VP, IT Operations Manager- Hybrid or Remote - Parsippany, New Jersey United States - 45662



JOB DESCRIPTION

Job #: 45662
Title: VP, IT Operations Manager- Hybrid or Remote
Job Location: Parsippany, New Jersey - United States
Remote Job: Yes
Employment Type:
Salary: $135,000.00 - $150,000.00 - US Dollars - Yearly
Other Compensation: Bonus Eligible
Employer Will Recruit From: Regional
Relocation Paid?: NO

WHY IS THIS A GREAT OPPORTUNITY?


Rapidly growing, rock solid Financial institution with tremendous career growth opportunity.  Not to mention that the staff and mangement teams are some of the nicest most professional folks we've come across in a long time!

PLEASE NOTE!!!  If you're applying for the 100% Remote option you must  reside in NJ, NY (Not NYC) PA, GA or FL. The client would like to have you come into the office on something like a one day a month type arrangement

JOB DESCRIPTION

 

As the VP – Information Technology Operations Manager you will supervises the day-to-day operations of the Network Operations Center (NOC), Help Desk, Patching and Vulnerability Remediation areas and is responsible for leading and developing a team of service-oriented professionals performing Tier 1 / Tier 2 support in a 24x7 environment.

The individual manages the notification and escalation procedures, coordinates with IT leadership across the organization to meet and deliver service deliverables defined for IT Customer Services and ensuring established Service Level Agreements are aligned with Business objectives.

The IT Operations Manager will also be responsible for documenting, tracking, and monitoring incidents to ensure resolution in a timely manner.

Has authority for personnel actions.

The ideal candidate has a proven ability to lead a team that develops automation to recognize patterns, allowing the team to anticipate, detect, and resolve system issues.

  Key Responsibilities:

  Proactively monitor and verify integrity and availability of all network, applications and services across the business landscape (operating systems, databases, web servers and network devices) in a 24x7x365 environment.

This includes application and system detection, performance degradation and unavailability and identifying additional areas of monitoring opportunities including capacity planning.

Completes projects by coordinating resources and timetables with user departments and the technology group.

Develop and maintain processes to maintain the Asset Inventory and Asset Management function.

This to include removal of end-of-life and end-of-support devices and software from the environment

Structure, plan, organize, develop, implement and manage all enterprise event management activities including network, server, database application and facilities event management.

Establish work plans in conjunction with Business and IT Delivery leadership.

Identify, implement and monitor required best in class monitoring tools, establish the appropriate response(s) to those events through processes and procedures to create an effective and efficient event management team.

Provide regular communication of project status while ensuring project milestones and stage gates are defined and met.

Identify trends, implement new solutions/processes that resolve customer issues and continually strive toward moving from a reactive state to a proactive state.

Drive best practices conducive with business culture for all event management activities.

Develop processes and tools that ensure capabilities are effectively transitioned to operations, including existence of adequate monitoring and comprehensive playbooks for quick resolution of incidents.

Directs staff to swiftly resolve issues that affect the availability of production systems.

Responsible for Operation Dashboards, operational results / reporting system / network uptime, performance standards and KPI metrics.

Create and maintain run books for all IT Operations procedures.

Perform prompt tracking, identification, reporting, impact analysis and corrective actions associated with network, applications and business services and service outages.

Assist in developing and maintaining IT Governance processes, knowledge management repository and recommend automation tasks to eliminate manual processes.

Trouble ticket management (create, resolve, escalate and manage through to resolution), initiate fault remediation bridges and create and distribute network status updates as needed to resolve both basic and complex network faults.

Ensures the successful completion of automated tasks and jobs, timely execution of manual tasks, and subsequent automation of manual tasks to facilitate daily operations.

Leads disaster recovery and business continuity tests by managing the teams following the documented recovery procedures, and troubleshooting issues that may be encountered.

Champion service management best practices and structured processes to proactively prevent incidents, to deliver consistent, credible and timely resolution to service incidents when they occur to maximize business productivity dependent on information systems.

Accountable for meeting SLAs by removing obstacles, delivering on services and providing broad, technical and service quality leadership.

Interface and assist system administrators, engineers, management, customers, carrier partners and technicians to resolve trouble reports and ensure escalations are handled in a timely and efficient manner.

Develop and maintain training requirements with personnel, and assess staff performance in event management activities.

Develop a well-trained staff.

Supervise the team to include selection, training and development, coaching, counseling and performance management.

Provide appropriate career opportunities to ensure the efficient and effective management of all functions, with the ability to support a rapid-growth company.

Assists with creating and managing incident and problem management service support processes as defined by ITIL (Information Technology Infrastructure Library).

May provide oversight of after-hours deployment, patching, and other maintenance related activities.

Take the lead in ensuring all patching for Servers and endpoints are completed per target outlined in policy.

Further maintain zero vulnerabilities as reported by Tenable for all issue beyond 30 days per policy.

Encourages and promotes the concept of exceptional customer service.

Strong emphasis on the need to provide continuous and improving customer service and support.

Maintain appropriate staffing levels at all times within the NOC framework to support 24x7x365.

Attends weekly team meetings and provides a status report each week.

 

QUALIFICATIONS

Bachelor’s Degree or equivalent training or experience in Information Technology, Computing or a relevant field.

Extensive experience in IT leadership experience in roles leading NOC, Help Desk and or IT Application Support teams.

ITIL Certified preferred.

Experience working in Technical Operations environment.

Demonstrated experience with configuration and monitoring management tools such as SCCM, Tenable, Kaseya.

Experience with infrastructure monitoring and management tools such as ServiceNow, Logic Monitor and Solar Winds. Proficiency in Microsoft Office suite.

Excellent communication skills, both verbal and written, with all levels of internal and external customers.

Solid management skills which encompasses project management as well as management of support staff.

Outstanding customer service skills; The ability to deal professionally in all situations (vendor, customer, team, department, and company) with a positive, helpful attitude.

Fluent in ITSM discipline.

Knowledge of design and layout of Service Support environments.

Well versed in computer operations, ITIL methodology and networking essentials.

Ability to write technical documentation and create management reports and metrics.

Strong problem solving and troubleshooting skills required.

Must demonstrate an understanding of performance metrics and KPI methodologies.

Preferred Qualifications:

Hands-on experience and in-depth knowledge of modern monitoring and automation tools, enterprise-class incident tracking software, element and system monitoring and management software is strongly desired.

CCENT, CCNA, MCSE, ITIL certification a plus

Knowledge of Fiserv, Citrix, LAN, WAN, VoIP, VMWare, Webex Teams, Webex UCM would be helpful

Experience working in highly regulated environment such as banking, finance etc. helpful.

Education:
University - Bachelor's Degree/3-4 Year Degree

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