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Form of workGrade: T29
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A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.
Summary:
If you have experience as a technical support leader, we want you to consider joining our award-winning IT department's Engineering & Operations team. This is a unique opportunity to join a cross-functional, cross-platform support team that is responsible for the timely delivery of mission critical services at the University. This role is designed for individuals who are highly self-motivated and collaborative as it presents exposure to all areas of Information Technology Services as well as the Schools and Colleges. The ideal candidate will provide leadership to a team of accomplished engineers, architects and managers delivering on critical enterprise projects, daily operational tasks and focus on optimizing processes and ongoing status for critical enterprise projects. They will also be responsible for managing and maintaining relationship with customers and peer organizations within the Information Technology Services department. The individual will be accountable for the University's private (on-prem) and public (cloud) distributed infrastructure and operations in the data center(s). Performs other duties as assigned.
Oversight for large portfolio of applications and services
1. Production (daytime and after hours) support for a large portfolio of collaboration, cloud and infrastructure and services
2. On-Prem and Cloud Data Center services including but not limited to provisioning, support, maintenance, and data protection
Operating system and asset lifecycle management from base build, provisioning, management through decommission
3. Virtual Desktop Infrastructure (on-prem and cloud) end-to-end service delivery
4. Smooth delivery of complicated, well-designed, and robustly engineered process automation flows
5. Enterprise Monitoring, Alerting and On-Call services life cycle management
6. Disaster Recovery Planning for the ITS Core Infrastructure, Data and Applications
7. Monthly billing process for services consumed on-prem and in the cloud
8. Incident manager for all server and storage environments and services
Managing relationships with stakeholders, ensuring feedback is sought and applied where reasonable to add value, specifically school, college, and departmental IT contacts
9. Coordinating across ITS and school, college IT constituents on critical projects and work efforts
10. Product and services lifecycle management and determining roadmaps
Solutions Design of complex integrated applications and services based on the following principles
1. Best in class and fit for use infrastructure evaluation and selection
2. Security first approach while supporting strategic security initiatives and managing ongoing security operations within the portfolio
3. Optimized application data and systems flow - systems architecture design/diagram
4. High availability and resiliency
5. Establishing control mechanisms for services for audit and regulatory/policy compliance purposes
6. Influence and introduce automation of manual process to restore productivity for staff
Project coordinator for all Data Center Services team projects
1. Coordinating all milestones and tasks for the projects
2. Ensuring that all projects remain on track and on budget
3. Reporting status of projects to Senior Leadership team
Providing leadership and guidance to other projects across Engineering & Operations as well as cross-functional areas as needed
Oversee the management of all severe incidents related to the physical and virtual systems and other areas within Engineering & Operations as needed
Coach, mentor, develop and influence resources directly and indirectly across Engineering & Operations and ITS
Click here to learn more about the benefits of working at Temple University.
Required Education & Experience:
Bachelor's degree and at least five (5) years of relevant technology or cross platform production support including 5 years of experience managing an operational support team. Demonstrated experience with Application Development and/or Production Support. Demonstrated experience supervising staff and supervisors. An equivalent combination of education and experience may be considered.
Required Skills & Abilities:
* Understanding of broad technology platforms and processes:
Infrastructure as a Service - cloud computing platforms - (Azure or equivalent - AWS, GCP, etc.)
Virtual Desktop technologies (AVD, VMware Horizon, Citrix Xen)
Windows and Linux server operating system support and administration
SSL certificate infrastructure concepts, application and usage
Virtualization platforms - Hyperconverged infrastructure - Vmware.
Security mindedness and risk assessment with awareness of security standards and best practices.
Understanding of systems architecture and design with experience in developing scalable solutions. Disaster Recovery concepts.
* Data Center or Facility management experience such as lab, etc.
* Demonstrated ability to manage tasks and projects with minimal supervision
* Demonstrated verbal and written communication skills along with the ability to effectively interact with diverse groups of individuals.
* Proven track record of strategic thinking; critical analysis; and decision-making.
Preferred:
* Object management via Active Directory, Azure AD or LDAP* * Experience with automating processes via command line scripting like PowerShell and/or other CLI.
* Ability to manage large projects with aggressive deadlines.
* Foundational understanding of ITIL concepts.
This position requires a background check.
This position is assigned a hybrid work arrangement (on-campus and remote), the duration of this hybrid work arrangement is at the discretion of Temple University and the Department.
Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.
Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Click here.
You may request a copy of the report by calling Temple University's Campus Safety Services at 215-204-7900.
