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Senior Technical Operations Manager

Company Name:
Technical ProSource
This position will provide leadership for the Information Services Operations Technical Services Team and will report to the Director of Operations.
The primary responsibility of the position is to provide enterprise-class service availability and support to the institution. Major areas of infrastructure support include data center operations, hardware and operating systems, directory services, storage, backups, disaster recovery, virtualization, email, and endpoint protection. Major areas of application support include mission-critical medical record and patient-care systems, business systems, and academic systems. In addition to providing stable, secure, and available operations, improving customer service and maintaining technology are key requirements. The successful candidate will have both strategic and tactical approaches to service management. The successful candidate must also have an extensive technical background and be able to effectively communicate and collaborate with technical and non-technical people. Additional duties will include managing capital and operational budgets, managing vendor relations and contracts, assigning workloads and projects based upon staff skills and existing customer relationships, periodic review and restructuring of cost models, and routine KPI and service level metric reporting.
Required skills include team management, contract and vendor management, project management, process improvement, and budgeting. Major technical areas of responsibility include: data center operations across five locations, hardware and Operating System support of over 1500 servers, server virtualization, Active Directory, LDAP, enterprise storage, enterprise email, enterprise backup and recovery, disaster planning and business continuance, Citrix, Identity Management, database administration, software deployment, endpoint protection, and critical application support. Experience managing CMDBs, MDM solutions, SCCM, and cloud computing services would be a plus as these are active and pending projects.
Major Duties / Critical Tasks:
Manage day to day service operations following best practices and standards linked to ITIL disciplines such as incident, problem, change, capacity, business continuity and disaster recovery management.
Oversee operations of five data centers; both onsite and offsite.
Manage server infrastructure (both physical and virtual) ensuring the environment is properly maintained and proactively monitored to ensure adequate capacity to support business needs and strategic directions contributing to the company's growth objectives.
Manage the deployment, monitoring, maintenance, development, upgrade, and support of current and future IT systems, servers, operating systems, and software applications.
Manage capital and operational budgets for the Technical Services area including chargeback levels.
Provide project management practices including project definition, planning, development and implementation strategies.
Guide, support and mentor IT staff; providing leadership and direction to ensure the team is operating effectively, efficiently, and with the strategic objectives in mind.
Develop business partnerships with all functional areas.
Research and provide strategic direction by keeping current with emerging technologies and industry best practices to determine what new technology solutions and implementations will meet business and system requirements.
Provide vendor and contract management.
Preferred Skills / Competencies:
Skilled at managing interpersonal relationships to build a positive rapport within a team.
Ability to manage day-to-day operations to include shaping the strategic vision of overall IT function.
Strong problem solving and analytic skills as well as the ability to handle urgent and multiple competing priorities.
Ability to delegate and monitor the workload of a team of technical professionals.
Ability to establish training and mentoring programs for staff.
Experience in building IT solutions for internal and external business users.
Knowledge of ITSM, ITIL, and ITAAS.
Vendor and contract management
Proactive approach to system monitoring, reliability, and availability.
Technical knowledge and/or experience with any of the following: Epic, Solaris operating environments, Windows Server operating environments, VMware, SCOM, SCCM, SQL Server, Oracle, Netapp, Exchange, Lync, Office 365, Avamar, Citrix, Cache databases, and managing cloud hosted services
Preferred Work Experience:
Five (5) years minimum experience managing high level technical staff and large enterprise projects.
Advanced-level knowledge and experience relating to the operational support of IT infrastructure services.
Information technology project management experience managing IT projects of small-to-medium-sized and increasing complexity.
Required Skills:
Experience in building IT solutions for internal and external business users
Knowledge of ITSM, ITIL, and ITAAS
Vendor and Contract Management
Knowledge and/or experience with any of the following: Epic, Solaris operating environments, Windows Server operating environments, VMWare, SCOM, SCCM, SQL Server, Oracle, NetApp Exchange, Lync, Office 365, Avamar, Citrix, Cache database, and managing cloud hosted services
Highly Desired Skills:
Experience managing high level technical staff and large enterprise projects
Advanced level knowledge and experience relating to the operational support of IT infrastructure services
Information technology project management experience managing IT projects of small to medium-sized and increasing in complexity

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