The Manager, Operations is responsible for managing 24/7 University data center and security operations. Data center services are comprised of on-premises, co-located, hosted and cloud-provided services. This on-call position must handle and respond to urgent events when they occur and manage data center staff responsible for 24/7 operational continuity of the technology infrastructure and the services delivered over it. Uses metrics to drive improvements in monitoring, detection, reporting, and resolution of issues and is the service owner for incident and problem management processes. Establishes work rules and service goals for the effective, compliant, and efficient management of operations in support of the University’s administrative, instructional, and research mission. Delivers value back to the business by meeting service level agreements and driving improvements in operational-level agreements. Hires, develops, directs, assesses performance and corrects deficiencies in direct reports.
Please Note: Responsible for facilities on both the Evanston and Chicago campuses:
Regular visits to all facilities are required.
As a member of the Northwestern IT emergency response team, may be called at any time to address emergency situations on site on either campus.
During certain times of the year, work hours may be extended or shifted to meet the need for supervision of staff during critical operational support activities.
Light physical labor is required from time to time.
Must be able to sit or stand/walk for up to 5 hours at a time.
Must be able to access all parts of the data center safely; climb stairs, walk on rooftops, cat-walks, work on uneven work surfaces and use appropriate personal protective equipment.
Must have a valid Illinois driver’s license to allow travel to various site locations up to 10% of work time.
Must be able to work in a loud environment; hot or low temperatures for minimal amounts of time.
Manage day-to-day ‘steady state’ operations and staff compliance with required procedures, techniques, customer service levels for key technology/information systems and general support activities. Urgent events are handled following established management processes for incidents, changes, and problems. Takes appropriate action to address deficiencies through immediate correction or group training.
Performance is based on quality of the 24/7 team’s ability to:
Monitor, respond and triage alerts for environmental issues, compute, storage, telecommunication or networking events following established Operation Level Agreements (OLA).
Provision cabinets, install equipment and networking needs within established Service Level Agreements (SLA).
Maintain asset management databases for cabinet and equipment inventory across all facilities.
Use enterprise monitoring and control systems including vendor-provided web sites.
Demonstrate proficient use of security monitoring tools (e.g. SIEM, DLP, Internet filtering/blocking, IDS/IPS, firewalls, Anti-Virus, encryption technologies).
Manage/Schedule/Oversee maintenance repair work with vendors and third party service providers as well as coordination with building tenants.
Provide input during renewal of preventative maintenance contracts to assess quality and value of service provided.
Provide management oversight for the identification, triage and response of events or incidents of apparent security breaches.
Monitor for emerging threat patterns and vulnerabilities.
Demonstrate network traffic analysis capabilities for identifying emerging patterns.
Facilitate communication between staff, management, vendors, and other technology resources within and outside of the organization. Translate higher management service philosophies into performance goals, operational practices, and procedures. Convey philosophies to staff and ensure understanding and adoption in work and assess progress toward those goals.
Recommend new procedures by evaluating post-incident outcomes, identifying service gaps, evaluating trends, and anticipating 24/7 operational requirements.
Collaborate with the campus community to develop and maintain critical relationships.
Participate in security-related audits and for regulatory compliance.
Identify operational issues, recommend, and implement strategies to resolve them.
Work with programs such as PowerPoint, Visio, Excel, SmartSheets and others for data center projects, presentations, training, etc.
Interacts with direct reports and peers in management to interpret information and improve cross-functional processes and programs. Sets objectives and coordinates within the unit to carefully prepare for new service introductions so that subordinates are confident in their knowledge and tools to succeed in the support roles expected.
Build and enhance key internal and external contacts.
Document service design.
Use project management to plan work and layout timeline for smooth transition to new service.
Work on large/special projects when they arise such as power and cooling augmentation and assist in space planning moves or relocations.
In conjunction with other Northwestern IT units and higher management, design, establish, maintain, and improve the work environment and available tools to maximize the value and performance of direct reports and meet overall infrastructure availability goals within budgetary considerations.
Assist Engineering teams by absorbing additional technical roles and duties.
Provide high-value services to customers based on key performance indicators.
Performs other duties as assigned.
Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
Four years’ experience in IT Support; strong leadership skills and excellent project management.
Four years’ experience in mission-critical data center operations or network operations in a corporate environment, university or military facility.
Analytical: Critical thinking, decision making, judgment, problem solving, troubleshooting.
Five years’ experience in directly managing staff including experience in selecting, hiring customer focused staff, staff development, training and mentoring.
Experience with facility power systems, environmental systems and maintenance routines.
Excellent written and verbal communication skills including public speaking and the ability to clearly present technology solutions and services.
Must be able to multi-task and manage detailed projects across several data centers.
Bachelor’s degree in IT, IS or Mathematics.
GIAC Certified Incident Handler (GCIH), CERT-Certified Computer Security Incident Handler (CSIH), or Certified Ethical Hacker (CEH), or Certified Information Systems Security Professional (CISSP) in good standing.
Knowledge of and practical experience with ITIL process standards.
Experience in a higher education institution or other non- profit organization.
Seven years of experience with directly supporting Service Operations Center (SOC) or SOC-equivalent organizations in security monitoring and incident response.
Experience with security event monitoring and analysis, intrusion detection, and incident management.
Demonstrated competence with computer software and network-based information systems.
Network infrastructure knowledge.
Security configuration knowledge.
Demonstrated ability to work with higher management to set negotiated goals and report on progress toward them.
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highl...y collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.