POSITION SUMMARY

The IT Operations Manager will be part of Global Business Center Information Technology team and will report to IT Sr. Director/IT Head. This position is responsible for working with other GBC IT vertical leaders/teams, HQ IS, Workstream Operations Leadership and as required, with 3rd-party partners, vendors, and providers.

RESPONSIBILITIES

NOTE: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties.

• Management of IT support operations (for Conifer / Tenet GBC)
• Closely coordinate and provide direction to IT managed services leadership - SDM and supervisors.
• End-to-end management and tracking of issues, problems and tasks ensuring full visibility from an IT standpoint.
• Prioritization of incident and request tickets and delegate the same to IT Support for proper action, escalate as necessary.
• Conducts regular review and analysis of tickets with the managed IT Support services team to determine burning issues, strategize mitigation and monitor/track mitigation effectiveness.
• Performs follow ups with end users to measure satisfaction with issue resolution and as needed, determine areas of concern, and implement corrective actions.
• Manages compliance-related activities from testing, analysis, remediation, and closure in coordination with Information Security and IT Support teams.
• Supports Project Management Office, HQ IS in the fulfillment of IT-related projects from an IT Operations perspective.
• Periodically analyze IT support strength in alignment to the operational need of the business and recommend changes e,g, people movements, or augment as deemed necessary.
• Conducts periodic performance review meeting with managed IT Support services team; Review relevant reports and recommendations on individual member’s scorecards/KRA, and as necessary, implement improvement plan.
• Drives and leads regular touchpoint with managed IT Support services team, and quarterly business review with leadership teams of vendors and GBC IT
• Conducts regular touchpoint with workstreams leaders to understand their IT Support needs, make follow ups to on-going tasks, and discuss issues and recommend plan to remediate the same.
• Continuously assess the needs of the team and recommend improvements as necessary.
• Plans training strategy for IT Support members in alignment to the team’s set goals.
• Provides guidance and mentorship to IT Support members through periodic one-on-one touchpoint.
• Ensures IT asset-related processes are sacredly followed, performed, and periodically audited.
• Works closely with ITAM team on IT asset-related activities that includes but not limited to planning, assignment, distribution, warranty claims, repairs/maintenance, cost recovery and disposal.

Description of Responsibilities

Operations Management
Site/Team Management
Performance Assessment & Improvement Planning
Activity Management
Incident Management
Routine Activity Compliance Review
Documentation & Reporting review

Required:
• Knowledge of Windows Systems, Database System, Email System, Active Directory, NS Service, VM System, Citrix, Remote App/Monitoring System, Backup Management, and server/storage hardware (sizing, design, troubleshooting)
• Demonstrated knowledge of Microsoft Systems (Windows Platform, MS SQL, MS Exchange, WSUS, Active Directory, DC/DNS/DHCP), VMWare, Citrix, Backup System, Storage System, Antivirus System (McAfee, Symantec, Cylance) and related devices/technologies
• Advanced understanding of Microsoft Office Suite, including Microsoft cloud solutions e.g. O365, Teams, One Drive, SharePoint, etc.
• Advanced knowledge of Networking, LAN/WAN basics and its interplay with the entire IT ecosystem
• Advanced knowledge in IP, TCP/UDP, ICMP, SNMP, SMTP, VoIP, SIP, VPN
• Knowledgeable in information security controls and compliance as applied to the end-user computing environment e.g., machine hardening, anti-virus, system patching, etc.
• Knowledgeable of IT Service Management system such as ServiceNow or equivalent solutions.
• Working knowledge of ITIL discipline.

• Minimum of 8-10 years of overall IT work experience with focus on any of these areas: IT Service Management, IT Operations, Network/Systems Operations, IT Project Management, and Information Security.
• With minimum of 2 years working in the field of Technical Support, Service Desk or Help Desk, or equivalent number of years working with teams in similar space.
• At least 3-4 years as people manager in an IT environment.
• Graduate of four-year course preferably Computer Engineering, Computer Science, and Information Technology
• Preferred education and/or experience: Relevant industry recognized certifications preferred (Microsoft Systems e.g. DC/AD, Networking e.g. Cisco LAN/WAN, ITIL, etc.)
• Preferably with experience working in a call center/BPO environment.

Preferred:
• Relevant industry-recognized certifications preferred (Microsoft Systems e.g. DC/AD, Networking e.g. Cisco LAN/WAN, etc.)
• IT Project Management (PMP/Prince2)
• ITILv4 Service Management

IT Operations Manager

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