Oper Command Center Shift Mgr Job in Mooresville, North Carolina US

Oper Command Center Shift Mgr

The Operations Command Center (OCC) Shift Manager will ensure the operating environment meets the committed service levels for Lowe?s business needs. The incumbent will provide the management and leadership for the OCC Shift which is comprised of Operation Specialists, and System Administrators. The incumbent will be accountable for the staffing and coordination of a shift which operates on a ?24xforever? staffing model. The incumbent will be responsible for a team that will be aligned with other Information Technology groups providing services related to proactive monitoring, incident management, escalation, and problem management for Lowe?s Mainframe and Distributed Systems. The incumbent will be responsible for the staffing and coordination of the resource requirements of Disaster Recovery to support Disaster Recovery testing or activation. PLEASE NOTE: THIS IS A NIGHT SHIFT ROLE This position is responsible for operating and protecting the technology environment that processes critical Buy/Move/Sell and Corporate applications including Credit, Debit, Installed Sales, Made-2-Order, Demand Download, Accounts Receivable, Human Resource, Finance, and Disaster Recovery systems. The incumbent will be responsible for providing a secure environment for the protection and integrity of the Operations Command Center assets and data. This position is responsible for providing high availability consistent with the expectations defined in the Service Level Agreements in place with the business and IT communities. The incumbent must exercise sound judgment in making decisions for any actions that may affect IT services availability and the resulting business impact. This position requires strong leadership, seasoned decision making, technological expertise, and an overall commitment to assuring Lowe?s IT Service(s) are managed to maintain the availability commitments to support Lowe?s business objectives. Essential Functions and Responsibilities: ? Responsible for the integrity of the Operations Command Center, including system security, physical security, change control policies, daily operations, and the safety of all personnel working in the OCC in accordance with Service Level Agreements and Lowe?s Policies and Procedures ? Manages the Operation Specialists, System Administrators, Technical Consultants, and vendor personnel providing operations support to provide high availability and rapid deployment of equipment and services for Business demands ? The incumbent in this position is expected to take the initiative to take on and complete new tasks in a timely manner as needed. Manages and controls the OCC, health of application systems, infrastructure servers and network operations. Responsible for supporting all enterprise systems 24x7, and to be responsive to all incidents and problems ? Participates in Disaster Recovery planning and testing and maintains accurate, up to date information relating to the operations environment ? Monitors, Manages and controls the health of application systems, infrastructure servers and network operations. Responsible for supporting all production and Development/Testing/Quality Assurance (DTQ) systems 24x7, and to be responsive to all incidents and problems ? Provide direction for incident, problem, and change management processes across the enterprise ? Create and manage local procedures, instructions and test plans for all day-to-day functions in the OCC ? Coordinates Incident Management response to all enterprise incidents ? Provides leadership to the staff, including coaching, career planning, training and development. Conduct ?one on one? sessions and weekly meetings. Perform annual and semi-annual performance evaluations ? Manage other operations support functions (documentation, support, requirements) ? Responsible for OCC documentation including Standard Operating Procedures, System Profiles, System Diagrams and other related records ? Establish relationships with the IT Solution Groups, IT Engineering, IT Operations, and Information Security Groups ? All administrative functions regarding staff, to include staffing levels and schedules ? Mentor and coach junior managers REQUIRED QUALIFICATIONS ? A Bachelor?s degree in Management Information Systems, Information Systems, Computer Science or Engineering ? Strong understanding IT Services Management processes required to support a ?24Xforever? operations environment ? Strong leadership, seasoned decision making, technological expertise, and an overall commitment to assuring the Lowe?s OCC is managed to be able to support Lowe?s business objectives ? 7-10 years experience in IT systems including an understanding of technical infrastructure, hardware, software, and applications in a large corporate environment ? 4-6 years experience with a complex IT environment including MVS, AIX, Linux, Microsoft Server, and Novell Netware operating systems, related hardware, infrastructure, and monitoring tools ? 2 or more years of personnel management experience related to performance management, personnel development and coaching. Experience with managing vendors associated with data processing solutions including IBM, EMC, HP, CA, BMC, Microsoft and others ? Excellent communication skills. Ability to write reports and communicate information verbally to various levels. Fluent use of MS Office Suite products (Word, PowerPoint, Excel, Outlook, Visio) ? Proven project planning, organizational skills, and time management skills. Project management experience utilizing Microsoft Project 2000 or similar tools ? Proven management, leadership and coaching skills in a large team situation ? Proven ability to successfully deliver technical solutions to business problems ? Proven ability to work with business users and IT technical staff in a team environment ? Proven ability to direct emergency situations with a calm and focused demeanor ? Proven ability to handle multiple tasks simultaneously PREFERRED QUALIFICATIONS ? 10+ years experience with technical infrastructure, hardware, and software in a large corporate environment ? Experience with contract negotiations and contract terms with the large vendors ? Personnel management experience related to performance management, personal development and coaching ? Financial management experience developing capital and expense budgets related to personnel, hardware, and software management. ? Knowledge of retail business systems. ? Proven experience in managing projects at all stages of the systems life cycle