IT Operations Manager


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Location

NJ-Monroe Township

Classification

Full-Time

Description

The IT Operations Manager is responsible for Change Management, Problem Management and Incident Management processes. This is a key role to improve the operational process, tools and infrastructure to improve the availability and performance of applications.

Essential Functions

• Track incidents, changes, and problems to provide insights, themes, and drive optimization.
• Develop operational reports, dashboards, and processes to monitor and analyze availability, SLA and performance metrics
• Execute proactive and reactive problem management through RCA analysis to minimize future problems.
• Monitor trouble tickets to identify impacted system and application outages that require follow-up analysis.
• Manage queues within ServiceNow and monitor all open and aging cases daily.
• Develop and review compliance metrics and KPI's to identify areas to mature the change management, incident and problem process, policies, and training material.
• Leverage ServiceNow Performance Analytics and ServiceNow reports to identify repeat incidents.
• Drive efforts to improve overall application stability and availability for applications and supporting infrastructure by ensuring Problem resolution.
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management.
• Facilitating and coordinating technical problem review meetings includes leading and facilitating post mortem investigations of critical incidents, and managing root cause analysis between technical teams.
• Accountable for the overall quality, improvement, execution and enforcement of the Change Management process.
• Responsible for continual review and improvement of the change management procedure and work instructions.
• Chairs all forms of the production Change Advisory Board (CAB) meetings.
• Obtains authorization for submitted change requests from the Change Authority.
• Review of all RFC's to ensure that all Change Management requirements and standards are enforced and properly categorized according to established guidelines.
• Verifies the completeness and timeliness of changes entered into the change management system; follows up non-compliant changes made outside the change management process.
• Evaluates completed changes to ensure the change management process was followed and recommend improvements.
• Reduce the number of emergency changes due to a lack of planning.
• Creates a Forward Schedule of change and verifies that appropriate communication is sent to all customers (internal and external).
• Responsible for ensuring CMDB resource is kept up to date as changes occur.
• Assists with scheduling of changes and ensuring proper resources assigned to execute scheduled changes.
• Responsible for maintaining pre-authorized and standard change lists.
• Assists auditors with auditing the activities of the Change Management function for compliance with established procedures and IT control framework; ensures corrective actions are and remediation actions are implemented.

Qualifications

• Bachelors of Science in Engineering, Computer Science, IT, Math, Physics or Engineering is required.
• At least 10+ years of professional IT experience, including 7 years of responsibility for identifying IT problems and coordinating their resolution / mitigation, change management, incident management.
• Experience must include exposure to full range problem management activities, e.g., problem identification and analysis, investigation and diagnosis of problems.
• Experience with root cause analysis and trend analysis, as well as establishment and management of known error database with documented work arounds required. Experience performing proactive problem management to prevent service outages. Experience facilitating formal meetings related to problem management (e.g., Problem Review Board).
• Experience using ITSM IT ticketing system required; experience with ServiceNow is desired.
• Experience with ITIL v3 preferred; ITIL v3 Foundations certification desired.
• Must possess excellent written and oral communication skills and excellent, proven analytical skills.

 

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