizing them, and ensuring timely responses to customers.

Key Responsibilities:

  • Lead a team of engineers to deliver high-quality customer service and outcomes.
  • Review and prioritize the team's work demands and support requests.
  • Ensure customer issues are responded to within SLA timeframes through staff training, queue management, and resource allocation.
  • Project manage major operational tasks, such as cluster migrations and fleet-wide upgrades.
  • Participate in customer calls related to major operations management.
  • Manage conflicting fleet-wide operations to eliminate risk.
  • Ensure defined processes and procedures are adhered to.
  • Manage shift rostering and participate in Level 3 on-call roster.
  • Maintain an understanding of product offerings and Instaclustr systems.
  • Provide training to new team members and customers on TechOps and Instaclustr operational procedures.

Requirements:

  • 8+ years of experience in operations, with a focus on technical operations.
  • Exceptional communication skills in written and verbal English.
  • Ability to perform as a Major Incident Manager.
  • Demonstrated experience in managing teams in challenging environments.
  • Previous system administration and/or programming experience is preferred.
  • Demonstrated ability to multitask.

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