IT OPERATIONS MANAGER

Job DescriptionJob Description

IT Operations Manager

Location: Portland, Oregon - Hybrid (in office at least 3 days/week)

Certified International (CLI) provides Interpretation Services. We are a mission-driven organization whose goal is to bring equity to the Limited English Proficient (LEP) community.

What will you do:

• Manage a team of IT professionals who administer:

• A phone-based Interpretation Services system which supports multiple millions of calls per year
• A video-based Interpretation Services system that supports hundreds of thousands of video conferences annually.
• Administration support services (Microsoft stack) for the company’s hundreds of employees and thousands of contractors

• Guide the IT group in the production maturity process, implementing or improving change control processes, operational procedures, operational metrics, managing business SLAs, and so forth.

• Coach and mentor the IT professionals you manage to lead them on their growth journey

• Support budget development and monitoring; help with vendor management (selection, invoice management, etc.)

• Support the development of a security strategy and then execute the infrastructure component.

• Work closely with the software development team on the execution of system enhancements and then the deployment of those changes.

• Work closely with the Service Desk Team Lead and implement system changes needed for employee support.

• Be an important resource to the IT and CLI leadership team in the development of future systems.

• Perform Other Duties and Responsibilities as assigned by your manager

Your Required Background:

• At least 3 years experience running a production system in a cloud infrastructure (Azure, AWS, GCP)
• Have a ‘constant improvement’ (Lean/Kaizen) mindset
• Have managed a team of IT individual contributors (system administrators)
• Have a disciplined approach
• Experience with change control processes, operational controls, operational metrics, etc.
• Have a basic understanding of databases, networking, phone systems
• Experience with Microsoft stack (AD, Office, etc.)
• Strong understanding of IT security
• Good understanding of current DevOps practices
• Familiar with ITIL/ITSM methodologies
• Good project management skills
• Experience working with SaaS vendors and systems
• Team player – putting the goals of the group first

Highly Desired Background:

• 5 years’ experience running a production OLTP system in Azure
• Deep expertise in Azure cloud products (Infrastructure and platforms)
• ITIL certification
• Demonstrated the ability to develop team members – helping them grow in their careers
• Have experience with a call center operation (especially CCaaS)
• Demonstrated success managing a complex project

Physical Requirements:

• The physical demands described here must be met by an employee to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk, and hear. The employee must occasionally lift or move up to 40 pounds.