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 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.  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. Job ID: 56381
Salary Range: NA
Minimum Qualification
11 - 15 years

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