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Director, IT Operations

Scottsdale, AZ, USA | Early Warning

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    General Management
    IT / Information Technology
    Operations / Production
  • Experience:
    10-12 years
Job Description:
86 people have viewed this job

This positon is responsible for IT Operations Monitoring & Service Desk. Major activities include systems monitoring, 24x7 customer support and ownership of Early Warning Systems’ Incident, Problem and Change Management processes. Provides leadership in order to provide a high level of support and remove impediments.

Essential Functions 

Provide effective leadership to the staff to create a highly engaged, high performance team.

Ensure the team effectively manages customer and internal incidents. Prioritizes work, allocates resources, removes roadblocks & escalates as necessary to meet SLA

Owns & manages all aspects of IT Service Management including incident, problem and change management

Continuously assesses ITSM processes and their alignment to EWS needs as the organization and products change.Makes proactive changes to the processes to ensure fit for purpose

Proactively communicates and promotes services of this group to ensure alignment with other functions to eliminate duplication of effort

Oversees client telco implementations and support

Recruit, manage, coach and mentor the department managers reporting to this position

Manage the creation and successful completion of annual Business Continuity Department Plan and Exercise

Ensure that Data Centers are monitored and supported.Coordinate with the IT Infrastructure team ensuring that all systems operate at peak performance

Ensure accurate metrics for workflow ticketing application used to track all IT Operations activities, using the metrics for efficiency evaluation and resource planning

Manage and coordinate the annual consolidated Disaster Recovery Exercise performed by IT and Service Delivery

Manages Severity 1 incidents and drives communications with external parties impacted by the incident  

Support the company’s commitment to protect the integrity and confidentiality of systems and data

Minimum Qualifications

Education and experience typically obtained through completion of a Bachelor’s degree in Computer Science or Networking coupled with experience supporting users and an ability to relate business needs to system capability

Minimum 10 years’ experience managing staff in Technology and Operations disciplines

Minimum 10 years’ experience managing staff in computer operations with a working knowledge of networking and distributed systems coupled with knowledge and/or experience in financial institution operations and the ability to apply this toward business operations

Ability to analyze problems and multiple alternate solutions to be able to quickly make decisions

Experience in running an IT Service Desk

Strong ITIL and ITSM experience

Ability to communicate effectively with senior management, employees, vendors and customers

Excellent written and verbal communication

Strong attention to detail, accuracy, policy compliance, and documentation

Background and drug screen

Preferred Qualifications

Experience in migration of legacy Service Desk software to Service Now

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