at Optiv Security Inc.
Job Description
At Optiv, we're on a mission to help our clients make their businesses more secure. We're one of the fastest-growing companies in a truly essential industry. Join us.The IT Operations Manager oversees IT Service Management, Performance Management, Application Operations, Production Readiness (Non-functional Requirements), and Disaster Recovery coordination activities for the Optiv Global Infrastructure, Cloud & Operations team. The individual in this position also will be tasked with managing a NOC team that will be responsible for the monitoring, incident management, and escalations of internal and customer facing environments.
The I.T. Operations Manager ensures customer SLA's can be met as well as oversees operational level agreements with business units. Incident response planning and global runbooks will also be the responsibility of this position. The position, along with other members will create process to ensure services and applications are production ready.
How you'll make an impact:
- Manager for NOC employees who are responsible for monitoring internal and external facing environments
- Leads incident response functions so that the appropriate resources are available to quickly restore the service
- Provides and drives quality customer service, including interacting across teams and business units
- Works closely with upgrade and maintenance teams for planned maintenance
- Develops, drives, iterates, and maintains IT Service Management strategy and procedures.
- Creation and continual improvement of operational level agreements as well as incident response and disaster recovery planning
- Ability to work with business units to understand service level requirements so that it can be passed along to the technical teams
- Manage all day-to-day IT Operations activities, ensuring the integrity, security and high availability of services hosted by or offered by IT.
- Ensure that service delivery and customer satisfaction exceed published service levels and coordinate escalation of issues as required.
- Help Define and contribute to the overall goals of the IT department including short-term and long-term planning to align with the strategic goals of the company
- Responsible for the creation of department KPI's
- Ability to manage team members off hours and in different regions to include offshore
- Mentor team members so they can stay motivated and continue to improve
Qualifications for success:
- Bachelor's degree or equivalent experience
- 4+ years IT experience
- 3+ years experience in ITSM/ITIL role managing IT infrastructure
- IT Management experience
- Strong knowledge of ITIL
- ITSM certification a plus
- Business focuss with the ability to partner
- Knowledge and experience in the Microsoft Suite of products
- Ability to drive excellent customer service to the team
- Ability to work in a Team environment
- Knowledge of Server OS, VMWare, Networking, storage, backups, and IT security
- #LI-GN1
With Optiv you can expect:
• A company committed to championing Diversity, Equality, and Inclusion through our Affinity groups including, Black Employee Network, Disabled Employee Network, Latino Employee Network, Optiv Pride (LGBTQIA+), Veterans Support Network, and Women's Network.
• Work/life balance. We offer "Recharge" a flexible, time-off program that encourages eligible employees to take the time they need to recharge
• Professional training resources, including tuition reimbursement
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remote/from home (where applicable)
If you are seeking a culture that supports growth, fosters success, and moves the industry forward, find your place at Optiv! As a market-leading provider of cyber security solutions, Optiv has the most comprehensive ecosystem of security products and partners to deliver unparalleled services. Our rich and successful history with our clients is based on trust, serving more than 12,000 clients of varying sizes and industries, including commercial, government, and education. We have the proven expertise to plan, build, and run successful security programs across Risk Management, Cyber Digital Transformation, Threat Management, Security Operations - Managed Services, and Identity and Data Management.
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.
