IT Operations Manager

1 week ago


Mastic Beach, New York, United States MyCareersFuture Full time
Job Title: Senior Manager

Roles & Responsibilities:

During IT Incidents:

  • Serves as a key point of contact to the GCIO, users, and cluster management teams.
  • Collaborates with the IPM team to restore services as soon as possible.
  • Works closely with the GCIO on crisis management.
  • Performs root cause analysis together with the involved parties.

During Peacetime:

  • Reviews and analyzes cluster IT health status reports and develops a plan of action.
  • Responsible for timely reports of SLAs and operational KPIs.
  • Liaises with Service Ops to support day-to-day ground changes and requests in end-user computing needs.
  • Supports the GCIO, Institution Directors/Leads, and collaborates with infrastructural Services for IT workplan.

General:

  • Reports directly to the GCIO.
  • Works as a team with the Service Ops Director.
  • Handles operational issues/escalation.
  • Liaises with entities finance/procurement for budget, billing, and procurement matters.
  • Able to work in an environment where requests are ad-hoc but with prioritization.
  • Familiar with ITSM processes/tools, i.e., ServiceNow, Bigfix.
  • Manages infrastructure teams' work assignments under their care.
  • SLA reporting and stakeholders management.

Requirements / Qualifications:

  • Diploma/Degree in a related field of studies, i.e., Computer Science, Computer Engineering.
  • Minimum 7 years' experience in an IT-related field.
  • Familiar and has hands-on experience with:
    • 1. ITSM processes/tools.
    • 2. Costing & budgeting.
    • 3. SLA reporting.
    • 4. Incident/problem management.
    • 5. Change process.
    • 6. Vendor management.
    • 7. IT Helpdesk processes/procedures.
    • 8. SLA management.
    • 9. Access Management.
    • 10. Software Distribution Management.
    • 11. Manage a small team of engineers (BAU).
    • 12. Work under conditions where demands are ad-hoc but with priority.
    • 13. Stakeholder management.
    • 14. Manage projects (new).

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