## **DESCRIPTION**

You typically manage manager(s), and/or a team that resolves complex operational problems. You determine when and how to use inspection mechanisms to manage your team(s)’ deliverables; you use high judgment to dive deep as needed. You manage competing priorities effectively. You educate customers and other teams on relevant policy compliance. You may contribute to policy development. You are learning a strategic approach to hiring. You are able to effectively manage performance, coach for development and promote people within your team. You are learning to build and structure your teams and ensure the right people are in place. You lead collaboration across diverse group and evangelize our Leadership Principles. You may influence cross-functional teams (e.g., that overlap in business and/or technology areas) and proactively manage customer and peer engagement. You are learning to think strategically and understand your team(s)’ role in contributing to your organization’s strategy. You devise goals and initiatives for your team to align to this strategy. You contribute to strategic initiatives and planning, (e.g. workforce structure, service or customer-driven changes), and may have input into OP1/OP2.

You are learning to navigate complex business problems and the impact these may have on your team(s)’ delivery. You build relationships and are able to influence vendors and external partners and effectively work with partner teams to identify and resolve complex operational problems. You protect your team from being over-committed by managing priorities and making appropriate trade-offs; short-term vs long-term; you are able to mitigate long-term risks and manage most escalations. You are able to create a sustainable on call rotation. You are able to identify when a decision is a one-way door, and empower your managers to make two-way door decisions.

You establish mechanisms and measures to identify operational issues and process inefficiencies. You drive cross-team continuous improvement activities to resolve at root cause. You lead your team(s) through postmortems and documentation of outage impacts, and are accountable for COEs.

## **BASIC QUALIFICATIONS**

• Knowledge of networking and desktop technology and proven methods for providing innovative solutions to customers
• 5+ years of technical team management experience
• Experience in technical team management
• Experience in IT Infrastructure Operations, IT Service Management or IT Business Operations
• Bachelor's degree or equivalent

## **PREFERRED QUALIFICATIONS**

• Master of Business Administration, or Master's degree in a technical field
• Knowledge of core internet technologies, including DHCP, DNS, mail transport, TCP/IP, and network file systems
• Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle
• Experience with service delivery and service level management

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