Sr. Manager, Cloud and Data Protection – Spectrum Enterprise in Andover, Massachusetts | DiversityInc Careers
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Sr. Manager, Cloud and Data Protection – Spectrum Enterprise

Who We Are:

Navisite, Inc., a Charter Communications Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. Navisite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on Navisite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit

Job Summary
As a member of the Navisite Global Service Assurance Team the Sr. Manager of the Advanced Client Support (ACS) Cloud and Data Protection Teams will manage two teams of level 3 engineers who lead client facing projects and initiatives within Navisite’s VMWare based cloud, Azure, and Managed Hosting environments. This is a managerial role that will oversee 6-10 engineers and team leads, however it does require hands on knowledge and capability. The primary focus of this role is to connect the execution of the Cloud and Data Protection teams to the organizations mission and vision, while also brining technical expertise to mentor and coach others. The Cloud technologies include Azure, VMWare Cloud Director, VSphere, NSX, and ESX. The Data Protection technologies include Zerto, ASR, vCAV, and Doubletake. Candidates should have a thorough understanding of at least 2 of these technologies. In this role you will lead and manage teams who are responsible for the highest level of support and escalation for our 1,000+ clients on a 24x7 basis. Your teams are required to maintain an on-call schedule for handling escalations. You will work with corresponding off shore teams in level 1 and 2 to increase their knowledge and capabilities for Cloud and Data Protection. Application level exposure and understanding is a plus. You will also be accountable for planning and executing a shift of focus to provide value by working closely with sales and solution architects to help enable the consumption of Navisite’s services. As a Sr. Manager you will lead teams and help shape the future of Navisite’s Global Service Assurance.
Major Duties & Responsibilities
  • Establish and govern a program to increase the capability of the Cloud and Data Protection off shore teams
  • Work with off-shore teams to transfer knowledge and responsibilities for day-to-day operations and project based work
  • Partner with professional services to scope and deliver Cloud and Data Protection professional service engagements
  • Manage client and internal escalations for incidents or service assurance related concerns
  • Act as a leader who connects the Cloud and Data Protection team’s execution to the overall Advanced Client Support mission and Vision
  • Partner with managers in our Data Center Operations (DCO) teams to establish clear roles and responsibilities around Cloud and Data Protection
  • Provide clarity for your teams on purpose and direction
  • Mentor and develop Team Leads and Engineers
  • Lead efforts to produce relevant blogging and social platform videos for Cloud and Data Protection
  • Oversee and manage a large portfolio of client and internal projects. Project tracking is done in SharePoint Lists
  • Build relationships with Sales and Solution Architects to support and win complex and large Cloud and Data Protection opportunities
  • Handle Service Management and Client escalations (must be client facing capable)
  • Continually deliver and improve proactive client based service assessments to provide recommendations to client’s on how to better utilize Navisite’s Cloud and Data Protection Services
  • Partner with Navisite Product team members to develop new products and features in Cloud and Data Protection
Required Qualifications
  • Ability to read, write, speak and understand English
  • The right candidate is willing to take on new challenges and work in a fast paced and dynamic work environment. Will also be open to learning new technologies and approaches and will thrive on new challenges.
  • Working and recent knowledge of at least 2 Cloud Technologies (Azure, VMWare Cloud Director, VSphere, NSX, and ESX) required
  • Working and recent knowledge of at least 1 Data Protection Technologies (Zerto, ASR, vCAV, and Doubletake) required
  • Experience working with off shore teams
  • Hands on experience with SALT and/or Puppet preferred
  • Ability to communicate complex solutions or problem resolutions to client’s and internally in an organized manner
  • Ability to communicate with intent and purpose to various levels of client and internal leadership
  • Ability to design effective visual communication aides in MS PowerPoint
  • Ability to plan, prioritize, organize effectively, and manage multiple projects across multiple teams
  • Bachelor’s degree
  • VMware Certified Associate (VCA) or higher
  • MCSA
Related Work Experience Number of Years 7
  • Technical experience in cloud platforms & IT systems for Azure, VMWare based clouds and Data Replication technologies
  • Demonstrated successful experience with technical presales activities including contributing to the technical solution development
  • Experience managing a team greater than 4 people
  • Experience with DevOps / automation a plus
  • Strong verbal and written communication skills in order to clearly communicate with clients, product constituents and management
  • Experience working for a Managed Service Provider is preferred