Technical Ops Manager - Guitar Center

Job Description

Job Description:
The Manager of Technical Operations and System Availability will be responsible for overseeing all aspects of technical operations within our enterprise environment. This role requires a strong leader with a deep understanding of IT infrastructure, systems, and processes, as well as excellent communication and project management skills.
Responsibilities:
Lead a 24/7 team of technical professionals responsible for managing Technical Operations Center and monitoring our enterprise systems and infrastructure located at our Phoenix data center.
Provide leadership, guidance, and mentorship to team members to foster a culture of continuous learning and professional development.
Manage the day-to-day operations of the data center, including assisting other Infrastructure teams with hardware maintenance, server deployment, network gear and troubleshooting to ensure uninterrupted service delivery.
Ensure the data center is physically inspected multiple times per day for visual checks on server/IDF racks and hardware contained for a positive operational status. Create a log to validate compliance.
Remotely manage other Guitar Center facilities UPS and CRAC (computer room air conditioning) units.
Develop and implement comprehensive data center policies and procedures, including security protocols, disaster recovery plans, and preventive maintenance schedules.
Develop and maintain documentation, policies, and procedures related to technical operations.
Owner of Change Management, Incident Management and Problem Management programs.
Design and maintain Business Continuity and Disaster Recovery programs.
Ensure compliance with security policies, procedures, regulatory and environmental requirements.
Monitor system performance and troubleshoot issues to minimize downtime and service interruptions.
Manage outage calls and driving cross functional team collaboration.
Manage vendor relationships and contracts to ensure the timely delivery of goods and services.
Collaborate with cross-functional teams to plan and execute data center expansion projects, including capacity planning, equipment procurement, and vendor management where applicable.

Qualifications:
Bachelor's degree in computer science, information technology, or a related field. 5 years of experience in a technical leadership role, preferably in an enterprise environment or a similar role in lieu of a degree.
Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
Deep understanding of enterprise IT infrastructure, including servers, storage, networking, and virtualization technologies.
Knowledge of Windows and Linux operating systems.
Knowledge of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and containerization technologies (e.g., Docker, Kubernetes).
Proven track record of managing complex data center environments and delivering high availability and performance.
Experience with business continuity planning, disaster recovery planning and implementation.
Excellent leadership, communication, and problem-solving skills.
Certifications such as Certified Data Center Management Professional (CDCMP), Cisco Certified Network Associate (CCNA), or ITIL Foundation Certification are a plus.