Complex Hosting Manager

Details: POSITION RESPONSIBILITIESThe Blackboard ASP Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe.  Blackboard is seeking an experienced, motivated and detail-oriented Technical Manager, Complex Hosting Services to join our ASP Services team in Washington, DC.  The primary responsibilities are to be a dedicated relationship manager with one or more elite Blackboard ASP clients and provide superior level of client support, project management, communication and documentation to the set of clients.  This is a unique and exciting opportunity for a technical professional with project management and client support experience to contribute to a rapidly expanding technical organization.The roles and responsibilities of the Technical Manager, Complex Hosting Services (CHM) will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within Blackboard’s ASP Services organization.To meet these objectives, the CHM’s tasks will include, but not be limited to, the following:Acting as the central point-of-contact within Blackboard ASP Services for a small set of clients and maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ hosted environmentPlanning and managing projects involving client’s infrastructure for scalability, optimal performance, and growth in coordination with clients and all elements within BlackboardCoordinating with Blackboard Global Services Project Management, Product Developers, clients’ Technical Support Manager in ASP Services, ASP Operations, and other elements of Blackboard to deliver and manage clients’ requirementsSupporting directly the hosted Blackboard applicationModifying and ordering hardware when necessary in coordination with clientsDesigning and implementing ASP testing and/or staging in coordination with client as necessary for testing and upgrade planning purposes Conducting systems audit and analysis on the performance of the client’s ASP environmentCoordinating and facilitating regularly scheduled project and status update meetings with clientsDeveloping detailed documents including Escalation process, Operations Handbook, Infrastructure (including Oracle 10G RAC) test and implementation plansDocumenting and providing monthly reports to clients on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs and other relevant materialsProviding timely and detailed reports of infrastructure changes, service outages, or degradation of services; and issue resolution reports

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