Senior Manager, Technical Operations
Bedford, MA

Job Description

Job ID R61852 Date posted Jul. 05, 2019

Sr. Manager, SaaS Technical Operations

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company - we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can't wait for you to discover this for yourself as a Senior Manager, SaaS Technical Operations on our team in Beford, MA.

RSA Security is looking for a proven, technical Sr. Manager to lead the future state of its expanding SaaS Operations Team. You and your global team will have the opportunity to shape and execute a strategy to build and manage our SaaS Technical Operations services portfolio (including networking, servers, storage, data center infrastructure, and public cloud). You must possess customer facing skills that enable you to represent SaaS Operations' infrastructure environment and drive discussions with senior personnel regarding incident management, resource planning, audit controls, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available within RSA's SaaS Operations services.

As a Sr. Manager, you will be the primary point of contact for your team, helping to plan, debug, and oversee ongoing operations of 24/7 mission critical services. You will lead your team of network, server and storage experts to ensure we meet customer SLAs and provide stability for the business. You will get your hands dirty, leading day to day activities and resource planning. As needed, you will lead troubleshooting of application, network, database, and architectural challenges using the expertise of your team. You will work together with product management and your global support team on opportunities to improve your customers' experience. You will work across the organization to ensure our infrastructure is well designed and scales to the needs of the mission critical services we provide to our customers.

* Ensure proper design, stability and support levels of customer-facing Production, HA, DR and UAT infrastructure
* Troubleshoot technical issues and drive issue escalation with R&D, QA, Customer Support, SaaS Operations resources and external vendors where appropriate
* Assist in Design/Architecture of co-located infrastructure, hybrid cloud, and public cloud solutions
* Match database and storage architecture and technologies to provide maximum application performance
* Complete environmental analysis and present periodic reviews of operational performance to management and customer leadership as necessary
* Participate in customer requested meetings
* Champion and advocate for customer requirements within SaaS Operations
* Partner with Security Operations and compliance to complete regulatory and customer audits
* Adhere to strict change management process and operational procedural excellence to protect the service environment at all costs
* Participate in architectural discussions to ensure solutions are designed to meet or exceed best practices and audit requirements
* Maintain database environment and monitoring systems to ensure data integrity & availability
* Plan and adhere to large CAPEX/OPEX budgets
* Ensure maintenance of documentation for new and existing environments
* Build/maintain strong relationships with vendors (HW, data center, Telco, 3rd party SW, Public Cloud)
* Work with the Compliance and Risk Management teams to determine applicable compliance requirements and work to ensure full compliance (PCI, SOC2, Verified by Visa / 3DS)
* Build a team structure that empowers and supports the growth of its members, and provides RSA SaaS Operations capable, best-in-class technical resources

Basic Qualifications

* Bachelor's Degree in Computer Science, Math, or related discipline required or equivalent work experience
* 8+ years of progressive growth in Infrastructure management
* 5+ years of managing globally dispersed teams of 10 or more
* 5+ years of managing large, multi-site data center or Colo environments
* 5+ years of experience in Private / Public cloud services support
* 5+ years managing Systems teams (Linux, Solaris, Windows, AD)
* 5+ years managing Networking teams (WAN, LAN, Cisco, F5)
* 3+ years managing Storage teams (preferably EMC)
* Experience with AWS / Azure service offerings.
* Knowledge of ITIL processes and demonstrated practice in this area
* Previous history working with or managing a highly transactional OLTP database environment (preferably Oracle and MSSQL)
* Experience managing virtualized environments and private clouds (VMware)
* Demonstrated history and knowledge of managing HA and disaster recovery solutions
* Demonstrated history of remotely managing "Lights-out" data center environments
* Previous history working with multi-million dollar CAPEX budgets, including forecasting / trending / product cost allocation
* Exceptional customer focus and bias for action
* High level of comfort communicating effectively across internal and external organizations
* Incident management and drive to resolution (Problem management and Root Cause Analysis)
* Excellent oral and written communication skills

Deep experience in the following areas:

* Operations Management
* Change Management
* Security Practices and Regulatory
* Public Cloud Management and migration (Azure, AWS)
* Service Oriented Architecture

Preferred Qualifications

* Previous customer facing experience as a technical lead
* Minimal travel required

Competitive salary

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

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