Director IT 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 degreerequired.  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 experiencerequired Areas including:  project management, .net, sql, production management and support, Kronos, ADP, etc. Job ID: 56381
Salary Range: NA
Minimum Qualification
11 - 15 years

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