IT Operations Manager

Requires specialized depth and/or breadth of expertise and technical knowledge of IT operations. Works independently, with guidance in only the most complex situations. Interprets business challenges and recommends best practices to improve technology products, or to improve processes or services through applicable technology. Configures, installs, maintains and upgrades computer systems hardware and software. Restores files or systems by designing, writing and implementing back-up procedures. Provides high-level operational support for the organization's information systems and peripheral equipment such as application servers, database servers, web servers, desktops, printers and storage devices. May perform recovery procedures, scheduling and back-ups and monitors batch processes. Interprets business challenges and recommends best practices to improve technology products, or to improve processes or services through applicable technology. Uses sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects in solving complex technical problems with moderate resource requirements and risk.

• This role will manage key vendor and service management initiatives, working with peer organizations within WK (technical and business) as well as our service provider partners.  It’s focus will be on migration of application environments from our On Premise Data Centers into GBS managed cloud, but extend to other SOC2 onboarding environments as well.  Both onboarding of new business units and operational support of existing will be essential for the role, aggressively enhancing the levels of support.  The role will work with partner teams to initiate and coordinate improvements to WK’s service platforms across cloud and traditional hosting environments. As well as build NIST profiles and framework for Cloud as well as On Premise environments that are in scope.

• Requirements include:
  • Ability to understand and arbitrate technical impact based on:
    • Usage and Performance characteristics of various infrastructure components
    • Environment impacts due to infrastructure un-planned outages or component failures
    • Benefits and Risks associated with planned or proposed Changes to the environment
    • Collaborate with Infrastructure, Application and Business System leaders during Standard Operating / Steady State and Crisis situations
  • Strong written and verbal reporting skills, with ability to provide information for different audience levels at different levels of detail.
  • Solid experience practicing these in a fast paced, Operations / Engineering environment.

Required Experience / Technical Skills

• AWS and Azure Cloud proficiency
  • Backup, storage, networking technologies used in both as part of Enterprise
  • Knowledge of both cloud providers’ portals, account management tools, customer notification models
• Experience with ITIL based processes of Service Request, Change, Incident, Problem management
• Experience as part of CAB and Incident bridge resolution execution.
• Experience in support of technical compliance efforts such as SOC2 (or similar) audit certification

Additional Experience /  Technical Skills

8+ years working in IT Infrastructure & Operations or other equivalent experience

• SoftLayer private cloud experience and knowledge
• Experience with monitoring and systems tools including Opsramp, Rightscale, AppDynamics, QRADAR, Tripwire, Azure Security Center (FIM/IDS), Service Now.
• Working knowledge of the following Core cloud technologies supporting GBS CaaS
  • Azure Kubernetes Service (AKS)
  • Azure Container Registry (ACR)
  • AWS Elastic Kubernetes Service (EKS)
  • AWS Elastic Container Registry (ECR)
  • Azure Virtual Networking (VNET) and Load Balancers
  • AWS Virtual Private Network (VPC) and Load Balancers