The Manager, Infrastructure Operations & Service Manager is responsible for managing the 24x7x365 Information Technology Infrastructure Operations team that assures successful execution of the critical business functions for the entire enterprise. Also provides oversight of nightly IS maintenance, and systems availability for the business including customer billing, payment collections, and monthly closing of company books. This leadership role is also responsible for the technical delivery of all daily IS operational functions, jobs, scheduling, reporting and system surveillance and must understand and direct the team leveraging industry standard tools, resources, and other technical requirements as needed.
Manages all aspects of IS computer operations and surveillance as it relates to supporting critical business needs for the enterprise (i.e. batch jobs, file transfers, resolution of issues, creation and maintenance of SLAs, team resources and 24x7x365 schedule.
Proactively drives the creation of operational processes and procedures to maintain team consistency. These processes ensure duties and functions are completed according to standard best practices and regulatory compliance.
Develops and maintains operational documentation, knowledge base, ticketing system, tools, user access, etc.
Manages an overnight team that has oversight of all IS, internal and external, related maintenance and changes. This team is responsible for completing activities by a committed SLA time, including conducting verification testing to ensure system availability.
Responsible for all aspects of daily operations to ensure high level of system availability to meet SLA / OLA and business requirements.
Responsible for sharing results, requirements and reporting of metrics / statistics to senior leadership for the Operations team as well as planning and addressing any operational gaps.
Provides the appropriate leadership, coaching, and direction required for the team to consistently meet operational goals.
Manages operational function of Batch Processing and Scheduling Using business standard scheduling tools to assure business needs and regulatory compliance.
Requirements Must be 18 years of age or older.
Minimum of 5 years' experience in IT/Data Center Operations & Service Management, 7 years preferred
Minimum of 4 years Supervisory experience
Must successfully complete pre-employment screening process
Additional Knowledge, Skills, and Abilities
Strong data center operations experience in all areas that support the data center online
Expertise in scheduling production batches Ability to communicate comfortably with management
Ability to exhibit a sense of urgency around critical situations in order to minimize impact
Experience supervising or leading a team of 10 or more people on shift work
Understanding of Quality Management Systems founded on ISO & ITIL standards preferred
This position will have direct/indirect reports and budget responsibilities
Travel less than 5%
Thryv is an equal opportunity employer.