IT Operations Manager (NOC)
ADT Security Services, Inc. is the world's largest electronic security and alarm monitoring provider to residential, commercial, industrial and governmental customers.
IT Operations Manager (NOC) - Operations Command Center, (Aurora, CO)
Summary:
The Operations Command Center manager is responsible for the day-to-day overall management of the operations capability. In this role, the Operations Command Center Manager will be responsible for creating the services, processes, and organizational capabilities. The team will be measured on meeting service level objectives and agreements, as well as, contributions to improvement in IT service, and efficiency.
Duties and Responsibilities:
- Responsible for collaboration with other management on the strategy and vision for the Operations Command Center
- Responsible for creating a roadmap, to build the Operations Command Center capability over time
- Responsible for overall management of team and assigned projects
- Responsible for overall financial, scope, and critical path management for assigned projects
- Manages the financial, resource management, and service level delivery of the department
- Creating and tracking service levels and service agreements, operational level agreements
- Manages IT processes, to include Incident and Problem management
- Manage day-to-day incidents and problems at an IT and Team level
- Define requirements for Operations Command Center tools
- Establish processes to identify, track, escalate, resolve, and report customer-related issues
- Track and provide input to the Operations budget and monthly forecast
- Develop and implement technical service restorations and troubleshooting procedures to identify, test, and diagnose technical issues
- Analyze the technical performance and reliability of products, systems, and services compared to identified industry standards to ensure customer satisfaction
- Perform as an internal consultant, advocate, mentor, and change agent
- Consult and advise subordinates on administrative policies and procedures, technical problems, priorities, and methods
- Manage and mentor supervisors, project leads, and/or technical staff
- Mentor employees on career development and performance improvement
- Responsible for personnel decisions including performance
- Review and hire/fire activities
- Performs other duties as assigned
Duties and Responsibilities:
Operations Command Center Services
Create standards, procedures, and guidelines for the following:
- Incident Management
- Problem Management
- Operations Administration
- Job and Batch Management
- Backup and Recovery Job Management
- Data Center Operations
- Security Tool Administration
- VPN
- Password Sync
- Security Operations
- Intrusion Prevention
- Antivirus
- Event Management and Monitoring
- Business Continuity for the Operations Command Center
- Other services as assigned
- Manage the day-to-day services outlined above
- Develop entry criteria for Services to accepted into the Operations Command Center
Administrartive
Metric and Status Reporting
- IT Operations Scorecards
- Enterprise Outage Reporting
- Financial Management (Budget, Forecast, Headcount, etc)
- Statements of Work
- Invoice Approvals
- People Management
- Mentor employees on career development and performance improvement
- Responsible for personnel decisions including performance review
- Time Tracking and Approvals
- Logging, Tracking, Status Reporting
Education:
- Four (4) year degree with an IT or MIS focus or equivalent experience
Experience:
Skills:
- 6 - 8 yrs IT operations experience
- 3 yrs+ people management
- 3+ year of departmental management experience
- ITIL V2/V3
- Strong written and verbal communication skills including ability to develop presentations and present to management
- Strong knowledge and understanding of business principles, practices and procedures
- Demonstrated problem solving and negotiation skills. Strong project management skills and experience
- Applies functional expertise and fundamental business knowledge to contribute to the strategic direction of the function and supported client group(s)
- May need to seek guidance on highly complex issues
- Experience in Network, Database Administration, Business Continuity, Data Center Operations, Application / System Monitoring, job management
- Expertise in Operations metrics, monitoring and management
- Strong leadership skills and experience
Competencies:
- Customer Focus
- Drive for Results
- Ethics Values
- Peer Relationships
- Conflict Management
- TQM/Re-Engineering
- Managing Vision Purpose
- Building Effective Teams
- Motivating Others
ADT is an Equal Opportunity Employer
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