Platform Lead, Recovery Services Operations
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Job Description
Platform Lead maintaining disaster recovery systems and services for 11:11’s customers. Improving recovery operations, resolving complex incidents, and shortening restore times and RTOs.
Responsibilities:
- Support and maintain recovery systems and services critical to customer business continuity
- Execute recovery procedures and provide services for disaster recovery activities
- Identify infrastructure and platform bottlenecks and analyze complex issues
- Improve operational efficiencies and restore times to shorten customer RTOs
- Manage queues, resources, escalations, and shift turnover
- Act as the single point of contact for complex incidents and technical escalations
- Lead the technical bridge for the assigned platform and provide timely management updates
- Mentor the team by identifying skill gaps, implementing training plans, and facilitating training sessions
- Collaborate with Architects to identify systemic issues, procedural gaps, and solutions
- Review technical recovery procedures before recovery or test events
- Research and propose innovative solutions supporting customer recovery objectives
- Own incidents, resolve highly complex issues, and manage work queues with clear ticket updates
- Follow escalation procedures and proactively escalate resource issues to an on-duty Manager
- Facilitate shift turnover meetings
- Follow company ethics, values, data handling agreements, policies, privacy practices, compliance training, and acknowledgements
- Perform additional duties as assigned
Requirements:
- Bachelor’s or University degree in Engineering, Computer Science, Information Technology, or related field of study or equivalent years of work experience required
- Advanced degree preferred
- 12+ years of technical recovery technology experience in a role involving direct customer contact
- 5+ years of industry experience in recovery technology design or engineering roles in a large, complex service provider environment preferred
- Technical certification(s) in at least one relevant Platform or Recovery Technology required
- Highest-level proficiency in Windows, VMWare, Backup, and Cloud platforms
- Deep expertise in TCP/IP, network technologies, and Cloud platforms; ability to use diagnostic tools
- Subject matter expertise in the majority of relevant recovery technologies and applications
- Aptitude for learning and incorporating new skills and technologies
- Ability to independently engage customers, vendors, and peers
- Proven ability to lead, train, and mentor global team members
- Operational experience with SAN, Fiber Channel, NAS, or external disk storage arrays required
- Infrastructure automation techniques required
- Previous experience with disaster recovery exercises required
- Willingness to accommodate additional hours or varying shift types under a 24 x 7 global operating model
- Excellent interpersonal, written, and verbal communication skills
- Must be legally eligible to work in an assigned country without visa sponsorship
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