Director of IT Operations

Job Responsibilities

• Act as a technology leader responsible for internal and external customer service fulfilment in support of the company’s goals, objectives and exciting growth agenda
• Manage a NOC, a Performance Management team, and Client Resolution team who are accountable to meet/exceed service level standards while adhering to relevant customer specific processes as needed
•  Lead the implementation of industry best ITIL based processes focusing on Service Management, Incident Management, Event management, Performance Management, and Change Management
• Provide leadership in critical issue resolution to any client facing system issues with a 24x7x365 NOC across multiple geographic sites
• Manage all production support processes, coordinating the involvement of business and/or IT development resources in problem resolution as necessary
• Ensure that the problem triage process, categorization, service restoration, and root cause analysis processes are executed accurately, efficiently with exceptional customer experience
• Collaboration with the company’s IT and Security department as well as other parts of the company such as the QA/Testing and -Development teams to deal with network, application, and system incident
• Lead Change Management Process by working with other IT partners to ensure procedures and approvals are followed for scheduled maintenances
• Manage the release and deployment calendar for all IT Operations maintenance activity
• Identify enhancements or optimization to improve performance and capacity of servers and applications and work with IT Operations teams to implement suggested enhancements
• Develop monitoring capability through creation of dashboards to provide advanced incident/event notification in compliance with SLAs
• Collect, analyze and report SLA and KPI metrics data for production environment and report as needed
• Provide personal development, mentorship, coaching, and career management to all team members

Experience Required

• 10 + years of successful experience in a technical leadership role with 5 or more years of experience in a supervisory capacity required

Essential and Desirable Skills

• This role is best suited for someone with contact center experience and technologies and who is committed to staying up to date with industry trends
• Network\Systems experience in Customer-facing Support or service delivery organizations required
• IT expertise including working knowledge of ITIL v3 Service Management required
• Knowledge of Technology Architecture and Networking (LAN, WAN, and Wireless) based systems and services required
• Knowledge of engineering project management techniques, agile methodologies, and lean product development

Educational Requirements

• BA or BS Degree in Computer Science, Computer Engineering or related discipline with an IT focus or equivalent experience preferred

Working Hours & Benefits

• 37.5 hours per week
• Pension
• Healthcare
• Wellness bonus
• Bonus up to 20%