Director of IT Operations
Posted on Sep 10, 2024 by City of Philadelphia
Philadelphia, PA
IT
Immediate Start
Annual Salary
Full-Time
Job Description
Under supervision of Chief Technology Officer, the Director of IT Operations is responsible for the day-to-day operational staff providing 1st level monitoring and specialized support on a 7 by 24-hour basis. Guides and instructs personnel in proactively responding to alerts, identifying fault conditions and resolving level 1 problems, escalating incidents as necessary and decreasing overall MTTR. The Director IT Operations keeps upper management informed about all outages and impairments, which have an impact on City of Philadelphia systems and networks. The Director of IT Operations analyzes current monitoring systems and develops appropriate strategies for strengthening areas in need of improvement. Develops processes and procedures for the NOC staff to ensure committed SLA's are met. Reviews, develops or modifies processes and policies in support of new and existing product and/or technology. They will continuously improve the Change Management process to support the ongoing introduction of innovation, stability and sustained engineering of City systems and networks. The Director of IT Operations will ensure communication to all internal and field support organizations. The Director of IT Operations will plan, implement, and maintains staff development curriculum as it relates to Information Technology Command Center (ITCC) roles and responsibilities.
An ideal candidate is expected to operate independently, have a results-oriented mindset, and foster an environment of continuous improvement. The Director of Operations must possess strong interpersonal skills and regularly work with IT leaders and engineers in other departments.
Principal Responsibilities:
Oversee daily activities in the ITCC and related staff; provide direction and supervision to a 24/7 Operations team.
Provide direct escalation support to the ITCC for daily, weekly, and special event requirements.
Coordinate personnel to ensure appropriate staffing and scheduling, accessibility for continuous operation of mission critical production network and systems 24/7.
Review daily metrics, track lifecycle of RCA (Root Cause Analysis) reports through closure to ensure proper resolution.
Lead training, planning, assigning, direction of work, addressing complaints, and resolving problems while sharing expertise with others.
Evaluate, develop, and deploy new processes and policies to increase employee production and efficiencies.
Manage and mentor ITCC team for growth and opportunities.
Manage difficult operational situations; respond promptly to customer needs; respond to requests for service and assistance; meets commitments and SLAs.
Triage alerts & issues and facilitate technical support across diverse teams to diagnose and problem solve all aspects of the City Network, local circuits, systems, servers and storage services to ensure highest quality of service and resolution in a timely manner.
The ideal candidate will have experience providing support in a fast paced, high energy, 24/7 environment.
Stay current with industry trends and new services.
Competencies, Knowledge, Skills and Abilities
Technical competency in the following areas will be foundational for success:
Understanding of IP Networks, including VLANs
Firewalls, switches, routers and other network equipment (Juniper, Fortinet)
VPN, Load Balancer, Web Application Firewall
Databases – Oracle, SQL Server, Postgres
Windows and Linux Server administration
Web Server concepts and administration
Virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards
Active Directory, DHCP, DNS, Group Policy
Monitoring and alerting tools
Clustering, Load Balancing
Anti-Malware and Cybersecurity concepts
Excellent interpersonal skills and ability to help project teams meet their goals while addressing enterprise concepts such as standards and security.
Possesses excellent written, oral, and interpersonal communication skills with proven ability to champion causes with positive impact and change agency
Additional Suggested Skillsets
Security and HIPAA compliance in networked solution(s)
Experience with monitoring and alerting software tools and systems, such as Solar Winds, What’s Up Gold, PagerDuty, Better Stack
Understanding of AWS/Azure Virtual and Cloud environments.
Under supervision of Chief Technology Officer, the Director of IT Operations is responsible for the day-to-day operational staff providing 1st level monitoring and specialized support on a 7 by 24-hour basis. Guides and instructs personnel in proactively responding to alerts, identifying fault conditions and resolving level 1 problems, escalating incidents as necessary and decreasing overall MTTR. The Director IT Operations keeps upper management informed about all outages and impairments, which have an impact on City of Philadelphia systems and networks. The Director of IT Operations analyzes current monitoring systems and develops appropriate strategies for strengthening areas in need of improvement. Develops processes and procedures for the NOC staff to ensure committed SLA's are met. Reviews, develops or modifies processes and policies in support of new and existing product and/or technology. They will continuously improve the Change Management process to support the ongoing introduction of innovation, stability and sustained engineering of City systems and networks. The Director of IT Operations will ensure communication to all internal and field support organizations. The Director of IT Operations will plan, implement, and maintains staff development curriculum as it relates to Information Technology Command Center (ITCC) roles and responsibilities.
