Manager, IT Operations (Virtual)

GENERAL SUMMARY:The Manager is a member of the IT Operations team for Walden University with the responsibilities for the day-to-day operations of all IT systems and infrastructure. The Manager will ensure that systems, services and infrastructure work reliably and securely. The position will support end user escalations, resolving incidents and providing daily status for the health of core applications and infrastructure. He or she will collaborate with various IT teams to create monitoring and metrics for core applications to ensure SLAs are obtained.

This position is responsible for the daily operation of all IT Systems and Datacenter Operations across 15+ locations, 150+ Applications and 2000+ Servers. He or She will work closely with IT management, applications teams, support teams, and business representatives to ensure achievement of application SLA's.

The Manager will work in conjunction with the Director, IT Operations leaders to deliver complete IT Operations Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maintains 24x7 Operations/Application SLA’s for uptime and performance.
• Manages the IT Operations Team including: Platform Services (Windows, Linux/Unix), Database Management, Enterprise Applications Support, Cloud Operations, and Authentication & Collaboration Services.
• Defines and drives the implementation of a formal IT framework to improve support, problem resolution, change and release management, capacity planning, and security.
• Leads and participates in the design, development, implementation, and support of infrastructure solutions both on-Premise and in the Cloud
• Responsible for the monitoring, troubleshooting and performance of all Laureate-hosted systems.
• Maintains a broad knowledge of state-of-the-art equipment and systems and stays abreast of current trends in technology.
• Provide a work environment focused on teamwork and unity while empowering the staff to focus on their individual goals and objectives.
• Maintains a secure environment by ensuring all systems are patched on a regular cadence.
• Support and adhere to SOX controls and compliance activities


TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Minimum 5 years progressive IT experience in a highly competitive, large corporate organization managing 1mil+ dollar budgets with solid knowledge of Systems Operations and Data Center support.
• Minimum 3 years in IT Operations or related 24x7 support with a team of 8+.
• Knowledge of Infrastructure technologies, including storage systems, multiple server and operating systems platforms, backup technologies, endpoint management strategies, networking elements and protocols, monitoring platforms, database engines and application servers.
• Experience with Disaster Recovery concepts, strategies and implementation
• Knowledge of data center infrastructure elements, including HVAC, UPS, ATS, static switches and Generators.
• Ability to work flexible schedules and nights when required.
• Detail orientation, and the ability to record, organize, and communicate detail.
• An interest in people and the ability to grow relationships.
• Skill in organizing and motivating resources and account for work.
• A high level of self motivation and the capacity to take swift action based on business need and best practices.
• EDUCATION and/or EXPERIENCE:
• BA or BS degree in Information Systems, Computer Science or Business Operations
• MBA or MIS degree a plus