Senior IT Operations Service Manager

2 weeks ago

Oakland, California, United States PG&E Corporation Full time

Requisition ID #

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) division within PG&E's Information Technology sector is committed to supporting all business areas, excluding nuclear operations. This division specializes in the design, development, delivery, and maintenance of enterprise-grade software solutions that ensure the secure and efficient management of PG&E's electronic content and records. Furthermore, ECS oversees the operational and maintenance aspects of several critical production content and records management systems, enabling business units to fulfill their electronic content and records management responsibilities in compliance with both internal standards and external regulatory requirements. In collaboration with the Information and Records Governance (IRG) organization, ECS is dedicated to enhancing secure and compliant records management practices across the organization.

Position Summary

The Expert IT Operations Service Manager serves as the primary subject matter expert in designated technology domains, providing both strategic and tactical operational guidance for the ECS operations team. This role involves developing and nurturing relationships with vendor teams, generating reports, and creating visual management boards to monitor and assess KPIs and KRIs. The service manager conducts daily operational reviews for the operations team, overseeing activities such as patching, vulnerability management, and shift-left planning and execution.

The service manager is responsible for advancing PG&E's ECS business team's vision by enhancing service quality, delivering root cause analysis, and leading quality implementations of new technologies. The focus is on reducing costs, boosting productivity, and facilitating organizational effectiveness through enabling technologies. Responsibilities include, but are not limited to, analysis, oversight, and coordination of escalated operational events related to privacy applications in IT and supporting infrastructure.

PG&E provides a salary range that reflects the company's good faith belief regarding compensation for this position at the time of posting. This range is specific to the job's locality, and actual salaries will be determined based on various factors, including 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

  • Offers advanced consulting and guidance throughout the detailed design, build, test, and deployment phases of privacy-related systems.
  • Collaborates closely with the Managed Services Organization to track KPIs and KRIs.
  • Works in partnership with team members or leaders to address issues, projects, or activities.
  • Develops comprehensive solutions that meet the complex needs of ECS business and partner teams.
  • Ensures departmental work adheres to established processes, practices, and procedures.
  • Acts as a liaison among various departments and cross-functional teams.
  • Identifies, defines, and translates critical performance use cases, test cases, and test scripts to ensure compliance with standards.
  • Reviews regulations, standards, procedures, records, data, and other documents relevant to audit scope and objectives.
  • Addresses user inquiries regarding application/software issues by assessing the nature and scope of reported problems and determining potential resolutions.
  • Provides operational expertise on ECS platforms such as Documentum, Zasio, Open Text File Intelligence, and RecordPoint.
  • Offers operational subject matter expertise on AWS infrastructure.
  • Reviews and prioritizes enhancements submitted by business lines.
  • Champions the rollout of new product features.
  • Translates business requirements from line of business teams into functional requirements.
  • Maintains an enhancement backlog and conducts regular prioritization sessions.
  • Coordinates with product vendors for the resolution of escalated issues.
  • Responds to incidents related to privacy applications submitted via Remedy.
  • Coordinates incident resolution, including collaboration with SaaS application vendors.

Qualifications

Minimum:

  • BA/BS in Computer Science, Information Systems, Business, Engineering, or equivalent work experience.
  • 7 years of experience in IT or related fields.

Desired:

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

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