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Operations IT Support Manager

Job ID 3034125 Primary Location Houston, Texas, United States of America Date posted 08/10/2018

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Organization and role

The IT Global Operations Center (GOC) manages global operations for all IT applications and infrastructure, and the GOC will oversee operations with a single point of accountability by delivering on SLAs and KPIs that are closely aligned with Business priorities.

This individual role will ensure operational excellence and run delivery for the Digital Customer Experience(DCE) organization by centralizing IT operations functions into the GOC to deliver ongoing run and operations services. This position should have a strong understanding of entire customer, partner and sales rep digital experience journey.

Functional domains of DCE includes Marketing and communications, Lead to order, Customer & Partner Master, Global Customer care, eCommerce, Sales & Partner management and Sales & Partner Compensation. Candidate should have expertise in multiple domains from both technical and leadership standpoint of view.

Candidate should be able to manage business priorities, ITIL processes, and strategic vendor partnerships.

Key responsibilities

We are looking for an active leader that maintain successful operations and financial executions, and enable realized business outcomes with resource plans aligned to the IT roadmap.  Key responsibilities includes

  • Owns E2E operations with SPOA by delivering on SLAs and KPIs which are closely aligned with Business priorities
  • Maintains stability and reliability while supporting agile MTP with consistent outcomes
  • Acts as custodian of IT environments with HP technical capabilities
  • Able to execute multiple asset operations with minimal supervision in a fast-paced environment
  • Creates governance with key stakeholders to provide regular updates on operations stability, continuous improvements, and financial excellence
  • Custodian of the DCE IT environment (including shared ownership of Business-owned apps)
  • Manages operational deliverables, product quality, schedules, and costs
  • Ensures organization is leveraging outsourced resources & holds vendors accountable to TTO/TTF metrics
  • Identifies opportunities and drives initiatives to support business process improvements and cost reductions

    Knowledge and skills

  • Strong leadership skills, including coaching, team-building, and conflict resolution
  • Management of custom built assets, Saas and off the shelf solutions
  • Excellent knowledge in management of application deployments in-house, AWS and Azure
  • Organizational and strategic management skills, including budget and business planning and forecasting
  • Understanding of big data solutions
  • Knowledge of data analysis, data warehousing, and business intelligence tools
  • Skilled in metrics and data-driven processes to hold vendors accountable
  • Strong analytical and problem-solving skills
  • Advanced communication skills catered to a wide variety of audiences
  • Advanced relationship management skills, including partnering and consulting with senior management and external partners
  • Ability to manage multiple suppliers to deliver on business goals
  • Innovative, independent thinker with a collaborative team approach.
  • Passionate about technology and providing high level customer service.
  • Highly organized, efficient, and attentive to detail, with excellent follow- through.
  • Commitment to the continuous improvement of IT operations/infrastructure/services.
  • Knowledgeable in operations automation and support for DevOps teams
  • Knowledge of Continuous Integration and Continuous Delivery Models


  • Bachelor’s degree or equivalent with 15 years of progressive relevant IT experience
  • Experience in major technology transformation as part of IT transformation initiatives
  • Prior experience in Private, Public Cloud and SaaS model is a plus
  • 5+ years of IT Operations experience in a large organization