IT Operations Manager

Responsibilities

• Lead the coordination of planned and unplanned outages, major incidents, maintenance activities, and other events that may impact enterprise services.
• Ensure appropriate technical resources are engaged, operational impacts are understood and communicated, and service restoration activities remain coordinated.
• Analyze significant or recurring incidents to identify and resolve underlying problems.
• Maintain a holistic understanding of the enterprise architecture and its technical dependencies by working closely with engineering teams and participating in recurring architecture forums.
• Maintain operational awareness of outage management, operational planning, change management, problem management, and continuous service improvement.
• Cook up with division-level managers as needed, assisting with program-level goals, Key Performance Indicators (KPIs), and Objectives and Key Results (OKRs).
• Prepare strategic communications, facilitate weekly outage meetings, maintain guidelines, SOPs, and impact guides, and administer artifact publication on document repositories using established Configuration Management (CM) processes.

Requirements

• A high school diploma or GED with 10+ years of experience in the Information Technology field.
• Demonstrated experience coordinating and managing major IT incidents, outages, and service restoration activities within complex enterprise environments.
• Demonstrated experience coordinating planned maintenance, system changes, and operational activities involving multiple technical disciplines.
• Strong understanding of enterprise IT environments and the relationships between network, virtualization, storage, database, application, ingestion, and other infrastructure components.
• Experience conducting or facilitating Root Cause Analysis (RCA) and tracking corrective and preventive actions through resolution.
• Experience analyzing incident and outage data to identify trends, recurring problems, and brief senior leadership during major operational events.

Qualifications

• Strong ability to manage competing priorities and communicate effectively with multiple stakeholders.
• Experience with, or working knowledge of, Jira, Confluence, and PowerPoint.
• Experience participating in enterprise architecture, engineering reviews, Engineering Review Boards (ERB), or similar cross-domain technical forums.
• Experience identifying cross-system dependencies, single points of failure, and systemic operational risks, with the ability to be present during planned or unplanned outages.

Pay

TBD

Schedule

N/A