Intersection is hiring an

Operations Center Manager

New York, United States

Intersection is seeking an experienced technical project and team leader to establish and manage a new Intersection Platform Operations Center (IPOC) for the company. The vision for this Center is a centralized, physically secure facility that provides best-in-class tools and services to technology teams that are delivering and supporting the company’s corporate technology, product offerings and client engagements. The Operations Center Manager will be responsible for shaping, realizing and owning this critical capability, and for this reason a highly motivated and driven technology services and organizational strategist is sought. Collaboration and communication skills are essential for this role, as is the ability to think creatively in a structured, clear and constructive manner. Measured decision-making and discipline under pressure is also a key characteristic we seek. The Operations Center is a core building block that will enable Intersection to support its technology initiatives at scale, and we will need an exceptional candidate to fulfill its objectives.

Responsibilities:
Overview: in partnership with Technical Operations leadership, responsible for the implementation and management of the technology, facilities, services and processes that constitute the Intersection Platform Operations Center. Specific responsibilities include:

  • Internal service definition (including value proposition, key performance indicators and SLAs) 
  • Budget management and cost allocation 
  • Tools and infrastructure ownership 
  • Technical facilities and Operations Center security 
  • Process definition and ongoing optimization 
  • Program management of IPOC initiatives 
  • Resource load levelling, collaboration and orchestration to proactively address business priorities 
  • As a service manager in the Technical Operations organization, active participation in strategic planning and execution in support of all Technical Operations goals and objectives 
  • Principal advocate for the customer-oriented ethos and culture within Technical Operations, responsible for continuous leadership by example in service delivery

Required Qualifications:

  • 8+ years of professional experience in technical team and/or project leadership roles 
  • Experience setting up and managing service organizations, particularly in the domain of technology case management and services 
  • Experience with NOC/SOC technology and resource management, including familiarity with logging, monitoring, alerting and troubleshooting tools 
  • Experience with high-pressure environments and managed issue triage 
  • Client management experience required, in a technology services context 
  • Experience and comfort with client stakeholder management and communications at the senior management level 
  • Real-world technical project and program management experience 
  • Technology management experience, including building, motivating, and optimizing teams, as well as defining and executing against budgets 
  • Excellent written and verbal communication skills 
  • Process definition and documentation skills 
  • Proven ability to effectively work with team members and business stakeholders across diverse roles and experience levels 
  • Strong foundation in information security (digital and physical) and production resiliency principles and practices

Desired Skills:

  • Hands-on experience with enterprise-scale monitoring, log management and/or SIEM systems 
  • Experience and comfort with analytics and business intelligence tools 
  • Experience with enterprise case management systems - Zendesk, specifically, is a plus 
  • Experience designing effective monitoring visualizations in a NOC/SOC context 
  • Hands-on networking, cloud and middleware service experience a plus 
  • Experience with security system technology (including computer vision)

About Intersection:

Intersection is a technology and media company committed to improving the urban experience at the convergence of digital and physical worlds.

Our unique set of assets focus on leveraging emerging trends in technology to improve quality of life in cities as well as create products to grow and develop businesses. With 12 offices, media in 60 markets, and 500+ people across the United States, we carry expertise in:

  • Technology & Innovation
  • Engineering
  • Design
  • Advertising & Media
  • Strategy
  • Data

Our work spans across a variety of markets in cities, government, mass transit, airports and airlines, cultural institutions, retail, and telecommunication providers.

Intersection is the lead company behind LinkNYC, the largest and most advanced public Wi-Fi and street furniture network in the world. By providing up to 10,000 communication hubs for City residents and visitors with free public Wi-Fi, access to communications, information and municipal services across the City, Intersection aims to create an array of solutions to help make cities around the world more livable and connected.

Intersection is an Equal Opportunity Employer.

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