What are the responsibilities and job description for the Manager, Cloud Support position at FirstLight?
Job Details
Job Description
FirstLight Fiber is seeking an experienced Manager of Support to join our Operations team.
Cloud and Monitoring Support Manager
SUMMARY:
Our Operations team is more than a traditional IT organization. We are a team of passionate, collaborative, inventive, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive FirstLight and our customers forward. We anticipate the needs of our customers and FirstLight business partners and deliver reliable, customer-centric technology services.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage a team of 24/7 system administrators responsible for the operation of multi-site data centers and customer owned / premise-based monitoring platforms (primarily Solarwinds and CheckMK)
- Work collaboratively with system administrators and customers on service management, monitoring, maintenance, and repair concerns
- Coordination of activities with the Service Delivery team, including statement of work evaluation, customer onboarding, and setup
- Participate in project planning and execution; lead efforts to resolve key project conflicts and establish appropriate resolution paths
- Evaluate team practices, identify opportunities for improvement, and execute well thought out plans for their achievement
- Maintain a productive and collaborative work environment
QUALIFICATIONS, KNOWLEDGE, and SKILLS:
- Passionate manager who is excited about support operations and loves leading teams to peak performance (Required)
- Experience as a senior systems administrator, most preferably with experience or certification in public and private cloud (Required)
- 7-10 years experience in IT, of which at least 2 years should be in a program management/team lead role (Required)
- VMware Certified Professional certification
- SAN certificate
- Familiarity with one or more supported monitoring platforms
- Excited to learn new technologies and are always challenging the status quo (Required)
- Expert track record of developing and delivering problem solving solutions (Required)
- An above level understanding of program management and project management, with demonstrable skills in program and project management tools and methodologies
- A solid understanding of IT Finance and preferably in cloud economics
- Strong relationship development and management experience (Required)
- Ability to understand changing priorities and to act quickly and pivot from one task to another seamlessly
- Investment in your team, helping them develop new skills, and promote advancement (Required)
EDUCATION:
- Bachelor s degree or equivalent experience
BENEFITS:
- 401(k) matching
- Health insurance
- Paid time off
SCHEDULE:
- Monday to Friday (standard)
- On-Call Escalation Path as required for support activities (Rotational)
Work Location:
- Hybrid, with proximity to Bedford, NH or Somerville, MA
About FirstLight:
FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.
FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.
