Manager, IT Operations

POSITION SUMMARY:

The IT Operations Manager provides leadership and oversight for IT service delivery in a 24x7 marine container terminal environment. This role directs managed service providers and technology vendors; oversees JIRA service-management queues, software testing, and releases; aligns IT priorities with operational and business needs; and ensures the timely resolution of incidents affecting the Terminal Operating System (TOS), Gate, OCR, and other critical systems. The IT Operations Manager serves as a key liaison between IT and Operations, Customer Service, Finance, and other terminal departments, translating business requirements and operational impacts into technology priorities and actionable work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Maintain a safe and secure working environment while promoting IT Operational excellence throughout the organization.
2. Manage the daily delivery of IT operational services supporting the marine container terminal.
3. Ensure technology incidents and service requests are evaluated based on business and operational impact and assigned the appropriate priority.
4. Coordinate resources across internal IT teams, onsite managed services, and external vendors to resolve operational technology issues.
5. Maintain awareness of terminal operating conditions and adjust IT priorities to support changing business requirements.
6. Ensure critical incidents have appropriate management visibility, technical ownership, escalation, and communication.
7. Provide leadership and operational oversight of the onsite managed service manager.
8. Establish priorities and coordinate assignments for onsite support personnel.
9. Monitor managed service performance against established service levels and performance expectations.
10. Manage daily operation of assigned JIRA/JIRA Service Management queues.
11. Review incidents and service requests for appropriate categorization, priority, assignment, and business impact.
12. Identify recurring incidents and initiate appropriate problem-management or root-cause-analysis activities.
13. Maintain appropriate records of vendor issues, decisions, commitments, and outstanding actions.
14. Develop productive relationships with key vendor technical and account-management personnel.
15. Attend and actively lead or participate in weekly triage sessions involving critical terminal technology systems
16. Coordinate the planning, testing, deployment, and post-implementation validation of software updates affecting terminal operations.
17. Work with business users, vendors, and IT resources to understand proposed software changes and potential operational impacts.
18. Develop, document, maintain, and periodically review system test cases for critical terminal applications and workflows.
19. Coordinate production implementations with Operations and other affected departments to minimize business disruption.
20. Ensure appropriate implementation, communication, validation, support, and rollback plans are established for significant production releases.
21. Promote increased use of monitoring, automation, AI, self-service, documentation, and proactive support capabilities.
22. Promote a culture of accountability, customer service, collaboration, and continuous improvement.
23. Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Strong managerial, supervisory, and decision-making skills to achieve department and company goals.
2. Excellent interpersonal skills. Ability to interact with a variety of people throughout the corporation.
3. Ability to remain calm and professional during confrontational situations.
4. Effective public speaking and presentation skills. Be able to present and defend a point of view.
5. Possess excellent communication, written, oral, and interpersonal and teamwork skills, communicate constructively and confidently, listen openly, and collaborate well with staff and others in different groups.
6. Ability to relate information from a multitude of sources.
7. Capability to turn theoretical information into practical applications.
8. Convey a professional and positive attitude with action/results orientation to problem solving and elimination of backlogs.
9. Proven ability and experience in exercising good judgment and discretion in handling confidential materials and matters.
10. Possess strong organizational and analytical skills in managing daily, weekly, monthly, quarterly, or annual deadlines, but flexible to a changing list of priorities, sometimes daily.
11. Excellent attention to detail with a high degree of accuracy.
12. Ability to handle multiple demands; prioritize workloads; establish and maintain positive, cooperative, and productive working relationships.
13. Advanced understanding and familiarity with Microsoft Office: Word, Excel, Outlook, Power Point, and Internet. Certification a plus.
14. Knowledge of JIRA/JIRA Service Management.
15. Knowledge of marine terminal technology is highly desirable, including Terminal Operating Systems, Gate systems, OCR, RFID, GPS/location technologies, and truck appointment systems (NAVIS experience a plus).

EDUCATION AND/OR EXPERIENCE

1. Bachelor's degree in Computer Science, Information Security, Information Technology, or a related field.
2. A minimum of three (3) to five (5) years of progressive IT operations, application support, infrastructure, service delivery, or related technology experience preferred.
3. Experience leading technical teams, managed service providers, or vendor resources.
4. Experience coordinating software releases, testing, upgrades, and production implementations.
5. Strong incident, problem, and change-management experience.
6. Experience working in a unionized labor environment, a plus.

PHYSICAL REQUIREMENTS

1. The ability to work any days or hours, including weekends and holidays.
2. The ability to walk and stand for extended periods of time.
3. The ability to use a computer and keyboard.
4. The ability to sit and work at a desk and/or computer for extended periods of time.
5. The ability to lift 30-50 pounds with or without assistance.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

WORKING ENVIRONMENT

The work is performed both inside and outside at LBCT sites, in a marine terminal location, in temporary offices and classrooms. Position is based in Long Beach, CA; work assignments may require travel to other marine terminal sites or travel to other locations.

TWIC Requirement: Successful candidates must obtain and maintain a Transportation Worker Identification Credential (TWIC).

NOTE: This job description is not all-inclusive. An Employee may perform other related duties as required to meet the ongoing needs of LBCT LLC.