It Operations Manager

Profile

IT Operations Manager
The candidate will lead the efforts for operational excellence in the day to day operations of the IT Infrastructure and Applications Support operations through process improvement, reporting, coordination and monitoring of production changes, maintenance, ticket escalations, resource balancing, and general day to day IT operations within the Ice Miller environment. Refine internal procedures to ensure all IT changes are captured, documented in system, reviewed within the teams, discussed, described in detail in the change record including risk, test, and back out plans, and prepared for Change Management committee review. Ensure all emergency changes are captured and documented. Achieve full participation of all Infrastructure and Applications teams in Change Process. Provide feedback and refinement to processes. Conduct Change Meetings with internal teams to review and discuss changes for impact and analysis. Be in constant and consistent review of escalated tickets from Service Operations, assigning from support groups to the individuals who will resolve the incident. Communicate across the teams to insight information sharing and collaboration for resolution of cross system problems and issues. Target expediting resolution efforts to minimize user impact. Identify training opportunities and needs for documentation so that specific functions and troubleshooting can be reassigned to the Service Operations Desk to save time in due diligence. Create metrics to support efforts within operations to promote time to resolution, improved communication, detailed documentation, and training turn over. Work with Senior Service Desk Operations Manager to improve escalation and after hours processes for addressing escalations. Set and employ standards for maintenance activities across the enterprise, respecting outage windows, Firm peak performance requirements, system and application health, and staying current on patching and updates. Establish maintenance calendars and communicate expectations. Ensure maintenance assignments are documented and change records are created and maintained. Set cadence for maintenance best practices to ensure optimum performance across the enterprise of systems and services. Define, create, and report upon a standard set of operational metrics for the IT organization, System and Network availability/Up-time, Application availability, Open tickets and average time to close and Changes successful vs. aborted or backed out. Identify and document current processes, processes needed where not defined, and those requiring updates or improvements. Work with teams to identify gaps and requirements for processes and procedures. Establish processes and test process runs, adjust as needed. Create Process, Policy, Guidelines and Procedural playbook for operations which can be used for reference, training. Continue to revise and review as Firm requirements change and/or technology supporting the firm changes. Monitor and audit process practices. Assist with data center operations, procedures and control mechanisms, documenting key controls such as physical and remote access. Maintain and publish hardware, software and OS standards and set forth by the Directors. Assist with the documentation of all system processes and procedures to ensure standardization, and best security practices. Bachelor's Degree in Computer Science, Information Systems, Computer Engineering, related field or 5+ years of relevant work experience is required. Significant experience documenting environments, process, standards is required. Legal industry technical experience is a plus.

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