This role is responsible for the effective and efficient support of IT Operations to include the global service desk, corporate onsite support, data center operations monitoring/notification and the ITSM platform. This individual is also responsible for operational service management processes to ensure quality, efficiency, and productivity are achieved. Managing various managed service agreements with vendors, operational service levels, and appropriate communication to include escalation management. Exceptional leadership, technical depth, and communication skills are critical for success. The individual should be a thought leader; an innovative and dynamic leader/technologist that thrives on efficiency by contributing to the development of standards and automation that lead to service excellence.
KEY RESPONSIBILITIES:
Develop strategic plans to grow and improve operations in conjunction with leadership and various stakeholders.
Provide leadership, coaching and training to supporting staff to ensure the needs of the organization are met.
Coordinate schedules, manage tasks, and oversee daily operations in order to ensure efficient operation.
Oversee physical operations and monitor the performance of the data center and helpdesk operations.
Provide onsite and field level support for the department.
Manage and maintain data center infrastructure including disaster recovery, audio/video and voice telecommunications, and the ITSM platform for incident/request including notification system
Manage operations monitoring and alerting thru in-house systems and vendor managed services.
Research and resolve any problems that arise, review incident reports, and ensure effective, efficient solutions.
Develop contracts and manage third-party vendors.
Communicates complex advice and gives guidance or training to technical and nontechnical users in a clear non-technical manner.
Monitors workloads to ensure that Service Level Agreements (SLA) are adhered to, and that allocated calls do not breach the times agreed to.
Provide advice on best IT practice and technical specifications on a comprehensive range of computer hardware and software to IT users.
To encourage users to adopt best IT practice on the use of IT equipment and integrity of data.
Maintains the integrity and confidentiality of sensitive data when carrying out any work on IT equipment, ensuring that data is securely stored on file servers or other media to ensure that the data is not accessible by unauthorized personnel.
EDUCATION AND WORK EXPERIENCES:
Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience. • Minimum 10-15 years of Management experience
Minimum 7 years IT Operations experience
Preferably experience in effectively managing globally dispersed cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
Demonstrated experience in establishing standard processes and managing performance to achieve key metrics
Preferably proven experience or demonstrated capability in leading IT operations teams in complex and dynamic environments requiring 24/7 support
Attainment of relevant certifications and professional networking via involvement in industry groups
Knowledge of ITIL processes and project management
Strong technical aptitude and skills to develop, build, and support technology-based solutions
Ability to schedule and deliver solutions on time and within budget
Ability to lead and motivate others and delegate responsibilities effectively
Ability to build positive working relationships across both operational and corporate functions
Ability to multi-task and prioritize work effectively
Excellent communication and interpersonal skills with the ability to collaborate with other team members, departments, and vendors
Excellent organizational skills, including the ability to meet deadlines and thrive in a fastpaced environment
Demonstrated problem solving skills in order to quickly and effectively resolve issues
Ability to act and make decisions independently and provide support for decisions
Demonstrated customer service skills
Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to the I&O workforce.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Must be able to lift up to 10 pounds frequently and 25 pounds on an occasional basis
This job description is not intended to be all-inclusive; an employee will also perform other related job responsibilities as assigned by immediate supervisor and other management as required. Peabody reserves the right to revise job descriptions or change and/or modify job responsibilities, functions and requirements as the need arises. This job description does not constitute a written or implied contract of employment.