Director of Workplace Technical Operations
Penumbra
- Alameda, CA
- Permanent
- Full-time
- Select, manage, train, and develop staff. Establish objectives and assignments and provide ongoing feedback through performance reviews and development plans.
- Engage with leadership and stakeholders to provide the updates on KPIs, SLA Metrics, IT initiatives, projects, issues, and concerns
- Onboarding and offboarding of employees
- Provide outstanding on-site and remote support to end-users
- Procure and manage laptop, desktop, iPad devices and accessories
- Direct and manage the ServiceDesk Manager in achieving the defined SLAs and in managing escalations and ensuring efficient resolution of IT issues
- Set up the ServiceDesk KPIs and perform quarterly ticket audits ensuring that the KPIs are met and guide the team on improvements and automation
- Provide Level1 and Level2 support for the M365 and other applications
- Provide best IT experience for the employees in Manufacturing environments
- Collaborate with Security Operations team in addressing the vulnerability and compliance issues with the end user devices
- Responsible for Asset management and tracking
- Contribute to the development and refinement of technology guidelines, policies, and procedures
- Guide the team in creating and developing the SOPs and Knowledge Base
- Direct all aspects of data center operations, including on-premises and Azure cloud environments.
- Oversee day-to-day operations and ensuring service availability Optimize infrastructure for efficiency and cost-effectiveness.
- Control data center costs and forecasting budget adjustments
- Develop and implement a data center strategy aligned with company goals.
- Ensure compliance with industry standards and regulations.
- Manage Servers, Storage and backup solutions in Datacenter and Cloud environments
- Coordinate with engineering & security teams for seamless integration.
- Oversee and manage Microsoft Azure Cloud Services orchestration and billing, support multi-cloud environment and services.
- Oversee and manage Microsoft Office 365 services, billing Management and support Exchange Online, Teams, SharePoint, workflow automation, ADFS and/or Azure Active Directory Services.
- Collaborate with Security Operations on Vulnerability and patch management
- Lead the network operations team
- Monitor network performance and making necessary adjustments.
- Develop strategies for network optimization.
- Ensure network architecture supports business operations
- Manage maintenance and upgrades to minimize downtime.
- Troubleshoot network and system issues.
- Proactively identify and addressing potential performance issues.
- Ensure compliance with industry standards and regulations.
- Provide technical guidance and training to the team.
- Deploy, administer, operationalize and maintenance of networks, voice, security and audio-visual, technologies
- Manage current data/ network communications techniques, technologies, and protocols such as VPN, MPLS, interior and exterior routing protocols (i.e., BGP, IS-IS, OSPF Policy based routing)
- Oversee IAM platform operations, account life cycle management and tracking
- Oversee and manage privileged accounts and access life cycle
- Maximize the effectiveness of security tools and platforms.
- Manage email and data loss prevention security operations.
- Mentor the security operations team.
- Implement process improvements and automation.
- Develop and implement comprehensive infrastructure management strategies.
- Conduct regular DR & HA testing
- Evaluate and manage relationships with major vendors.
- Engage in contract negotiation and renewal with IT vendors.
- Ensure systems meet high standards of security and performance.
- Collaborate with teams to ensure infrastructure supports organizational needs.
- Plan and oversee budgets for infrastructure and vendor contracts.
- Provide leadership, training, and mentorship to IT staff.
- Foster collaboration and a collaborative work environment.
- Stay abreast of current technology trends and advancements.
- Recommend necessary upgrades or replacements.
- A Bachelor's degree in computer science or related field with 15+ years of experience, or equivalent combination of education and experience
- 10+ years of hands-on experience in IT End user, infrastructure, and network operations, with at least two years in a managerial capacity.
- 5+ years of experience in a supervisory role desired
- Proficient in designing and managing enterprise-wide LANs, WANs, WLANs, VPNs, etc.
- Extensive knowledge of data center management, network operations, IT vendor management, and process improvement methodologies.
- Extensive knowledge with Azure, IAM operations, privileged access management, and spam filter management.
- Extensive experience in leading the teams managing Laptops, Desktops, and mobile devices
- Good understanding of Endpoint device management tools like Intune, JAMF and/or similar mobile device management tools
- Strong background in building the enterprise scale systems solutions in Datacenter and cloud platforms Including Sever hardware, storage, backups
- Experience with private cloud platforms (VMWARE/OpenStack) and Cloud certification is a PLUS
- Strong understanding of IT security best practices and proficiency in process automation.
- Experience in implementing DevOps and IaC practices and processes
- Excellent leadership and team management abilities.
- Effective communication, negotiation, and interpersonal skills.
- Exceptional problem-solving capabilities and adeptness in task prioritization.
- Previous involvement in formulating company policies, operational objectives, and work plans with both immediate and company-wide impact.
- Ability to analyze complex situations or data with a deep understanding of organizational objectives and company culture.
- Capable of implementing strategic policies in method selection, techniques, and evaluation criteria for achieving desired outcomes.
- Skilled in establishing and ensuring adherence to budgets, schedules, work plans, and business activities.
- Proficient in engaging with senior management or executive levels on functional, divisional, and customer-related matters.
- Demonstrates the ability to influence others' perspectives or gain acceptance without compromising relationships.
- A collaborative teamwork environment where learning is constant, and performance is rewarded.
- The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.
- A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, an employee stock purchase plan, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).