Information Technology Operations Manager
Work with VP of Technology to establish, measure, and define IT goals and maintain an IT roadmap and to develop policies related to network security, disaster recovery, and IT infrastructure. • Lead and train IT staff • Plan and oversee the installation and maintenance of systems, hardware, networks and AWS Cloud environment. • Analyze resource utilization and develop strategies to optimize performance. • Direct the activities of the help desk to ensure the IT needs of users are met. • Manage development projects to integrate new technologies into existing systems. • Perform ongoing support and maintenance of all hardware, software, and network components. • Work with Security and Compliance team to implement and adhere to security policies and procedures to protect company information and resources. • Provide functional expertise on IT infrastructure, hardware, and software. • Perform investigation and testing on infrastructure to determine the cause of issues and identify potential improvements. • Make recommendations to Management of proposed changes to infrastructure (legacy SaaS-toAWX) processes to improve stability, performance, and/or growth planning. • Lead team to troubleshoot, resolve and improve chronic IT infrastructure issues. • Work to create and implement standard operating procedures (SOPs) and the collection of measures put in place to ensure consistency and improvement in infrastructure stability, performance, and growth planning. • Provide technical support for escalated client requests. • Document all reported incidents (Jira Service Mgmt) and help identify trends to assist in future problem resolution. • Maintain knowledge base used for problem resolution. • Awareness of ITIL framework • Awareness of compliance frameworks – PCI, HIPAA, SOCII • Occasional travel (<10%) may be required for specific projects.
