Senior Manager, Information Technology

Position Description:

The manager is responsible for managing the support of the Enterprise Monitoring system including system operations, some system administration, deployment and tuning of agents, maintaining interfaces, documentation, resourcing, budgeting, and coordination of vendor support. Responsible for identifying and integration new monitoring feeds, which can include initiation, analysis, planning, design, construction, implementation, closure, and post implementation support. Reviews customer requests for monitoring enhancements and works with IT Director to determine recommendations, as appropriate, on alternative system options. Assists with education of customers about current monitoring capabilities and solutions for achieving the monitoring they request.Responsibilities1. Operations• Oversees the daily operation and maintenance of the Enterprise Monitoring system.• Performs system administration tasks for some portion of the Enterprise Monitoring tool suite.• Works with customers to define monitoring requirements and works with IT Director to determine recommendations on system options.• Manages staff assignments and deliverables ensuring quality, accuracy and timeliness of deliverables.• Participates with IT Director and staff in the development of operational plans.• Executes specific components of the operational plans as they pertain to their area.• Disseminates and enforces standards for information technology in the business units.• Manages hardware and software upgrades and archival of data as required to ensure technology environment is current. 2. Production Support• Manages system issues by coordinating appropriate resources to ensure timely resolution.• Works closely with vendors to provide support for applicable systems. 3. Projects• Provides input to initiation and analysis activities including Project Charter development, Cost Benefit Analysis, Request for Information and Request for Proposals.• Manages small projects as assigned, including timeline, scope, resources, risk, quality and customer expectations.• Ensures all applications development and infrastructure standards are followed.• Works closely with core IT functions (e.g. architecture, infrastructure, and security) and managers of related initiatives to ensure proper integration. 4. Relationship Management• Participates in discussions between IT and the business units regarding current and anticipated service requirements and alternative approaches.• Assists with the education of customers about current monitoring operations and monitoring solutions. 5. Administration• Communicates plans, status and issues on a regular basis to executive management.• Plans and evaluates the work of technical and other support staff.• Audits and approves staff work reflected on invoices and timecards.6. Departmental Responsibilities• Manages technical staff of Enterprise Monitoring responsible for deploying, monitoring and supporting various types of monitoring notification events and trend data collection and reporting.• Coordinates responses to troubleshooting and problem calls.• Makes sure staff is cross trained on all supported “systems”.• Arranges to have adequate hardware to support the proper operation of the system components.• Arranges to have necessary software tools installed.• Provides technical assistance to EIS management.• Provides feedback to management on the performance of supported systems7. Other Duties As RequiredJob RequirementsEducation: BA/BSKnowledge: • Familiarity with Software Development Lifecycle Methodology.• Familiarity with project management methodologies.• Strong knowledge of hardware and application monitoring best practices.• Strong knowledge of network infrastructure operational procedures.• Strong knowledge of HP OpenView Network Node Manager and Operations software systems.• Good understanding of NetIQ AppManager software system.• Familiarity with Service Level Agreements and their components.• Familiarity with relational databases concepts and database management systems.Skills:• Strong ability to build, influence, lead and motivate effective teams towards end results.• Demonstrated ability in IT structured analysis methodologies, including process flow definition, data flow diagramming, etc.• Demonstrated ability to create plans, timelines and work breakdown structures using management tools such as MS Project or Niku Workbench.• Ability to write and present effective materials, including presentations, status reporting, etc.• Ability to lead effective meetings that are tailored to the audience.• Demonstrated ability to work effectively with all levels of staff, clients and other IT personnel.• Ability to conduct thorough root cause analysis to resolve issues.Experience:• Minimum 3 years IT experience in integrated monitoring systems in complex and distributed environments.• Minimum 3 years experience with HP OpenView monitoring systems.• Minimum 3 years experience managing personnel.• Familiarity with NetIQ AppManager preferred.

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