NovaTech Looking for Senior Manager Global IT Operations MIM AIOps Monitoring/ Alerting at Remote Full Time

Senior Manager, Global IT Operations and Service Management who will focus on the planning, design, and execution of the operational standards and processes required to provide world class real-time IT support.

As the Senior Manager, Global IT Operations you will collaborate with the Global IT Team to implement a practical Service Management architecture, associated processes, policies, and systems. In this role you will be accountable for developing world-class IT Operational processes and ensure process execution by the responsible application and Infrastructure support organizations, drive service restoration related to Major Incidents, drive permanent preventative actions and drive overall improvements of all aspects of IT Operations and associated performance metric achievement. This role is also expected to recommend new products and services, as well as maintain a general knowledge of emergent technologies that are applicable to the continued growth and improvement of our operational model.

Responsible for delivering quality services and improvement projects in a timely manner, but also help foster an inclusive and innovative culture. This role will be a member of a global virtual team where communication and collaboration is essential to the team’s success. The role requires a proven team player, technical and operational leadership, and guidance and direction during complex and often high-pressure situations. Responsibilities include building and nurturing a world-class operations team (including Managed Service Providers (MSP’s)), driving Service Management operational polices, fostering relationships with the entire IT organization and relevant business partners, with a passion for continuous improvement.
Key Responsibilities
Strategy & Planning
Drive Service Management improvements in governance, process, metrics reporting and service design. Service Management processes within current scope are Incident, Problem, Change, Configuration (CMDB), Release, Knowledge, Service Request Fulfillment, and Event.
Ensure the development and maintenance of the IT Service Catalog that defines for each service:
Clear service definition
Ownership and accountability
Service level agreements (SLA) that set performance expectations for service requestor
Escalation points and key contacts
Champion opportunities for Automation in the efficient and effective execution of the service management process to drive improvements (e.g., reduction in MTTR and manual effort, SLA compliance, etc.)
Drive the architecture, design and implementation of proactive monitoring/alerting and predictive analytics to reduce incidents and improve service restoration.
Develop AIOps (Artificial Intelligence for IT Operations) strategy and platform. AIOps is the automation of IT operations tasks through AI to free IT Operations by ingesting operational data to identify issues and ideally resolve automatically. The platform should 1) automate routine practices 2) recognize serious issues faster and with greater accuracy and 3) streamline the interactions between IT service lines.
Operational Management
Foster and drive a culture of operational responsibility across the IT Application and Infrastructure service lines. The position is accountable for overall IT operational performance metrics, but responsibility for service line operational performance and metrics remains with the respective Application and Infrastructure service line leaders.
Responsible for ticket monitoring, prioritization, and escalation. Coordinate incident and problem management activities with all IT Application and Infrastructure service lines and MSP’s. Drive a culture of standard, consistent and proactive response to incidents to restore normal service operation as quickly as possible and eliminate repeat incidents that adversely impact business operations.
Lead Major Incident Management (MIM) process, expanding participants in team/process (from initial ticket through closure) as required to restore service. Facilitate development of operational procedures for all IT services (e.g., runbooks, Knowledge Articles, etc.) Drive incident resolution, root cause analysis, problem management and improve effectiveness of incident and problem communication end-to-end.
Collaborate with IT Application and Infrastructure service lines and MSP’s to ensure that service management policies and procedures are adhered to during the execution of IT’s operational processes.
Responsible for the management and performance of the Service Desk (ATOS).
Provide feedback to IT senior management as the voice of the customer to increase satisfaction, sentiment and reduce escalations.
Drive the standardization of IT dashboards and reporting to represent the state of health and control over IT Operations and Services globally. Conduct Operations Reviews and communicate IT metrics throughout IT and the business.
Partner with the IT Applications and Infrastructure service line leaders to define future state IT Operations model.
Jointly lead the Change Approval Board (CAB) with IT Infrastructure and Applications Support management ensuring business impact is considered in decisions and ensuring high impact changes are coordinated and communicated appropriately.
Assist IT Application and Infrastructure service lines in driving cost reduction/optimization improvements.
Evaluate and update service level standards, policies and procedures, training materials, and best practices

Job Type: Full-time

Pay: $180,000.00 – $200,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay
• Signing bonus

Work Location: Remote