Problem Manager Jobs in Tracy, CA (NOW HIRING)

GENERAL PURPOSE: 
The IT Manager II (Network & Telecom) is responsible for overseeing the operation, 
maintenance, and enhancement of the company's network and telecommunication systems across 
retail stores, corporate offices, and distribution centers. This role provides leadership to technical 
staff, ensures high availability of critical infrastructure, drives automation, manages vendors, and 
supports business growth with scalable and secure technology solutions.

The ideal candidate brings strong hands-on technical expertise in networking and voice systems, 
proven vendor management experience, and the ability to streamline operations through 
automation and process discipline aligned with ITIL (Information Technology Infrastructure 
Library) frameworks.

The base salary range for this role is $134,300 - $229,400. The base salary range is 
dependent on factors including, but not limited to, experience, skills, qualifications, relevant 
education, certifications, seniority, and location. The range listed is just one component of 
the total compensation package for employees. Other rewards vary by position and 
location.

ESSENTIAL FUNCTIONS:
Leadership & Operations:
Lead a team of IT network and telecom specialists responsible for ongoing support, 
maintenance, and optimization of infrastructure.
Ensure high uptime and reliability for WAN/LAN, Wi-Fi, SD-WAN, firewalls, telecom 
systems (VoIP, call routing), and related services across all company locations.
Oversee daily issue management, escalations, and root cause analysis for networking and 
phone-related incidents.
Develop and enforce operational standards, documentation, and procedures.
Network & Telecom Management:
Manage design, configuration, and troubleshooting of network infrastructure including 
routers, switches, firewalls, and wireless systems.
Oversee telecom systems including VoIP platforms, call center technologies, SIP trunks, 
and carrier relationships.
Evaluate performance metrics, identify bottlenecks, and implement improvements to 
enhance reliability and efficiency.
Vendor & Contract Management:
Lead vendor relationships for networking, telecom, hardware, and managed services 
providers.
Negotiate contracts, monitor SLAs, and ensure vendors deliver reliable, cost-effective 
solutions.
Coordinate vendor-led implementations, upgrades, and service engagements.
Automation & Tools
Drive automation initiatives using Python scripts and tools to reduce manual tasks, 
improve monitoring, and enhance reporting.
Collaborate with engineering teams to introduce efficiencies throughout the IT 
infrastructure lifecycle.
Utilize Microsoft 365 and related applications to streamline workflows and enhance team 
productivity.
Process, Compliance & Change Management
Implement and maintain ITIL best practices in incident management, change 
management, and problem management.
Govern change processes to reduce risk and ensure smooth deployment of infrastructure 
improvements. 
Ensure compliance with security policies, data protection standards, and audit 
requirements.

COMPETENCIES:
People
Building Effective Teams 
Developing Talent 
Collaboration
Self
Leading by Example
Communicates Effectively
Ensures Accountability and Execution
Manages Conflict
Business
Business Acumen
Plans, Aligns and Prioritizes
Organizational Agility
With particular emphasis on the following specific position-related competencies:
Problem Solving/Decision Quality 
Dealing with Ambiguity
Customer Focus 
Negotiating/Influencing

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
Bachelor's degree in information technology, Computer Science, or related field OR 
equivalent experience. 
8 - 10 years of experience supporting enterprise IT networks and telecom systems. 
4 years of experience in a leadership or team lead role. 
Strong expertise in: 
o Networking (Cisco, Aruba, or similar)
o WAN, LAN, SD-WAN, Wi-Fi
o VoIP systems, SIP technologies, call routing
Proven vendor and contract management experience. 
Hands-on experience using Python for automation tasks (e.g., monitoring, configuration, 
log analysis). 
Strong proficiency with Microsoft 365 applications, Teams, and related admin tools. 
Knowledge of ITIL processes with experience implementing or operating within a change 
management framework.
Contract negotiation and 5 year budgeting experience

PHYSICAL REQUIREMENTS/ADA:
Job requires ability to work in an office environment, primarily on a computer
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person and/or 
virtual meetings, typing, and working with paper/files, etc. 
Consistent timeliness and regular attendance 
Vision requirements: Ability to see information in print and/or electronically
Minimal travel will be required
This role requires regular in-office presence, including to engage in in-person team interaction, 
meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this 
role can perform duties effectively using a combination of in-office and remote work. #LI-Hybrid

SUPERVISORY RESPONSIBILITIES:
IT Analyst

DISCLAIMER:
This job description is a summary of the primary duties and responsibilities of the job and position. 
It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. 
Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or 
promotion according to their skills, abilities and experience. We believe that it is an essential part 
of the Company's overall commitment to attract, hire and develop a strong, talented and diverse 
workforce. Ross is committed to complying with all applicable laws prohibiting discrimination 
based on race, color, religious creed, age, national origin, ancestry, physical, mental or 
developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical 
conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital 
or registered domestic partnership status, medical condition (including cancer or genetic 
characteristics), genetic information, gender, gender identity, gender expression, sexual 
orientation, as well as any other category protected by federal, state or local laws.