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Manager IT - Framingham, MA #4580493

Company: Staples

Date: 02/21/2018

Category: Telecommunications Services

City: Framingham, MA


In this role, you will be a key operations lead for Staples Digital Services (SDS) eCommerce digital platforms and will be leading a team to provide support for all Staples digital properties. The position will report directly to a SDS Director and will interface with technical, business teams and key stakeholders to ensure that SLAs will be exceeded.

The Manager GT is responsible for providing L1 (detect) / L2 (recover) technical support for all digital properties (B2C, B2B) and numerous applications/platforms that support more than one business unit or function. The Manager GT is also responsible for building/maintaining an operating model/apparatus that relentlessly seeks to reduce MTTD (mean time to detect), MTTR (meant time to Recover) of production issues (find problems before our customers experience them!) across all digital platforms. The Manager GT will focus on continuous improvement of operations, development of repeatable processes, and manage success based on KPIs. The Manager GT is responsible for coaching, training and career path counseling of their team. The Manager GT has direct management for several associates and/or senior individual contributors or vendors/partners. The Manager GT has a strong working knowledge of multiple web technologies, micro services, public cloud, and state of the art monitoring tools technologies. The Manager GT will interface with multiple development teams and should be able to build strong partnerships across functions (Business, engineering, IT, finance, procurement, vendors, and partners).

Primary Responsibilities:

  • Manage resource scheduling and task execution to plans and objectives. Maintain a high-level understanding of dependencies that could lead to scheduling risks.

  • Follow departmental administrative procedures enabling quality management decisions based on concise data points.

  • Ensure key departmental metrics are achieved assuring our technology commitment to operational excellence.

  • Maintain up-to-date knowledge of technology, business processes and practices to continually improve applications and systems processes.

  • Recruit and hire new associates. Provide supervision for direct reports including hired services contractors. Establish individual performance goals, review performance against goals and provide coaching for associate development. Plan and recommend salary increases, as appropriate.

  • Provide management with analysis of current operational processes. Proactively makes recommendations to management on opportunities to apply systems technology to improve business process.

  • Conceptualize, architect, implement, and use 99.99+% monitoring for micro services, across digital platforms using state of the art monitoring tools

  • Architect & implement resilience plans. Work closely with development and infrastructure teams to implement and lead team to exercise as/if needed

  • Define/determine proper KPIs to measure availability, performance, and quality of services across platforms.

  • Improve, continuously, stability of services/platforms by proactively monitoring database/application exceptions, KPI deviations and API performance degradations and worked with engineering team to address them

  • Reduce, continuously, costs across tools providers, 3rd party services by working closely with procurement to negotiate pricing and fees, while ensuring the continuation and enhancements of services

  • Mentor, coach, and developed team members to increase their effectiveness as well as employee engagement

  • Provide input into the long-range plans which may include requirements for hardware, software, and/or technical resources while protect current investments. Communicates with the business or other technology departments as it relates to these requirements.

  • Provide input into annual cost center and project budgets. May manage spending against budget

  • Ensure all areas of responsibility are fully operational, maintaining stability, reliability, and sustainability

  • Ensure auditable and compliant change management processes are documented and followed during and outside of releases cycles


About You

Required Skills:

  • Bachelor Degree or equivalent work experience

  • 8-10 years related work experience

  • Demonstrated ability to exercise insightful judgment

  • Experience Managing projects

  • Experience with Change and Release Management best practices & processes

Preferred Skills:

  • Ability to influence others

  • Excellent communication skills able to write and speak with impact

  • Calm under pressure

  • Self-starter, high-energy, with ability to execute on business objectives

  • Strong teamwork and inter-personal skills

  • Excellent written and verbal communication skills

  • Strong analytical, data driven decision making and problem solving with attention to details

  • Knowledge or desire to learn: Java, JavaScript, bash, Perl, Ruby, C

  • Knowledge or desire to learn: Linux (Ubuntu, CentOS), Solaris, iOS, Android, Windows

  • Knowledge or desire to learn: MongoDB, Oracle, MySQL, Couch base

  • Knowledge or desire to learn: Chef, Jenkins, DynaTrace, New Relic, AppDynamics, Datadog, SOASTA, Gatling, Selenium

  • Knowledge or desire to learn: Dust/Angular, Nodejs, Springboot, RxJava, Netflix Zuul, Electrode

  • Nginx, Apache http, Apache Tomcat, WebLogic, ActiveMQ, Kafka

  • Cloud: MS Azure, AWS (VPC, EC2, S3, Route53, ElastiCache, DynamoDB, CloudFront, CloudTrail, CloudFormation, RDS, Redshift, Lambda, Cloudwatch)

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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