Senior Manager, TigerData Technical Service

The Senior Manager, TigerData Technical Service will guide the implementation and support of the TigerData service, a comprehensive set of data storage and management tools and services that provides storage capacity, reliability, functionality, and performance to campus. Working with TigerData leadership and critical partners across campus, you will implement the strategic roadmap and service model for TigerData. You will manage the rollout of TigerData to adopters across campus through outreach, provide technical guidance and training, troubleshoot support requests, and coordinate the enhancements of features within TigerData. Working in the Advanced Systems and Storage Management team in Research Computing, you will partner with technical staff, the Library, and the Office of the Dean for Research to establish best practices and provide timely and creative support for data management, storage, and retrieval using TigerData.

Leadership

• Build and maintain relationships with key TigerData partners in Research Computing, OIT, the Library, and academic departments involved with the implementation of TigerData
• Working with leadership and the Advanced Data and Storage Management team, implement and maintain the strategic roadmap and service model for continuous improvement and ongoing support of TigerData
• Mentor, train, and support colleagues in the strategic use of MediaFlux and in the implementation of TigerData

Outreach, Communication, and Implementation Management

• Partner with Researcher Engagement and the Princeton Research Data Service (PRDS) to support comprehensive TigerData training and services paired with data management education offered through the Library
• In partnership with PRDS, coordinate the onboarding of adopters into TigerData services through outreach, communication, and workflow design
• Lead efforts to understand how campus research impacts trends in storage needs. Manage metrics for quotas and storage usage, and provide input to leadership about the growth of storage hardware to support the research needs on campus
• Identify data movement workflow requirements between local/hot storage and TigerData, performance needs, and requirements for efficient interaction with, and analysis of, data
• Create new relationships with academic departments and researchers to promote the benefits of TigerData

Technical Service Management

• Monitor and manage incidents and requests for TigerData using a tool named Request Tracker (RT) and ensures work is assigned, completed, and follows standard change management and support processes
• Manage dashboards/reports and respond to key performance indicators and metrics on service levels for TigerData
• Maintain documentation on the TigerData service offering across relevant knowledge bases (ServiceNow), the TigerData website, and all technical training materials needed to support user adoption
• Collaborate with the Princeton University Library Software Engineers and PRDS on the TIgerData front end primarily focused on: improving and testing workflows for bug reports and help requests, and coordinating work with the Advanced Data team to align MediaFlux features and functionality

Professional Development

• Keep abreast of emerging technologies related to data storage and movement
• Grow an understanding of MediaFlux features and functionality that can contribute to best practices established during the implementation of projects in TigerData

Essential Qualifications:

• Bachelor's Degree, or equivalent
• 5+ Years experience managing a technical service, or related technical leadership experience
• 3+ Years experience managing project implementations
• Strong verbal and written communication skills
• Ability to quickly learn and understand complex subject matter beyond area of core knowledge
• Experience in writing documentation, process workflows, and training guides for various audiences
• Demonstrated successes working in a collaborative environment, as well as independently
• Ability to communicate effectively with a diverse user base having varied levels of technical proficiencies
• Proactively seeks information and ideas from peers, supervisors, and customers
• Ability to handle multiple priorities

Preferred Experience:

• Experience using Request Tracker (RT) and/or ServiceNow
• Expertise with big data system administration, installation, and troubleshooting
• Experience with cloud storage solution administration
• Experience working in a research environment and interacting with faculty

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS