IT Operations Resume Samples

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A Sauer

Audra

Sauer

8877 Kozey Flats

Chicago

+1 (555) 227 4398

8877 Kozey Flats

Chicago

Phone

p +1 (555) 227 4398

Experience Experience

New York, NY

IT Operations Technician

New York, NY

Kertzmann and Sons

New York, NY

IT Operations Technician

Working knowledge of firewalls/access lists and NAT
Workstation/Laptop configurations/reconfigurations
Participate in proactive monitoring of, and support troubleshooting and handle software, desktop hardware, server and networking issues
Manage and prepare incoming and outgoing customer tape backups. Performing daily tape rotation tasks
Fulfill specific IT operations tasks such as WM wave management, packslip and label preparation and distribution
Trouble shoot problems that arise with Fulfillment and Contact Center equipment such as: Personal Computers, Printers, Network and Radio Frequency equipment, Telephones, Servers, Packaging Systems
Contribute information to improve and maintain the Elizabethtown IT knowledgebase

Houston, TX

IT Operations Manager

Houston, TX

Lebsack-Fay

Houston, TX

IT Operations Manager

Support and develop departmental processes, such as change management, incident management or problem management
Manages memory usage of the network, network printing and network technical resources
Service delivery performance improvements of Site PC Supports (Outsourced Staff) are identified with the corresponding improvement action
Provides PC and network support by overseeing the administration of the Local Area Network (LAN) for all assigned facilities
Manages third-party vendors that provide IT Service Desk and network, infrastructure, phone, copier, and printer support
Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach
Effectively manages time, prioritize, assign, and manage daily workloads

present

Dallas, TX

IT Operations Specialist

Dallas, TX

Hodkiewicz-Christiansen

present

Dallas, TX

IT Operations Specialist

present

Coordinating and performing work under general direction from their IT manager, in-line with GMIT policies and procedures
Create incident tickets and own the problem through closure for those incidents that can be resolved without assistance
Manage Active Directory; create users, computers, and apply policies
Management of end-to-end support processes and support governance of managed IT services
Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment
Assist with or manage special IT-related projects
Assist IT Manager in monitoring production services like PTC (Procera Transaction Clients), PX and PCS Systems & Services, Production Order Flow

Education Education

Bachelor’s Degree in Computer Science

Emory University

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge of UNIX, SQL Server, SAP optional
Understanding and working knowledge of infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications)
Understanding and working knowledge of business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance)
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model
Good initiative, problem solving, priority setting,
Manage the overall deliverables of the performance reporting on a daily, weekly and monthly basis to provide consistent and regular reporting
Demonstrated leadership in professional setting; either military or civilian
Drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups
Proactively contribute to the continual service improvement process, where services are underperforming, identifying service improvements and ensuring these are implemented

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15 IT Operations resume templates

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IT Operations Technician nd Shift Resume Examples & Samples

Fill in for other shift personnel as needed
Prototype new and existing system and operations processes and make recommendations for improvements
Provide off hours support as part of rotating on-call support team
Experience in systems analysis, software development, IT Operations or industry related field
Experience using Microsoft Office applications such as Word, Excel, and PowerPoint
Ability to understand and analyze functionality for cause and effect consequences
Ability to function well in a fast-changing work environment and the ability to work on multiple time-critical issues concurrently
Familiarity with database systems such as Microsoft Access, DB2/400, and experience using query tools for reporting purposes
Familiarity with software development and programming using tools such as COBOL, RPG, Java

IT Operations Technician Resume Examples & Samples

Support the IT operations and system support needs of the Fulfillment and Contact Center
Trouble shoot problems that arise with Fulfillment and Contact Center equipment such as: Personal Computers, Printers, Network and Radio Frequency equipment, Telephones, Servers, Packaging Systems
Devises, modifies, and implements procedures to solve complex problems considering computer equipment capacity and limitations of operating time windows
Contribute information to improve and maintain the Cedar Rapids IT knowledgebase
Two year degree in related computer field required
1-3 years experience in technical systems support and troubleshooting on network and telephony hardware and software required
Familiarity with project and task management processes
Experience in Retail and Online Sales environment

IT Operations SLA Management Resume Examples & Samples

Provide consulting in the area of performance-based IT Operations outsourcing service delivery and contract management, including full-lifecycle Service Level Agreement (SLA) management
Monitor, measure, evaluate, and report on test progress and performance requirements metrics for Help Desk, Data Center Effectiveness, Local Area Network (LAN), and Desktop/Notebooks integration and testing
Support Enterprise Service/Help Desk ticket analysis and large scale data analytics
Prepare reports and models using advanced Excel Macro programming
Review and recommend determination of payment for IT Infrastructure contractor CPFF invoices
Provide technical assessment of vendor white papers and review of ICF International, government, and contractor technical documentation for accuracy and completeness
Assist with the writing of weekly and monthly reports including the development of test evaluation reports and evaluation of the test performance requirements
Bachelor's degree in IT, Computer Science, Engineering or related technical field
8+ years conducting formal review and quality assurance of IT infrastructure and operations including extensive technical analysis and evaluation reporting expertise
4+ years of Service Level Agreements (SLA’s) or Performance Requirements Summary (PRS) monitoring, evaluation and reporting for IT Infrastructure services outsourcing contracts
4+ years delivering oversight services for a full-range of IT services including automated Help Desk analysis and reporting, IT Performance monitoring, EUSS integration testing and CPFF IT services invoice reconciliation
Demonstrated experience with data analytics in Microsoft Excel and Access, including Excel macro programming
Experience with PMBOK, ITIL, ISO 9001, and IEEE 1012 standards
The ability to obtain and maintain a public trust
IT Infrastructure systems analysis experience
Experience with IEEE 1012-2012 standard for IV&V
Excellent verbal, interpersonal and written communication skills
Strong analytical, problem-solving, and decision making capabilities
Team player with the ability to adjust work pace to match client priorities and competing demands
Demonstrated outstanding level of professionalism in providing high-level client support, including ability to exercise good judgment, discretion, tact, and diplomacy

IT Operations Resume Examples & Samples

Excellent verbal and written communication skills (must be able to fluently communicate in English
Knowledge of UNIX, SQL Server, SAP optional
Understanding and working knowledge of infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications)
Understanding and working knowledge of business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance)
Experience with monitoring and reacting to system events and end user / business requests
Good initiative, problem solving, priority setting,

Senior IT Operations Engineer Resume Examples & Samples

Windows system builds including Windows Server 2003 / 2010 /2012 Enterprise, Standard and R2
VMwareand virtualization builds
Citrix builds
Management of TSM backups and LM servers
Setting up active directory domains\sites\DNS
Configuring and supporting terminal services on windows servers
Setting up and supporting windows print servers and printers
Support and troubleshoot Microsoft IIS operations and performance issues
Setting up windows performance monitors and evaluating logs to determine performance problems or recommending steps to remedy a situation
Creating group policies in windows AD
Troubleshooting windows blue screens and documenting them
Advanced hardware troubleshooting and replacement on windows server systems
Project creation and execution on firmware upgrade\OS upgrades\hardware upgrades
Work out of our Remedy ticket tracking system to work on Trouble Tickets and Change Requests
Perform changes to customer systems while following strict guidelines for SAS70 compliance
Maintain support of the Internet host servers
Rapidly evaluate/respond to all Remedy tickets with appropriate status entries, resolution descriptions and closure updates
Communicate with customers from problem identification through problem resolution regarding technical support
Continuously strive to improve the call closure cycle through documentation, resource enhancements and teamwork
Work change window events around NaviSite’s Data Center procedures
Work with other operation support teams to improve process flow

Intern, IT Operations Resume Examples & Samples

A working knowledge of IT Project Management
Understanding the various IT teams and their involvement in project delivery
Develop Communication and Documentation Skills
Available to work maximum 12-14 week internship (May 18 or 26 – August 28, 2015)
Applicants have finished their 2nd or 3rd year of a BA degree or 1st year MBA
Overall minimum GPA of 3.0
Eligible to work in Canada
Well developed communication skills
Passion to share your opinions and ask relevant questions
Active in the community/university
Ability to collate data; Strong command of software programs (Excel and Powerpoint)
Project Management training would be an asset

Intern, IT Operations Resume Examples & Samples

Receive an overview of the finance management of an IT department
Get sharepoint design skills
Work with teams in different countries /time zones

Manager, IT Operations Resume Examples & Samples

People management, transformational leadership and cross-functional influence
IT Service Management models and systems, and process engineering
Customer service and troubleshooting
Windows/Mac clients, mobile devices, printers, telephony, and audio video systems
Enterprise networks, storage, backups, server HW, virtualization, Linux, and Windows
Microsoft Active Directory, and other infrastructure monitoring and management software

IT Operations Manager Resume Examples & Samples

Oversees, maintains and implements Change Management process, ensuring policy/process compliance, efficient workflow and accurate documentation
Manages the escalation of production issues to ensure timely attention to and resolution of system issues and outages, both during business hours and after-hours
Coordinates communication processes such as outage bridge calls, daily operations calls and reporting
Manages and maintains on-call support list and schedule
Manages 3rd Parties for day to day operations and escalation of issues
Manages company communications for production outages
Owns and facilitates RCA (Root Cause Analysis) process for all production outages within all areas of Technology Services, ensuring timely generation and distribution by appropriate/responsible parties
Manages and maintains application, contact and support information for all systems, applications and services supported by the department
Manages Data Center Virtual NOC function, system monitoring and performance, and personnel
Responsible for the coordination, collection and distribution of operational metrics and reports throughout the organization
Develops and drives Metrics as a program throughout the IT organization
Oversees and maintains Access Management process, ensuring timely coordination of access requests and compliance reporting
Responsible for the documentation of internal processes (Standard Operating Procedures) within Client Services and Operations
Maintains the IT Service Catalog
Excellent customer service and client interaction skills
Experience managing escalation activities within a technology environment
Excellent knowledge of Change Management processes and related procedures
Excellent working knowledge of a Microsoft/Exchange/Cisco environment
Expert experience managing a team of technology operations professionals, measuring and tracking performance
Must be able to commit to operational management activities during non-business hours, in order to support business operations
Ability to perform matrix management
Excellent interpersonal skills and willingness to embrace our culture
Adept at working in a fast pace, dynamic environment
7-10 years of experience with an emphasis on infrastructure/systems support
3+ years of the required experience should have been in managing the operations and staff of a medium-sized systems environment
Bachelor Degree in Computer Science or Information System or equivalent
Experience in the Retail industry highly desirable

IT Operations Manager Resume Examples & Samples

Managed an IT operational function for a minimum of 5 years
Experience in system and data architecture
Demonstrated leadership and organisation skills in managing personnel
Demonstrated capability to make decisions and to gain cooperation of others
Ability in coordinating multiple tasks
Capable of working in a fast-paced environment with tight deadlines
Advanced problem solving skills required to identify solution to complex and technically challenging problems
Excellent verbal and written communication skills and the ability to interact professionally with executives, managers, and subject matter experts
Strong attention to details with the ability to work in a conscientious, consistent and thorough manner

Director, IT Operations Resume Examples & Samples

Run a 24x7 operational organization, define SLA performance objectives and optimize operational activities; Oversee the 24x7 organization, ensuring systems and teams meet SLA performance objectives; Benchmark performance and drive visibility into operations through reporting, trending and projection
Develop strategies and support plans to consistently exceed service levels in a highly dynamic and fast changing application environment; Leverage effective problem management processes to identify and proactively remediate incident trends; Maintain and enhance change control processes to drive stability and uptime to production systems
Ensure the infrastructure is meeting best practices and standards are effectively monitored and meeting performance requirements
Formulate and maintain policies, procedures and documentation for the IT Operations area
Lead continuous improvement efforts for operations teams, effectively leveraging outside resources wherever and whenever necessary
Demonstrate flexibility and diplomacy to ensure the effective resolution of competing demands and priorities
Provide direction to teams responsible for highly-visible ecommerce application operations
Oversee management of the data centers, production scheduling and computer systems operations
Prepare and manage the budget for the IT Operations area; participate in managing the Enterprise’s IT budget
Build teams and develop Associates to be consistent with company values of Passion, Accountability, Collaboration, and Humility

IT Operations Technician Resume Examples & Samples

Support the IT operations and system support needs of the Fulfillment Center
Monitor IT operations jobs on the AS400, iSeries, and provide general IT support for business operations across all IT shifts
Troubleshoot technical issues related to network and desktop hardware such as: Personal Computers, Printers, Network and Radio Frequency equipment, Telephones, Servers, Packaging Systems
Contribute information to improve and maintain the Elizabethtown IT knowledge base
1-3 years experience in technical systems support and troubleshooting on network and telephony hardware and software
Required
Experience in systems analysis , IT Operations or industry related field
Familiarity with database systems such as Microsoft Access and experience using query tools for reporting purposes

Manager IT Operations Resume Examples & Samples

Provide Communication of Incident and Change to Client Groups
Create and document resolutions, ensure Root Cause is documented
Follow the defined Change Management process, submit request for Change, attend CAB meetings, co-ordinate with Business Partners, obtain all necessary Client Group sign off
Accountable for quality of change, participating in weekly meetings, ensuring end to end testing completed and provide review and sign off on MOPs
Complete sanity testing once changes are deployed
Application SME’s for Service Desk, Customer & System Admin
Strong leadership skills – at least 2 years of management experience
Working knowledge of MS Office Excel, Word, PowerPoint
Experience working with offshore vendors

DC IT Operations Manager Resume Examples & Samples

Management of a team of five located at Urban Outfitter’s DC facilities, managing DC IT operational support and project delivery at these facilities
Ownership of all IT DC issues through resolution. Escalation of issues to management as appropriate. Providing weekly statistics on the effectiveness of the DC technology
Provide ongoing Change Management functions for all application and infrastructure changes at the DC facilities
Continuously evaluate IT support processes, procedures and needs as well as research and identify methodologies designed to improve support staff awareness of IT Operations and overall IT support service reliability and effectiveness
Directly managing all vendors that provide IT technologies used at our facilities,
Excellent leadership skills and teamwork skills
Strong analytical skills and demonstrated expertise in managing schedules and resources
Demonstrated abilities in collecting and analyzing IT requirements and recommending solutions
Demonstrated experience in developing, implementing and maintaining systems administration procedures, guidelines and standards
Strong leadership and mentorship abilities for leading, directing, and motivating a team of support technicians with diverse skill sets
Bachelor’s degree in Computer Science or related technical degree
5+ years minimum experience in an Distribution Center IT operational management role
Experience with Supply Chain Systems
Experience with RFID Technology
Knowledge of Material Handling Equipment

IT Operations Service Lead Resume Examples & Samples

Broad knowledge of IT Operations concepts, architecture & information security
Multi-vendor management
Data Center management
Help Desk management
Multi-vendor service integration
Hands-on experience with Microsoft technologies; e.g. AD, Windows Server, Exchange, Windows desktop, Office, IIS, and web hosting
Hands-on experience with other technologies; e.g. firewalls, intrusion protection, terminal emulators, system monitoring, and backups
Remote site management
Direct multiple parallel projects
Participate at all levels: meetings with the executive team to working a Help Desk ticket
Results oriented with intense focus on success
Good written and oral communication capability
Demonstrate leadership and good judgment
Ability to provide innovative solutions to solve problems
Ability to think independently with minimal supervision
Ability to manage project risks and issues
Ability to resolve conflicts
Ability to multi-task and work under pressure despite obstacles
Management

Credit Risk IT Operations Resume Examples & Samples

Must have experience working on Windows 2003 and 2008 servers in a large scale environment
Understand of Windows Active Directory groups and group nesting
Basic database understanding of MS SQL
Ability to interpret if a given process or release will violate SOX or Audit points
A good understanding of TCP/IP
Risk system experience and domain knowledge in credit
Experience with PowerShell scripting and reports
Some technical understanding of Unix platform

Senior IT Operations Engineer Resume Examples & Samples

Develop and improve instrumentation for monitoring the health and availability of services
Work with IT engineering teams to ensure smooth operation of all IT services
Work with vendors to resolve issues as needed

IT Operations Manager Resume Examples & Samples

Manages 3-6 subordinate managers, with a total staff of 20-40 Associates in a complex environment with strict regulatory/compliance and deadline requirements
Oversees Item Processing Day1 processes and related workflows using a complex state of the art image check processing solution
Oversees Item Processing Day2 activities to ensure exception processing and General Ledger reconciliation/validation requirements are met or exceeded
Manages and controls a variety of processing and business processes, applications, and vendors that provide Umpqua’s Item Processing solutions and services
Works to continually enhance Customer Service and operational performance, and the related dashboard and statistical reporting for Service delivery and SLA’s

Senior Manager, IT Operations Europe Resume Examples & Samples

Lead IT department operational planning and projects, and organize and negotiate the allocation of IT resources
Ensure the efficient utilization of IT resources – including personnel and equipment – across the organization
Prepare budget proposals and operational expenditure statements
Ensure appropriate training initiatives for new and existing staff
Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
Oversee operations-related projects and project portfolio
Ensure that methodologies/processes are standardized and utilized for all forms of change
Track and analyze trends in Operation Services requests and generate statistical reports
Oversee development and communication of help sheets, usage guides and FAQs for end users
Monitor incident trends and anticipate potential problems for proactive resolution
Certifications in ITIL and Microsoft
Completion of university degree - Computer Science or Information Systems
Extensive application support experience with Matrix42
Extensive knowledge of computer hardware, including LAN equipment
Working knowledge of a range of diagnostic utilities, including infrastructure basics
Experience with desktop and server operating systems
Familiarity with the advanced principles of ITIL
Proven track record of developing and providing SLAs and Operation Services deliverables
Demonstrated progressive experience in the management of a technical support team
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Ability to effectively prioritize and execute tasksin a high-pressure environment
Good written, oral, and interpersonal communication skills
Ability to conduct research into IT operational issues, processes and products as required
Team-oriented and skilled in working within a collaborative environment

IT Operations & Platform Director Resume Examples & Samples

Serve as an escalation point for customer concerns if/when they arise. Identify appropriate resolution to achieve client satisfaction in a timely manner
Lead, drive, monitor and manage end-to-end delivery of Global Infrastructure Services infrastructure and capabilities to scope, time and budget
Provide Assurance Leadership and Service Delivery with single point of accountability for Global Infrastructure Services activities, milestone achievement and deliverables – improving Assurance and Global Infrastructure Services team coordination and delivery
Provide Global Infrastructure Services leaders with a single leader, and workplan view of all Global Infrastructure Services activities, milestones and deliverables for the Assurance portfolio
Provide leadership and direction to direct reports
Evaluate, identify and help drive continuous improvement in Assurance and Global Infrastructure Services delivery capabilities and effectiveness
Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals
Must make decisions and negotiate with customers and overcome obstacles
Manage multiple and diverse program colleagues and stakeholder expectations to deliver Global Infrastructure Services infrastructure and capabilities in alignment with customer needs with appropriate transparency
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve project risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, teaching and mentoring
Think strategically and identify opportunities for optimization
Leader and team player – sets example for sub-leads, project managers, business analysts and others to follow
Create an open, honest, accountable and collaborative team environment
Operate as an empowering leader; makes others look great
Proven track record of delivering technology infrastructure, capabilities, services and increased stakeholder satisfaction in IT infrastructure delivery for large global organizations
Strong domain knowledge in global complex infrastructures (perhaps in a professional service environment)
15+ years of project delivery and client relationship management in a technology environment
Strong business acumen and ability to negotiate to find win-win resolution to conflicts arising between Markets Program leads and Global Infrastructure Services leads
Strong customer orientation and able to manage customer expectations
Strong executive presence
Ability to develop strategic plans and translate them to actionable roadmaps
Strong financial and people leadership skills. Proven track record in managing geographically dispersed, diverse teams of 100+ people plus including employees, contractors and 3rd party resources
Initiates, builds and maintains productive customer relationships
15+ years in a corporate IT environment working with multiple disciplines to deliver infrastructure capabilities, capacity, and operations team readiness for global organizations
Significant experience in a infrastructure delivery, operations and program delivery roles
Work experience in a professional services industry, preferred

IT Operations Manager Resume Examples & Samples

This role is the primary contact between the IT Manager and the local organization
To be an integral part of the account planning and delivery support strategy
Pro-actively monitor the problem and change process, manages problem and change issues, and alerts as needed
Help to ensure quality of service and manage cost of IT delivery by looking at better ways to provide service in a cost efficient manner
Monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner
Act as a team member of the International IT organization and as such support projects and activities also outside Hungary, in close and harmonious cooperation with other IT teams and others
Follow appropriate problem and change management processes
Strive for IT Security compliance and maintain an appropriate level of awareness, especially with end users
Maintain technical and process knowledge and skills as required for the role
Proactively contribute to identify improvements, cost take out opportunities and new technologies and solutions that could benefit IBM

Manager, IT Operations Resume Examples & Samples

Ensures uptime of TEGNA’s systems and applications through proactive monitoring and management
Develops, manages and improves change control process for all applications and platforms
Develops, audits and improves appropriate processes to ensure access to applications and platforms is secure and warranted
Oversees the service desk and ensures that daily tasks and project work are prioritized, appropriately staffed and on-time
Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends and recommending system improvements
Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities
Reacts to change productively and handle other essential tasks as assigned

Manager, IT Operations Resume Examples & Samples

Completion of Community College
Computer Science or information systems
5 to 7 years of work related experience
Ability to conduct and direct research into IT issues and products as required
Ability to present ideas in business-friendly and user-friendly language
Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
Strong technical knowledge of network and PC operating systems, including MS Windows recent and current versions
Strong technical knowledge of current client network hardware, protocols, and standards, including IP sub-netting and VLANs
Extensive application support experience with MS Office, Exchange, Lotus Notes, mobile devices
In-depth knowledge of applicable data privacy practices and laws
Strong understanding of project management principles

IT Operations Specialist Resume Examples & Samples

Minimum 2 years of experience working in IT Technical Services
Comfortable with script automation using Python, Perl, or Shell
BA/BS Degree preferred

IT Operations Technician nd Shift Weekend Wrap Resume Examples & Samples

Monitor IT operations jobs on the AS400, iSeries, and HP platforms and provide general IT support for business operations across all IT shifts
Fulfill specific IT operations tasks such as WM wave management, packslip and label preparation and distribution
Analyze business and system requirements, and implement approved recommendations and solutions
Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
1-3 years experience with various Windows operating systems and desktop administration tools required
High motivation and self-direction, sound problem solving skills, technical troubleshooting, negotiating and decision-making skills are crucial

Team Manager IT Operations Resume Examples & Samples

Dependable, innovative, accountable, passionate, transparent and collaborative
A technical leader in Networking technologies and platforms with strong network related hands on skills
Strong past experience in managing/supervising teams. As the position has employees reporting into it, the individual needs to have demonstrable people skills and past supervisory/managerial skills
Strong leadership skills, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment
Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors
Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, Firewalls, Load Balancing, WiFi, Optical DWDM technology, etc.) including an excellent understanding of telecommunications concepts and Telco connectivity
Experience with Vendor Management, running operational meetings and knowledge about interpretation of Operational metrics
Strong technical leadership skills that include hands on keyboard for the technologies mentioned as well as the right balance of people management skills
Minimum 7-8 years of solid hands on network technical experience with at least 2-3 years of supervisory experience. Past experience with direct technical reports will be a plus

Manager, IT Operations Resume Examples & Samples

Data backup and media vaulting operations. (25%)
Datacenter facility/environmental management. (25%)
Network/Voice hardware support, wiring, wireless performance tuning. (25%)
Other duties as assigned. (25%)

IT Operations Manager Resume Examples & Samples

2+ years of managing data center moves and IT Operations
Background in Helpdesk or Desktop Support
Nonprofit industry experience

IT Operations Specialist Resume Examples & Samples

Coordinating daily team huddles. Taking on Incident and Service request tickets, distributing amongst peers and managing own queue
Scripting to automate manual work pertaining to SAN migrations and activities
Monitoring the team’s incident and service request queues and taking on new tasks appropriately
Ensure high ticket quality is maintained by coordinating analyst work effort, SLO’s are met, RCA and Problem logs maintained and PLOGs are followed up and closed down adequately
Create MOPS; documentation; desk level procedures, diagrams, etc. as required
Audit and related accountabilities – ensure audit controls are being adhered to, keep documentation up to date, participate and report on audit findings, progress, etc
Performing per on-call schedules relating to SAN
Making recommendations for Continual Service Improvement (CSI)
Motivate and train others in order to maintain a healthy team environment

IT Operations Manager Resume Examples & Samples

Be dependable, innovative, accountable, passionate, transparent and collaborative
Able to prepare and present complex/advanced diagrams and presentations to senior mangement levels with capability to jumping deeper technology explanations as and when needed
Past experience in assessing Operational readiness of new applications/platforms being introduced into production
Strong collaboration skills and experience in order to deal with other groups within and outside of ITS
Past subject matter expert in tooling and infrastructure performance management
Deeper skills in networking, servers and SAN systems will be an added plus
Demonstrated experience dealing with customers with great feedback/references
Strong management skills, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment
Experience with Vendor Management, running operational meetings and ability to create and interpret KPI's and other operational metrics
Minimum 10+ years of solid hands on network technical experience in a combination of the areas of tooling (network, server, SAN) and Performance management
At least 5 years of solid experience in a combination of Managerial and Supervisory roles managing a team of at least 5-10 people

Global IT & Operations Manager Resume Examples & Samples

Entrepreneurial mindset; a self-starter and motivator
Result driven
Innovate and eager to explore

IT Operations Manager Resume Examples & Samples

Demonstrate a strong customer service mentality at all times
Ability to quickly fix technical problems face to face or remotely (via phone or email)
Ability to learn new technologies quickly and be able to document and teach others
Adapt quickly to meet changing needs of the team, and work well under pressure when necessary
Background in computer science or hardware engineering
3+ years of relevant experience as an IT Deskside support person or similar role
Passion and curiosity for learning new technologies and understanding how things work
Extremely detail oriented with strong organizational skills
Relentless drive to get things done
Self-starter with an ability to creatively solve problems with multiple variables
Position will require travel within the US and internationally, potentially at short notice. Position may require ability to physically move 25+ kg. (60+ lbs.)

