Manager of IT Operations

3 weeks ago

New York, United States PRI Technology Full time

Role: VP - Manager of IT Operations - ITIL/ITSM

Hybrid role in NYC - 3 days/week onsite

Full-time/Permanent with bonus and benefits

NO third party please

Must have experience in ITIL/ITSM process.

Experience in Servicenow CMDB is highly preferred


The Manager of IT Operations will lead the day-to-day operations of the firms critical technology infrastructure, ensuring seamless performance, efficient change management, and successful new technology deployments. Leverage your expertise in complex computer and network systems to optimize performance and navigate technical challenges. Be prepared for occasional travel to branch offices and data centers.

Additional responsibilities will include developing and implementing a comprehensive infrastructure standard for cloud, voice/data networks, servers, storage, security, data management, and user accounts. Fostering a culture of operational excellence by establishing efficient procedures, processes, and policies. Collaborating closely with key stakeholders across the firm to ensure a robust, secure, and cost-effective technology environment. Leading and mentoring a team of IT professionals to ensure smooth operations and successful project execution.


Responsibilities:

· The essential functions of the Manager of IT Operations include, but are not limited to, the following:

· Oversee the day-to-day operation and performance of all IT infrastructure components, including servers, networks, storage, security systems, backup platforms; operating systems, virtualization, replication, and utility software; server-based applications and database environments; and all network-attached peripheral devices and applications critical to investment banking operations.

· Plans and manages the support of new infrastructure technologies and associated performance and reliability. Responsible for coordinating troubleshooting server, network, and storage problem events for timely resolution.

· Works with third party outsourced service providers and operations vendors to develop and implement standards, procedures, processes for the operations group.

· Provides concise and well-written outage notification reports and user communication notices working with other technical staff and third party operations support vendors.

· Works across the department to develop, document, and improve service delivery, enhance operational efficiency, and foster technical and procedural innovation around cloud technology.

· Stays current on emerging IT infrastructure technologies and best practices.

· Participates in the development and implementation of IT strategic initiatives.

· Provides input to the selection, configuration, and management of IT infrastructure monitoring tools.

· Develop and implement customized dashboards and visualizations to communicate IT infrastructure status to stakeholders effectively.

· Analyze monitoring data to identify trends, root cause problems, and opportunities for improvement.

· Champion and drive continuous improvement through the adoption and implementation of ITSM and ITOM best practices.

· Select, configure, and manage advanced CMDB tools to gain real-time insights into system health, performance, and configuration drift, particularly focusing on investment banking applications.

· Develop and maintain IT service definitions, service level agreements (SLAs), and operational procedures.

· Implement reporting and analytics tools to track key performance indicators (KPIs) and measure service delivery effectiveness.

· Interacts with vendors and service providers to ensure efficient service delivery and accountability.

· Recruits, retains, develops, coaches, and conducts periodic performance reviews for staff as appropriate.


SKILLS:

The Manager of IT Operations is a logical thinker with mature interpersonal skills, and well-developed verbal and written capabilities. Able to deliver high quality work under time pressure – sometimes making decisions or exercising judgment based on incomplete information in emergency situations. Comfortable interacting with firm management, and respond to outages and DR situations in a manner that fosters trust and enhances business relationships.

The Manager possesses the following knowledge and skills:

· Broad working knowledge of current and emerging infrastructure, systems, storage, and software technologies as well as the policies, procedures, and current technologies applicable to managing and maintaining firm operations.

· Strong leadership, customer service, and communication skills -- as well as the analytical and financial skills necessary to direct resources and interact with internal staff and vendors.

· Hands-on experience with crisis management and ability to influence and manage at all levels of the organization

· Strong supervisory and people management including demonstrated ability to accurately and fairly assess candidates and staff, and provide coach and development opportunities for staff.

· In-depth knowledge and experience with major cloud platforms like AWS, Azure, or GCP (specify preferred platform).

· Expertise in cloud security best practices and compliance regulations.

· Proven expertise in VoIP technologies, including SIP, codecs, and QoS

· Proven experience with ITSM methodologies (ITIL) and ITOM tools and concepts.

· Experience with IT monitoring and visualization tools (e.g., Splunk, Grafana, ELK Stack, LogicMonitor, Datadog).

· Strong understanding of CMDB principles and best practices.


Education & Experience:

· 4 year college degree

· 5+ years of relevant hands-on management experience

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