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Senior IT Operations Service Leader
2 months ago
Job Category:
Information Technology
Business Unit:
Information Technology
The Enterprise Content Services (ECS) division within PG&E's Information Technology sector is focused on providing support across all business areas, excluding nuclear operations.
This division specializes in the design, development, delivery, and maintenance of enterprise-level software solutions that ensure the secure and efficient management of PG&E's electronic content and records.
Furthermore, the ECS division oversees the operational management of several essential production content and records management systems.
These systems enable various business lines to meet their electronic content and records management responsibilities as mandated by internal standards and external regulatory requirements.
In collaboration with the Information and Records Governance (IRG) organization, ECS is dedicated to enhancing and refining secure and compliant records management practices throughout the organization.
The Expert IT Operations Service Manager serves as the primary subject matter expert in specified technology domains and provides both strategic and tactical operational guidance for the ECS operations team.
Develop and nurture relationships with vendor teams. Generate reports and visual management tools to assess and monitor KPIs and KRIs. Conduct daily operational reviews for the operations team. Engage in daily operational support tasks, including patch management, vulnerability oversight, and shift-left planning and execution.The service manager is accountable 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, all while concentrating on cost reduction, productivity enhancement, and improving organizational and business efficiency through enabling technologies.
Key responsibilities encompass analysis, oversight, and coordination of escalated operational events concerning privacy applications in IT and supporting infrastructure.
Collaborates with teams or leaders to address issues, projects, or activities.
Identifies, defines, and translates detailed performance-critical use cases, test cases, and test scripts, ensuring compliance with established standards.
Reviews regulations, standards, procedures, records, data, and other documents pertinent to audit scope, objectives, and criteria.Handles inquiries from users regarding application/software issues by assessing the nature and scope of reported problems and determining potential resolutions.
Provides operational subject matter expertise on ECS platforms such as Documentum, Zasio, Open Text File Intelligence, and RecordPoint.Assists in translating business requirements from various business teams into functional specifications.
Responds to incidents related to privacy applications submitted via the incident management system.
Coordinates incident resolution, including collaboration with SaaS application vendors.
BA/BS in Computer Science, Information Systems, Business, Engineering, or equivalent professional experience
~7 years of experience in IT-Information Technology or related fields
PMI-Project Management Institute PMP-Project Management Professional certification
LSS-Lean Six Sigma Certification
ASM-Agile Scrum Master Certification
