Oversee Level 1–3 operational teams, including 24x7x365 Enterprise Operations and Site Operations, ensuring adherence to SOPs, SLAs, and performance objectives.
Manage and mature operational processes including incident, problem, change, configuration, and service request management aligned with ITIL best practices.
Coordinate operational readiness activities, maintenance windows, patching cycles, and planned system outages to minimize customer impact.
Drive continuous service improvement, operational standardization, and cross‑team coordination across DT service providers.
Platform Operations & L3 O&M Management (NetApp & VMware)
Provide senior oversight of Level 3 O&M teams performing advanced troubleshooting, root cause analysis, and corrective actions across storage, virtualization, compute, and cloud platforms.
Ensure operational excellence in environments supported by NetApp storage and VMware virtualization, backed by at least 3 years of direct L3 O&M management experience.
Support operational engineering functions including data center system builds, break/fix activities, configuration corrections, and lifecycle patching.
Monitoring, Observability & Reporting
Ensure effective monitoring and alerting across enterprise compute, storage, virtualization, networking, and cloud layers.
Oversee operational dashboards, performance analytics, capacity trending, and mission‑critical reporting to DT stakeholders.
Support Cloud Monitoring & Reporting (CMR) functions tracking cloud consumption, security posture, and required service‑level metrics.
Security, Compliance & Risk Management
Enforce DT cybersecurity requirements, including STIGs, vulnerability mitigation, audit readiness, and compliance with NIST RMF and FedRAMP frameworks.
Ensure alignment with DT security directives governing access management, physical security, and controlled data center operations.
Support COOP/DR planning and readiness to ensure mission resilience.
Workforce Management & Stakeholder Engagement
Lead, mentor, and develop multi‑disciplinary operations teams across multiple shifts and geographically dispersed data centers.
