IT Operations Manager

Duties of the Position

• Provides guidance and direction to the team, including setting performance standards and supervises performance.
• Identifies the developmental needs of subordinates by coaching, mentoring, and giving constructive feedback to improve their knowledge skills.
• Ensures adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Work closely with the Head of IT in executing short, medium, and long term goals and initiatives.
• Work with decision makers in other departments to identify, recommend, develop, implement, and support technology solutions to enhance operational efficiencies.
• Lead process for enhancement initiatives
• Manage both IT and business process enhancement projects
• Purchase hardware and software
• Liaison with third party service providers
• Care for mission critical services with external service providers
• Support BCI Securities and associated projects
• Provide assistance to headquarters with the setup, configuration and maintenance of network infrastructure
• Oversee the setup and maintenance of all personnel hardware, workstations, and associated peripheral devices
• Handle the configuration and management of workstation operating systems
• Manage and administer the HelpDesk Platform to drive operational excellence
• Must provide timely and appropriate responses to requests for information and/or customer complaints or concerns including providing appropriate follow up to ensure issues are resolved
• Support and daily management of the comprehensive patch management program.
• Support the vulnerability management program to ensure system security
• Administer and maintain critical enterprise applications and user directory services
• Analyze server and workstation event logs to identify and address potential issues
• Maintain courteous, professional and effective internal and external working relationships
• Must assume evolving duties and responsibilities of position
• Work all hours required to fulfill job duties and responsibilities (including weekends, evenings and holidays as needed)
• Travel as required
• Provide coverage for other positions within the team as requested
• Ability to carry and lift boxes and objects that may weigh between 15 and 45 pounds
• Perform additional duties and responsibilities as assigned by management

Computer Pre-Hire Requirements for this Position

• Operate IBM compatible servers, personal computers and terminals
• Ability to use VMware (or similar virtualization software) at: expert level
• Fluency with Microsoft Word, Microsoft Excel (or other spreadsheet programs), Microsoft PowerPoint
• Ability to use and manage SQL db environment
• To Use Other Software As Follows:
  • Datapro IBS and IBM i;
  • Sophos;
  • Sydel Applications - ProftXpert, ReconXpert;
  • CheckAlt - iDoc, iStat, iCheck, iCold;
  • ECS;
  • Alliance Web Access;
  • FEDLINE Advantage;
  • Entre
  • Cloud Platforms - Azure/AWS
  • Firewall infrastructure - Palo Alto and F5
  • Freshservice

Education

• Bachelor’s degree or higher in Computer Science, related field or equivalent work experience

Certifications/Licenses

• ITIL 4 Foundation required
• ITIL 4 Intermediate recommended

Experience

• Minimum five years of related experience and/or training; or equivalent combination of education and experience.