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IT Operations Manager in Atlanta, GA at MDI Group

Date Posted: 2/7/2019

Job Snapshot

Job Description

IT Operation Manager
Direct Hire
Marietta, Ga

Our client is actively seeking an IT Operations Manager for a direct hire role in their office in northwest area of metro Atlanta. In this role, you will be responsible for the day-to-day operational excellence of services delivered by technical services team. This will include managing the operation of the technical infrastructure, including servers, databases and application services.  You will also develop strategies and manage the transition of projects into operations. As the IT Operations Manager, you will ensure that services are correctly monitored, key performance indicators are collected and analyzed, and that established SLAs are adhered to.  The role require you to partner with core platform automation and engineering teams, networking and security, product management, customer support, vendors and particularly, the service desk. You will be member of the infrastructure delivery process and act as a liaison with various internal support and development organizations to oversee and ensure environment and application readiness.  

What You Will Be Doing:

  • Drive the company’s transformation to automation and operational excellence across delivery platforms and services
  • Develop strategies and manage the transitioning of projects and newly engineered solutions to the operational team
  • Review open incidents, assign unassigned incidents and making sure incidents are completed within established SLAs
  • Review and assign service requests and ensuring established workflows and standard operating procedures are being adhered to in services delivery
  • Develop, document, and enforce the platform and system standards, security procedures, and controls for access to ensure integrity and security of all company assets
  • Enhance ITSM capabilities of the organization by identifying trends, patterns and workflows that contribute towards the service catalog
  • Manage a team of on-call resources to ensure operational excellence, both on shore and offshore
  • Serve as the primary escalation point for operational incident escalation and resolution
  • Report in to the global incident management organization on behalf of the team.
  • Build and foster a high performance culture, mentor team members and provide your team with the tools and guidance to make things happen through setting objectives, coaching, conducting reviews, and advising management on compensation
  • Keep senior management informed by preparing reports on operational performance through use of key metrics
  • Identify opportunities to innovate, automate, extend and enhance service delivery everywhere possible
  • Continually monitor, review and analyze the effectiveness and efficiency of existing systems.
  • Provide technical leadership, clarity and direction for on-site resources and vendor teams.
  • Ensure technical standards and architecture designs are adhered to

Must Haves:

  • Bachelor's degree or equivalent work experience 
  • 2+ years of managing and leading an IT Operations or application delivery team
  • Experience in managing teams providing service delivery across multiple platforms
  • Experience in managing the design, development, and implementation of scalable software and hardware solutions, systems, or products.
  • Knowledge of delivering, managing, and governing enterprise platforms
  • Solid understanding of highly available, performance and secure service delivery
  • Experience in managing vendor relationships and contract negotiation
  • Must understand how to identify and instill industry best practices.
  • Ability to translate technical issues into understandable business language for end users
  • Ability to work in a team environment with a “can do” attitude capable of overcoming difficult challenges.
  • Ability to establish new standards for quality, performance or productivity
  • Must have excellent writing and communication skills, strong communicator with ability to maintain open communication with internal employees, contractors, managers, 3rd parties, and customers as needed
  • Able to prioritize and drive to results with a high emphasis on quality
  • Ability to define problems, collect data, establish facts, and draw valid conclusions


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