DESCRIPTION

Are you ready to bring your network expertise to the global stage of one of the biggest professional sports leagues in the US? Blue Mantis is seeking a highly skilled and versatile Technical Operations Manager to join our team. The ideal candidate will have a robust background as a Technical Engineer, with extensive server and network experience, as well as a proven track record in managing teams. This role requires a deep understanding of IT operations, particularly from an ITIL perspective, covering event, incident, change, and problem management. The Technical Operations Manager will oversee multiple teams and serve as an escalation point for issues, necessitating excellent communication skills to interact with customer managers, directors, and executives.

SKILLS, KNOWLEDGE AND EXPERTISE

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Technical Engineer with expertise in server and network management.
• Extensive experience in managing technical teams with a strong track record of leadership.
• Deep understanding of ITIL processes including event, incident, change, and problem management.
• Exceptional communication skills with the ability to interact effectively with customer managers, directors, and executives.
• Strong analytical skills with experience in monitoring and improving KPIs.
• Ability to identify and implement process improvements to enhance IT operations.
• Proficiency in context switching between different technologies and customer requirements / emergencies based on priority
• Adept at managing multiple priorities and deadlines in a dynamic environment.
• Passion for challenges and a proven ability to thrive in a fast-paced, demanding role.
• Certifications in ITIL, PMP, or related fields.
• Technical Certifications in networking, server or cloud.
• Technical background in SQL Server.
• Experience with advanced monitoring tools and systems.
• Strong problem-solving abilities and a strategic mindset.
• Experience working in a complex, multisite environment.
• Proven track record of successfully implementing IT process improvements.
  Base Salary Range: $160,000.00 - $195,000.00
  Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

• Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
• Serve as Incident Manager during critical outages
• Act as the primary escalation point for customer issues, providing expert resolution and support.
• Ability to be on call as needed for IT Ticket escalations/incidents.
• Oversee ITIL processes including event, incident, change, and problem management to ensure efficient and effective operations.
• Monitor and analyze key performance indicators (KPIs) for both internal teams and customer outcomes, implementing improvements as necessary.
• Identify and implement process improvements related to ITIL event, incident, problem, and change management for customers.
• Ensure continuous alignment of team activities with customer requirements and organizational objectives.
• Communicate effectively with customer managers, directors, and top-tier executives, demonstrating professionalism and clarity.
• Continuously reprioritize responsibilities to adapt to changing team and customer needs.
• Provide leadership and mentorship to team members, fostering a collaborative and high-performance work environment.