Operations Manager

Role Summary:

Manage cross functional team responsible for maintaining application/system health. Manages processes related to Configuration Management, Release Management, Application Performance Management, Capacity Management, Asset Management, Job Schedule Management, Incident & Critical Incident Management, and Knowledge Management. Supports Disaster Recovery and COOP planning, exercises, and implementation. Responsible for data collection, schedule management, and overall performance of team and services.

Responsibilities:

· Provides supervision to a small or moderately sized team of operational, production, or service personnel.

· Administers policies and guidelines that directly affect team’s work activities.

· Reviews, develops, maintains, and supervises project teams processes, including: Configuration Management, Release Management, Application Performance Management, Capacity Management, Asset Management, Job Schedule Management, Incident & Critical Incident Management, and Knowledge Management

· Provides knowledge and support of Disaster Recovery and COOP planning and activities.

· Establishes deadlines for completing assignments.

· Plans and manages day-to-day delivery of the team by assigning tasks and verifying quality of the work performed.

· Develops plans and roadmaps related to system/application maintenance and operations.

· Maintains knowledge of industry standard tools and the implementation of tools to support the team managing system/application health.

· Ability to adapt to the limitations of client’s willingness/ability to adopt new tools and processes.

· Uses a variety of data analysis tools and methodologies to ensure team meets or exceeds operational, contractual, and service level commitments.

· Adapts team priorities to respond to client needs while maintaining adherence to budget and timing considerations.

· Resolves issues elevated by team members.

· Ensures timely and accurate reporting to management.

· Manages day-to-day delivery of results to ensure meeting or exceeding operational contractual and service level commitments / obligations to clients.

Required Skills

· 6 or more years of information technology experience, with at least 3 years of this experience in management required

· Bachelor’s Degree

Preferred Skills

· Master’s Degree

· ITIL, PMP, or Six Sigma Green Belt certification

· Experience providing application/system operations for state agencies