The Manager Operations-Digital Services will oversee the Digital Services Operations team responsible for Information Technology (IT) Maintenance, with a focus on physical, virtual and cloud compute environments. In collaboration with the Sr Director Operations, this role is responsible for managing AEGs core IT services and follow IT Infrastructure Library (ITIL) & ITSM (IT Service Management) service management frameworks to implement best IT industry practices/standards and improve department efficiency. Additionally, this role will work closely with all members of the Digital Services department on projects, operational matters, and service delivery and transformation.
Supervise day-to-day activity of the Digital Services Operations team (i.e. monitoring service desk, reviewing incident management responses, overseeing request fulfillment, etc.) following ITSM (IT Service Management)/ITIL framework.
Research, identify and assess areas for IT operational improvement by tracking and analyzing service quality metrics (i.e. response times, resolution times, etc.) from ITSM type ticketing solution to implement industry best practices and ensure quality service. Provide detailed summary reports and present recommendations for improvement to the Digital Services leadership team.
Employ ITSM and ITIL framework in alignment with company practice to establish and maintain operations standards. Develop procedures and produce system documentation pertaining to the installation, configuration, testing and maintenance of operating systems, application software and enterprise system management tools.
Establish Capacity and Resource Management measures by organizing Digital Services Operations team schedules ensuring hardware/software/license availability, etc. to fulfill requests for IT resources.
Work with system engineers and other department staff to identify manual or repetitive tasks that can be automated/translated into deliverable operational services using tools, scripts, solutions, etc. Automate identified tasks to improve reliability and velocity of department operations.
Utilize historical data and research best practices via ITIL and ITSM frameworks to establish and maintain effective backup, recovery and redundancy strategies to ensure the availability/reliability of IT systems and services.
Train and develop the IT Operations team through lunch and learns, guest speaker lectures, training subscriptions, etc. to align with department objectives and establish continuous improvement efforts.
A minimum education level of: Bachelor of Arts/Sciences Degree (4-year) in Computer Science or related field
7+ years of IT solution implementation experience.
5+ years of experience with an ITSM type ticketing solution.
Experience in a technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 10 and MS Office Suite 2016; with a focus on Exchange.
Experience managing Active Directory objects within Windows server 2012/2016.
Experience with Microsoft Azure, 3rd party monitoring tools, Office 365 account administration and infrastructure management tools.
Experience with the integration of cloud services with on-premise technologies from Microsoft and other SaaS (Software as a Service) providers.
Foundational knowledge of ITIL (IT Infrastructure Library) and ITSM (IT Service Management) frameworks.
Experience managing or working as a Site Reliability Engineer, focusing on toil reduction, process improvement (via gathering metrics), and implementing automation workflow and tools.
Strong working knowledge of Help Desk/Service Desk best practices.
Experience with change/release management process in an enterprise environment.
Experience in documentation and revising remediation processes and procedures.
Excellent organizational, project-management and problem-solving skills.
Solid verbal and written communication skills.
Strong interpersonal and relationship building skills.
Ability to learn quickly and work in a fast-paced environment.
Experience with ServiceNow (ITSM type ticketing solution).