Job Description

Intrado is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed – call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

This role will manage and provide leadership for shared services teams responsible for the implementation and operation of compute, storage and application infrastructure; develop KPIs and implement functional processes; participate in incident management providing Tier II and Tier III support; follow and improve established escalation procedures, notifying appropriate internal contacts as warranted; review high level documents and functional requirement documents after product implementation to resolve any problems; develop and maintain an in-depth working knowledge of all products and services.

MAJOR JOB ACCOUNTABILITIES

• Manage the day-to-day activities of assigned staff in providing efficient, secure, and properly maintained applications
• Serve in an ongoing partnership with end users, providing consultative advice and maintaining an in-depth knowledge of business operations
• Monitor the activities associated with the implementation and operation of computer/storage infrastructure, including the creation and adherence of standards, monitoring, and automation efficiencies
• Define and oversee the activities involved in thoroughly testing and implementing applications and/or systems completed by assigned staff
• Manage resources across a multitude of high priority projects and establish priority criteria and manage intake to that criteria
• Manage production readiness criteria (monitoring, resiliency, redundancy, disaster recovery) and govern introduction of new services within purview to those criteria
• Lead and participate in support activities, which includes providing a single point of contact for end users and determining if the service request is within the department scope
• Ensure that high levels of end user satisfaction are provided during each point of contact
• Serve as point of escalation for issues that arise and complete related follow-up activities
• Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to handle unique management challenges
• Other duties as assigned

EDUCATION

• Bachelor's degree from an accredited college or university in computer science, MIS or related field required
• Equivalent work experience in a similar position may be substituted for educational requirements

Benefits & Compensation

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more! Apply today to join us in work worth doing!

For candidates located in Colorado, the starting salary for this position is $130-150K annually and will be commensurate with experience.