Director of IT Operations

Director of IT Operations Image
Director of IT Operations

Dublin South

Permanent

Negotiable

Ref: E6251SCG

Job Description

South Dublin Software Company requires a Director of IT Operations on a permanent basis.

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%

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

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