Operations Center Manager
- Employer
- The University of Texas at Arlington
- Location
- Arlington, Texas, United States
- Salary
- Competitive Salary
- Date posted
- Aug 8, 2024
View more categoriesView less categories
- Position Type
- Administrative, Business & Administrative Affairs, IT & Technology, Technology Administration/Other, Chief Technology & Information Officers
- Employment Type
- Full Time
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Position Information
Posting Number
S05656P
Position Title
Operations Center Manager
UTSystem Title
Department
OIT Service Management
Location
Arlington
Job Family
Information Technology
Position Status
Full-time
Work Hours
Standard
Work Schedule
Monday–Friday; 8:00 am – 5:00 pm.
- Participates in on-call escalation for 24×7 continuous system availability.
- May work off-hours to perform emergency and routine system maintenance.
External and Internal
Salary
Salary is commensurate based on qualifications and relevant experience.
Duration
Funding expected to continue
Pay Basis
Monthly
Benefits Eligible
Yes
Benefits at UTA
We are proud to offer a comprehensive benefits package to all our employees at the University.
https://www.uta.edu/hr/employee-benefits
To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:
https://resources.uta.edu/hr/services/records/compensation-tools.php
University Information
The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution. UTA ranks No. 4 nationally in Military Times’ annual “Best for Vets: Colleges” list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution ( HSI ) and an Asian American and Native American Pacific Islander-Serving Institution ( AANAPISI ), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA’s $22.2 billion annual economic impact on Texas.
Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at https://www.uta.edu/administration/president/strategic-plan/rise100 . The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.
Job Summary
The Operations Center Manager is accountable for overseeing the strategic planning, implementation, maintenance, and support of the systems and infrastructure monitoring and observability team within the OIT Operations Center. Involves providing clear direction and leadership to ensure the efficient functioning of OIT managed systems and infrastructure. The Manager will establish and enforce best practices, playbooks, and procedures to effectively identify, monitor, and address alerts and notifications for prompt resolution. Additionally, they will furnish OIT leadership with comprehensive dashboards and high-level performance metrics of the system. The Operations Center Manager is instrumental in upholding the stability, efficiency, and security of UTA systems and infrastructure.
Essential Duties and Responsibilities
- Operations Center Management and Leadership :
- Coordinate the use of technology-based tools to review and ensure efficient functioning of OIT managed systems and infrastructure.
- Provide clear direction and leadership to operations center staff, including the production of comprehensive dashboards displaying high-level performance metrics.
- Develop and maintain documented response and escalation strategies for system and infrastructure issues.
- Manage and develop a diverse technical staff, fostering cohesion and teamwork to deliver growth and promote observability and monitoring.
- Strategic Planning and Alignment :
- Collaborate with stakeholders to develop system monitoring, alerting, and observability models.
- Align system and infrastructure monitoring processes across the organization, documenting standards for organizational use.
- Lead the tool selection process, evaluating existing and emerging technologies for service offerings.
- Understand business and information technology management processes, ensuring alignment with organizational goals and standards.
- Metrics and Performance Monitoring :
- Provide guidance on developing metrics, KPIs, and reports to measure service health and status.
- Produce relevant reports to monitor, report, and evaluate system and infrastructure performance statistics.
- Assess and analyze complex system and infrastructure data, identifying opportunities for continual improvement.
- Communication and Relationship Building :
- Foster understanding of the system and infrastructure monitoring domain, facilitating decision-making with business users.
- Cultivate positive working relationships with business units, identifying opportunities to improve engagement.
- Document system and business outcomes with stakeholders to facilitate effective monitoring alignment.
- Performs other duties assigned.
- Bachelor’s degree in computer science, information systems, or a related field, or equivalent experience with at least six (6) years of experience in enterprise IT, cybersecurity, or a closely related field.
- Minimum of two (2) years of experience in a team management role.
- Demonstrated understanding of the seven layers of the OSI model.
- Working knowledge and experience of security devices, including IPSec VPNs (Virtual Private Networks), TCP /IP, Routing, Switching, VRF, VLANS, and Bandwidth Utilization.
- Familiarity with next-generation security system technologies and related network security devices.
- Experience with network performance monitoring tools such as Zabbix or equivalent.
Don’t meet every single qualification exactly ? At our organization, we are dedicated to building an authentic workplace, so if you’re excited about this role and think your past experience may not align perfectly, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
- Basic industry certification such as CompTIA Security+, CompTIA Net+, CySA+, or GIAC .
- Eight (8) or more years of experience in Networking, IT, or a related field.
- Experience managing teams across multiple geographies.
- Hands-on experience or experience managing teams that utilize SIEM (Security Information and Event Management) or monitoring systems.
- Working knowledge and experience of cloud platforms such as AWS (Amazon Web Services), Azure, and Google Cloud.
- Operational knowledge in one or more of the following technologies/vendors: ServiceNow, Juniper Mist, Juniper Security Director, Microsoft Defender Suite, and Zabbix. ITIL (Information Technology Infrastructure Library) Foundations certification.
- Vendor security certifications including Microsoft, Juniper, Cisco, Palo Alto Networks, Fortinet, among others.
- Advanced industry security certifications such as CISSP .
- Experience in incident response and management, including handling critical incidents and coordination response efforts across teams.
- Ability to effectively communicate technical details to both technical and non-technical audiences.
- Professional leadership skills and the ability to work effectively with business managers, IT technical and operations staff.
- Excellent problem solving and decision-making abilities, particularly under pressure.
- Ability to quickly assess complex situations and make sound decisions.
- Ability to think critically and analytically to identify, analyze, and resolve complex problems and security-related issues within the organization’s IT environment.
- Proficiency in employing a systematic approach to break down problems and develop effective solutions.
- Demonstrated understanding of high-level policies, regulations, and industry best practices related to information security and the ability to apply them to daily responsibilities.
- Proven ability to work proactively and independently, taking ownership of assigned tasks and projects related to security operations.
- Ability to exercise sound judgment and make informed decisions based on available information and established security protocols.
- Excellent verbal, written, and interpersonal communication skills, enabling clear and concise communication with various stakeholders including IT teams, management, and business personnel.
- Proficiency in translating technical security concepts into understandable terms for non-technical audiences.
- Proven track record of implementing and maintaining ITIL -based processes and procedures for incidents, requests, problems and change management.
- Familiarity with DevOps principles and practices, including continuous integration/continuous deployment.
- Proven ability to drive innovation and continuous improvement initiatives within the operations center, leveraging emerging technologies and best practices to enhance operational efficiency and effectiveness.
Working Conditions
Special Conditions for Eligibility
CBC Requirement
It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.
EEO Statement
It is the policy of The University of Texas at Arlington ( UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.
ADA Accommodations
The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu .
Posting Detail Information
Number of Vacancies
1
Open Until Filled
Minimum Number of References Required
3
Maximum Number of References Accepted
Special Instructions to Applicants
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
Requirement Questions
Required fields are indicated with an asterisk (*).
- How many years of supervisory experience do you have?
- None/less than 2 years
- 3 to 4 years
- 4 to 5 years
- 6 or more years
- How proficient are you with generating advanced reports from
service health monitoring tools?
- Not Proficient
- Somewhat Proficient
- Proficient
- Highly Proficient
- What level of experience do you have with monitoring &
observability tools
- Beginner
- Intermediate
- Advanced
- Expert
- What is the highest level of education attained?
- GED
- High School Diploma
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- PhD or equivalent
- What certifications, if any, have you obtained?
(Open Ended Question)
Required Documents
- Resume or CV
- Transcripts
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