Senior IT Operations Manager

Job DescriptionJob Description

The Senior IT Operations Manager reports directly to the Senior Director of IT Infrastructure and Operations, and manages and matures all daily activities including monitoring, maintenance, tracking, reporting, and problem resolution for IT systems.  This includes managing a team of IT administrators and optimizing the team's 24x7 incident response and post-mortem/Root Cause Analysis activities.

Essential Job Duties/Responsibilities:

.              Manage change initiatives in a structured manner to ensure systems availability, performance and reliability.

.              Manage system maintenance / backups and ensure the integrity of service recovery.

.              Analyze activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future issues.

.              Ensure proper management, maintenance, provisioning and monitoring of all production environments.

.              Partner with the IT Security team to enforce security policies and ensure security-oriented operational functions are completed in a timely manner.

.              Manage internal operations projects that may require cross-department resources and coordination.

.              Provide exceptional customer service to internal and external customers at all times.

.              Manage the team's use of the IT ticketing system to ensure timely completion of incidents and service requests.

.              Define and mature key operational metrics, develop reporting, set targets, and ensure continuous improvement.

.              Present operational metrics to IT Leadership on a consistent basis.

.              Oversee timely handover of new services from delivery teams to Operations.

.              Prepare & manage the IT Operations budget.

.              Oversee and approve change implementations.

.              Lead daily standup meetings as assigned. collaborate on change control requests.

.              Engage in interviewing, hiring, and training employees. planning, assigning, and directing work. appraising performance. rewarding, coaching, and disciplining employees. addressing complaints and resolving problems.

.              Available for after-hours escalations as needed.  resume(at)permantechcom

.              Ability and willingness to travel locally, regionally, and nationwide up to 15% of the time 

Company Descriptioncompany focused on growth, innovation, and customer focusCompany Descriptioncompany focused on growth, innovation, and customer focus