Vacancy expired!
We are seeking an
AVP, IT Operations Service Delivery . This position is preferably located in the Florham Park, NJ, Purchase, NY or Charlotte, NC locations. The candidate will report to the VP Infrastructure and Operations and have responsibility for the service delivery and operations of the infrastructure function. This includes management of offshore service providers, contractors and employees responsible for the delivery of all infrastructure services. The candidate will be responsible for managing existing operational towers (DC Operations, Network Operations, DB Operations, Cloud Services), as well as building out new operational support areas for areas where an operational support tower does not exist. (e.g. Unified Communications, and Desktop Engineering)The ideal candidate will have experience in managing operational areas in multiple states of maturity. A focus on improvement of processes, documentation, and driving improvement through simplification of environments.A solid blend of process driven mindset with a strong technical background and understanding of the infrastructure/cloud services to be managed will be key for success in this role.Responsibilities include, but are not limited to, the following:- Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed.
- Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
- Maintains high performing operational service support functions for support of operational "Run” activities for Infrastructure and Cloud Services.
- Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drives internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.
- Develops and provides regular and accurate management reporting on IT Service performance.
- Staff Management including recruitment, mentoring, training, target setting and performance assessment.
- 24x7x365 Infrastructure Monitoring
- 3 stacks (DC Ops, NW Ops, DB Ops)
- Offshore Tier 1 eyes on glass team
- Monitoring Tools
- Operations & Production Support
- Alerts & Health checks
- Tier 1 & 2 Issue Triage
- Tier 1 & 2 Tasks
- Proper escalation to Engineering
- Team of support staff
- On shore (U.S.) team leads, each of 3 stacks
- Off shore 8 – 10 technicians, Tier 1 & 2, for each of 3 stacks
- Follow the sun support
- Process and procedures
- Assist in defining procedures for standard support
- Develop & maintain evergreen process for all processes
- Work with IT Production Manager to maintain ticketing process
- Knowledge Base Management (KB's)
- Review all current KB's
- Clear out old KB's & Update the remainder
- Test each KB, confirm they are accurate
- Enter to standard SI IT SOP format
- Load to ITSM knowledge base
- Develop master KB inventory & evergreen process
- Leadership
- Manage & Run all weekly & monthly operations meetings
- Created & Maintain operations meeting format
- Build & Maintain skills library for all staff
- Determine skillsets needed & adjust staff
- Obtain training for staff as necessary, staff must stay current on technology
- Collaborate with Engineering teams
- Collaborate with Global End User Support teams
- Reporting and Administration Management
- Become proficient in ITSM reporting tool
- Review tickets daily, they must not age
- Operational reporting & metrics
- Continue to enhance process & shift responsibilities left
- Bachelor's Degree or equivalent: Computer Engineering or Science
- 10 plus years of experience in Infrastructure Operations and Service Delivery
- Direct management or Team lead experience
- SME in at least one of the 3 stacks
- Exceptional Organization and Communication Skills
- Able to manage a global and diverse technical team, tiers 1 - 2
- Critical thinking and Detail Orientation are very important
Vacancy expired!