[Close] 

Director IT Production Systems

Director IT Production Systems and Operations
The Director IT Production Systems and Operations is responsible to oversee all production support. By guiding a team of Project Managers, Business Analysts, Tech Leads and Developers, they will ensure proper systems development of all aspects of Corporate systems. The Director will work with the business to triage tickets and ensure customers are delighted. They will provide sound, logical decisions on what will most benefit the company and employees. They will ensure our top ticket issues are developed, tested and released. The Director is responsible for ensuring the team is triaging correctly and managing the top priorities first. The Director is responsible for production support, implementation, data transfers when necessary and Service Now ticket management to ensure product success. Beta-site testing, application releases and debugging will be managed as well as monitoring production systems.
Duties and Responsibilities:
Support the daily operations of the business through Service Now by resolving production issues
Responsible for ticket management and escalation, triage, and break-fix, working closely with the other sub-teams within MIS.
Ensure compliance with service level agreement (SLA) with the business.
Maintain the core systems (WIN & Kronos) that the business uses
Align a core support team of dedicated IT resources with the business operations/SMEs and ensure Domain documentation is regularly updated and aligns to Service Now categories and subcategories.
Provide metrics from Service Now for business subject matter experts (SME) to align on priorities
Ensure customer satisfaction by meeting business expectations and SLA. Continuously work to enhance SLA, production management processes and meet business needs.
Ensure proper staffing for the team and create exciting atmosphere to better attract, recruit and retain IT talent.
Prepare for successful knowledge transfer (KT) for Strategic Projects that are complete and ready to be in a 'support only' status.
Manage live production incidents. Ensure all hands on-deck arrangement for incident resolution and provide timely status updates to business, upper management and IT leadership teams. Identify and document root cause to continuously build on processes and prevent recurring issues.
Analyze tickets to determine issues that lead to repeat data fixes and fix root cause. Ensure team is following the process.
Responsible for production support of WIN and other 3rd party systems for 14,000 employees.
Work with the business to gather business and technical requirements for production issues in our WIN .net system.
Manage onshore and offshore developers to ensure tasks are understood and complete on time for releases.
Ensure the development of sound solutions for the Win system.
Work with the Sponsored Development, Tweaks, Maintenance and Strategic Teams to ensure production issues are resolved timely.
Experience in agile and DevOps environment.
Manage the functional specifications and user acceptance testing
Skills and Qualifications: Education/ Accreditation/ Licensure (required & preferred):
Bachelor's degree required.
A minimum of 10 years IT experience in a production support area
Managing a large team.
Understanding of Microsoft Office Suite.
Understanding of common technologies of TFS, SQL, relational databases, networking, web technologies, and data conversion techniques gained through previous experience
Experience working with Microsoft reporting services.
Previous management experience required
Areas including: project management, .net, sql, production management and support, Kronos, ADP, etc.
Additional Responsibilities:
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
Adheres to and exhibits our core values:
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with field operations, corporate organizations and business staff
Safety
Compliance
Teamwork and collaboration
Customer satisfaction
Stakeholder value
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
CHP
#LI-MC1



Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Director of Product (Vacation Rentals)
Needham, MA TripAdvisor LLC
Director of Business Systems
Boston, MA Toast
IT Product Manager, Investment Management - Gr...
Boston, MA Huxley Associates
Production Systems Technician
Rockland, MA Konica Minolta Business Solutions, U.S.A.,...
IT Infrastructure Systems Engineer
Salem, MA Salem Five Bank