Production Tools Manager

We are seeking an individual who is skilled and experienced in production support tools supporting the key Operations Services.  Those Services are: Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management.  This key person will be responsible to lead the production support tools team.  This person will lead skilled production engineering personnel who design and engineer tools that support ITIL processes involving incident, problem, change, event, and access and availability management.  Knowledge of Remedy, Nagios and knowledgebase software is important to success.  Effective Service Operations is dependent on knowing the status of the infrastructure and applications and detecting any deviation from normal or expected operation.


Essential Duties and Responsibilities:
•Develop a production engineering team that effectively designs, implements and supports tools for the following Operations services:


1.Event Management
2.Request Management
3.Incident Management
4.Problem Management
5.Access Management

•Delivers positive results amidst complexity, change and ambiguity
•Makes sound and effective decisions based on the available data
•Creatively solves complex operations support problems
•Be part of the leadership in the formulation, implementation, and maintenance of all IT solutions (products and services)
•Provide thought leadership to key staff, ensuring optimal performance

•Must be a member of The Church of Jesus Christ of Latter-day Saints worthy to hold a current temple recommend

•Bachelor’s degree in related field
•8+ years of Information Technology experience
•4+ years of direct management experience
•3+ years resolving difficult technical, communication and management issues
•Experience in working with or managing virtual teams, particularly those composed of multiple vendors or teams across continents
•Experience in implementing organization technology initiatives in a broad range of Information Services
•Proven ability to direct, develop and retain IT staff
•Collaborative interpersonal skills to work with management, vendors and colleagues at all levels and who are culturally and geographically diverse
•Demonstrated team building skills
•Demonstrated project management abilities
•Excellent verbal and written communication and presentation skills
•Competence in developing and adhering to IT budgets
•Experience in selecting, developing and delivering IT solutions that support and enhance the business objectives