As part of the IT Infrastructure Shared Services group, the IT Operations Manager will play a key role, acting as a bridge between the various IT departments in order to support all production systems. He/She will be required to work with other IT resources to optimize tools, ensure standards and procedures are defined, documented and followed.
This role will be a key driver of incident, change and problem management activities. He/She will be responsible for communication to our IT and Business communities, to include broadcast messages and outage reports. The IT Operations Manager will provide applicable metrics and reports for his/her areas of responsibility.
The IT Operations Manager will manage a team of professionals to maximize system uptime and ensure business continuity.
The IT Operations Manager will have responsibility for ensuring support in the areas of monitoring, data transport, backup/restore, media management and other operational duties. He/She will apply proven communication, analytical, and problem-solving skills to help identify, communicate and resolve issues in order to maximize the benefit of investments. He/She will proactively identify potential efficiencies through process improvements and automation of common repetitive tasks.
PRIMARY RESPONSIBILITIES:
• Maintain continuous control of production Information Systems activities through daily management reports and direct supervision.
• Manage timely communication to IT and Business community.
• Supervise operations staff, including career development and training, performance reviews, coaching and counseling and assigning tasks/projects.
• Ensure creation of all support schedules (includes on-call) for Operations staff (weekly/monthly/yearly/holiday).
• Manage the IT Change Control process to facilitate changes, while exercising the necessary precautions to protect the production environments. Facilitate Change Advisory Board (CAB meetings)
• Attend and conduct various meetings (to include staff / customer meetings).
• Develop and implement information system standard procedures and policies in order to comply with IT Audit requirements.
• Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable).
• Manage the process of providing reliable tape and disk backups, oversee quarterly backup validations and ensure full system recovery documentation is current and complies with IT standards.
• Participate in decision-making activities related to the production IT application, hardware, and software.
• Create and/or upgrade Operational Level Agreements (OLAs) that are aligned with SLAs.
• Manage audit processes for off-site media, as applicable.
• Create departmental budget and control expenses as necessary for compliance.
• Demonstrate professional, positive, and approachable attitude/demeanor and discretion. Demonstrate sensitivity in handling confidential information.
• Demonstrate good business acumen.
EDUCATION AND QUALIFICATIONS:
1. Bachelor Degree in IT, MIS or CS (some equivalent experience will be considered).
2. Minimum of 3-5 years managing IT Operations team.
3. Knowledge of Linux, Unix AS/400, VMWare, Wintel and SAN.
4. Knowledge of system and application monitoring and responsiveness. Knowledge of CA Autosys job scheduler is a plus.
5. Proficient written, verbal, and interpersonal communication skills at all levels of the organization.
6. Effective organization and time management skills, with the ability to establish effective working relationships and contribute in a team environment.
7. Dedication and willingness to work flexible hours.
8. ITIL Foundation v3 Certification required or commitment to obtain within 6 months of hire date.
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