Supervisor, Technical Operations

Supervisor, Technical Operations

At Penguin Solutions, we understand the boundless potential of technology and support our customers in turning cutting-edge ideas into outcomesfaster, and at any scale. With over two decades of experience as trusted advisors, Penguin Solutions is an end-to-end technology company solving the industry's most complex challenges in computing, memory, and LED solutions. Penguin designs, builds, deploys, and manages high-performance, high-availability enterprise solutions, allowing customers to achieve their breakthrough innovations.

The Technical Operations Manager will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. The TOM will be responsible for managing the 24x7 Data Center Technician team. This role will deliver technical roadmaps to advance operational capabilities for our clients, helping them achieve unparalleled uptime and performance. This position will be onsite in Columbus, Georgia at the customer's data center.

Responsibilities:

• Efficiently run a 24x7 Data Center Technician team.
• Ensure customer satisfaction, measured by both qualitative and quantitative measures
• Conduct Monthly Operational Reviews / Quarterly Business Reviews
• Provide Technical Roadmap Development
• Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations
• Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth
• Develop and maintain technical operational performance metrics and reports.
• Analyze data to make data-driven decisions and drive improvements
• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters
• Drive technical updates, outages, incidents and technical requests, maintaining clear and effective communication
• Partner with other technical resources/Develop standards for the Services organization utilizing best practices
• Maintain a professional and friendly demeanor at all times
• Exhibit patience and empathy when dealing with challenging situations
• Record customer interactions and relevant information in our CRM system, ensuring incidents and outages are well documented

Qualifications:

• BS IT Management, Computer Science or similar; or equivalent education and experience
• Experience managing a Customer Support Desk
• 3+ years of technical operations management
• 2+ years of project management
• 4+ years interfacing with customers, including executive-level interactions
• Experience working with hyperscalers, enterprise companies and/or federal and state government
• Technical industry experience
• Linux, Windows Server, scripting, python
• Jira / Bitbucket or similar experience
• Skilled at working with technical break/fix resources
• Experience influencing cross-functional teams
• Ability to align, motivate and lead a team including creating accountability
• Comfortable running presentations, both remote and onsite, with internal and external senior leaders and team members
• Be flexible and able to function in a high growth environment

Preferred Qualifications:

• Experience mentoring developing team members
• Working knowledge of HPC/AI systems and components
• Working knowledge of Agile methodologies
• Experience with Contractor Support and oversight
• Financial skills (budget planning, invoice reconciliation, understanding of P&L)

Location: Onsite Columbus, Georgia

Compensation & Benefits: The base pay range that the Company reasonably expects to pay for this position Columbus, Georgia is $95,000 $118,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

Inclusion & Belonging Statement: We are committed to creating an inclusive environment that embraces differences and fosters belonging for all. Equal Opportunity Statement: We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.