Director IT Operations - Onsite

Location: Keene, NH
Date Posted: 01-31-2018
Position Overview
As the, Director IT Operations, you will be responsible for leading IT staff that provides support to oversees data centre operations, system monitoring, server and storage engineering, database operations, production services and service desk operations. Has overall accountability for team decisions, management, and results. Provides strategic direction, coaches, develops, and mentors leaders within and outside group. Responsibilities include management of assigned IT teams as well as the execution, planning and designing of core IT processes and KPI adherence using industry best practices. Additionally, this position will be a hands-on lead to provide guidance and oversight for teams during critical business outages to ensure a service level that meets or exceeds customer needs and organization objectives.
  • Responsible for the overall effectiveness and efficiency of data center management and operations to ensure high levels of customer satisfaction are maintained. Ensures the operation is in accordance with established procedures and practices.
  • Works with the team to manage overall IT day-to-day operations to improve infrastructure costs, performance and end-user satisfaction.
  • Helps establish and build relationships with vendors in conjunction with corporate leadership.
  • Develops guidelines to request IT services, system procedures, and operation standards for enterprise-wide use.
  • Assesses the relative impact of IT industry trends to current and future enterprise infrastructure needs and projects.
  • Monitors performance of infrastructure equipment, coordinates equipment installation and delivery schedules. Identified requirements for infrastructure and operation expansion based on current and projected activity.
  • Adheres to the IT Infrastructure ITIL framework policies and procedures (including: incident, problem, change, configuration, and capacity management) to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents on service.
  • Participates in IT strategy planning activities.
  • Drive resolution of high-severity outages impacting IT infrastructure. Provide problem resolution for highly complex issues.
  • Provides thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement.
  • Work closely with business partners on business and technical decisions, and prioritize initiatives throughout key business cycles
  • Participate and drive business continuity and recovery of company's information systems, including needs analysis, design, plan, implementation and documentation.
  • Manages the knowledge and process management disciplines across IS.
  • Manage to and improve metrics, key performance indicators and service level agreements for driving the performance of IT service delivery.
  • Partners closely with other IT infrastructure leaders to optimize IT infrastructure service design, delivery, and support.
  • Participate in development of design strategy, including technology standardization and modernization, and engineering best practices.
  • Manage priorities, projects, schedules, resources, issues and risks effectively.
  • Hire/train talent, oversee performance goals and enforce company policies in accordance with the department’s strategic direction and long-term business goals.
  • Develop and maintain the team’s operational processes and procedures, meeting the company’s objectives
  • Provide accurate and timely audits and reports needed by management to ensure highly available and legally compliant products and services.
  • Strong interpersonal and communication skills, especially the ability to effectively impart complex or technical subjects to diverse audiences.
  • Responsible for the lifecycle planning for infrastructure and services. This includes forecasting growth, purchases, and replacements necessary to keep the services in a supported and in a highly available state.
  • Ensures that detailed project plans are developed for all major projects, updates are communicated and milestones are met. Ensures delivery of expected business benefits on time and within budget and presents weekly status as required to IS management and/or business stakeholders.
  • Ability to forge and sustain effective and productive working relationships between diverse members of technology staff.
  • Builds partnerships with key departments and leaders. Communicates plans, project progress and critical issues to management and staff.
  • Effectiveness in dealing with multiple concurrent assignments and sudden changes in priorities.
  • High level of skills in the Microsoft technology stack (Server, Exchange, MSSQL, .NET)
  • 5+ years of experience with Linux (Red Hat and Oracle) as well as IBM AIX.
  • 5+ years of experience working with Exchange to include on-premise and Office 365
  • Experience designing, migrating and supporting Active Directory
  • Experience supporting over 500+ Windows Servers, 60+ Domain Controllers and 200+ Windows Applications.
  • Experience managing IBM Zseries support teams and operations groups is highly desired
  • Strong understanding of Networking and ability to manage cross-functional teams including server, storage, database administrators and unified communication engineers
  • 5+ years of experience managing database administration and performance tuning teams with an emphasis on Oracle and MS SQL.
  • Experience implementing large VMware virtual infrastructures VMware vSphere
  • IIS / Apache Web Server
  • Proven experience designing and implementing Server Standards / Hardening / Security
  • Windows Management Interface (WMI)
  • Microsoft Clustering and High Availability: design, implementation, support and management.
  • Scripting Technologies and languages including but not limited to PERL, VBScript, PowerShell, Python
  • Citrix Presentation Server experience a plus
  • CISSP and/or CISA strongly preferred
  • Excellent communication, interpersonal, customer service and analytical skills.
  • Experience in a medium-large scale storage environment with history of managing multiple host environments.
  • Working technical experience with designing, building, installing, configuring, and supporting storage servers and management software, including IBM and EMC enterprise storage products.
  • Ability to work effectively as a team member in a fast paced, dynamic, deadline-driven environment; must be able to multi-task.
  • Hands-on experience with Fiber Channel switched environments, iSCSI and SAN/NAS/DAS troubleshooting experience. Cisco MDS 9000 series preferred
  • Experience with tape/disk drives and Commvault backup and restore technologies.
  • Knowledge of current protocols and standards, including ITIL.
  • Experience managing a enterprise IT Service Desk a plus
  • Experience with Disaster Recovery technologies, replication & recovery.
  • Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment.
  • Ability to manage multiple medium to large scale project efforts with minimal supervision.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed, with keen attention to detail.
  • Strong customer service orientation.
  • Knowledge of applicable data retention practices and laws.
  • Experience with backup to disk deduplication and replication technologies.
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