An ideal candidate is expected to operate independently, have a results-oriented mindset, and foster an environment of continuous improvement. The Director of Operations must possess strong interpersonal skills and regularly work with IT leaders and engineers in other departments.
Principal Responsibilities:
Oversee daily activities in the ITCC and related staff; provide direction and supervision to a 24/7 Operations team.
Provide direct escalation support to the ITCC for daily, weekly, and special event requirements.
Coordinate personnel to ensure appropriate staffing and scheduling, accessibility for continuous operation of mission critical production network and systems 24/7.
Review daily metrics, track lifecycle of RCA (Root Cause Analysis) reports through closure to ensure proper resolution.
Lead training, planning, assigning, direction of work, addressing complaints, and resolving problems while sharing expertise with others.
Evaluate, develop, and deploy new processes and policies to increase employee production and efficiencies.
Manage and mentor ITCC team for growth and opportunities.
Manage difficult operational situations; respond promptly to customer needs; respond to requests for service and assistance; meets commitments and SLAs.
Triage alerts & issues and facilitate technical support across diverse teams to diagnose and problem solve all aspects of the City Network, local circuits, systems, servers and storage services to ensure highest quality of service and resolution in a timely manner.
The ideal candidate will have experience providing support in a fast paced, high energy, 24/7 environment.
Stay current with industry trends and new services.
Competencies, Knowledge, Skills and Abilities
Technical competency in the following areas will be foundational for success:
Understanding of IP Networks, including VLANs
Firewalls, switches, routers and other network equipment (Juniper, Fortinet)
VPN, Load Balancer, Web Application Firewall
Databases – Oracle, SQL Server, Postgres
Windows and Linux Server administration
Web Server concepts and administration
Virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards
Active Directory, DHCP, DNS, Group Policy
Monitoring and alerting tools
Clustering, Load Balancing
Anti-Malware and Cybersecurity concepts
Excellent interpersonal skills and ability to help project teams meet their goals while addressing enterprise concepts such as standards and security.
Possesses excellent written, oral, and interpersonal communication skills with proven ability to champion causes with positive impact and change agency
Additional Suggested Skillsets
Security and HIPAA compliance in networked solution(s)
Experience with monitoring and alerting software tools and systems, such as Solar Winds, What’s Up Gold, PagerDuty, Better Stack
Understanding of AWS/Azure Virtual and Cloud environments.
Reference: 197810258
https://jobs.careeraddict.com/post/95050034
Director of IT Operations
Posted on Sep 10, 2024 by City of Philadelphia
Philadelphia, PA
IT
Immediate Start
Annual Salary
Full-Time
Job Description
Under supervision of Chief Technology Officer, the Director of IT Operations is responsible for the day-to-day operational staff providing 1st level monitoring and specialized support on a 7 by 24-hour basis. Guides and instructs personnel in proactively responding to alerts, identifying fault conditions and resolving level 1 problems, escalating incidents as necessary and decreasing overall MTTR. The Director IT Operations keeps upper management informed about all outages and impairments, which have an impact on City of Philadelphia systems and networks. The Director of IT Operations analyzes current monitoring systems and develops appropriate strategies for strengthening areas in need of improvement. Develops processes and procedures for the NOC staff to ensure committed SLA's are met. Reviews, develops or modifies processes and policies in support of new and existing product and/or technology. They will continuously improve the Change Management process to support the ongoing introduction of innovation, stability and sustained engineering of City systems and networks. The Director of IT Operations will ensure communication to all internal and field support organizations. The Director of IT Operations will plan, implement, and maintains staff development curriculum as it relates to Information Technology Command Center (ITCC) roles and responsibilities.
An ideal candidate is expected to operate independently, have a results-oriented mindset, and foster an environment of continuous improvement. The Director of Operations must possess strong interpersonal skills and regularly work with IT leaders and engineers in other departments.
Principal Responsibilities:
Oversee daily activities in the ITCC and related staff; provide direction and supervision to a 24/7 Operations team.
Provide direct escalation support to the ITCC for daily, weekly, and special event requirements.
Coordinate personnel to ensure appropriate staffing and scheduling, accessibility for continuous operation of mission critical production network and systems 24/7.
Review daily metrics, track lifecycle of RCA (Root Cause Analysis) reports through closure to ensure proper resolution.
Lead training, planning, assigning, direction of work, addressing complaints, and resolving problems while sharing expertise with others.
Evaluate, develop, and deploy new processes and policies to increase employee production and efficiencies.
Manage and mentor ITCC team for growth and opportunities.
Manage difficult operational situations; respond promptly to customer needs; respond to requests for service and assistance; meets commitments and SLAs.
Triage alerts & issues and facilitate technical support across diverse teams to diagnose and problem solve all aspects of the City Network, local circuits, systems, servers and storage services to ensure highest quality of service and resolution in a timely manner.