Manager IT Operations Resume Examples & Samples

At least 5 years in financial services is a plus
At least 5 year management experiences
ITIL knowledge/certification especially on Service Desk, Incident, Knowledge and Problem Management
Ability to successfully provide hardware/software/network problem analysis and resolution support
Excellent communication and conversation skills (Verbal and Written)
Excellent documentation and process development skills
Good working knowledge of Microsoft Office and Windows 7
Great customer handling skills

IT Operations Specialist Resume Examples & Samples

Building strong working relationship with the various Lines of Business and ITS Senior Management
"Owning" the existing SLAs / OLAs, renegotiating as necessary
Negotiating new SLAs / OLAs where appropriate
Ensuring vendor support agreements have appropriate SLAs and T&C's
Driving the delivery of SLA / OLA metrics and reporting
Key contributions to the development of the Service Delivery Roadmap
Act as an intermediary between Operations and the supported Lines of Business in relation to SLAs and OLAs
Representing TD Operations in vendor IT SLA negotiations
Being a catalyst in rebuilding the Service Catalog framework
Adaptability and understanding bi-modal operations and the OLA implications
Being highly self-motivated and working independently and collaboratively to achieve results
Supporting a work environment that promotes customer service, quality, innovation and teamwork
Where applicable, identifying and implementing process improvements that will improve quality, efficiency and reduce costs related to our core IT processes
Providing timely and accurate communication and coordination of all incidents that may potentially result in service level agreements being compromised

Manager IT Operations Resume Examples & Samples

Strong working relationship with the various Line of Businesses/ ITS Senior Management
Participate and support development of strategic direction of the department
The successful candidate will have a breadth of IT and Business experience
Be comfortable overseeing a dynamic team of professionals
Development and delivery of metrics and dashboard reporting to support the needs of the various line of business
The individual also requires strong leadership qualities with proven experience
Provide strong leadership, people management and coaching to team of 40+ IT professionals
The individual will assist with providing timely and accurate communication and coordination of all Incidents that may potentially result in service level agreements being compromised
The individual will provide a leadership role to Senior ITS and Business Management teams during Incident situations and recovery actions
The individual will work to identify and enhance surveillance tools and processes with the goal of improving Systems and Application availability

IT Operations & Service Management Analyst Resume Examples & Samples

Minimum 1 year experience on an IT or customer Service Helpdesk
Proficient in Microsoft Outlook and Microsoft Office Suite and numerous versions of Microsoft Windows and Web Browsers, Helpdesk and customer relationship ticketing systems, Experience with office productivity, reporting, and technical documentation software, Exposure to systems monitoring tools
Strong end user technology understanding and troubleshooting skills. Familiarity with various IT service management frameworks and methodologies
A high level understanding of web based and distributed systems n-tier technologies
And an expertise in working with IT service management software for IT workflows and event management
Strong expertise in customer service delivery

IT Operations & Service Management Engineer Resume Examples & Samples

High School diploma and post-secondary Information Technology technical training, Associates degree in IT a plus
Minimum 3 years' experience maintaining, supporting, and developing IT infrastructure hardware and software solutions, 3 years of IT enterprise monitoring solutions a plus
Proficient in Microsoft Outlook and Microsoft Office Suite. Office productivity, reporting, and technical documentation software, Enterprise IT systems monitoring tools, Numerous versions of Microsoft Windows (Client and Server) and Web Browsers, Unified Communication and Collaboration software. Experience with basic and complex database queries and database technologies
Familiarity with various IT service management frameworks and methodologies. Strong expertise in web based and distributed systems n-tier technologies
Experience with support and development of service management and monitoring software
Strong expertise in scripting languages (PowerShell, Perl, CL, etc). Strong expertise in enterprise monitoring protocols (SNMP, WMI, etc)

Manager, IT Operations Resume Examples & Samples

Extensive experience working in a team-oriented, collaborative environment
Strong technical knowledge of current client network hardware, protocols, and standards, including IP sub-netting and VLAN
Completion of university degree
7 or more years work related experience

IT Operations Internship / Co-op Resume Examples & Samples

Currently working towards a BS, MS, or other graduate degree in a relevant engineering program (including, but not limited to: Computer Science, Computer Engineering, Electrical Engineering, Information Technology, and Information Systems)
Experience with the following: Windows, Mac OS, and Active directory
Knowledge and experience with ticketing systems
Ability to relocate to the Bay Area, California

IT Operations Manager Resume Examples & Samples

Recruit, Manage and mentor a growing team of Desktop and Help Desk support specialists
Serve as the lead for all aspects of desktop and helpdesk support
Drive the effort to continuously provide world class IT support to Tesla’s user community
In conjunction with HR, manage the new hire on-boarding process
Oversee the processes for deployment, maintenance, and support, for all implemented hardware, software, and operating systems
Work with the IT infrastructure team to coordinate software updates and roll-outs to the desktops
Work with the Retail IT team to coordinate Store and Service Center openings
Work with the Retail IT team to remotely support Stores and Service Centers
Develop and Maintain relationships with wireless cell phone providers throughout the EU
Improve user awareness of IT services, by coordinating all training, documentation, and communication initiatives
Work with the IT Infrastructure team to build the strategic direction for future hardware and software decisions
Work with the purchasing team and vendors to fulfill technology needs
Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
Developing processes and policies for incident management and implementing them
Identify trends in specific support areas and work with the stake-holders to address them
Expert level knowledge of
Enterprise imaging and desktop deployment technologies (preferably Altiris or SCCM)
Standard PCs, Powerful Workstations & Laptop hardware and software troubleshooting
Engineering and Manufacturing tool support
Remote site support, specifically for Stores and Service Centers
Windows 7 and OS X in a managed desktop environment
Industry standard Mobile devices & PDA support
Solid knowledge of networks including troubleshooting all aspects of wired and wireless configurations
Good understanding of ITIL v3 standards
Familiarity with the IT vendor ecosystem is preferred
Prior experience in supporting off-site events and site setup is preferred
General understanding server computing, networking, phone setup / support, storage, virtualization, and business applications
Medium to Large Enterprise IT or manufacturing environment support experience is preferred
5-10 years of experience with Enterprise Desktop support
3-5 years of experience of managing a support organization
BS Degree in CS/equivalent or combination of education and relevant experience

IT Operations Manager Resume Examples & Samples

Oversee and manage the operational service delivery
Monitor all SLA's and KPI's
Maintain quality of service
Provide customers with a single point of contact for all operational escalations and manage through to resolution
Review process and procedures relating to operational services
Implement change to services as required
Develop operational procedures to drive down the cost of operations, improve performance levels
Lead and manage the integration of various service desks across different geographical locations
Monitor overall operational team performance levels
Deliver monthly operational reports to end customers
Work with and support the service account managers
5 years experience required as a Service Desk Manager or Team Leader
ITIL Foundation level or above Good understanding of Airline/Aviation systems, Windows 2003/2008 Administration,Microsoft Office 2000 2010, Exchange 2003/ 2008
Good understanding of service desk ticketing systems

IT Operations Assessment Lead Resume Examples & Samples

Must be able to work independently but collaborate with other work streams and stakeholders to accomplish tasks
Must be able to see the big picture, articulate vision to client, but still be “head down” and “hands on” to accomplish daily work
Must remain agile to changing client priorities
Must be able to lead a small team and schedule own work to completion on schedule
Must be able to interact with client personnel at employee, management and leadership levels
Minimum of 6-8 years of management consulting experience
Minimum 2 -3 years of IT operations assessment experience against best practices from ITIL, ISO 20000, and/or COBIT
Experience communicating and presenting to executives and directors
Experience ensuring high quality deliverables; including, establishing quality assurance processes such as peer reviews, checklists, SME reviews, and client reviews
Expertise with stakeholder interview and process modeling techniques and tools such as focus groups, facilitated white boarding sessions, and swim lanes and sticky notes
Excellent core consulting skills in interviewing, writing and communicating orally
Familiarity with developing and leading training curriculum
Able to lead a blended workforce of subject matter experts across multiple functional areas

IT Operations Specialist Resume Examples & Samples

Manages internal project delivery
Budget as detailed in Impact section
Medium/ moderately complex/ local or subregion
Manages project financials including business impact
Meets or exceeds approved budgets
Provides reliable financial forecasts to Management
Manages internal as well as external resources with a team size generally up to 20 people
Is aware of necessary skill development of project team members
Provides performance review input and development recommendations for team members Contributions have visible impact on HP business (Cost, Efficiency, Total Customer Experience (TCE) generally less than $4M and/or internal project budget generally less than $2M

IT Operations Manager Resume Examples & Samples

Lead the IS/IT projects, initiatives with identifying requirements and expectations to be aligned with Nestle Global and Local business priorities
Support the full integration, standardization and optimization of ways of working within IS/IT with driving flawless execution
Support the market and the region (Indochina) across stream projects e.g. company merger and acquisition, divestiture aligned with market business plan and priorities
Ensure the works related to IS/IT to be successfully and smoothly delivered as planned in accordance with service level agreement, and meet the business requirements as defined
Provide regular reports to key stakeholders in regards to issues, actions, escalations, etc
Improve, streamline and standardize IS/IT support processes leveraging capabilities of Nestle staff and external partners
Ensure that the root causes of systems failures are identified and the appropriate actions or escalations are taken to prevent the recurrence
Service delivery performance improvements of Site PC Supports (Outsourced Staff) are identified with the corresponding improvement action
Prepare overall GLOBE budget (CAPEX and OPL) and propose for approval, including monitor, control cost upon leading initiative for the cost effective IT network infrastructure cost
Lead initiatives related to IT Security Awareness within market/region
Ensure adherence to the principles and practices of Nestle Continuous Excellence (NCE) e.g. LEAN - waste elimination approach, leading to the reduction of service time and process optimization across all layers of the organization

Senior Manager, IT Operations Resume Examples & Samples

Position requires a high degree of adaptability in addressing Linux, Database, Configuration Management and Network issues in a production environment while adhering to compliance standards
Possess very good communication skills both written and verbal
Excellent teamwork and leadership skills
Demonstrated self-motivation and negotiation skills
BS Degree in Information Technology or Computer Related Studies
5 to 7 years of experience OR equivalent combination of education or experience

IT Operations Specialist Resume Examples & Samples

Bachelor’s degree in related field and/or equivalent work experience
3+ years of experience in desktop support role
Previous experience with retail POS operating systems is preferred
Extensive knowledge of computer hardware, Windows OS, IOS, application support, peripherals, and networking
Experience with Printer Servers; Basic Networking (TCP/IP)
Experience with Citrix and SAP
Proficient in MS Office (Excel, Word, PowerPoint, Outlook)
Ability to communicate effectively and professionally at all levels of the organization
Knowledge of commonly-used concepts, practices, and procedures for end user technical support
Strong problem solving and researching skills
Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues
Must be able to multi-task and be flexible with assigned work schedule
Requires extensive working knowledge of all hardware/software concepts, including all supported products and network/account management tools
Ability to effectively prioritize and organize workload to meet deadlines in a fast-pace, constantly changing environment
Must have the ability to work in a team environment and present a professional image
Ability to work productively in an open office environment
Ability to spend 8h a day in front of a computer screen and communicate with users
Light to moderate lifting is required

Analyst, IT Operations Resume Examples & Samples

Provide first response to production alerts/notifications including execution of documented problem resolutions steps
Assure all support documentation is complete, up-to-date, and consistent
Assure cross training documentation is complete and up-to-date
Interact with vendor support personnel to jointly resolve issues
Escalate issues that cannot be addressed by first level documentation to designated internal subject matter expert support personnel
Ongoing maintenance of first level support documentation
Prepare incident logs and reports for all support incidents and resolutions
Assist with cross-training of additional first level support staff
Demonstrates strong leadership skills
3+ years performing in a first or second level support role (Help Desk or other)
Excellent verbal and written communication skills, including phone etiquette
Conceptual familiarity with batch job scheduling and processing, computer networks, databases, file servers, file transfers and related technologies
Proficiency with Microsoft Office products: Word, Excel, PowerPoint, Visio, and MS Project
Strong Business Analysis skills - Experience with document management technologies such as SharePoint
Ability to work under pressure to resolve critical production issues
Strong work ethic to follow issues through to final resolution
Ability to multitask when multiple issues occur simultaneously
Willing to be on-call for evening, overnight, and weekend shifts when needed
Willing to work 2nd or 3rd shift and be on-call on a 24/7 basis while in training
Experience with UC4 or other batch scheduling systems a plus
Experience with GlobalScape or other secure FTP services a plus
Experience with Microsoft SQL Server technologies a plus
Familiarity with ETL technologies and programming concepts a plus
Experience with vendor management a plus
Experience with generation of reports and technical documentation a plus

IT Operations Service Manager Facets Resume Examples & Samples

Collaborate with internal and external business partners to gain understanding of their business needs and adapt departmental plans and priorities to address business and operational challenges
Lead and Develop people - manage professional employees by setting team direction, resolving problems and providing guidance to members of your team
Leverage diversity and inclusion to drive employee engagement and foster teamwork and collaboration
Manage and ensure compliance with IT structures/processes/technologies
Maintain knowledge of and leverage IT industry/marketplace technologies and trends
Influence or provide input to forecasting and planning activities
Manage the relationship (relative to Operations & Maintenance (OM)) between the business customers and IT partners for assigned applications
Provide second level application support, coordinating the involvement of business and/or development resources in problem resolution as necessary
Continually develop support skills to minimize dependency on development resources
Assist OM team with problem triage, categorization (break/fix vs. enhancement), root cause analysis and ability to duplicate a problem
Provide leadership in critical issue resolution during war room process
Facilitate the hand-off of new release functionality from the development team to the OM team
Facilitate the gathering of business requirements to support OM activities as necessary
Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements)
Collect, analyze and report SLA and OM metrics data (and take corrective actions as warranted)
Resolve issues with application-level service performance
Identify, sponsor and implement continuous improvement initiatives within the OM unit
Manage a staff of direct and indirect resources for their assigned applications and manage established budgets and forecasts
Participate in the budget setting process including justification of planned staffing levels
Optimize the mix of resources to obtain maximum results at the lowest cost
Manage the release calendar for all OM activity (code fixes and work orders)
Ensure compliance with all Sarbanes-Oxley and other audit / security requirements
Manage the proper level of OM engagement in development processes to ensure that new applications / functionality are supportable following transition to OM
Participate in on-call responsibilities 24x7x365 (critical business applications – but applications are stable and currently issues occur two to three times a month outside of normal working hours)
5+ years of application development or support experience in a large enterprise environment involving distributed applications
2+ years of experience leading teams and/or managing workloads for team members
Experience leading distributed teams
Ability and willingness to hold on-call responsibilities to respond to system issues 24x7x365 (critical business applications – but applications are stable and currently issues occur two to three times a month outside of normal working hours)
Experience leading development and/or support for large, critical applications
Experience managing TriZetto Facets applications
Experiencing managing high-profile, high-criticality applications
Experience managing a remote team of resources including offshore team members
Budgeting experience
Production support experience
Sybase experience
Prior experience as Service Manager or Operation Service Support Manager

Team Lead-it Operations Resume Examples & Samples

Drive full set of people management activities
Manage team performance from a delivery point of view along given targets, directives and processes (i.e Incident and Problem Management, Change and Release Management, Compliance Management)
Foster continuous improvement as an incremental piece of the daily work, and consequently promote an efficient usage of company resources
Run and maintain the services and related applications at or above agreed service levels
Service design: evolution of existing processes, tools, automation and technology stack, manage continuous improvement process and feedback to Reseach & Development organization when applicable
Service automation: define the requirements for achieving full automation of the management of the platform – Contribution to the automation under an open source framework
Capacity planning: support service specific capacity planning activity in coordination with involved organizations
Reporting: participate in the definition of the service related KPIs and support its implementation. Participate in the definition of external / customer related SLA / KPIs and support their implementation. Monitor and provide data to internal customers
University degree in Computer Science or equivalent
In general some experience in a people management role or relevant experience in a coordinator or project management role would be preferred
Demonstrate leadership ability and management skills
Solid foundation in and appreciation of ITIL service management process
Good knowledge in Operating Systems components and environment
Good knowledge in data store repositories (Databases, etc…)
Adaptability / Flexibility / Analytical and conceptual thinking
Accountability and pro-activity
Multicultural approach
Excellent written and oral communication skills, fluency in English

IT Operations & Maintenance Department Manager Resume Examples & Samples

Leads, directs, supervises, assigns, and evaluates the mission of Operations and Maintenance operation
Provides direction, establishes objectives, and assigns responsibility and timetables to ensure the successful accomplishment of assigned tasks and projects
Responsible for completing employee performance evaluations, employee training plans, and implementing quality procedures
Tracks, documents, and evaluates functional performance against Department metrics and provides a monthly metrics evaluation report to the Program Manager and upon request to the customer
Assists the CIO and performance monitors with organizational budget development
Assists the customer with task and project management
Bachelor’s degree in a technical or management discipline or equivalent years of experience
7+ years of directly related job-related experience, 3+ years in a management role
General knowledge of computer networking, server architecture, desktop hardware, software configuration management and computer help desk functions

Director, IT Operations Resume Examples & Samples

Determines what personnel and IT resources are required to meet the deployed systems plan, objectives, SLAs and KPIs by reviewing plan documents and maintaining strong communications with the external customer and the relevant internal managers
Manages the cost budgets for the IT System Support components or contracts
Stays current with the latest technology, organizational concepts, management skills and business relationship concepts
Establishes and maintains an IT infrastructure that supports all customer services activities, by assessing cost in terms of System Availability, Capacity and Security, including
Providing all levels of technical support, depending on the application
Monitoring live systems and networks and responding to alerts
Establish a robust security regime and monitor accordingly
Providing periodic routine and preventive maintenance of live systems
Maintaining all division or supporting all communications infrastructure, including LAN/WAN, telephony, hosting facilities, etc
Establishes and maintains an IT Application Support team that supports all engineering and IT program management activities, including
Supporting new business and proposal efforts in designing hardware, utility and network/communications solutions
Building and supporting engineering labs
Deploying and supporting production systems, whether internally hosted or at customer sites
Managing software/hardware licenses and software/hardware maintenance purchases/renewals
Providing and managing personnel resources stationed at customer facilities
Works in conjunction with our global operations to ensure consistency, support requirements and other strategic objectives of the organization are met

Senior Analyst, Client IT Operations Resume Examples & Samples

Mail flow troubleshooting- OWA, ActiveSync, OAB, Internal mail flow, and other Exchange related services
Network troubleshooting- Basic connectivity testing and some firewall knowledge
Backup knowledge- How to complete and troubleshooting various backups from DPM to Snapshots
SAN knowledge- Manage disk space and troubleshoot
Active Directory- Troubleshoot Domain Controllers, replication and some user accounts

IT Operations Specialist Resume Examples & Samples

Provide 2nd level technical support to internal end-users within production and administrative offices
Assist IT Manager in monitoring production services like PTC (Procera Transaction Clients), PX and PCS Systems & Services, Production Order Flow
Facilitate remote installation process
Manage Active Directory; create users, computers, and apply policies
Prepare replacement/backup hardware for production, where applicable (e.g. milling machine PCs, production label printers, tube label printers, and etc)
Maintain inventory of all hardware ensuring replacements are available as needed
Utilize Microsoft SCCM to manage computers within the domain
Application packaging for SCCM deployments
Maintain contact list for hardware and software vendors used in production
Diagnose and isolate problems, devise resolutions to improve functionality
Support and escalate issues to IT Manager, CSC IT-Helpdesk, SAP IT-Helpdesk, Global IT Support, and vendors
Perform desktop level software and hardware installations and upgrades, implement file backups, and configure systems and applications
Create and maintain user account database, manage system access – suspending/terminating access levels, coordinate user moves, and other changes with appropriate department manager to limit business disruption
Create network patches as needed
Oversee weekly incremental and full tape backups
Facilitate end-user training specific to software and hardware functionality, as well as office or other related equipment
Maintain conference room equipment
Serve as back-up in the absence of IT Manager as required
Other projects as delegated
Associates Degree or Technical School certification; Bachelor Degree desired
Minimum of 2-3 years experience in tier 2 IT support or 3 years experience in Help Desk/Tier 1 support
Ability to package software
Ability to multitask and work in a fast paced technical environment
Good judgment, problem-solving, and decision making skills
Flexible and adaptable to changes in business demands
Must exhibit a passion for excellence with strong integrity
Ability to build & manage strong working relationships with customers and peers
Must maintain confidentiality and professionalism

Director, IT Operations Resume Examples & Samples

Lead team in operating and maintaining high performance, high availability private and public service for company systems
Must have a strong background in sourcing, implementing and managing Managed Services vendor relationships and contracts
Manages simultaneous large-scale projects with an emphasis towards defect-free, on-time, on-budget, and in-scope completion
Develop metrics for server, hardware, software, networking, security and storage operations. Provide strategic capacity planning ensuring adequate evaluation and preparation for growth
Lead the process of identifying and recommending operations solutions to support business and security needs
Manage efforts to support implementation of new releases and upgrades of hardware, software, utilities and operating systems in support of stable production environments
Manage 24/7 operations and on-call rotation schedules; ensuring staff adhere to SLAs for support. Additionally, manage any Severity 1 system issues, performing triage and ensuring a well-organized efficient response processes
Directs the development, ongoing maintenance, and execution of an enterprise-wide disaster recovery and represent IT in business continuity plans
Manage all IT operations data security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained
Ability to attract, develop, manage and retain talent required for high performance organization
Manage staff performance and development to ensure department objectives and internal and external Service Level Agreements (SLA) are met
Create and maintain well documented processes coupled with efficient and consistent work methodologies that conform to and support audit, security and business continuity requirements
Provide constant and thorough communication to stakeholders, project teams, departments, and oversight groups to promote awareness, mitigate risk, and ensure understanding
Accomplish financial objectives by forecasting all IT operations requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action
Maintain professional and technical knowledge by attending educational workshops; participating in professional societies and benchmarking state-of-the-art practices
Advanced knowledge in computer systems operations, customer support and services and project management principles
Contributes to and provides operational assistance assists with the implementation of the departmental technology roadmap; plans changes to staffing and infrastructure as required
Defines and establishes IT Department operational and strategic planning, goals, objectives, and operating procedures
Develops business case justifications and cost/benefit analysis for IT operations spending and initiatives
A minimum of seventeen years relevant operations & customer service experience is required within a regulated industry (medical device, pharmaceutical, aerospace, biotech or automotive) or experience in a manufacturing organization required
Must have minimum of ten years of Operations leadership experience role with a track record of successfully supporting all areas of IT Operations in large size global IT organizations
Bachelor’s degree in computer sciences, computer engineering, or Information Technology is required; a Master’s degree is strong preferred
Experience in creating and building IT operations services
Responsible for opex budgets in excess of $15 million
Experience in assessing, implementing and managing managed services, cloud services, IAAS/SAAS
Must be passionate about current technological trends and how to apply that to the future vision of operations and best practices
A deep understanding of the interdependent relationship between applications, infrastructure, and operations while maintaining a strong connection between the respective teams
Persuasive, professional communication style. Capable of communicating complex operational, technical topics to a wide variety of audiences. Ability to influence key stakeholders and senior management
Financial management skills in budgeting, forecasting, and cost control
Experience in ITIL, risk management, disaster recovery planning

IT Operations Manager Resume Examples & Samples

BE/Bachelor’s degree in Computer Science or related field
Should have 10 to 14 years of management experience in a IT Infrastructure Management role with at least 7+ years’ experience in Core Infrastructure Design, Service Delivery and IT Operations
Exceptionally strong experience with ITIL practices, especially with Incident and Problem Management aspects
Exposure to Lean and Agile principles and experience in applying them to IT Operations area is a huge plus
A track record of successful delivery of infrastructure related services as an individual contributor, team leader and service delivery manager
Strong leadership, project management, time management, problem solving skills, resource management, risk management and contingency planning
Experience with teams spread across multiple locations and time zones
Technical certifications in above mentioned areas would be advantage
Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical, problem solving skills and reporting skills
Service Management - Responsible for managing our Customers, Service Desk & proximity services, Incident & Problem Management and Application Infrastructure
Delivery Support - Responsible for supporting the delivering of business change initiatives, which includes project, small works, environment management and other non BAU tasks
Technology Control – Responsible for protecting the Infrastructure Environment includes Security Management, Risk and Audit Management, Change Management and Disaster Recovery
Architecture and Engineering – Responsible for Technology Architecture and engineering solutions, in line with Technology roadmaps
Operating Environment – responsible for maintenance and fault resolution on Platforms, Storage, Messaging and Data Centre Services
Network & Voice – responsible for maintenance and fault resolution on Network, Voice and Firewall, managing commercials and financials, and delivery of TIS projects, within technology domain
Application infrastructure – Responsible for maintenance of the application infrastructure layer that involves middleware, database, application deployments and managing internal applications

IT Operations Manager Resume Examples & Samples

BS/BA in Computer Science, Information Technology, Project/Program Management or equivalent work experience
Strong working knowledge of physical IT infrastructures (e.g. Servers, SANs, Networking, etc.)
Basic knowledge of CE infrastructures (e.g. UPS, Generator, AHU, etc.)
Willingness to work flexible hours, non-business hours, or other scenarios required by the flow of operations

Associate Director, IT Operations Resume Examples & Samples

Support all EMEA sites and Global sites as part of the overall support structure
Build and manage a strong and motivated team
Agree and deliver services in line with agreed SLA to business
Maintain Customer Service and Customer satisfaction levels in line with agreed targets
Optimize Service delivery processes to ensure continual service improvement
Manage any improvement/new projects related to service elements/extensions/sites
Oversee the performance and Qualification of the LAN and WAN environment and associated devices to ensure that the systems in place are providing the most effective and efficient service (CISCO, Nortel and others as applicable) under guidance from the Network Communication Manager USA
Manage VPN solution
Implementing and supporting the business utilizing Service Now platform and ITIL framework
Assist in managing the Video Conferencing Infrastructure (Tandberg/Polycom)
Perform Server management —including file and printer sharing
Enforce IT Security and Compliance Group policies
Maintain detailed monitoring of the Alexion Network to analyze and evaluate performance, and to identify degradation trends/problem areas
Anticipate communication and networking problems and implement preventive measures
10+ years’ experience working with IT Infrastructure / Operations international environment
Experience in IT startup environments
Service Now experience/Certification
Advanced experience in communications devices setup and maintenance i.e. video conferencing
Advanced experience in customer service and VIP support
Ability to take direction and work independently to complete tasks and solve problems
Experience to prioritize tasks in a fast-paced environment and to interact with all members of the organization, including top-level executives
Effortless Customer service experience
People manager
Excellent interpersonal and problem solving skills
“Customer first” mind-set
Strong autonomy and reactivity
Adaptability to a multicultural environment
Flexibility and ability to adapt to changing conditions
Infrastructure FDA qualification awareness and experience

Manager of IS / IT Operations Resume Examples & Samples

Provides management of the global network systems infrastructure including Microsoft Windows Servers, Virtual Infrastructure, Microsoft SQL Database Servers, Routers, Wireless Network Equipment to ensure stable and secure performance
Responsible of Telecommunication services including VoIP and PBX phone systems, mobile services devices management
Oversees Call Center technology and Interactive Intelligence
Interacts with IT Services providers, manages maintenance contracts, monitors renewal schedule ensuring proper redundancy and service delivery at all company’s locations
Ensures technology is in place to properly monitor all network and telecommunication systems. Systems should measure reliability and capacity/demand
Analysis systems malfunctions and technical problems. Evaluate problem call reports, and recommend permanent solutions for recurring problems. Work with team members to develop service objectives and monitor progress against objective
Responsible for technical support and standardization of the security systems across the ASCO locations
Project management of IT Infrastructure projects as assigned. Ensures projects are delivered on time and within established budget parameters
Coordination of IS/IT work related to facility projects. This includes all network cabling, network equipment, Wireless LAN, network closets (IDF and MDF), digital signage, and conference room technology
Provides network systems backups in accordance with company’s established procedures and industry regulations
Support engineering data base and applications. Assist with upgrades
Manages network and operations staff, assigns tasks, conducts performance reviews
High level of knowledge in Cisco Network and VoIP Technologies
Ability to drive technical standards across an organization
Experience managing IT technical staff in a large business environment
Network Technologies: LAN, LAN Management, WAN, Windows OS
Network Management: Network Administration, Cabling, Configuration, Implementation
Connectivity: Testing, Diagnostics and Monitoring, Equipment Installation and Configuration,
Systems Administration: Systems Hardware Configuration; Troubleshooting Performance & Production Support; Storage Management; Remote Access Services
Cisco Hardware: Experience installing and supporting routers and switches
5-7 Years experience in an IT Management role
Certifications as a Microsoft Professional /Engineer and / or Cisco Network Associate are desirable

IT Operations Technician Resume Examples & Samples

Customer and Operations Support - Service Desk Tier 1/2/3
Participate in proactive monitoring of, and support troubleshooting and handle software, desktop hardware, server and networking issues
Desktop imaging deployments
Responsible for hardware inventory and asset management
Patch management for desktops, servers, mobile and network devices
Responsible for network and telecommunication closets maintenance
Cisco networking switches/access point basic management
Develop service strategy to mitigate software, hardware, and networking issues
Report on health of the help desk and support using uptime and ticket-related performance metrics
Develop business support standards, processes and procedures, and guidelines for incident management
Experience with incident troubleshooting and escalation procedures
Experience with change management process and procedures
Backup/disaster recovery experience
Familiarity with ITIL related service delivery frameworks
Active Directory (DNS, DHCP, GPOs)
Strong TCP/IP / networking skills
Windows 7, 8, 10, Server 2008/2012 and VMware
Experience supporting/deploying Linux distributions (Redhat, Ubuntu, CentOS)
Imaging solution management
Experience with software deployment and security
Strong scripting skills
Support experience in video conferencing technologies like Polycom, Crestron and Google Chromebox
Experience using Remote support technologies
Experience supporting Google Apps (Gmail, Calendar, Hangouts, Google Docs)
Experience being part of an international on-call rotation

Manager IT Operations Resume Examples & Samples

Responsible for coordinating Tier 3 field support across the organization. Leads efforts to develop future state process improvements with a focus on standardization and reduction in duplicate support processes
Responsible for understanding technology, business processes, opportunities and technical and business requirements for business solutions related to client technology
Leads in formulating and defining project scope and objectives through research and fact-finding combined with an understanding of applicable business systems and requirements
Partners with key business stakeholders in order to elicit, analyze, communicate, document and validate IT requirements for changes to business processes
Manages and facilitates key IT Global Client Services initiatives and programs to ensure positive end user experience and to improve existing business request and reporting processes
Incorporates Project Management methodologies and toolsets into process development and improvement
Represents client services portfolio across the organization
Manages the risk of operating these services
Designates technical leads and backups
Coordinates communication among support staff and systems staff
Provides input in service attributes such as performance, availability, security, etc.)
Understands the services (components, etc.)
Serves as the point of escalation (notification) for major incidents
Ensures that any changes to client related services under their care follows the current change management work practice
Provides input to the Continual Service Improvement process(CSI)
Plans for services’ future
Participates in internal service review meetings (within IT)
Participates in external service review meetings (with the business)
Is responsible for ensuring that the service entry in the Service Portfolio/Catalog is accurate and is maintained
Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
Ensures that performance meets the requirements of SLAs and OLAs
Provides reporting and metrics on performance of service
6+ years of work experience in project and/or program management
10+ years of professional work experience
Experience communicating with Executive leadership across multiple disciplines
Experience working independently & with teams, influencing peers and managing multiple tasks
Effective oral and written communication skills, organizational skills, good attention to detail and use of sound judgment in a fast-paced environment are essential
Must have well-developed leadership qualities
Familiarity with diverse client platforms and cloud solutions (Mac OS, iOS, Dropbox, Windows OS, Android, Chrome OS, O365)
Must have the ability and desire to both lead & collaborate cross divisionally and globally

Senior Manager, IT Operations Resume Examples & Samples

Leads & manages a team of associates to provision IT equipment for our office-based employees, field associates, and third-party vendor associates
Manages the day-to-day IT asset provisioning and management process through documented and understood policies and procedures that result in accurate recording of assets and timely delivery of equipment
Establishes and measures services levels for each work center and provides daily reporting on service level achievement
Establish and maintain a service -oriented culture to provide best-in-class customer service
Continuously evaluates and refines standard operating procedures balancing industry best practices with corporate culture
Interfaces with customer at multiple levels, including an executive level
Provides clear direction to team to, delegate tasks and manage a team of people to meet or exceed agreed upon goals
Ensure processes and practices conducted in the Service Desk team are standardized, documented and consistent with generally accepted ITIL standards; and
Serve as a Subject Matter Expert on Service Desk support and service levels
Bachelor Degree in Computer Science, Information Systems, Engineering or equivelant experience
5-10 years of experience leading/managing Service Desk in a corporate enterprise setting
ITIL v3 Certification desired
Must be proficient in Laptop & Desktop provisioning and management
Experience with ticketing systems including Remedy preferred
Experience in leading a team and working in a team-oriented, collaborative environment
Familiar with a variety of the field's concepts, practices, and procedures including ITIL methodologies

IT Operations Specialist Resume Examples & Samples

Primary subject matter expert in multiple areas and consults with clients/or project teams with respect to all aspects of operational support / solutions
Works independently and/or autonomously as a senior/ lead on a diverse range of tasks / operational support of solutions and is relied upon to coach/ educate others
Assignments are highly complex and multifaceted
May monitor, coach/ educate a small team of IT professionals
Acts as a key resource in the exchange of technical information for project teams, the business and/or outside vendors

IT Operations Resume Examples & Samples

Install, configure, secure, and troubleshoot a Hortonworks Hadoop Data Platform (HDP)
Execute automated installation and upgrades
Configuration and maintenance of HDFS
Application deployment and basic troubleshooting
HDP performance tuning
User and group management within the HDP platform
HBase maintenance and tuning
Apache Hadoop Administration (Preferred Hortonworks Framework)
Hortonworks Hadoop administration in a large scale environment preferred, other Hadoop platform administration desired
3+ years Unix Administration
Strong communication skills (verbal, written, presentation, interpersonal)
Strong skills in decision-making, prioritization and negotiation

IT Operations Resume Examples & Samples

Perform setup, installation, and implementation of new storage systems
Help maintain day-to-day operations by ensuring that the service delivery commitments are met and that technical issues are resolved
Leverage your experience with IT operations, problem management, change management, escalation management, and root cause analysis to solve complex problems
Global collaboration with other storage teams across the enterprise
Create knowledge articles, process and procedure documentation, and training materials
Participate in the on-call support rotation, as needed, and provide escalation support for the site support teams
Monitor and maintain backup systems

Manager, IT Operations Resume Examples & Samples

Working with Vendors to drive resolution, recovery of Incidents
Review of Incident tickets to ensure content and accuracy
Perform trend analysis to identify problems before a significant incident occurs
Identify Hardening opportunities/Risk Assessments
Experience with SAP

Director IT Operations Resume Examples & Samples

Provide leadership to the IT Operations and Support teams and build a team that is exceptionally customer-oriented, delivers business value
Build relationship with call center and warehouse operations leads to align support across business units and geographic locations
Standardize incident and change policies and protocols across the enterprise while remaining nimble and agile
Build a comprehensive IT Operations and Support strategy that scale with our business growth
Build an IT “friendly and easy to work with” team as it delivers services to internal customers
Manage Operational KPI's that drive value to the business for internal and external customers,
Serve as an internal change agent to drive business process enhancements and innovation
Responsible for documenting and executing business continuity and disaster recovery plans
Serve as a peer to other members of the leadership team, capable of contributing to the business strategy and operations of Fanatics at the same level as other senior functional leaders
Develop and execute on plans for managing information technology and security for the company, including activities to be performed in-house or through third-party relationships to best manage the company’s information systems

Intern, Client IT Operations Resume Examples & Samples

Exchange - SMTP mail flow, Exchange mail routing, administration; Exchange-related services such as Outlook Web Access, ActiveSync, Exchange Web Services, etc
Data Backup and Restoration - Backup types, methods and management
Active Directory - Core components, topology, services and management

Senior IT Operations Specialist Resume Examples & Samples

Provision, build, configure, and deploy physical and virtual servers in the regional datacenter(s) or local/remote BU sites
Build, configure, and deploy storage (SAN) systems in the regional datacenter(s) or local/remote Business Units sites
Administrate MS Active Directory, MS Exchange enterprise environments
Maintain and manage Windows Server 2003/2008/2012 Terminal Server farms
Monitoring, tuning, trend analysis, and performance optimization of SAN storage systems
Recover failed SAN storgae systems in the event of a catastrophic failure
Experienced in the Setup and Management of Symantec NetBackup and Veeam with Quantum storage devices
Participate in an after-hours (24x7) support on-call rotation
Experience with Microsoft Active Directory and MS Exchange in a large multi-server environment
Experience with VMware and Windows Server OS in both physical and virtual environments
Experience with NetApp SAN storage would be a plus
Excellent communication (oral and written) and interpersonal skills for work in a collaborative team environment
Ability to learn new techniques, keep accurate records, follow instructions, and comply with company policies
Ability to multitask and operate with minimal supervision, adjusting priorities accordingly
Bachelor's degree in information technology, or other related degree concentration, or equivalent directly-related experience (two years of directly related industry experience is equivalent to one full-time year of college in related major)
At least three to five years of experience as a System Administrator or equivalent position required
Proficiency with MS Active Directory, SAN Storage, and VMware required
Proficient with Microsoft Windows XP/7/2003/2008/2012 operating systems, Microsoft Outlook, and Microsoft Office
Authorization to work in the United States indefinitely without restriction or sponsorship

IT Operations Specialist Resume Examples & Samples

Environment Architecture Knowledge/understanding
Application Architecture (Technical) knowledge
Understanding of data flow within tiers for different transactions
Understanding of business use of technology to support Aon’s global goals
Understanding of Application Stakeholders and expected communication
Capacity Management – Space utilization & related actions
Vulnerability Management ( Scans, Aon standards)
Quarterly Audits – Server access / DB access
Backup Management – failure & remediation
Log Management ( Security logs / space logs)
License Management ( Servers / Application)

IT Operations Manager Resume Examples & Samples

Experience of operating high-availability transactional systems
Prior experience of managing support or infrastructure teams with Proven technical expertise to support effective delivery of a high –availability moving transactional system
Experience of and enthusiasm for DevOps culture, practices and tools
Prior experience of implementing and operating a continuous delivery pipeline
Able to travel for business when required (up to 20%)
Good technical skills in the majority of the following technologies or similar alternatives

Senior IT Operations Resume Examples & Samples

Ensuring support models developed by service management are aligned to Service Level Requirements
Support the Supply Chain business with escalations & on-boarding assessments
Relationship management and ownership/attendance of regular service review meetings with the various production groups and third party suppliers
5+ years of IT/ Service Operations
Experience working in Manufacturing and or Supply Chains
Ability to work effectively under a deadline and in a multiple demand environment
The ability to summarize technical issues in writing to internal stakeholders and partners, as well as to external customers
A minimum of 4 years of software program or project management experience

Manager IT Operations Resume Examples & Samples

Providing Management and technology leadership of the team
Working with partners to facilitate the integration of business and infrastructure applications to one of the directory services
Detailed design, test, deployment of solutions to extend the service or integrate applications and processes
Ensuring all design and management points of the service meet service level objectives, security operational requirements
Providing 3rd level technical support
Maintaining adequate technical design documentation for the various environments and components supported
Responsible for defining the overall technology direction and roadmap
Working closely with business partners and enterprise architects to understand strategic business and technical objectives and ensures service adherence to TD strategies
Maintaining subject matter expertise in all technologies/components supported
Escalation to technology vendors for technical support as required
Works closely with technology vendors to understand emerging product enhancements and roadmaps
Providing consultation to partners and technical groups as required
Overall technical ownership of assigned components
Providing a leading engineering role as required on various projects

IT Operations Service Management Leader Data & Analytics Resume Examples & Samples

Support Leadership/Ownership
Solid understanding of the underlying infrastructure needed to run BI applications
Should have worked in BI Support role
Ability to take ownership of small tasks and deliver without supervision while using their discretion to seek help when necessary
Strong team player that collaborates well with others to solve problems and has experience working within a global environment
Should have good communication skills and should be able to bridge the communication gap between business users and the technical team

IT Operations Specialist Resume Examples & Samples

Operation /Service delivery
Provide follow the Sun support as the tier 2 support in IT Operations service restoration team
Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported within predefined service
Performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment
Major incidents management weekly on-duty, detecting and assessing major incidents, assembling crisis resolution team, driving for service restoration, regular communicating business impact and overall progress to global stakeholders
Job holder is required to take fixed amount of morning (6:45am~3:00pm) and weekend shifts responsibilities shared within the team
Functional/Technical
Play Regional Technical Lead role working closely with Service delivery teams (L3) to support Global Tech Lead in Technical area activities (problem management, knowledge improvement, take-on…)
Project / Take-on Management
Provide sufficient support of global IT Ops projects
Manage or participate in global IT Ops take-ons
People / Team Leadership
Contribute to high collaboration global IT Ops team
Team contractors management
Undergraduate degree (MIS or Computer Science a plus)
ITIL Certification or demonstrated thorough understanding of ITIL
Need to have at least one formal industry qualification or relevant proven experiences in the area of speciality
Minimum of 3 years professional experience in Information Technology areas
Demonstrated ability to be a self-starter, work independently, take initiative/ownership, and achieve stated goals and objectives is required
Strong customer orientation with a focus on delivery of value added service
Self-reliance, strong personal integrity and emotional stability
Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure
Excellent interpersonal skills. Ability to work with individuals/teams across multiple cultures sites and time zones
Appreciation of other Western/Eastern cultures
Ability to communicate and work effectively with all levels of associates from operational to senior management
Demonstrated ability to learn new technical skills quickly, and to apply this learning
Ability to work hands on in the technology
Solid knowledge of Microsoft servers and business products like Outlook, OCS etc., Routers, LAN and WAN systems, NetWare, Lotus Notes
SAP / UNIX / Oracle experience an advantage. Have primary understanding on SAP, including the structure & function of each module. Be familiar with Oracle database structure and basic administration task. Oracle OCA/OCP Certificate preferred
Working experience of problem management system, for e.g. Tivoli Service Desk, Remedy, Magic or any other similar packages

IT Operations Manager Resume Examples & Samples

Serve as a Technology liaison to various departments including Customer Support, Sales, Client Relations and Finance Work closely with business leaders to solve operational issues and problems through the use of information technology and process redesign
Provide maintenance, support and upgrades for all operational enterprise applications and underlying infrastructure tier owning support SLA's
Develop consistent operational reporting against standards and establish Service Level Agreement (SLA) management approach
Establish and maintain application maintenance standards that include application version updates, keeping on top of technology releases, new functionality, risks and bugs fixes/patches
Responsible for application change management processes including code migration, database change management and data management through the various stages of the development life cycle and change control
Manage the SDLC standards for all development, QA and production changes for the application team
Lead and develop a team of diverse individuals with a variety of experience levels and skill sets consisting of Programmers and Analysts
Manage budgets for operational applications identifying opportunities for ROI, reduction in expense and re-negotiating contracts
Responsible for Disaster Recovery for all operational applications, including disaster recovery planning, training, and documentation ensuring redundancy onsite and offsite
Establish and maintain sound backup and recovery policies and procedures
Manage and ensure compliance with regulatory requirements, best practices, and policies and procedures, including SOX & PCI
Manage vendor relations ensuring that selected vendors are providing optimal service for the best cost
Establish and measure team goals for service, quality, and efficiency that align with the district’s vision, mission, and values
Lead multiple, concurrent infrastructure projects, including planning, managing activities and timelines, providing technical and analytical guidance, balancing workloads, and directing the work of the team
Oversee Helpdesk and workstation technician operations, minimizing time to respond and resolve work tickets
Maintain and implement network and data center monitoring services, ensuring quality and consistent service
Proactively provide root cause analysis and remediation to address service delivery issues
Follow and adjust inventory control procedures
Communicate and coordinate with building leadership about the projects within their buildings
Oversee equipment ordering, receiving, and deployment
Set district standards for classroom and staff technology packages
Work with the Team Leads and Desktop Administrator to design and execute desktop management strategies and procedures, including software deployment and timely progression through operating systems
Assist instructional staff in evaluating and procuring hardware for instructional initiatives
Ensure the infrastructure team maintains a customer centric attitude and users’ needs are being met
Manage relationships, activities, and resources of external vendors and contractors
Maintain up-to-date knowledge of technology standards, industry trends, emerging technologies, and software development best practices
7+ years of enterprise systems analysis and implementation experience supporting full life cycle systems with/for a public company
7+ years of systems infrastructure and architecture experience
At least 3 years of team development and management experience
Evidence of successful management ability, including managing personnel and programs, communicating effectively, and problem solving
Proficient in Microsoft technologies including Hyper-V, clustering, VMM, Exchange, Active Directory
Experience with Cisco switching equipment including a general understanding of routing principles and firewall security configuration
Experience using network, environmental, and system monitoring tools
Demonstrated ability to productively function under pressure and within a deadline oriented atmosphere
Proven experience in the ability to creatively solve business problems using information systems
Ability to learn new concepts and teach oneself quickly
Expertise in project and process management, including planning, scheduling, coordinating, and monitoring
Highly organized and detail oriented
Self-motivated and display a high level of initiative
Ability to establish and maintain professional, cooperative working relationships
Ability to communicate clearly and work effectively with staff
Experience with PCI, HIPPA, Hitch, SSAE16 compliance requirements and audits

Regional IT Operations Manager Resume Examples & Samples

Provides the day to day management of IT organization processes, service monitoring, metrics development, and overall IT service levels
Ensure effective communication to the Practices relative to IT updates, changes, and other operational activities
Improve the operational systems, processes and policies in support of the organization’s mission -- specifically, support better management reporting, information flow and communication of tactical IT decisions and plans and work to achieve alignment with relevant areas of the business
Manage and increase the effectiveness and efficiencies for Support Services through improvements to each function as well as coordination and communication between technical support and business functions
Play a significant role in long-term planning, including an initiative geared toward operational excellence
Provide constructive Practice feedback to Infrastructure and Practice Application teams and recommend improvements
Communicate and ensure compliance with company policies, procedures and regulatory requirements
Ensure computing, network and telephony service levels by using a combination of internal resources as well as external vendors
Serves as a point escalation for support or procurement related issues
Define and implement processes in order to collect and analyze support data to ensure a healthy and resilient IT environment
Maintain application specific blueprint and heat map document in order to effectively assess risk levels
Proactively communicate risk levels to Practice IT coordinators and assist Regional IT Directors in the development of proactive IT Strategy
Report on and initiate actions required to maintain or improve availability
Effectively manage Practice IT customer relationships
Assist with developing and maintaining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) between the Practice local IT, Service desk, and Technical IT teams
Analyze and review actual service performance against SLAs and OLAs
Provide input and assist in development of regular reports on service performance and achievement to Practice and Physician IT Services leadership
Recommend actions to achieve reductions in frequency and duration of incidents that impact IT availability
Represents the needs of the business, function, or geography on an ongoing basis to maintain consistent plans between IT and the business
Identifies areas where the business, function, or geography can take advantage of standard IT solutions. Drives for adoption of standard solutions
Works as a team with other Regional Operations Managers to provide consistent coverage for the network during PTO or unplanned time off
Experience defining and implementing IT strategies in support of business requirements
Experience Clinical IT solutions such as Electronic Medical Records, PACS, Lab Systems, Pharmacy Systems, Practice Management Systems, etc
Knowledge and understanding of clinical practice workflows
Previous consulting experience in a large enterprise environment
Strong subject matter knowledge on the full spectrum of IT building blocks including packaged software applications, software applications development, network, data centers, end user computing, telephony, mobility solutions, systems integration, reporting tools, etc
Project Management Professional certification is highly desired

Manager, IT Operations & Infrastructure, Asia Resume Examples & Samples

10 years’ experience in IT with 3 years in a management role
Knowledge of IT service management, infrastructure and cloud technologies
Certifications such as ITIL, CISM and PMP a benefit

Director, IT Operations Resume Examples & Samples

Define segment critical applications, service levels, and capacity requirements
Monitor and assess operational performance versus demand
Communicate segment high-priority incident escalations, incident/change summaries, and focused service reviews
Identify areas of business risk and process improvement in the following areas: DR; BCP; PLM; audit; vendors
Consult to Optum and IT as a neutral partner on impact of business demand/IT supply issues to identify priorities
Connect people, process and technology for Optum and IT Operations teams, sharing information related to business and IT strategy across the appropriate groups
Execute project activities (e.g. PLM, macros, desktop updates)
Collaborate with other leaders within the Optum organization to establish, communicate, and implement strategic capabilities
Help set the IT Operations strategy
10+ years in the IT profession
Exposure to multiple areas of IT including: development; infrastructure and operational support in a large matrixed enterprise environment
Demonstrated success in leveraging technology to meet business objectives
Experienced in understanding business requirements and the delivery of technology solutions to meet business objectives
Ability to establish effective working relationships with executives (including c-Level) and key business partners to drive a change agenda
Knowledge of the Healthcare, Insurance or Financial Services industry
Ability to translate and communicate technology concepts to non-technical audiences
Working knowledge of how business and IT interact and operate together
Previous ownership of comprehensive measurement dashboards
Experience creating IT performance measurements including: Leading Key Performance Indicators (LKPIs); Service Level Agreements (SLAs); and/or Operational Level Agreements (OLAs)
Big 4 and/or Professional Services consulting
Experience working in a 24x7 global ‘follow the sun’ environment
Understanding of existing Optum technology and business operations

Director, IT Operations Resume Examples & Samples

Provide management and guidance for user support functions and other IT Operations team entrusted with the operational stability, security, and support of all technology services related to the local data center and other remote facilities
Collaborate with peers to effectively implement IT standards for FLIR enterprise
Function as the Team Leader for all IT personnel in their area of geographic responsibility (cross functional team)
Provided limited guidance for Functional team members as necessary to support Functional Team Leads
Develop and plan all monthly maintenance
On-call planning and coordination for sites supported
Primary user liaison - local senior point of contact for all IT issues
Provide overall management of Security/Permissions for all stored data and applications
Effective implementation of all IT and desktop computing standards for all sites supported
Responsible for stability and uptime for all site systems and devices; monitoring and reporting of Service Level Agreements and other KPIs for all identified critical systems
Responsible for oversight and direction of Helpdesk function for sites they support
Manage and provide support for appropriate local initiatives for the regions and site assigned
Plan for and lead the budgeting and implementation of various IT projects including processing needs, storage requirements, and facilities improvements
Establish annual goals and plans aligned with on-going operations and new business initiatives
Performs other IT related tasks as required
12 + years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD without experience; or equivalent work experience
Experience with supporting large groups of PC users in a managed desktop environment
Hands-on experience in planning and operating a data center (w/backups, redundancy, and disaster recovery)
Must have knowledge of data center infrastructure, such as: data center heat dissipation methods, electrical requirements, UPS/HVAC, backup power generation, system racking and cabling
Hardware: Windows and Mac based PCs and Servers; OS: Windows, Linux, Unix, SANs: iscsi and fiber, virtualization (VM Ware), Telephony equipment
Networking and Security: TCP, Firewalls, Routers, Switches

Interim IT Operations Technician Resume Examples & Samples

The primary responsibility will be to support configuration, setup, delivery, and installation of workstations to support the ECFC Phase 1A expansion project
Provide general IT support for business operations across all IT shifts
Troubleshoot technical issues related to network and desktop hardware such as: Personal Computers, Printers, Network and Radio Frequency equipment, Telephones, Servers, WCS Systems
Deliver exemplary customer service through strong ownership and professionalism
Demonstrate a commitment to teamwork through relationship-building and collaboration
Occasionally, the candidate may work variable hours or assist in other departments based on business needs
Experience in systems analysis, IT Operations or industry related field
Proven ability to document processes or functions for use in developing system requirements and deliverables
High motivation and self-direction, sound problem solving skills, technical troubleshooting, and decision-making skills are crucial

Senior Director, IT Operations Resume Examples & Samples

Define and manage service levels – internally and with our key vendors
Manage systems performance and capacity
Manage third-party services critical to our student learning experience
Manage application support personnel and ensure ticket response and closure times meet or exceed SLAs
Lead system operations teams in safeguarding corporate network, data and system operations
Lead and mature the DevOps functional area, providing automated build and deployment processing
Recommend, draft and approve system operations policies, standards, and processes; facilitate operations to validate compliance with those policies, standards and processes
Develop strategies and plans to ensure the timely and accurate restoration of company information systems in the event of a serious disruption
Assist in the evaluation of emerging technologies and their potential system operations impact
Manage vendors, as needed, including contract reviews, service level agreements and other documents to verify the company is obtaining best value and that vendors are meeting our information security needs and requirements
Execute budget evaluation, design and execution in a manner which fosters best-value, considers broad-scope opportunities, and drives a positive return on investment
Bachelor’s degree or combination of education and I.T. experience
Seven (7) years of experience in IT system operations or related field

IT Operations Manager Resume Examples & Samples

Manage the team that provides support, globally, to all clients that use web and mobile applications; using the following technologies: J2EE, Linux, Windows, .NET, Web Services, Apache Tomcat, WebLogic, SAS RTDM, among others
Manage eBusiness relationship manager for all technology issues impacting the business – GB/GRS/CS/IND/ICAS
Manage oversight, direction, and feedback to IT staff
Manage appropriate level of resourcing to meet business needs
Manage budget to deliver baseline services, renewal projects and key initiatives
Manage assignments for on-call and frontline duties
Manage IT activities with business partners and clients
Cross-train team members to maintain knowledge and expertise, avoiding single points-of-failure
5+ years’ IT management experience
2+ years’ experience managing IT Operations
Experience with web systems, Mobile or SAS experience a Plus
Ability to travel up to 20%
Bachelor’s Degree in Computer Science or relevant IT experience
Eligible for security clearance
Good understanding of Splunk, Java, .Net, Siteminder, Apache, WebSphere, Linux, iOS, Android and WEM content management
Insurance or Financial services a plus
Project Management experience a plus
ITIL Foundations & IT Service Management experience a plus
LI-RN1

Engineering IT Operations Manager Resume Examples & Samples

Manage 3rd party services directly or via Enterprise IT
Define, plan and manage Engineering IT services such as site support and application support
Manage service queues and resolve service issues for product engineering groups
Plans and executes continuous improvements
Manage physical environment of the Engineering IT operations
Interface with IT teams for incremental Enterprise IT service level requirements
Responsible for system security with patching and upgrades working with Enterprise IT
Plan and manage licenses working with Strategic Sourcing Office and Enterprise IT
BS degree in Information Technology, Computer Science or equivalent experience
Strong collaboration skills with disciplines like QA, Development, Configuration Management, and Information Technology
Proven track record of successful and timely product delivery, and of driving technical innovation
Experience developing and presenting information to executive-level audiences
Experience with running and operating large mission-critical Dev/Test ecosystems in support of Continuous Delivery and Software as a Service
Operational support experience in working with Cloud based technologies such as OpenStack and/or Azure
Working knowledge of DevOps and Lean methodologies with the ability to leverage the power of metrics
Experience with Continuous Integration and Test Automation
Knowledge of Scrum/Agile methodologies
Managed physical environment of the Engineering IT operations
Has been responsible for system security with patching and upgrades working with Enterprise IT
Ability to deal with ambiguity in a fast-paced dynamic environment
Managerial skills and ability to grow people to their true potential
Ability to bridge current practices with future state processes
Ability to influence, collaborate and communicate ideas effectively
Familiarity with logging and monitoring tools and integrations

Director, IT Operations Resume Examples & Samples

Create IT Operations Strategy by partnering with the IT executive team in the creation of the overall strategy of integration between IT and business objectives
Partner with other IT leaders to set IT priorities and manage overall IT Services transition and operations
Understand the business segment/function and regional differences to ensure global processes are delivered with operational excellence
Ensures highest value operational excellence improvements are prioritized within appropriate discretionary IT service portfolios and non-discretionary budgets

Senior IT Operations Specialist Resume Examples & Samples

University, College degree or equivalent experience with Network infrastructure
Minimum 8 years configuring and supporting Network Tools
Minimum 8 years working directly with enterprise networks from both technical and security perspectives, primarily in a Cisco based network
2- 3 years working experience in SAN and NAS environment (preferably Hitachi, EMC, MCData, NetApp)
Advanced knowledge of wireless systems: Aruba, Cisco
Advanced knowledge of managing wireless APs and Controllers
Advanced knowledge of SSL certificates
A strong Network Specialist that provides 2nd or 3rd level support to Operations group
Assist Technical Response teams by resolving service related customer/network outage tickets and network-wide trouble tickets
Minimum 7 years working with network and network security on large scale enterprise networks from a deployment and/or operational perspective
Minimum 5 years experience with packet and flow analysis
Minimum 5 years experience with Application delivery, load-balancing, or content delivery specifically utilizing the F5 product line
Ability to document all MOP’s and processes
Perform testing according to test plans, monitor and report on results, and work with others on problem resolution
Communicate project status and provide timely escalation of issues to ensure project objectives are met
Ensure effective change management discipline is used

IT Operations Metrics Manager Resume Examples & Samples

Use previous experience working with quality, development, and operations to generate dashboards showcasing how we are doing
Develop action plans to address areas of concerns and showcasing our wins
Work with both onshore and off shore teams while developing these reports and doing analysis
Demonstrated experience designing operational requirements for Quality
Demonstrated experience designing operational requirements for Development
Demonstrated experience designing operational requirements for Operations
Demonstrated experience collecting Metrics
Demonstrated experience designing requirements for automated report generation
Experience working with Tableau

IT Operations, Lucasfilm Resume Examples & Samples

Build / test / deploy desktop systems (Windows and Mac)
Contribute to daily operational tasks, including inventory, ticket management and general troubleshooting
Assist as needed with work in data center, including racking systems, patching and inventory control
Excellent verbal and written communication skills required. Strong interpersonal skills and the ability to effectively interact with diverse personalities
Strong time management skills; Ability to multi-task and prioritize
Proven ability to work autonomously and in team settings
Proven knowledge and experience with Windows and Mac operating Systems
Programming and scripting experience, particularly Java or Python a plus
Knowledge with Linux Distributions a plus
Familiarity with film and video postproduction and/or computer graphics techniques highly desired
Database knowledge preferred

Manager, IT Operations Resume Examples & Samples

Graduate Degree preferred
Ability to work independently and often autonomously in the management of projects, teams and operational disciplines and apply strategic thinking throughout the execution of work plans
Confidence in managing system enhancements, new releases or projects typically focused on a specific product/system/application of moderate scope and complexity
Diverse, innovative thinking with respect to reusability of architecture and processes
Leadership in growing team expertise to align with demand and TD's business and technology direction; assess team capabilities, identify ways to provide and enhance value delivered

IT Operations Specialist Resume Examples & Samples

Minimum 10 years of DBA working experience building, deploying and administering distributed Oracle DBMS, Oracle Exadata appliance, Oracle OEM, PostgreSQL object relational database management system
Able to provide expert knowledge in the development of an enhance database service
Strong knowledge of Oracle and other database in a cloud environment
Provides expert advice and/or acts in a lead capacity on operational system / applications planning, performance, availability, integration, operations support and release / deployment management
Influence product direction, foresee issues and gaps, identify solutions, and work comfortably with leading edge products that are untested/ unproven in the market
Work with Architects, design and build teams to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements of the project
Develop and recommend technical strategies and solutions to maintain and/or expand service levels
Expert level knowledge of database auditing, audit logging, creating benchmark for audit points
Experience with database security and database encryption
Expert level knowledge of Finance industries compliance requirements such as SOX, PCI DSS, FISMA, Gramm-Leach-Bliley Act, and FATCA
Expert level knowledge of users access and database privileges
Undergrad Degree or Diploma in Computer Science. Post Graduate Degree in Computer Science will be preferred
Expert level hands on experience with installation, configuration and maintenance for Oracle 9i/10g/11g/12c RAC and 10g/11g/12c ASM, and PostgreSQL 9.1 through 9.6
Expert level hands on experience with PostgreSQL management tools such as PSQL, pgAdmin, PostgreSQL studio, TeamPostgreSQL and SQLeo
Sound experience with setup, installation, configuration and maintenance of Oracle12c on Cloud infrastructure such as Rackspace (both on premises and off premises experience)
Expert level experience with the building, configuring, monitoring, and implementation of Oracle DataGuard technology
Expert level knowledge about RMAN backup/recovery experience on very large databases
Solid hands-on experience with Oracle performance analysis using several tools Statspack, SQL tracing, etc
Expert level experience in troubleshooting and resolving urgent/critical incidents on production systems
Expertise in managing Oracle database in Linux/Solaris/AIX/Oracle Linux and several file systems such as OCFS, and zFS etc
Experience with Perl, UNIX shell scripting
Expert level experience with installation/configuration and management of OEM, 12c or 13c (Oracle Enterprise Manager)
Comfortable with working in a rapidly changing, technically complex environment
Familiarity with the CA-7/Autosys enterprise batch scheduling solution
Knowledge of Open source Non-Relational Databases
Familiarity with DBMS capacity management solutions

Senior Director, IT Operations Resume Examples & Samples

Leading Infrastructure Operations Security across IT the entire infrastructure engineering/operations teams
The right candidate for this critical role will balance keeping the bank’s systems up, operational and secure, while driving the change needed to embrace innovative methods and technology
Our clients and business growth dictate a pace that enables us to release new features frequently, pivot quickly, and expand efficiently while always operating within the appropriate financial services controls and policies. Your challenge is to enable this vision while leading and strengthening the team and services that will deliver superior system performance and resiliency to support our growth objectives
Extend our strategic partnerships to deliver solutions and support scalable growth while being highly secure
Your team will is responsible for deploying and supporting our next generation of equipment
Apply sound fiscal management practices will enable SVB’s value/cost proposition
Responsible for building and developing an exceptionally talented operations and support organization
Bring a deep technologist toolset with a proven track record of building large scalable networks, datacenters and possesses a service oriented mind-set
Creative thinking and problem solving
IT policy, standards, processes and compliance
Decisions grounded in past experiences in other technology disciplines such as project management and software development
Engage regularly with the Office of the CIO, CTO, Security Office, Internal Audit, IT colleagues, and business partners
Leading and managing efforts to improve system availability and consistency, and increased operations efficiency with the use of technology, in partnership with other IT support teams
Working closely with multi-team technical resources, engineering managers and other stakeholders to ensure our systems function within SLA and that outages are dealt with rapidly and effectively
Direct and manage 24x7 global production operations in order to provide world-class un-interruptible service to SVB and our customers
Build a metrics-driven culture supported by cutting edge reporting technology and best-in-class education and training opportunities
Continuously evaluate the current state of the operations architecture, services and security to maintain alignment with company goals and objectives
Design and build or leverage partner tooling and technology to provide operational visibility into the performance and resiliency of systems and business processes
Performs end-to-end systems infrastructure design, capacity planning and performance management
Provides infrastructure services vision, enables innovation and seeks to leverage technology trends that can create business value consistent with the company's requirements and expectations
Partners with colleagues to lead the technology infrastructure operations and execution for the enterprise, supporting a highly scalable and redundant environment
Provides sound fiscal management to budgets (capital and expenses) for acquisition of equipment, maintenance and services
Develops the team and mentors talent to deliver the technology management and execution capabilities of the organization. Enable a constantly learning environment

Manager IT Operations Resume Examples & Samples

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Bachelor degree in Computer Science and/or 5 years equivalent work experience
Strong working understanding of ITIL and CoBIT processes and implementation of such
Excellent analytical skills to interpret measured metrics
Desired certifications such as CompTIA A+, Network+, Server+, MCSE
Five years successful leadership of an infrastructure team
Working and hands on experience Cisco and HP networks
Hands-on experience in troubleshooting hardware/software/networks
Strong Microsoft Server and Workstation skills, with emphasize on deployment, management, recovery and patch management
Solid technical understanding and troubleshooting skills to support PBX and network equipment
Ability to conduct research into PC issues and products as required
Knowledge of current protocols and standards
Demonstrated leadership and personnel/project management skills
Experience in interpreting the applicability of local and federal laws/regulations to company operations
Ability to perform general mathematical calculations for the purpose of crating needs assessments, budgets, etc
Ability to conduct research into issues and products and required
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
Must be able to meet the physical demands of the job, which include

IT Operations Manager Resume Examples & Samples

Coordinates with the CIO and other IT areas such as Security and Development to translate strategic vision into a deliverable and sustainable operations platform including networking, infrastructure, applications and communications
Identifies opportunities that can enhance the Firm’s business operations and/or delivery of client services, testing and evaluating new technology offerings
Manages and develops internal team that provides project delivery and high-level remote and on-site support when needed
Leads internal IT Operations projects using the SCRUM methodology
Oversees the maintenance of application, hardware, service and communication contracts across the business areas
Ensures IT procurement and invoice processing is handled in a timely and efficient manner
Facilities management of server rooms, HVAC, UPS, etc,. including expansion and relocation, utilizing “remote hands” and internal resources
Manages third-party vendors that provide IT Service Desk and network, infrastructure, phone, copier, and printer support

Senior IT Operations Center Manager Resume Examples & Samples

Responsible for delivering activities assigned to his/her team on time, with quality and agreed resources
Supervise and review operations center employees
Demonstrated Managerial experience (as per above) as well as demonstrated leadership in development of subordinate staff
Experience managing a 7x24 monitoring operation
Experience with unions and collective agreements is essential
Should have strong knowledge in Batch scheduling & management in at least 2 or more scheduling tools both in mainframe and open systems
Strong written and oral communication skills; Good presentation skill
Should have knowledge on mainframe or open systems or SAP
6-9 years’ experience in industry-standard monitoring / scheduling tools. Should have 2-3 years of team lead experience
Demonstrated ability to develop and implement strategic plans and meet or exceed critical deadlines
Analytical thinking - ability to understand a situation by segmenting and tracing implications step by step
Listening, Understanding and Responding - ability to accurately listen, understand and respond appropriately when interacting with individuals and groups
Team leadership - ability to take a role as leader of a team or other group; have ability to motivate teams to success

Manager, IT Operations Resume Examples & Samples

Experience in Data Acquisition and Vendor Management preferred
Experience in job scheduling software such as Autosys and Cron is preferred
Experience with Windows and Linux environments and commands
Experience with Cloud enviornments
Agile/Iterative delivery experience would be an asset but can be trained
Advanced written and verbal communication skills are a must

Ops Engineer IT Operations Management Data Resume Examples & Samples

Maintain full infrastructure service to the consumer like
Maintain consumable standardized infrastructure services (resilient, high quality, highly automated and up-to-date)
Automate all repetitive or error-prone operational activities
Support and educate consumers on using the standardized infrastructure services (consumer is responsible for their own instances)
Apply continuous delivery practices like
Manage all resources in version-controlled repositories (incl. code, scripts, configurations, artefacts, static resources)
Refactor and reuse existing code/modules/functionality
Write fully automated tests (e.g., high availability, load testing, disaster recovery)
Apply and improve DevOps way of working like
Implement user stories from backlog as agreed with the Product Owner
Participate rigorously in DevOps rituals (e.g. daily stand-ups, sprint planning, sprint review, retrospective, peer reviews)

Manager IT Operations Resume Examples & Samples

Deployment management for a large enterprise initiative (approximately $10MM one-time cost)
Leading deployment planning and execution activities supporting multiple lines of Business
Working with the program and project teams to build the detailed event schedule for deployments into all environments
Working to coordinate the setup of all project environments in accordance with the program schedule
Negotiating agreements between individual project teams to align their respective deployment plans
Ensuring that all detailed event plans include appropriate mitigation
Managing and driving to closure of any program level issues which may require escalation
Negotiating and scheduling changes as a result of deployment issues
Implementing appropriate Environment Management practices
Working with the Infrastructure Technology Solutions partners to ensure alignment with the program schedule, and the resolution of any infrastructure related issues
Providing estimates, milestones and forecasts to program leadership
Working with business and executive stakeholders across multiple Lines of Business
10+ years of progressive technical and management experience within an IT function
Excellent knowledge of Project Management methodology (PMLC), Project Delivery Life Cycle (PDLC), and Systems Development Lifecycle (SDLC)
Experience supporting a highly complex, multi-tier environments
Strong organizational skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities Strong analytical and problem solving skills
Strong ability to influence and cultivate relationships to affect change
Demonstrated ability to assess priorities quickly and adapt as needed

IT Operations Manager Resume Examples & Samples

Building, leading and developing a strong team of engaged, customer-focused and enthusiastic members who are committed to business process excellence, collaboration and accountability for the services they deliver
Working in close partnership with the Group Functions IT leadership team to establish and achieve business goals
Engaging a wide variety of stakeholders to ensuring alignment across all parties and ensuring a friendly and collaborative environment for the team
Working in alignment with the FG IT leaders to ensure services are delivered to the agreed level of quality
Continuously optimize processes to increase quality and efficiency
Fostering knowledge sharing opportunities and communities
Planning demand for new scope / services with the corresponding FG IT leader
Maintaining Service Level Agreements with the Group Functions IT organization and ensuring KPIs are met
Aligning with the IT FG leader on setting functional objectives and assessing performance and ensuring each team member has a development plan reflecting the desires of the employee and needs of the organization

IT Operations Resume Examples & Samples

Manage the overall deliverables of the performance reporting on a daily, weekly and monthly basis to provide consistent and regular reporting
Report on performance against agreed support KPIs, providing supporting trend analysis and areas for improvement
Drive visibility of audience facing metrics to increase the understanding of the specific impact that problems/incidents have on the audience by operational support groups
Monitor and manage third party service providers, ensuring their compliance with contractual obligations, this includes setting up and managing OLA’s
This role will work with business colleagues to ensure relevant SLAs and OLAs are in place
2+ years of General Operations
Self-motivated with high level of energy and drive

