Job Summary: We are seeking a highly qualified IS Manager (Data Operations/Production Support) who will be responsible for planning, leading, organizing, and motivating the Data Services team for our Enterprise Data Operations including all cloud operations (Azure, AWS, Google Cloud Platform), data tools, reporting tools, and on-prem databases.
Core activities include managing a large production environment, migrating to the cloud and cloud technologies, performing deployments, coordinating, and performing upgrades for legacy on-prem technologies, continual improvement of quality of service, and maturation of monitoring and alerting capabilities for effective operations.
The ISM will also be responsible for supporting key initiatives of our Operating Company BI Environments moving to the Data Cloud Platform. The ISM will support the BI environments of TEK, Aerotek, EMEA, AGS, and MarketSource along with our Data Lake and Data Warehouse in the cloud.
The IS Manager is responsible for interfacing with clients, resolving incidents and acting on service requests. The IS Manager establishes service standards, policies and processes and monitors services levels to continuously improve the quality, responsiveness, and results produced by the Production Support team
The IS Manager will report into the Delivery Manager and work closely with our TGS (TEK Global Systems) offshore partner to fulfill these responsibilities.
ResponsibilitiesEssential Functions:
Acts as technology owner, accountable for implementation and maintenance of products/services within the Data Services team partnering with Product Owners and Business Sponsors in providing transparency in execution and monitoring within delivery plans
In working with the Delivery Manager, establishes direction and clear sense of meaning to inspire teams to create their own connection and passion to the business goals
In partnership with the Leads and Scrum Master, drives team members to leverage or develop well-defined practices and processes that aid in increasing productivity and minimizing waste to ensure work is delivered on time, within budget, adhering to high-quality standards and meeting customer expectations
Manages deliverables, risks, status, and quality elements throughout the lifecycle for work efforts; validates operational readiness for production launches
Evaluates conceptual aspects of technical designs of applications, systems and solutions to ensure sound decisions and investments are made in accordance with application architecture governance policies and standards.
Establishes metrics, reports and measures progress toward goals and effectively communicates progress to appropriate stakeholders
Assists the delivery manager in implementing best practices as defined within the Portfolio Management Office (PMO), Agile CoE and SDLC standards and champions ongoing process improvement initiatives
Anticipate and identify tasks required to support change processing including performing change impact analysis, assigning tasks to project team members, verbally communicating complex issues, verifying that tasks are completed, and communicating implementation status
Measure, monitor, enhance and report on service level agreements and performance for incidents and service requests
Ensure quality troubleshooting and resolution of functional and technical incidents in working with Data Services team members
Engage and collaborate with leadership to resolve incidents and deliver on service requests
Maintain and enhance an automated workflow for incident management, service delivery, performance metrics, and reporting using ServiceNow.
Coordinate release environment testing for product releases into the Production environments
Organize cross-functional teams to methodically promote and test product releases into the Production environments.
Design and create support plans for new functional releases to ensure support team is prepared
Establish and manage team schedules for 24x7 phone support - on call and after hours
Mentor and develop Production Support team
Collaborate in highly organized, delivery focused Agile environment
Perform other duties related to production support as needed
Supervisory or Management Responsibility:
Management responsibility for the Data Services team, including hiring, leadership, development and accountability for performance.
Acts as Coach-Leader, coaching others in their development as a leader and/or a more complex problem solver, and focuses on helping others formulate their development agenda
Assists in team development while holding teams accountable for their commitments, removing roadblocks to their work; leveraging organizational resources to improve capacity for project work; and mentoring team members
Promotes empowerment of the team, ensures that each team member is fully engaged in the project and making a meaningful contribution, and encourages a sustainable pace with high-levels of quality for the team
Communicates and engages with highly-technical knowledge workers. Able to challenge analysts, developers, testers and architects thought processes to drive them to better solutions.
Establishes operational/team objectives and goals.
Budget Responsibility:
Contributes to the development of product/service and/or departmental budgets and actively manages budget to plan
Shares fiscal responsibility for the organizations technology investments and future planning of the organizations spend
Bachelors degree in Business, Information Systems, or equivalent
Minimum of 10-12 years of Information Technology experience with at least 7+ years experience in Data operations, Service Operations managing DBAs, Admins and support personnel.
Experience overseeing multi-function teams with at least 10-15 team members including project managers or scrum masters, developers, business and/or systems analysts, and quality assurance personnel
Experience with enterprise-scale applications
Experience working in an offshore/onshore collaborative environment
Solid understanding of and demonstrated experience in using appropriate tools:
Microsoft Project, Visio, and MS Office
VersionOne, Trello, Jira, Confluence
Agile (Scrum, KanBan) experience
ITIL experience a plus
Cloud Providers knowledge (Azure, AWS, Google Cloud Platform)
Data Integration tools knowledge (Informatica, Qlik, Matillion, Goldengate, etc.)
Data base, data warehouse & Data Lake knowledge (Oracle, Snowflake)
BI Reporting tools (Tableau, WebFocus, etc.)
Middleware platforms (Apigee, MuleSoft)
Skills / Abilities:
Strong interpersonal skills including mentoring, coaching, collaborating, and team building
Proven ability to lead Product Support Operations efforts or implement services and ensure objectives, goals, and commitments are met
ITIL certification a plus
Strong analytical and problem-solving skills
Excellent oral and written communications skills
Solid technical project management and/or leadership skills including the ability to plan, organize, and steer activities with competing demands
Developing knowledge and understanding of business needs with the ability to establish/maintain elevated level of customer trust and confidence
Solid understanding of systems development life cycle models
Able to identify and understand complex problems/issues and develop solutions
Ability to travel without restrictions (domestic and international).
