Manager, Technology Operations

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EX LIBRIS– Who are we?

Ex Libris, Part of Clarivate, is a global EdTech (Education Technology) industry, leader. We serve some of the most prestigious academic institutions and research Universities worldwide, with over 7,500 customers in 90 countries.

Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter.

We are looking for a Manager, of Technology Operations (NOC) for our HUB to join our 24/7 Cloud services team, The 24/7 team monitors and oversees the entire Ex Libris (part of Clarivate) cloud and is meant to provide fast resolution to critical rising issues. The team consists of 10 people and is reporting to the Technology operation Sr. manager.

What will you be doing in this role?

Lead Day-to-Day 24/7 Hub operation activities and team members.
Implement service and monitoring improvements.
Act as a gate to other Cloud groups by providing professional analysis and support.
Work with and operate various monitoring and control systems.
Maintain communication with clients and different elements within the organization.
Maintain a general overview of all activities performed in the cloud and raise flags as needed.
Perform system and network analysis using well-defined toolsets for proactive monitors.
Execute the roadmap to evolve Cloud NOC to the highest Tech level.
Measure, and ensure adherence to operational metrics & SLAs, and KPIs.
Analyse incidents, perform troubleshooting, communicate with internal stakeholders, and help to track events & problems through to resolution.
Ensures all HUB analysts are effective and fully utilized to provide high resource utilization.

About You – Experience, Education, Skills, And Accomplishments

BA or BSc degree in a relevant field – Computer Science, Networking, Industrial
4+ years of management experience with relevant technical knowledge.
4+ years of experience as a manager or tech lead within a 24/7 “round the clock” call center, NOC, HUB or Support group.
2+ Years of experience in Cloud/SaaS environments.
4+Years of NOC/Monitor/Networking experience.
4+years of experience providing service and communicating with a large-scale customer base.
4+years of experience in troubleshooting and technical analysis.
4+ years working in a global environment with high-level English both written and spoken (Additional languages will be considered an advantage).

It would be great if you also had . . .

Knowledge of Linux systems.
Familiarity with DBs such as Oracle, My SQL, Cassandra…
Knowledge of scripting language (Bash, Python, JS, C-Shell) and programming.
Knowledge in storage and backup.
Knowledge of networking components and diagnosis.
Experience with ITSM tools (ServiceNow) – big advantage

Hours of Work / More important information for you:

Our base is in the Jerusalem, Israel office, this is an onsite position from our office.

This is a full-time position.

Why Ex Libris?

Ex Libris values our employees and strives to create the perfect balance between work and home life. Join us to be part of a family-like environment; enjoy our unique culture and benefits. Be part of a thriving, productive community helping change the future of higher education with the state-of-the-art technology from Ex Libris.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training and other terms, conditions and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.