Manager, IT Operations

What you’ll be doing

The TOC Manager is a hands-on technical management position that requires a breadth and depth of technological understanding, to ensure progress in both working practices and ongoing support. The position will have a “hands-on” role in managing the TOC team, monitoring all IT systems/applications, and responsibility for understanding and escalating business issues. The TOC Manager will coordinate updates to core monitoring applications with an overall understanding of the organization and the drive to ensure issues are driven to resolution. Some key responsibilities include:

• Hands-on management of the TOC team at ECS
• Senior level knowledge across all enterprise ECS monitoring tools
• Performing audits on monitoring tools to ensure the entire IT enterprise is being properly monitored
• Proactively working with IT and business to put into place more specific monitoring
• Understanding all IT applications and services that could impact customers and the business
• Taking the initiative to create and maintain documents, procedures, and runbooks without direction
• Ensuring TOC maintenance notifications are accurate and sent out within published SLAs
• Ability to explain, in clear terms, complex IT issues to executive leadership
• Responsibility for Security vulnerability management (patching) TOC activities and security audit needs
• Responsibility for SSL certificate management and all associated process activities (ensuring documentation is accurate, reviewed regularly, and updated as needed
• Responsibility for the Event Management function including full ownership/accountability on monitoring, process and policies, and enactment within the environment
• Ensuring the team of TOC Analysts and TOC DevOps Analysts are:
  • Provisioning and decommissioning certificates inclusive of generating CSRs (Certificate Signing Request)
  • Managing certificates for various websites and internal tools
  • Working directly with a CA (Certificate Authority) to order/renew certificates (SSL/TLS)
• Managing at least four (4) TOC Analysts directly and more indirectly
• Professional management capabilities are expected, inclusive of:
  • Ensuring staffing levels and owning the shift scheduling application (Sling)
  • Setting clear expectations and performance standards for TOC Analysts
  • Coaching, developing, and motivating team members to ensure team morale and eNPS satisfaction
  • Addressing performance gaps early and constructively
  • Building succession and bench strength
• Availability to work weekends and holidays should the need arise (staffing issues or major incidents)
• Ability to work with vendors, carriers, and suppliers in the provisioning and maintenance of services