inContact Director Infrastructure Operations in SANDY, Utah
Director Infrastructure OperationsLocation: Salt Lake City,UT InContact has an immediate opening for a Infrastructure Operations Director to lead the team responsible for managing availability and performance of a global Contact Center Cloud services. In this position,the director s expected to oversee daily operational activities and technical resources that guarantee service levels of a global service delivery network that is hosted in colocation sites and AWS. The Director will be primarily responsible for managing a 100+ global team of system and network administrators,application operations and voice engineers responsible for infrastructure management,incidents resolution and service management automation.As a Director Infrastructure Operations,a Typical Day Might Include the Following:Working with Architects,develop infrastructure management standards.Validate-correct production systems adhere to standardsWorking with the NOC,respond to KPIs and alerts to ensure optimal availability and performance.Perform infrastructure maintenance including change requests,OS and application upgrades.Respond to systems,storage,network,application and voice incidents 24x7.Implement service management automation scripts-tools.Manage global AWS environments.Manage and expand a 24x7 global team. To Land This Gig You'll Need:Bachelor s Degree in Computer Science or Telecommunications or related field or equivalent work experience required.Minimum eight years experience managing product-centric global cloud infrastructures.Strong experience in managing geographically distributed Windows-Linux virtualized systems preferable in cloud-based service delivery environmentsExperience with large-scale global networks supporting multi-gig traffic.Strong understanding of multiple routing and switching protocols,as well as VOIP-SIP services,Experience in transitioning to and managing public cloud deployments,preferable AWS,including CI-CD technologies,Docker,Cloud Formation,etc.Experience in implementing systems-network management automation solutions.Proven ability to manage 100+ people global teams providing 24x7 services.Proven ability to integrate operation teams with other functions,including Technical Support. DBAs,Capacity Management,etc.Experience in setting infrastructure management processes,preferable following ITIL framework.Proven ability to manage relationships and resolve conflict within a variety of individuals and groups from business,customer,supplier and information technology stakeholders.Excellent verbal-interpersonal,written,presentation and customer relationship communication skills. ABOUT inContact: inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible,scalable and reliable for enterprise,small business,government and business process outsourcers. inContact is a part of NICE (Nasdaq: NICE),the worldwide leading provider of both cloud and on-premises enterprise software solutions.