5-7 years of experience in IT Operations leadership
Strong understanding of both on-premises and cloud-based systems
Proficient in IT infrastructure, networks, and troubleshooting
Excellent leadership and communication skills
Ability to manage multiple projects simultaneously
Bachelor's or master's degree in IT or related field
Responsibilities
Manage and monitor operational system performance across all technologies
Respond to and resolve IT incidents and outages
Oversee service delivery points including vendor management
Lead the IT Operations team in troubleshooting technical outages
Coordinate triage efforts and communication for major incidents
Create and manage standard operating procedures
Report on KPIs and SLAs to ensure service quality
Benefits
Opportunity to lead a small team in a hands-on technical role
Engagement with both technical and business teams
Focus on high availability and disaster recovery environments
Work in a dynamic environment with diverse IT challenges
No travel required, providing work-life balance
Full Job Description
We are looking for an Experienced IT Operations Leader with expertise in supervising and operating the on-premises and cloud-based software solutions and infrastructure which includes enterprise job scheduling, batch processes, and availability of other key IT services, both internal facing and customer facing. This position also partners with technical and business teams to develop, manage, test and oversee all high availability and disaster recovery environments. The role is mainly a hands-on technical role who also manages a small team of operations personnel.
Essential Duties & Responsibilities
Manages and monitors operational system performance across all information technologies including hardware, software, data platforms, processes, etc.
Key owner of responding to and assisting in resolving IT incidents and outages/Major Incidents which include alerting, managing on-call rotations, communicating with business operations
Oversee all points of service delivery including vendor payment oversight/account management, certificate management, service account management, etc.
Manage the IT Operations team which acts as the first line of solutioning of all technical system outages, whether the issue is vendor or internally driven.
Lead the team as the point of contact to coordinate and manage triage efforts and communication for major incidents
Create, manage and operate using an established series of run books and standard operating procedures
Lead as the owner of IT operational policies, procedures and practices
Assist with the management and inventory of IT assets including hardware, vendor-provided platforms, networks, etc., critical to defining and operating services
Manage using ITIL best practices and other frameworks appropriate to ensure best in class operations and the highest possible levels of service availability
Act as a key leader and partner for IT change management while ensuring proper auditability
Oversee, maintain and report periodic KPIs and SLAs of IT Operations and partner with IT leadership to ensure negative trends are addressed
Implement and operate standard operating procedures for system maintenance
Collaborate with technical support teams to address user and enterprise system issues
Collaborate with line of business departments to align IT operations with business objectives
Assist with managing IT service providers and vendors for services such as internet, cloud computing, and hardware maintenance
Provide support for IT solutions that enhance mission-critical business operations.
Maintaining a strong understanding of the organization's business needs and working closely with other departments to ensure that IT is aligned with those needs.
Qualifications/Requirements
Proven experience as IT Operations Leader with attention to detail and a high sense of urgency
Experience with system installation, configuration and analysis
Thorough knowledge of networks, on-premises computing, in-house developed and vendor-developed software systems, and cloud computing
Strong leadership and communication skills to effectively manage a small team and properly engage technical and business partners as necessary
Technical proficiency and knowledge of IT infrastructure, networks, and systems to effectively manage and troubleshoot issues.
Ability to manage multiple projects and competing tactical issues and/or initiatives
High problem-solving aptitude and expert knowledge in troubleshooting complex technical ecosystems
Education/Experience
Bachelor's or master's degree in IT or related technical field (i.e., Computer Science, Engineering) and/or 10+ years of IT Operations experience.
