DUTIES: You will be responsible for: (1) Providing senior technical leadership to the infrastructure operations organization in efforts to improve operations through enterprise wide systems, network infrastructure, database, security technologies and provide business reporting in this 24x7x365 global operation; (2) Ensuring maximum availability, stability and situational awareness for all key operational technologies driving the global business; (3) Hiring, developing, and managing staff; (4) Administration of business processes, maintaining cross-functional working relationships, identifying opportunities for improvement and driving change and continuous improvement; (5) Developing an office to serve as a global single point of contact, operational control, decision-making and status office for products, services and systems in production and production support; (6) Managing shift team leaders who oversee and/or perform all aspects of site planned and unplanned maintenance; (7) Providing leadership and making decisions regarding priorities, best practice methodologies and operational execution to build and maintain a 'best in class' global infrastructure operations team; (8) Overseeing global operations teams that perform upgrades, system changes, and software build promotions, executing required jobs and system maintenance; (9) Conducting steady state reviews of systems, administering servers, networks, databases, and storage monitoring and responding to alarms; (10) Assessing impact, resolving problems, escalating to subject matter experts, managing incidents, coordinating resources, and ensuring continuity and transition between shifts; (11) Developing a service management vs. device management approach to site operations; (12) Developing and/or enhancing policy, process and runtime procedures suitable to meet business expectations of reducing unscheduled downtime; (13) Improving mean time to recovery, lessening undesired impact as a result of changes, developing and maintaining real-time situational awareness of products, services and supporting infrastructure, and managing and owning detection, notification, communication, escalation of events and incidents to resolution; (14) Participating in change management, incident review, and root cause analysis for all production deployments, maintenances and outages; (15) Identifying new monitoring procedures and continually reviewing existing procedures; (16) Demonstrating consistently accurate and timely escalation of production outages both internally and externally with a strong focus on sense of urgency and customer service.
Experience: MUST have an undergraduate degree (i.e. BA, BS, BBA)MUST (NOT AS THE CIO OR VP IS) have STRONG/CURRENT experience as an operations manager of a large-scale e-commerce Unix 24x7 production environment for at least the last 5 years.MUST have STRONG/CURRENT experience with high-end monitoring tools, automation of tasks, Unix scripting (Perl or Shell), and root-cause problem resolution for at least the last 5 years.MUST have passion for uptime, stability, and customer service in large scale e-commerce environments.MUST have excellent troubleshooting skills in a complex, large-scale environment.MUST have detailed understanding of support processes.MUST have call center, customer service, and e-commerce industry experience.MUST have STRONG/CURRENT large scale WAN and LAN network management, architecture, and security experience.MUST have STRONG/CURRENT knowledge of TCP/IP, networking principles, and web technologies.MUST have excellent written and verbal communication skills. Must have strong presentation skills. Must have strong interpersonal skills, ability to mediate and delegate, and enforce operational policies.Must be willing to work outside normal business hours as needed to manage and communicate regarding site incidents.Demonstrated ability to remain calm and perform well under pressure and to smoothly switch between issues and prioritize them appropriately.

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