Role Summary:
Manage cross functional team responsible for maintaining application/system health. Manages processes related to Configuration Management, Release Management, Application Performance Management, Capacity Management, Asset Management, Job Schedule Management, Incident & Critical Incident Management, and Knowledge Management. Supports Disaster Recovery and COOP planning, exercises, and implementation. Responsible for data collection, schedule management, and overall performance of team and services.
Responsibilities:
· Provides supervision to a small or moderately sized team of operational, production, or service personnel.
· Administers policies and guidelines that directly affect team's work activities.
· Reviews, develops, maintains, and supervises project teams processes, including: Configuration Management, Release Management, Application Performance Management, Capacity Management, Asset Management, Job Schedule Management, Incident & Critical Incident Management, and Knowledge Management
· Provides knowledge and support of Disaster Recovery and COOP planning and activities.
· Establishes deadlines for completing assignments.
· Plans and manages day-to-day delivery of the team by assigning tasks and verifying quality of the work performed.
· Develops plans and roadmaps related to system/application maintenance and operations.
· Maintains knowledge of industry standard tools and the implementation of tools to support the team managing system/application health.
· Ability to adapt to the limitations of client's willingness/ability to adopt new tools and processes.
· Uses a variety of data analysis tools and methodologies to ensure team meets or exceeds operational, contractual, and service level commitments.
· Adapts team priorities to respond to client needs while maintaining adherence to budget and timing considerations.
· Resolves issues elevated by team members.
· Ensures timely and accurate reporting to management.
· Manages day-to-day delivery of results to ensure meeting or exceeding operational contractual and service level commitments / obligations to clients.
Required Skills
· 6 or more years of information technology experience, with at least 3 years of this experience in management required
· Bachelor's Degree
Preferred Skills
· Master's Degree
· ITIL, PMP, or Six Sigma Green Belt certification
· Experience providing application/system operations for state agencies