The ideal candidate will have experience providing support in a fast paced, high energy, 24/7 environment.
Stay current with industry trends and new services.
Competencies, Knowledge, Skills and Abilities
Technical competency in the following areas will be foundational for success:
Understanding of IP Networks, including VLANs
Firewalls, switches, routers and other network equipment (Juniper, Fortinet)
VPN, Load Balancer, Web Application Firewall
Databases – Oracle, SQL Server, Postgres
Windows and Linux Server administration
Web Server concepts and administration
Virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards
Active Directory, DHCP, DNS, Group Policy
Monitoring and alerting tools
Clustering, Load Balancing
Anti-Malware and Cybersecurity concepts
Excellent interpersonal skills and ability to help project teams meet their goals while addressing enterprise concepts such as standards and security.
Possesses excellent written, oral, and interpersonal communication skills with proven ability to champion causes with positive impact and change agency
Additional Suggested Skillsets
Security and HIPAA compliance in networked solution(s)
Experience with monitoring and alerting software tools and systems, such as Solar Winds, What’s Up Gold, PagerDuty, Better Stack
Understanding of AWS/Azure Virtual and Cloud environments.
Under supervision of Chief Technology Officer, the Director of IT Operations is responsible for the day-to-day operational staff providing 1st level monitoring and specialized support on a 7 by 24-hour basis. Guides and instructs personnel in proactively responding to alerts, identifying fault conditions and resolving level 1 problems, escalating incidents as necessary and decreasing overall MTTR. The Director IT Operations keeps upper management informed about all outages and impairments, which have an impact on City of Philadelphia systems and networks. The Director of IT Operations analyzes current monitoring systems and develops appropriate strategies for strengthening areas in need of improvement. Develops processes and procedures for the NOC staff to ensure committed SLA's are met. Reviews, develops or modifies processes and policies in support of new and existing product and/or technology. They will continuously improve the Change Management process to support the ongoing introduction of innovation, stability and sustained engineering of City systems and networks. The Director of IT Operations will ensure communication to all internal and field support organizations. The Director of IT Operations will plan, implement, and maintains staff development curriculum as it relates to Information Technology Command Center (ITCC) roles and responsibilities.
An ideal candidate is expected to operate independently, have a results-oriented mindset, and foster an environment of continuous improvement. The Director of Operations must possess strong interpersonal skills and regularly work with IT leaders and engineers in other departments.
Principal Responsibilities:
Oversee daily activities in the ITCC and related staff; provide direction and supervision to a 24/7 Operations team.
Provide direct escalation support to the ITCC for daily, weekly, and special event requirements.
Coordinate personnel to ensure appropriate staffing and scheduling, accessibility for continuous operation of mission critical production network and systems 24/7.
Review daily metrics, track lifecycle of RCA (Root Cause Analysis) reports through closure to ensure proper resolution.
Lead training, planning, assigning, direction of work, addressing complaints, and resolving problems while sharing expertise with others.
Evaluate, develop, and deploy new processes and policies to increase employee production and efficiencies.
Manage and mentor ITCC team for growth and opportunities.
Manage difficult operational situations; respond promptly to customer needs; respond to requests for service and assistance; meets commitments and SLAs.
Triage alerts & issues and facilitate technical support across diverse teams to diagnose and problem solve all aspects of the City Network, local circuits, systems, servers and storage services to ensure highest quality of service and resolution in a timely manner.
The ideal candidate will have experience providing support in a fast paced, high energy, 24/7 environment.
Stay current with industry trends and new services.
Competencies, Knowledge, Skills and Abilities
Technical competency in the following areas will be foundational for success:
Understanding of IP Networks, including VLANs
Firewalls, switches, routers and other network equipment (Juniper, Fortinet)
VPN, Load Balancer, Web Application Firewall
Databases – Oracle, SQL Server, Postgres
Windows and Linux Server administration
Web Server concepts and administration
Virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards
Active Directory, DHCP, DNS, Group Policy
Monitoring and alerting tools
Clustering, Load Balancing
Anti-Malware and Cybersecurity concepts
Excellent interpersonal skills and ability to help project teams meet their goals while addressing enterprise concepts such as standards and security.
Possesses excellent written, oral, and interpersonal communication skills with proven ability to champion causes with positive impact and change agency
Additional Suggested Skillsets
Security and HIPAA compliance in networked solution(s)
Experience with monitoring and alerting software tools and systems, such as Solar Winds, What’s Up Gold, PagerDuty, Better Stack
Understanding of AWS/Azure Virtual and Cloud environments.
Reference: 197810258
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