IT Ops Senior Manager

• Critical Incident Management
• Lead and coordinate responses to critical IT incidents (e.g., major outages, system failures).
• Develop and implement incident response plans, playbooks and procedures.
• Report to Senior Management on service interruptions and impact to Customer base
• Hands-on Technical Expertise
• Provide technical guidance and support for resolving complex IT incidents.
• Collaborate with teams to troubleshoot, debug and resolve issues.
• IT Operations Management
• Oversee daily IT operations, ensuring stability, performance, and security.
• Manage IT service management processes (Incident, Problem, Change and Release Management).
• Provide effective oversight to all high-risk IT change activity.
• Champions change and drives for continuous process improvement.
• Ensure service levels are met and impacts of outages are minimized
• Work with Observability and Monitoring team to drive substantial ongoing improvements in monitoring and to ensure the highest performance and availability of Data Center and Cloud-delivered business services.
• Team Leadership
• Lead and manage a team of IT operations staff (IT engineers, analysts, and support specialists).
• Provide coaching, mentoring and performance management.
• Measures KPI ‘s of team and service delivery for success, reporting and adjusting as required to deliver continuously improving service quality
• Communication and Stakeholder Management
• Collaborate with global IT teams, stakeholders and business leaders.
• Provide regular status updates, reports and presentations on incident management and IT operations.

Requirements:

• Requires 10+ years of experience as a proven leader for a 24/7/365 Operations Center covering core business critical IT services in a large, enterprise environment
• Requires a proven track record of strong leadership of Infrastructure and Application Support technical teams to resolve critical issues as quickly as possible to minimize adverse business impact
• Previous retail experience desired
• Solid understanding of Cloud Data Center architecture as well as core IT infrastructure
• Experience in supporting Private and Public Cloud (e.g. Azure)
• Experience in developing and implementing wide-scale, multi-site and global IT Resiliency and Business Continuity Plans.
• Demonstrates a high level of energy, results driven and able to work under pressure with tight delivery deadlines
• Demonstrates strategic thinking skills and maturity in tackling complex problems, dealing with technical, interpersonal, and process
• Must have experience leading teams through and managing complex technology and organizational transition
• Ability to effectively influence and communicate with Sr. IT and Business Management in setting strategy, enterprise priorities and adding increased value through the delivery of Data Center Services
• Experience in building and developing productive operational relationships with significant third-party suppliers
• Strong interpersonal skills and multi-faceted communications
• Demonstrated ability to effectively build relationships, influence, mentor and obtain results through a diverse team
• Proven financial acumen relative to budget development, management and business case development
• Experienced with automation, service monitoring and supporting capabilities that enhance problem determination, root cause analysis and rapid problem resolution
• Thorough understanding of ITIL; Incident, Event, Problem, Change and Configuration Management principles and able to apply best practices.