SaaS Manager Application (Req no: 21078) Objective of Position The Manager of Operations Services primary responsibility is to supervise and ensure the efficient operation of one or more service groups (i.e. Network, Infrastructure, Hardware, Application services, etc.) within the Technical Operations department and to ensure that those groups align with the business objectives of the organization. This individual’s principal goals are to manage and contribute to the development of service offering portfolios for each assigned group and to support all Technical Operations service level agreements for the user community within the organization. Plans, coordinates and executes all operational activities of their assigned groups, as well as provides support for solutions that enhance mission-critical business operations. Independently contributes to the development of business metrics which indicate progress toward overall business goals. Works closely with decision makers in other Technical Operations groups and across the Tech Group to identify, recommend, develop, implement and support cost-effective technology solutions for all aspects of the organization. Principal Responsibilities • Leads Technical Operations group operational planning and projects, and organizes and negotiates the allocation of Technical Operations resources • Works with stakeholders to define business and systems requirements for new technology implementations • Ensures the efficient utilization of resources – including personnel and equipment – across the organization • Oversees all reports/metrics and documentation related to network and systems operations. • Develops maintenance schedules for network and systems equipment • Develops and implements all functional policies and procedures, including system and network architecture, standards, purchasing, and service provision. • Manages the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware • Develops business case justifications and cost/benefit analyses for IT spending and initiatives • Analyzes existing operations and makes recommendations for the improvement and growth of the network infrastructure and systems. • Conducts research and remains current with the latest technologies and solutions in support of procurement efforts. • Collaborates directly with Engineering peers on product architecture and product/software operational fitness. • Contributes to the development and execution of the Software Development Lifecycle • Maintains asset management for IT hardware, software, and equipment • Manages operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions • Establishes and maintains regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities • Participates in creating a culture where employees are highly motivated, energetic, excited and enthusiastic working for the company • Implements measurement, reward/recognition and compensation plans that are competitive, motivating, aligned with the Company’s value proposition, vision and strategy, and within approved budget guidelines • Determines the need for and define new job roles/descriptions in the group necessary to meet business within budget constraints. • Supervises individual contributors and managers in accordance with company policies and procedures. • Conducts interviews, hire new individual contributors and managers, and provide employee orientation/assimilation training. • Manages career path for all job families in the organization. Coaches and provides career development advice to staff. • Manages the development of direct reports by ensuring, where possible, that project tasks are in line with each employees career interests. • Identifies and fulfills formal and informal training needs to meet the skills and experience requirements of the team and support business goals. • Works with employees to create performance and development goals that align with the business goals and conducts employee performance reviews. • Addresses performance issues and provides ongoing and corrective feedback in a timely and constructive manner. • Manages staff scheduling to meet business goals including work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations. • Makes recommendations for policy/process modifications/improvements to streamline and eliminate complex or out of policy operation problems. • Mitigates team conflict and communication problems through coaching and conflict resolution practices. • Coordinates with senior management in planning for appropriate staffing levels. • Adheres to Affirmative Action and Equal Employment Opportunity Program principles. Knowledge and Skills • University degree in the field of computer science or information systems and or 4 years related work experience. Master’s degree in either of these fields or Master of Business Administration with technology as a core component preferred. • Hands on experience with technologies including Linux, Cisco, Juniper and storage area networks • Technical knowledge of current network hardware, protocols, and standards, including HTML, XML, TCP/IP, BGP and OSPF • Extensive application support experience with Linux and ticketing systems. • Knowledge of programming languages, including one or more scripting languages UNIX shell, PERL, Java script. • Proven experience in IT infrastructure planning and development • Excellent understanding of the organization’s goals and objectives. • Demonstrated ability to apply information technology in solving business problems. • In-depth knowledge of applicable data privacy practices, laws, SOX and PCI. • Strong understanding of human resource management principles, practices, and procedures. • Strong understanding of project management principles. • Highly self-motivated, self-directed, and attentive to detail. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Experience working in a team-oriented, collaborative environment. • Familiar with designing Internet scale infrastructure systems designed for mission critical applications which meet the highest restoration, performance, and compliance objectives. • Familiarity with technical trends in multiple industries and product lines. • Capable of creating relationships with multiple vendors in leading software and hardware firms. • On-call availability Competencies • Communication - ensures that communications channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input; shares information appropriately and openly; is accessible and receptive to both good and bad news. • Accountability - Holds self and others accountable for keeping commitments and delivering the best possible performance; attention to detail; gets involved and leads others through resolution; assumes responsibility and follows up personally. • Teamwork - works in concert with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution; collaborates cross-functionally; builds and leads teams effectively; puts needs of organization over personal needs. • Excellence Orientation - Strives to be the best that one can be and maximizes ones own potential in helping Company Online succeed; exhibits resilience; persistence, tenacity and a continuous improvement mindset; is goal oriented with very high standards for quality of work; strong results orientation; helps others keep things on track. • Authenticity - shows a genuine, accessible and caring side that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure; is able to be respectful and straightforward with others; develops trusting relationships; highly ethical with commitment to deeply held values; takes full responsibility for self. • Innovation - participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open mindedness, willingness to take risks; suggests new ideas in response to and in anticipation of business needs. • Strategic Thinking - Demonstrates a broader departmental perspective and ability to consider all relevant information when making decisions; gathers complete information; makes decisions based on facts, judgment, analytical and deductive reasoning; identifies key issues and understands their impact in a broader context. • Relays the Vision - Models behavior consistent with Sr. Managements vision to show others how they can best help the organization to get there; exhibits clarity and focus; uses persuasion and influence to connect others. • Builds Talent - Attracts, develops and retains talented people who are most capable of driving company Onlines success; accurately assesses and coaches promising individuals; gives honest feedback; acts as a mentor and empowers others. • Inspires others - Demonstrates pride, enthusiasm and passion, which are motivating to others; celebrates success and gives credit to others; exhibits optimism and vigor. Interested can forward the profiles to hr.svdconservices@gmail with subject line (req no)
Posted on: Fri, 04 Jul 2014 09:52:50 +0000
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