Senior Director of Operations

Eclaro - Germantown, MD

Full-time - Senior

Germantown, MD

Administrative and Support Services

About the position

The Senior Director of Operations at Eclaro is responsible for overseeing IT operations and service delivery in a 24x7 support model. This role requires strong leadership skills to manage data center operations, set strategic goals, and ensure operational functions align with the organization's objectives. The position combines hands-on management with strategic oversight, focusing on continuous improvement and motivating teams in a fast-paced environment.

Responsibilities

• Overseeing all IT Operations and Service Delivery in a 24x7 support model.
• Extensive communications with clients, vendors, and senior management to include briefing, status meetings, tests, and client Disaster Recovery events.
• Leading and managing a team of high-performing individual contributors and managers and their ongoing talent development.
• Providing regular, recurring constructive feedback to managers on their performance, and ensure managers and key staff have updated career development and succession plans in place.
• Overseeing and helping manage and prioritize the workload of IT infrastructure support personnel.
• Managing day-to-day data center operations in support of permanent client environments as well as disaster recovery shared infrastructure and test events.
• Overseeing all Incident and Problem Management activities for IT Service disruptions.
• Tracking problems and resolutions from cradle to grave.
• Empowering a culture of safety, security, and compliance in all aspects of team activities.
• Initiating and establishing quality standards for the teams and manage those initiatives through to completion.
• Analyzing production operations and initiate corrective actions to ensure operational stability.
• Managing planned and unplanned outage cycles, including notifications and updates to client end users and other stakeholders.
• Ensuring the consistency and maintainability of all IT infrastructure by creating, maintaining, and enforcing configuration baseline standards and operating procedures used by the IT support teams.
• Working with business and client stakeholders to define IT operational objectives and requirements.
• Participating in the collaboration and review of all design plans, IT projects and proposals for new technology, to ensure adherence to strategy, technology standards, and enterprise operations best practices.
• Negotiating and administering vendor, outsource and consultant contracts and service agreements associated with IT infrastructure operations.
• Participating on all hardware and software evaluations and ensure timely and accurate tracking of all 3rd party IT support and maintenance contracts.
• Pro-actively managing cross functional IT Infrastructure teams through the delivery and support of the IT Infrastructure used in support of the business & client operations.
• Anticipating problems and complications, and formulate solutions so as not to impede the business operations.
• Collaborating with, and leveraging the other IT resources within the organization in the delivery of IT services.
• Overseeing the patch management for all IT equipment.
• Supporting the Sales organization by reviewing technical proposals, recommending technical solutions, and meeting with prospective clients.
• Leading the various IT operations teams in executing service delivery production onboarding tasks according to a documented schedule that meets or exceeds client expectations.
• Representing the Service Delivery Operations function at client review meetings when appropriate.
• Performing liaison duties between users and IT Operations personnel in the areas of Corporate IT Service Delivery.
• Providing management oversight for the development, deployment, monitoring, maintenance, upgrade, and support of all cloud and IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals.
• Creating, collecting, analyzing, and reporting on key benchmark data to drive service improvements and growth of the Service Delivery Operations organization.
• Developing business case justifications and cost / benefit analyses for IT spending and initiatives.
• Approving, prioritizing, and overseeing the execution of IT infrastructure projects and project portfolio.
• Ensuring adherence to Corporate IT Policies and Procedures, including the development of additional controls as required to ensure regulatory compliance against NIST 800-171 and other standards as necessary.
• Establishing and maintaining regular written and in-person communications with the organization's executives, department heads and end users regarding pertinent IT activities.

Requirements

• At least 10 years of strong, technical data center background.
• At least 8 years directly managing technical staff.
• Experience in multi-platform environment: Windows / Unix / AIX / iSeries / Mainframe / Cloud / Network.
• Experience with Microsoft Active Directory, Global Policy implementation and server hardening.
• Current high-level knowledge of network topology, security, replication & backup technologies, SAN administration, and server virtualization.
• Enterprise-level experience in managing large-scale and complex projects / programs.
• Strong problem-solving skills, analytical capabilities, data analysis, and attention to detail.
• Strong verbal and written communication and organizational skills.
• Must be able to multi-task and project manage many tasks simultaneously.
• Experience developing and documenting Internal Disaster Recovery procedures.
• Experience creating / maintaining Standard Operating Procedures.
• BA or BS or equivalent experience.

Nice-to-haves

• Familiarity with FedRAMP controls and environment.
• Experience with SDN or ACI.