Systems Operations Manager

• Manage a Systems Operations team of analysts that monitor installed systems and infrastructure
• Engage stakeholders and internal partners associated with the Systems Operations functional area
• Identify and recommend opportunities within Systems Operations to increase system efficiency and lower human intervention time on technical tasks
• Make decisions and resolve issues regarding operating systems, application software, and system management tools to meet business objectives
• Interpret and develop policies and procedures, and understand compliance and risk management requirements for supported system area
• Collaborate and consult with analysts, Information Technology personnel, or vendors
• Manage mid to highly experienced analysts
• Manage allocation of people and financial resources for Systems Operations
• Mentor and guide talent development of direct reports and assist in hiring
• Identify and recommend opportunities for administration and maintenance of the remote monitoring and management system, as well as the periodic system review
• Perform network assessments, security audits, and system enhancement consultations
• Determine appropriate strategy and actions of Systems Operations team to meet moderate to high risk deliverables
• Provide implementation support for key risk initiatives
• Collaborate with and influence all levels of professionals, analysts, or associates
• Ensure the Systems Operations team communicates with customers to keep them informed of incident progress, and notify them of impending changes or agreed outages
• Develop and guide a culture of talent development to meet business objectives and strategy
• Lead medium to large cross-organizational transformational efforts in Platform space
• Deliver results in less defined & constantly changing environments
• Communicate with broad, deep and diverse audiences, including technology and business leaders
• ability to simplify complex messages for consumption
• Build long term relationships with a broad set of partners and influence them to a common vision and strategy
• Bring in operational management and sustainment for horizontal systems/services within Platform monitoring domains
• Partner to influence and support innovation & continued drive towards automation, touch less operational sustainment as a design/architecture construct working with CIO technology partners/managers
• Operational sustainment and reduce risks in the eco-system by aggressively pursuing safety and soundness type of actions not limited to vulnerability, patching, end of life and resiliency
• Oversight of all Production/BCP support activities for the platform and applications with 24x7 coverage model in a global team setup
• Drive operational management via MIM/Incident response, communication and tracking along with root cause identification and closure
• Oversight of all production eco-system changes
• Provides operational continuity through the development, management, measurement, analysis and reporting of key service-level metrics as required by management
• Manages continuous services improvements and drives innovation to ensure SLAs and OLAs for the critical business processes, applications and partner interfaces
• Regular presentation of Production performance and incident, root cause and preventative actions, and trend analysis to technical and business Management teams
• Maintain and update all Production related documentation (e.g. game plans, run books, procedures, processes)
• Ensure effective Production systems monitoring, alerting instrumentation and notification response/maintenance
• Budget and cost management of resources, including managing of overtime and time-off
• Lead teams with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• Ability to productively multi-task and manage multiple concurrent issue resolution work-streams, project deliverables across portfolio in an agile way with changing priorities
• Strong written, oral communication skills along with documentation practice

• 4+ years of Systems Engineering, and Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience
• Experience with the Microsoft Office suite (Word, Excel) required, Collaboration Tools set - JIRA, Confluence etc

Experience and knowledge of leading PEGA