Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a robust troubleshooter of technical issues
Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe)
People Management Competencies
10+ years of IT experience with at least 5 years managing 12-15+ team members
Experience leading junior managers/leaders and/or senior individual contributors
Plan/roster team members to ensure optimal 24x7 coverage
Coach, mentor, and develop staff, including onboarding and career development planning
Ensure effective utilization of staff to meet milestones/goals
Empower employees, delegate responsibility, and ensure accountability
Lead performance management processes including goal setting and feedback
Maintain transparent communication across teams
Identify and recruit internal/external talent
Recognize high performers and retain key talent
Communicate company updates and team progress regularly
Technical Competencies
Understanding of Global Command Center/Monitoring Operations (L1-L2)
Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics
Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams)
Experience leading ITIL-aligned teams (Incident, Problem, Change Management)