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IT Production Operations Manager

Request Technology - Craig Johnson

Posted on Jan 14, 2022 by Request Technology - Craig Johnson

Coppell, TX 75019
Immediate Start
$115k - $130k Annual

*Position is bonus eligible*

Prestigious Financial Company is currently seeking a IT Production Operations Manager. Candidate is responsible for ensuring that the first-level support function is performed consistently, and that all Incident are resolved in a timely manner. This manager will oversee a team of 15+ reports, spanning three shifts 24/7.


  • Manage staff and provide focus in a very dynamic fast paced environment.
  • Manage staffing and ensure that 24/7 coverage is always present.
  • Provide guidance and ensure that reports are trained and able to execute on current, and new responsibilities.
  • Ensure that Incidents are escalated and socialized adhering to all reporting requirements.
  • Ensure that first-level Incident identification and resolution techniques are used to address all issues.
  • Ensure that all Incidents are accurate and complete.
  • Actively participate in the Change Control process, focusing on mitigating any/all risk.
  • Embrace and live into all compliance and audit requirements.
  • Must adhere to all Production Operations policies and procedures
  • Focus on Operational readiness ensuring that all responsibility are formally transferred to Production Operations
  • Perform other duties as assigned.
  • Evangelize for all things operations and nurture a Continuous Improvement worldview.
  • Escalate all impacting Incidents and surface any operational risks to leadership.
  • Supervise team of 15+ spanning three shifts 24/7.
  • Ensure that reports adhere to all policies and procedures.
  • Maintain PTO schedules and ensure that staffing levels & coverage are appropriate.
  • Meet with staff on a regular basis to provide continual feedback.
  • Write and deliver performance evaluations (PEPs).
  • Actively participate in reports skills & career development plans.
  • Ability to influence across multiple teams in a Matrix-reporting structure.


  • Demonstrated experience in managing big teams.
  • Excellent time-management skills.
  • Microsoft products desktop proficiency (Outlook, Word, PowerPoint, Excel, etc.)
  • Working knowledge of monitoring tools and best practices.
  • Understands urgency of service level agreements and the need for timely responses.
  • Working knowledge of Network troubleshooting.
  • General Linux knowledge.
  • Experience with a scheduler (ie. UC4).
  • Mobius via Document Direct.
  • Familiarity with transmission protocols: SFTP/NDM.
  • Operating systems: Unix, Windows, zOS/390.
  • Strong Desktop & Microsoft Office skills.
  • Process orientated with the ability to design & and optimize a process.

Education and/or Experience:

  • Experience manage a big team, across multiple shifts.
  • Experience working in an environment with Matrix-reporting structures.
  • Experience working in a multi-platform environment.
  • Experience working with a scheduler (ie.UC4).
  • Dev/OPS and/or SRE experience a plus.
  • College degree in Computer Information Systems desired, but equivalent work experience will be considered

Reference: 1462347809

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IT Production Operations Manager

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