IT Operations Director
6 days ago
We are seeking a seasoned IT professional to lead our production support for a large account as an IT Operations Director. As the go-to person, you will be responsible for end-to-end management of production support, including solutioning and RFP/solutioning.
The ideal candidate will have 13+ years of IT experience, with at least 3 years of experience in a Service Delivery Manager role for large customers. You should have a fair degree of technical understanding of Data Engineering-based programs and Analytics concepts involving Cloud-based ETL/BI-based programs, preferably in Azure platform.
Key Responsibilities:
- Manage delivery across all support layers (L1, L2, and L3), including minor enhancements and automation initiatives.
- Drive thought leadership for next-gen support processes in an Agile, automation-first environment, define best practices, and knowledge management protocols.
- Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues, and manage customer escalations efficiently.
- Identify customer issues proactively, drive RCA reactively, and maintain an excellent relationship with end-users and stakeholders.
- Provide up-to-date management reporting on a regular basis to internal and external stakeholders.
Requirements:
- 13+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for large customers.
- Fair degree of technical understanding of Data Engineering-based programs and Analytics concepts involving Cloud-based ETL/BI-based programs, preferably in Azure platform.
- Experience in various SDM areas, including Service Management, Incident tracking Service Management, RCA, Problem management, change management.
- Proficiency in leading both physical and virtual teams along with 3rd-party vendors, exceptional knowledge in Agile delivery principles, solid resource planning, and problem-solving skills.
- People Management - Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
- Good understanding of DevOps tools/practices, monitoring tools, and automation suites.
$120,000 - $180,000 per year
This is a full-time position based in a major city, with occasional travel required.
We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.
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