Expert IT Operations Service Manager

3 weeks ago

Oakland CA, United States PG&E Corporation Full time

Requisition ID # 157344 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

The Enterprise Content Services (ECS) department within the PG&E Information Technology division is dedicated to supporting all business sectors, excluding the nuclear power plant. The department excels in the design, development, delivery, and support of enterprise-class software solutions that ensure the secure and safe management of PG&E's electronic content and records. Additionally, the ECS department is responsible for the operational and maintenance oversight of several critical production content and records management systems. These systems empower business lines to fulfill electronic content and records management duties as dictated by both internal standards and external regulatory bodies. In partnership with the Information and Records Governance (IRG) organization, ECS is committed to fostering and refining secure and compliant records management practices throughout the company. 

 

Position Summary

The Information Technology Operations Service Manager, Expert functions as the key subject matter expert in the designated technology areas and works to provide strategic and tactical operational direction for the ECS operations team. Develop and maintain relations ships with the vendor teams. Produce reports and visual management boards to measure and track KPIs and KRIs. Periodic review and approve, right access to ECS systems. Run daily operating review for operations team. Daily operational support activities, patching, vulnerability management, shift-left planning and execution.

 

The service manager has overall responsibility for supporting PG&E's ECS business team’s vision by improving service quality, providing root cause expertise, analysis, and leadership for quality implementations of new technology, while focusing on reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies. The responsibilities include but are not limited to analysis, oversight, and coordination of escalated operations events related to privacy applications in IT and supporting infrastructure.

 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. 


A reasonable salary range is:

Bay Area Minimum: $118,000
Bay Area Maximum: $188,000

 

Job Responsibilities

  • Provides advanced consulting and guidance during the detailed design, build, test, and deploy phases of privacy related systems.
  • Work closely with managed Services Organization for tracking KPIs/KRIs
  • Collaborates with team or leaders to work on issues, projects or activities.
  • Works to address the needs of ECS business and develops comprehensive solutions/offerings that address complex needs across all partner teams.
  • Ensures work in department is carried out using established processes, practices and procedures as directed.
  • Acts as a liaison between various departments and cross functional teams.
  • Identifies, defines and translates detailed performance critical use cases, test cases and test scripts and ensures it meets standards.
  • Conducts review of regulations, standards, procedures, records, data, and other documents relevant to audit scope, objectives, and criteria.
  • Fields inquiries from users about problems with applications/software by assessing nature and scope of issue reported and determine potential resolution.
  • Provide operational subject matter expertise on ECS platforms like – Documentum, Zasio, Open Text File Intelligence, RecordPoint
  • Provide operational subject matter expertise on AWS infrastructure
  • Review and prioritize enhancements submitted by line of businesses.
  • Champion rollout of new product features
  • Help translate business requirements from the lines of business teams into functional requirements.
  • Maintain enhancement backlog and conduct regular enhancement prioritization sessions.
  • Co-ordinate with product vendor for resolution of any issues needing escalation.
  • Respond to Privacy applications related incidents submitted via Remedy.
  • Co-ordinate incident resolution including co-ordination with SaaS application vendors.

 

Qualifications

Minimum :

  • BA/BS in Computer Science/ Information Systems, Business, Engineering, etc. or equivalent work experience
  • 7 years experience in IT-Information Technology, or other job-related


Desired :

  • PMI-Project Management Institute PMP-Project Management Professional certification
  • LSS-Lean Six Sigma Certification
  • ASM-Agile Scrum Master Certification

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