Hosting Operations Manager

Hosting Operations Manager - Santiago CL

Responsibilities

• Oversee the activities of the hosting and managed services team, including staff responsible for networks, systems, monitoring and tools, and associated service management.
• Ensure the timely completion of projects and/or work-streams owned within the team, provide updates as required, raise or address risks and issues in a pro-active manner.
• Ensure that service components under management are monitored 24x7 for availability, capacity and performance.
• Ensure that service level metrics are monitored, reviewed and reported on a regular basis and that the necessary steps are taken to resolve any issues or negative trends that may be identified.
• Ensure that agreed processes are followed across the team and, in particular, that events, incidents and requests are dealt with in a timely manner using the appropriate operational processes and tools.
• Ensure that service components are supported in line with agreed standards and processes and that backups are completed in line with agreed schedules.
• Agree and maintain the 24x7 on-call schedule across the team; also, maintain an up to date support matrix for each customer and/or solution.
• Maintain operational acceptance criteria for solutions to be hosted by the team and work with the appropriate teams e.g. hosting architecture and delivery to ensure that solutions meet those before going into production.
• Ensure that solutions are fully documented, including up to date architecture and network diagrams, “as-built” configurations and support procedures e.g. how to perform fail-over testing, etc. Ensure that these documents continue to be updated as part of the “business as usual” operational processes.
• Hosting bid support. Ensure that solutions are sized and priced using agreed tools, and that bid questions are answered in a timely manner.
• Budget management, including cost models, budgets, negotiating with vendors, etc.
• Maintain good relationships with other teams, customers and suppliers in order to maximize team working and collaboration.
• Continue to look for ways that the service can be improved and, where agreed, lead or assist with the implementation of service improvements. In particular, focus on service automation opportunities in line with the wider hosted services strategy and available tools.
• Provide consultation to customers and stakeholders on in-life customer solutions.

Experience & Qualifications

• Experience of delivering hosted services in a commercial context e.g. Software as a Service.
• Experience of leading staff responsible for 24x7 availability, performance and security of hosted and/or managed services.
• Good vendor management experience, ideally with proven negotiation skills.

Location: Ciudad Empresarial, Huechuraba, Región Metropolitana - Chile