Service Delivery Manager - Data Protection
Foxborough, MA
Full Time
US - Information Technology
Manager/Supervisor
About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Summary
The Service Delivery Manager, Data Protection (SDM) is primarily responsible for overseeing the day-to-day operational functions of Thrive managed services delivery process. The role includes direct supervisory management of Thrive’s Data Protection team from a customer service, technical, and career development perspective. The SDM is responsible for ensuring that the Data Protection team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients. Data Protection engineers who work on the managed service clients fall under the direct management of the SDM.
Primary Responsibilities
Qualifications
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Summary
The Service Delivery Manager, Data Protection (SDM) is primarily responsible for overseeing the day-to-day operational functions of Thrive managed services delivery process. The role includes direct supervisory management of Thrive’s Data Protection team from a customer service, technical, and career development perspective. The SDM is responsible for ensuring that the Data Protection team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients. Data Protection engineers who work on the managed service clients fall under the direct management of the SDM.
Primary Responsibilities
- Maintain daily, weekly and long-term work plan to ensure that goals are met, and improvement is made when possible
- Oversee inbound client support calls for specific managed service products and for specific high profile managed service clients when necessary
- Conduct annual performance appraisals for all Data Protection resources
- Ensure that the Data Protection team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients
- Manage on-going audit of managed services platforms to ensure clients configuration meets specification of Thrive standards
- Technical subject matter expert on managed services products as they relate to Thrive’s service catalog.
- Identify and improve inefficient processes and functions
- Serve as escalation point for Data Protection services issues
- Investigate and resolve data protection incidents, including data loss, and/or corruption
- Monitor backup processes and perform regular audits to ensure compliance with data protection policies and regulatory requirements
- Design and deploy backup policies, procedures, and technologies to ensure data integrity, and availability
- Develop and implement data protection strategies and backup solutions to safeguard critical data assets
Qualifications
- At least 5 years of experience in Data Protection technologies
- Bachelor’s Degree Required
- At least 5 years of experience in a technical support role
- At least 3 years of experience in a technical team management role
- Technical certifications are a plus
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