IT Operations Manager

The IT Operations Manager is responsible for the following functions and capabilities within IT:

• Networks and Wi-Fi
• Data Centre / Disaster Recovery / Business Continuity
• Operational Security
• Servers, storage and back-up
• Switches and Firewalls
• OS and Virtualisation
• Associated tools in infrastructure management and monitoring
• Cloud and IaaS Services
• MDM / Device Management
• OT Comms / telemetry

Responsibilities & Accountabilities

• Responsible for service delivery of all services, and resources within the group Infrastructure Operations Support Team. This includes responsibility for ensuring the appropriate level of support for the ongoing functionality of the infrastructure in conjunction with service management.
• Maintains a management and leadership role in setting service direction and ensures standards and policies are maintained and compatible with Stark standard information systems architecture, tools, policies and procedures.
• Maintains responsibility for the coordination, implementation and management of group-level infrastructure capabilities. This includes coordinating specifications, design, training and installation timeliness and appropriate testing mechanisms.
• Supports financial management activities, including the creation and maintenance of the group infrastructure Services budget (capital and operational).
• Liaises and works closely with the IT Security and Information Governance Team to coordinate, manage and ensure operational security and data governance is managed and maintained within IT and the business.
• Leads team personnel management activities, including performance management and career development activities.
• Sponsors efforts to develop core competencies, processes, and disciplines. Supports sharing of best practices.
• Supports the IT group in infrastructure & tools selection, preparation of RFP’s, etc. in conjunction with group or Stark procurement personnel.
• As a member of the Stark group IT management team, is responsible for participating in the demand management roadmap and development/implementation of the IT Strategic Plan.
• Participates in activities to improve departmental and organizational performance. Working with Service Management develops benchmark measures to evaluate productivity within Operations Support.
• Works with the IT Architecture team to ensure infrastructure standardization and utilization across the group.
• Identifies possible training and system enhancements. Establishes group application tracking metrics and dashboard reports to track application usage and satisfaction.
• Interacts with corporate leadership teams, as needed, in relationship to technical and customer support issues.
• Utilizes strong communication and management skills to manage technical and business relationships in an infrastructure / operations support environment that includes non-IT organizations.
• Maintains and protects confidentiality with regard to all aspects of customer data.
• Adheres to the Stark Code of Conduct, IT Mission and Value Statements.
• Manages and delivers small / medium changes into applications following IT process and procedures.
• In conjunction with project management delivers large changes / projects into IT and Stark business.
• Implement new infrastructure needs, capturing end user requirements and configuring, testing and integrating as necessary.
• Provide responsive 2nd line support for IT operational services in support of our business.
• Produce specifications of business requirements to a level that enables effective delivery of agreed changes.
• In conjunction with the Architecture team, produce specifications and designs for infrastructure and their components to meet defined business needs, retaining compatibility with enterprise and solution architectures.
• Specify, design and maintain mechanisms for storage and access to both structured and unstructured information, in support of business information needs.
• Develop, implement and report the findings of suitable test schedules to measure and improve the quality of ICT solutions being deployed and ensuring business continuity / auditability is maintained as specified.
• Integrate and test infrastructure components in order to create operational services.
• Transfer application knowledge and associated documentation to the IT service desk to facilitate robust service support for infrastructure solutions.
• Facilitate productive relationships with and between key stakeholders, during the Planning management and implementation of business change.
• Ensure that project and support documentation is maintained.
• Coordinate the work of suppliers, contractors and colleagues during the development, testing and implementation of new or upgraded infrastructure solutions.
• Mobilise and co-ordinate and monitor the efforts of suppliers and contractors in dealing with business application problems referred to second line support.
• Provide estimates for scope of works and associated resourcing requirements for project planning purposes.
• Identify project related risks and escalate project issues in a timely manner.
• Follow the agreed architectures, design patterns and implementation methodologies.
• Responsible for the management of technical support teams. Achieves results through efficient and effective resource management. Organizes, plans, assigns, and monitors the completion of work. Builds and maintains relationships with staff, leadership, and key stakeholders. Selects and develops staff.
• Builds and maintains relationships with staff and department leadership.
• Ensures accountability with team goals by leveraging department and team metrics and reporting.
• Trends incoming requests and develops action plans to improve processes, efficiency, and service delivery.
• Participate in regular training/ learning activities to maintain and develop skills and knowledge.
• Adhere to all Stark policies, procedures and working practices.
• Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work.
• Any other reasonable duties as required.

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