OPERATIONS MANAGER

The IT Operations Manager will be hands-on, working with a support team responsible for pro-active monitoring and management of all pre-production and production systems. Responsible for a 7x24x365 operational environment where uptime is critical and requires immediate response to issues impacting service.

• Development of reports on infrastructure performance reported on a weekly basis.
• Audit proactive monitoring of all systems to detect and resolve problems to ensure uninterrupted operation of all infrastructure systems.
• Responsible for managing and maintaining monitoring tools. Keeping management informed of status on all issues and projects.
• Develop policies, procedures, and processes to ensure that *Best-Practices* are implemented and followed by operations staff.
• Managing the day-to-day operation of a 24x7x365 Network Operations group.
• Identify, diagnoses, and resolve complex technology issues efficiently.
• Work closely with the Engineering team to escalate issues for triage and resolution.
• Maintain communication and status of incidents with other functional teams.
• Routinely review tickets and manage the post-mortem process to identify trends/chronic issues.
• Development of staff training plans, including recommendations for staff recruitment, retention, growth, and career development.
• Owning/updating operational Run-books for all production systems.
• Contribute forward thinking ideas and technology concepts to maintain high availability, scalability and robustness of our infrastructure.
• Defines, documents, implements and communicates policies, procedures, standards and guidelines to staff.
• Prepares operational cost estimates for current and proposed projects.
• Assembles project plans and teamwork assignments, provides direction and monitors work efforts on a daily basis, identifying resource needs, performing quality review, and escalating functional, quality, timeline issues appropriately.
• Participates in managing client and supplier relationships.
• Evaluates vendor proposals for purchases of hardware and software.
• May manage individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans to ensures that the productivity and actions of that group meet and, or, support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets.
• Responds to changes in the business which may affect
• The ability to achieve the budget goals.
• Defines, documents, implements and communicates policies, procedures, standards and guidelines to staff
• Prepares operational cost estimates for current and proposed projects.
• Assembles project plans and teamwork assignments, provides direction and monitors work efforts on a daily basis, identifying resource needs, performing quality review, and escalating functional, quality, timeline issues appropriately.
• Participates in managing client and supplier relationships.
• Evaluates vendor proposals for purchases of hardware and software.
• May manage individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans to ensures that the productivity and actions of that group meet and, or, support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.

Qualifications:

• At least ten years of IT Management experience with Bachelors Degree in Computer Science/MIS, Engineering or related degree
• Advanced knowledge of IT infrastructure, Information Security, and IT operations, including solution design and deployment
• Excellent communication, customer support, and management skills
• Proven leadership experience in managing multiple, distributed, cross-functional teams and/or projects
• Ability to manage competing and fluctuating business priorities
• Experience with assets management tools and strategies