Technical Manager, Multiplatform Support & Operations
ViacomCBS
New York, NYThis was removed by the employer on 9/13/2017 5:54:00 AM PST
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Full Time Job
Overview and Responsibilities
The Technical Manager position supports the performance and availability of the multiplatform web applications and responsible for workflow management of the off-shore Operations and Support team tasked with monitoring Viacom’s network, servers, internet services, and web applications to ensure high availability.
Essential Responsibilities:
• - ?Technology professional providing advanced expertise and is responsible for the innovation and execution of people/technology processes.
• Works independently within process or technical area, applying in-depth knowledge of multiple technologies.
• Provide oversight and guidance to the 24x7 Operations and Support team members
• Ensures continuity in the operations environment.
• Ensure the team is meeting SLA’s for ticket handling and incident response via proactive monitoring
• Available to take ownership of P1 emergencies and facilitate prompt resolution 24x7 when escalated to
• Draft post mortem/RCAs for all outages or service impacting incidents for Multiplatform management review
• Review and processing of production change requests for Operations and Infrastructure teams
• Facilitate handling of day to day open case work between Ops team and contracted vendors
• Produces fundamental documentation of standards and procedures.
• Maintain Application ownership documentation and escalation list through routine recurring reviews.
• Provide live event support for tentpole events
• Contribute to team process improvements with ultimate goal of optimizing workflows
• Administer Viacom CDN configurations to ensure optimal cacheability and origin offload
• Partner with InfoSec team as a liaison with systems and development teams to ensure patching of server and application vulnerabilities.
• Manage departmental projects
• Ensure skillset is maintained for current system and application support as well as upcoming technologies
• Subject matter expert in the day to day Operations Analyst role and responsibilities and ready to step in when needed:
• Monitor network, server and web applications to ensure high availability.
• Open, update and close trouble tickets with detailed information relating to trouble reported.
• Develop and maintain a working knowledge of a wide range of applications and systems.
• Own production operational issues for products by issuing initial response, data gathering/diagnosis, tracking, and resolution where possible.
• Perform the role of Incident Manager during Systems Events
• Open & monitor the status of cases with vendors & service providers
• Assist Development and Infrastructure Groups with scheduled and emergency change management tasks
• Level 1 change request and incident ticket handling for the remaining Infrastructure Teams
• Follow notification and escalation procedures.
• Follow standards for communications with business involving operational issues
Basic Qualifications
• 5 years’ experience with Linux/Unix systems administration
• 5 years of IT operational experience supporting robust e-commerce or Online Businesses in a 24X7 production environment
• Prior experience with APM and Synthetics testing tools
• Strong understanding of Internet protocols (e.g. HTTP, FTP, IMAP, POP, SMTP, DNS).
• Possess excellent oral & written communication skills.
• Maintain high degree of self-motivation and independent decision-making.
• Experience with Help Desk or Request Ticketing systems (ServiceNow, Remedy, RT, Mercury, etc.).
• Must be willing to respond to P1 incidents 24x7 when escalated to by Junior team members
Additional Qualifications
• Ability to multi-task, prioritize and resolve urgent issues.
• Operates effectively as part of a project team and in managing own project work.
• Ability to provide on-call engineers critical information in a clear, concise and quick manner.
• Must enjoy working in a high pressure and fast paced environment.
• Experience working in a 24x7 operations center in support of mission-critical applications is preferred
• OS or networking certifications are a plus (Linux , RHCT).