Program Manager
Zeta
CloudITSMPMP
IT Technical Operations Manager
Blue Mantis
full-time
Posted on:
Location Type: Office
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $195,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudPMPSQLSwitching
About the role
- Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
- Serve as Incident Manager during critical outages and act as the primary escalation point for customer issues.
- Oversee ITIL processes including event, incident, change, and problem management.
- Monitor and analyze key performance indicators (KPIs) for internal teams and customer outcomes; implement improvements.
- Provide guidance, mentorship, training, and support to the IT team; establish clear objectives and priorities.
- Collaborate with departments and managers to develop effective solutions for IT problems and ensure cross-functional alignment.
- Be on call and available during assigned shifts; work nontraditional hours, nights, weekends, and major holidays as required.
- Identify and implement process improvements and opportunities for automation to enhance operational effectiveness.
- Communicate effectively with customer managers, directors, and top-tier executives and continuously reprioritize responsibilities.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Proven experience as a Technical Engineer with expertise in server and network management.
- Extensive experience in managing technical teams with a strong track record of leadership.
- Deep understanding of ITIL processes including event, incident, change, and problem management.
- Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
- Strong analytical skills with experience in monitoring and improving KPIs.
- Proficiency in context switching between different technologies and customer requirements / emergencies based on priority.
- Adept at managing multiple priorities and deadlines in a dynamic environment.
- Ability to work nights/weekends during the regular season schedule along with major holidays.
- Ability to regularly work nontraditional hours and be on call during assigned shifts.
- Preferred: Certifications in ITIL, PMP, or related fields.
- Preferred: Technical Certifications in networking, server or cloud.
- Preferred: Technical background in SQL Server.
- Preferred: Experience with advanced monitoring tools and systems.
- Preferred: Experience working in a complex, multisite environment and implementing IT process improvements.
Benefits
- Join our team and leverage your technical expertise and leadership skills to drive operational excellence and customer satisfaction.
- We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
server managementnetwork managementITIL processesevent managementincident managementchange managementproblem managementKPI monitoringprocess improvementautomation
Soft skills
leadershipcommunicationanalytical skillsmentorshipcollaborationprioritizationadaptabilitycustomer interactionteam guidancetime management
Certifications
ITILPMPnetworking certificationserver certificationcloud certification
