IT Operations Manager

Paul Hastings is a leading international law firm that provides innovative legal solutions to many of the world's top financial institutions and Fortune Global 500 companies. With a strong presence throughout Asia, Europe, Latin America, and the U.S., we have the global reach and extensive capabilities to provide personalized service wherever our clients’ needs take us. As one of the world’s leading law firms, we seek dynamic individuals who share our commitment to service, innovation, and professional growth.

We have an opening for an IT Operations Manager in our Information Technology Department.

The IT Operations Manager position within Paul Hastings, LLP is a key position that is central to ensuring the uninterrupted, efficient, and secure operation of our IT infrastructure, crucial for maintaining our firm's global leadership in legal services. Operating within a 24x7 framework with a worldwide footprint, this role leads a dedicated team in managing the daily operations of our IT landscape, focusing on critical aspects such as incident response, system outages, and seamless communication across global offices. The incumbent’s leadership will ensure the firm's IT operations are resilient, responsive, and aligned with the demanding pace and confidentiality needs of the legal world. This role is for an individual driven by resolving challenges, excels in a fast-paced environment, and has a passion for leveraging IT to support global legal operations. This role is designed for a visionary leader who understands the critical intersection of IT and legal service delivery on a global scale.

In this capacity, the IT Operations Manager will:

Lead and oversee 24x7 IT operations, ensuring high availability and reliability of IT systems crucial to the firm's global operations; Manage rapid incident response protocols to minimize downtime and address system and application outages with a sense of urgency, ensuring continuous access to legal data and systems; Work closely with Infrastructure and application teams to ensure optimal performance for all business applications; Tracks and analyzes service desk metrics and performance indicators to identify trends and enhance service quality; Work with NOC and other IT groups to implement improved application performance monitoring solutions in order to improve visibility and identify performance issues in user facing platforms; Identifies opportunities for improvement between IT departments to resolve cross-functional issues; Develop KPIs, metrics and reporting to communicate status of customer issues, overall systems health, stability and compliance; Work directly with IT Support management to look for opportunities of improvement, increased capabilities to onboard additional functionality into first/second level support handling; Coordinate effectively across time zones to ensure seamless communication and collaboration; Coordinate effectively across time zones to ensure seamless communication and collaboration among global IT teams, legal professionals, and stakeholders; Implement robust change management and disaster recovery strategies, prioritizing system integrity and data security, particularly in handling sensitive client information; Analyze system performance and incident trends to develop strategic improvements, enhancing the resilience and efficiency of IT operations; and Foster a culture of continuous improvement and learning within the IT operations team, emphasizing best practices in IT service management tailored to the legal sector's unique requirements.

Proficiencies:

Expert knowledge in managing IT operations within a 24x7, global infrastructure, preferably in a law firm or similar high-stakes, confidential environment; Experience in system and application troubleshooting. Ability to perform full stack traces, including proficiency in querying logs, tuning application performance monitoring, perform SQL database queries, or any other tools required for troubleshooting; Strong leadership skills with the ability to manage, motivate, and lead teams across different geographic locations and cultures; Excellent communication and coordination skills, capable of effectively managing stakeholder expectations and ensuring alignment with the firm's operational objectives; Excellent writing skills for the creation of processes, knowledge bases articles, requirements, plans, and incident writeups including executive summaries; Proficiency in incident and problem management, with a track record of minimizing impact on business operations and swiftly resolving IT issues; Adept in implementing and managing change control processes, disaster recovery planning, and ensuring compliance with legal industry IT security standards; Strong organizational and time management skills, with the capacity to prioritize tasks and manage multiple incidents and problems concurrently in a high-pressure environment; Proficiency in incident and problem management software, as well as a broad understanding of IT infrastructure and applications; Skilled in resolving conflicts and negotiating effectively with stakeholders and team members to achieve incident resolution and problem management objectives; Ability to think strategically about the long-term impact of incidents and problems on business operations and IT services, proposing solutions that align with organizational goals; and High level of emotional intelligence to manage stress and pressure effectively while leading and motivating teams during high-stress incident and problem resolution processes.

Qualifications:

A Bachelor’s degree in Computer Science, Information Systems, or related field, with a strong foundation in IT operations and security practices; A minimum of 7 years of experience in IT operations, with at least 2 years in a supervisory or leadership role, preferably within a law firm or similar environment demanding high availability and confidentiality; Certifications in ITIL, or equivalent IT service management frameworks, with a deep understanding of their application in a 24x7 operational context; and Demonstrated experience in leading IT operations with a global footprint, including managing incident response, system outages, and IT infrastructure optimization.

Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.

The salary wage range that we expect to pay for this position is a minimum of $114,600 and a maximum of $166,000 annually. The actual pay wage may vary based on experience or other relevant factors.

Eligible employees can participate in the Firm’s comprehensive benefits program, which include the following:

Medical, Dental, Vision, Life/AD&D, Long Term Care, and Short and Long Term Disability Flexible Spending Account and Health Savings Account Healthcare Concierge and Advocacy Voluntary 401k Plan and Profit Sharing 10 Paid Holidays per year and a generous PTO program Family Support including Pediatric Mental Health and Parental Support, Paid Parental Leave, Fertility Benefits, and Breast Milk Shipping Back-up Child Care, Elder Care, and Tutoring Wellness Programs (Employee Assistance Program, Mental Health, and Well-Being Events) Retirement Plan Consulting Anniversary Bonus Program Professional Development Programs Transportation Allowance and Commuter Benefits International Travel Insurance Auto/Home/Legal Insurance Pet Insurance Employee discounts And more

The Firm has a range of diversity initiatives including our Paul Hastings Affinity Networks (PHANs), Women’s Initiative, and PH Balanced. These initiatives provide a firmwide forum to share experiences, as well as an opportunity to participate in a supportive network with common interests to help make life at the firm more inclusive. Learn more about our Global Diversity, Inclusion and Wellness Initiatives here .

Paul Hastings LLP is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. #J-18808-Ljbffr