VP- Technology Operations Center (Infrastructure)

This position is responsible for providing leadership for a team providing event based monitoring, support and troubleshooting of a wide variety of technology issues, as well as ensuring clear documentation and communication of these issues to technical teams and leadership.

As a Senior Manager in our Technology Operations Center, you will play a critical role leading teams focused on monitoring and diagnosing using event-based management for the technology operations of the organization. Leading teams of highly skilled engineers and technicians, your team will monitor, diagnose, and troubleshoot infrastructure leveraging experience and technical expertise to ensure the stability of Citizens business operations.

Key Responsibilities:

• Recruits, hires and trains new Technology Operations Center personnel, preparing them for daily operations
• Ability to analyze complex problems interpret operational needs and develop integrated solutions
• Provide clear direction for Operations Center staff for day-to-day activities as well as alerting, monitoring and action needed
• Prepares Technology Operations Center performance reports by collecting and analyzing data driven metrics against key objectives
• Maintains and improves Technology Operations Center efficiency and methodologies 
• Coaches and mentors employees
• Ability to remain calm, organized and in control of technology incidents and situations
• Lead teams performing proactive monitoring of operational elements and alerts to identify those components/elements that are causing or may lead to service degradation or failure
• Collaborate with teams on monitoring and observability requirements to enable systems and applications event monitoring, escalate tickets to the appropriate engineering teams, and communicate/escalate events and outages to leadership
• Interact with engineering teams and leadership in support of both routine and reactionary monitoring situations via email, tickets and phone
• Lead teams that are logging into a wide variety of tools and systems securely and within approved guidelines
• Establish and document escalation procedures for troubleshooting steps
• Report and document actions taken, and any information collected
• Collaborate with other engineering and IT teams to resolve incidents in stated SLA’s
• Lead and coach teams offering technical support; leveraging knowledge of systems
• Auditing technical support tickets; documenting patterns and trends as they emerge to proactively reduce downtime.

Desired Profile:

• Experience successfully leading and operating a 24/7x364 Operations Center, inclusive of various technologies and people management, organizing resources and establishing priorities
• Ability to exercise a high degree of good judgement and independence while evaluating emergency and non-emergency situations
• Ability to identify and understand issues, problems, and opportunities often with limited information, and make appropriate and timely decisions
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and teams both technical and non-technical
• Strong customer service skills
• 8+ years of progressive work experience in operations center, network engineering, systems administration, or related field; experience troubleshooting and problem resolution
• Experience engaging and collaborating with engineers or other technical personnel proactively and reactively as needed for problem determination and resolution
• Promote and build a diverse and cohesive team to accomplish objectives and align associates’ skills to fill gaps
• Experience with Monitoring and Event Tools
• Working experience in the financial services industry
• Working knowledge of one or more of the following:
• Monitoring and event management tools
• VMWare ESX and Linux technologies
• Networking technologies, protocols, and concepts
• Storage technologies
• Operating Systems and diagnostic commands
• Bachelor's degree in Computer Science, Computer Engineering or related discipline or relevant experience

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