IT Operations Center Administrator Resume Examples & Samples

Monitor alerts for network, server, telephony, application, and other platforms.　
Proactively create tickets on servers, telephony systems, network equipment, telephony equipment and circuits.　
Analyze and resolve network and server issues.　
Prioritize, manage, and properly escalate issues.　
Troubleshoot system down situations.　
Work with vendors to escalate and quickly resolve circuit and/or equipment issues.　
Execute commands for automated server jobs as requested by job application teams.　
Take calls from transmission customers and assist them in confirming receipt of files and/or troubleshooting issues.　
Investigate basic VOIP and telephony issues.　
Update incidents with timely, accurate, and detailed updates within SLAs.　
Regularly communicate status to customers.　
Adheres to all policies, standards, and procedures
Routing and Switching experience with enterprise class network devices.　
Knowledge in working with Cisco IOS routers and Cisco switches.　
Windows server experience.　
Basic knowledge of Linux/Unix server OS.　
Ability to work well in teams and with minimal supervision.　
Must possess excellent verbal communication skills to work with department personnel and various vendors.　
Ability to work individually, and in group settings.　
Strong interpersonal relationship skills.　
Good customer service skills.　
Detail oriented.　
Strong problem solving skills.　
Ability to work with all levels of management.　
Excellent written communication skills.　
Strong desire to succeed.　
High School diploma or equivalent　
Minimum 1 year experience with a data center operating environment, day-to-day operational requirements, and the operation of production systems and equipment.　
Network Infrastructure　
Telecommunications　
Hardware infrastructure　
Computer operations　
IT systems management　
CCENT / CCNA　
Network+

100

Senior Manager, IT Operations Resume Examples & Samples

Ensure long and short term IT planning and strategy is operationalized ensuring standards are met, governance processes are followed, key metrics are tracked and that IT delivers maximum value to the corporation
Lead teams, work with peers, key stakeholders and managed service providers to ensure contractual service level agreements and objective are met or exceeded
Proactively leads managed service providers to meet or exceed information security standards as required by the Information Security Policy (ISP)
Ensures and delivers operational excellence for all infrastructure planning, engineering, deployment and financial management processes, as required
Responsible for managing the ongoing service delivery for managed service providers ensuring industry leading quality in availability and operational maturity
Responsible for developing governing framework with managed service providers driving accountability including financial, technical performance, and operational excellence ensuring the highest level of service possible for the corporation
Bachelors Degree in Business, Finance and/or Information Technology
10+ years work experience in IT or related field
5+ years people manager experience

101

Senior IT Operations Specialist Resume Examples & Samples

Experience as a key subject matter expert with specialized knowledge in multiple areas and strength in ensuring (and advocate of) integrated implementation
Readiness and confidence in all aspects of operational support and solutions
Previous experience working autonomously on highly-complex projects and issues which are diverse in scope and/or multi-faceted, often requiring your leadership and team direction
Strength in foreseeing issues and gaps and identifying emerging industry trends (i.e. future- focused)
Readiness to provide leadership and direction to a larger group of IT professionals
Proactivity in providing recommendations on value-added technology improvements and enhancements
Experience in Incident Management required
24x7 On Call availability

102

VP, Global IT Operations Resume Examples & Samples

Experience in global operations
Considerable knowledge of business theory, business processes, management, budgeting, and business office operations
Substantial exposure to data processing, hardware platforms, enterprise software applications, and outsourced systems, including Stratus, File Transfer software, HSM, SalesForce, telephony, Help Desk, Desk Side Support and NOC Operations
Good understanding of computer systems characteristics, features, and integration capabilities
Experience with systems design and development, from business requirements analysis through to day-to-day management
Proven experience in IT planning, organization, and development
Excellent understanding of project management principles
Superior understanding of the organization’s goals and objectives
Demonstrated ability to apply IT in solving business problems
In-depth knowledge of applicable laws and regulations to include demonstrated expertise in PCI
Master’s degree in either of these fields with technology as a core component
Experience in credit card transaction processing

103

IT Operations Project Engineer Resume Examples & Samples

Technical project lead and subject matter expert for any Dynamics CRM technologies within the organization (50% of the time)
Technical project lead and subject matter expert for any new technology or application implementation within the organization (50% of the time)
Conducts or coordinates user acceptance, application / environment performance, regression and integration testing
Effectively performs and documents root cause analysis of production issues
Maintains system documentation and provides production reporting metrics
Reviews the design of solution(s) prepared by 3rd party vendors to ensure that all requirements are met and addressed
Works closely with other architects to integrate CRM with other enterprise applications
3-5 years of experience in each of the following areas
Actively supporting and maintaining enterprise server infrastructures with 250+ servers
Very broad exposure within administration, engineering, and architecture in enterprise, Microsoft Windows based environments; managing and supporting Microsoft Windows Server 2012 R2 at an expert level
Microsoft Dynamics CRM On-Premises (2015 required); enterprise software implementation experience, involving complex business-to-business solutions
CRM customization including creating new entities, attributes, forms, and views
Experience maintaining Microsoft SQL Server (preferred experience with SQL Server & AlwaysOn Failover Cluster Instances / Availability Groups, Active / Active configurations), Active Directory, Hyper-V, Microsoft Clustering, Windows PowerShell
Extensive experience managing technical projects

104

VP, IT Operations Resume Examples & Samples

Build an IT Operations team from the ground up providing leadership that is ultimately exceptionally customer-oriented, delivers true business value and is devoid of bureaucracy
Implement ITIL framework including Incident Management, Problem Management, Change Management and Service Management
Ensure appropriate monitoring tools and pro-active monitoring are in place to generate alerts and address problems before customers identify issues
Escalation point and owner for critical service impacting issues and outages
Create and publish monthly metrics (i.e. availability, MTTR, etc.), dashboards, root cause analysis, and areas of improvement
Serve as an internal change agent to drive business process enhancements, controls and innovation
Contribute to the overall business strategy and operations of the enterprise along with other senior functional executives
Champion the hiring and development of IT talent
Bachelor's degree in the field of computer science, engineering or related field is preferred. Master's degree in either field or an MBA a plus
10 years of progressive IT leadership experience with deep technical knowledge of IT architecture, service desks, systems, cloud, DevOps, data networks and databases
Experience and repeated success building and/or outsourcing service desks and implementing new ticketing systems across the enterprise
Foster a metrics and customer focused driven culture
Ability to respond to high profile, high impact customer/application escalations in a way that drives positive customer perception
Experience with AWS and Microsoft Azure required
Develop budgets for the Information Technology department to ensure that they comply with stated organizational goals, guidelines, and objectives
Ensure IT system operations adheres to applicable laws and regulations
O ITIL, COBIT or CMMI certifications preferred
Media industry experience is highly desirable
Enterprise technology experience, specifically cloud is critical
Reputation as a technology thought leader with strong verbal communication skills required
Proven success serving as a strong change agent and leader, with a track record of elevating IT at senior levels in an organization and partnering as a trusted peer to the business

105

IT Operations Manager Resume Examples & Samples

Supervises the LAN/PC Administration team and provide leadership to four technicians
Provides PC and network support by overseeing the administration of the Local Area Network (LAN) for all assigned facilities
Manages all system projects, from concept to implementation, for the assigned business functions. This role on average is responble for managing and supporting three Enterprise capital projects
Provides consultation on systems strategy/needs and suggests proactive recommendations. Consults with business managers on matters pertaining to the streamlining of systems through improved efficiencies and technology
Responsible for the timely installation of PC’s and software. Prepares project plans and operating/capital budgets for hardware and software
Oversees customer service/support to achieve client satisfaction. Provides resolution to problems timely
Conducts analysis of need or problem area and identifies alternative solutions
Leads IT Department operational and strategic planning, including fostering innovation, planning projects, and organizing resources
Gathers customer requirements, and use the information to identify, predict, interpret, and evaluate system and network requirements
Establishes and maintain regular communications with Executives, Department heads, and End Users regarding pertinent IT activities
Meets with vendors to gain support to achieve business objectives
Participates in annual budget development, providing business cases and ROI. Control operational budget and expenditures
Act as lead subject matter expert for Division in multiple technical areas, including PCs, servers, networking, access control, and security
Ensure compliance with Internal Controls best practices and Sarbanes-Oxley requirements
Establish IT Operations KPIs and manage performance to goals
Own and manage the asset management and disaster recovery process for IT systems
Bachelor’s Degree – Computer Science, IT, Engineer or equivalent, Masters preferred
A minimum of 3 years in supervisory role
A minimum of 5 years’ of experience with Windows Server O/S’s, Ethernet architectures, TCP/IP protocol, Microsoft PC O/S’s, Microsoft Desktop Applications
Minimum five years related work experience, with direct accountability for large and small systems projects, and experience with networking and systems integration
Ability to work with others. Must possess strong commitment to customer service and working in team environments
Must possess the ability to consult and negotiate with PACCAR entities and vendors. Must be able to communicate effectively with management and end users
Proven experience in IT infrastructure planning and development
Excellent problem solving and customer service skills
Strong inter-personal and supervisory skills

106

IT Operations Resume Examples & Samples

A professional manager and leader with outstanding motivational and change management capabilities
Exceptional people development and coaching skills
Proven execution skills. The manager will need to be able to prioritize multiple competing time demands, load balance and prevent bottlenecks, and drive complex projects and tasks
Strong background in IT Operations industry best practices and keeping abreast of changes in industry
Motivational and change management capabilities to develop skills and coverage at both the individual and team level
Ability to continuously review and assess coverage in collaboration with Agenda managers in order to allocate resources as determined by client key initiatives and strategic investment
Inspire and drive forward collaborative strategic thinking. Ensure team delivers highly relevant, quality, thought leading, actionable research output targeted at constituency roles
Coach team to delight clients in all types of client interactions including developing presentation skills and maximizing POCs and inquiry value and impact
Optimize resource management to maximize NCVI and Gartner’s financial performance. Direct and oversee analysts' workload to meet Research's growth objectives
Contribute to Research’ strategic objectives by optimizing resource to support Agenda Managers in addressing key initiatives for target roles within structured agendas
Demonstrate outstanding first team collaboration with and support of peers and ensure the team does too
Support the GTM in all areas of the business. Demonstrate innovation and initiative. Fulfill assigned ad hoc management projects on time and deliver high quality
Drive, direct and ensure on-time and high-quality fulfilment of each relevant research deliverable. Provide high quality, timely TM review of documents and presentations to ensure quality and actionability
Manage performance, drive a high performance, collaborative culture and oversee and manage remuneration across multiple geographies
Ensure team members are being effectively leveraged and supporting the sales organization according to POC process. Direct and assign resources to effectively respond to POCs and CED requests in a timely manner
Support business development initiatives in collaboration with sales and htttp product leads. Maintain and grow relationships with senior client executives
Hire, develop and retain top talent. Be sensitive to cultural differences and excel in managing a globally dispersed, remote team
Drive collaboration – exemplify collaboration and first team behavior and ensure the team does too
Manage expenses prudently to ensure budget and guideline compliance
Ensure team follows Gartner processes

107

Senior Tech Spt IT Operations Resume Examples & Samples

Coordinates as smart hands with different portfolio and engineering workgroups
Prepare, maintain and submit reports and applicable records of computer hardware and software inventory by site and system
Perform checks and ensure that antivirus definition, Microsoft patches are updated as outlined by
Desktop Engineering
Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred

108

Analyst, IT Operations Resume Examples & Samples

Proactively monitor,
Add and enhance
Perform root cause
Experience with Network and Server monitoring tools and technology
FORMTEXT Experience in the following preferred

109

IT Operations Manager Resume Examples & Samples

Bachelors in Computer Sciences or Information Technology or related degree
20 + years working in technology field with 10+ years managing and leading teams
Active TS/SCI clearance is required
Must have a US Passport
DoD 8570 IAM Level II Certified (CISM or CISSP)
ITIL Intermediate or Expert
PMP
MCSE
DoD and/or Joint Staff Experience

110

IT Operations Internship Resume Examples & Samples

Experience with the following : Windows, Mac OS, and Active directory
Knowledge and experience with Ticketing systems
You must be self-managed and committed to working in a fast-paced environment
Professional and positive communication skills
Previous internship and/or project experience is a plus
Ability to relocate

111

Virtual IT Operations Engineer Resume Examples & Samples

7+ years of experience in information technology
Experience with Cloud computing systems, including troubleshooting IT related anomalies
Ability to read and comprehend Cloud engineering documentation
BA or BS degree in IT, Information Security, Network Engineering, or a related field
Experience with virtualization technologies, including Vmware vSphere 5 or higher
Experience with administering Cloud technologies
MS degree in IT, Information Security, Network Engineering, or a related field

112

IT Operations Specialist Resume Examples & Samples

Provide follow the Sun support as the tier 2 support
Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment
Play Regional Technical Lead role working closely with Expert Centre to support Global Tech Lead in Technical area activities (problem management, knowledge improvement, take-on…)
Manage or participate in global IT Ops takeons
Knowledge/Experience
SAP / UNIX / Oracle experience an advantage. Have primary understanding on SAP, including the structure & function of each module. Be familiar with Oracle database structure and basic administration task. Oracle OCA/OCP certificate preferred

113

Manager of IT Operations Resume Examples & Samples

Directs work of IT global operations systems engineering group
Directs work of IT global cloud management group
Interfaces with the APAC IT operations & infrastructure lead
Interfaces with UK IT operations & infrastructure lead
Develop strategic planning of IT global operations & infrastructure which include s data centers to support corporate objectives and corporate IT strategy
Staff and execute any IT global operations & infrastructure strategic plans
Operate as member of IT PMO
8Prioritize, evaluate, recommend, schedule and implement requests for IT
Prepare and monitor annual IT global infrastructure operating, capital budgets and chargeback budget
Support IT global integration of acquired companies as needed

114

Analyst, IT Operations Resume Examples & Samples

Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
Effectively monitor and assign received requests for end-user support and service using the help request tracking tool
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
Accurately document instances of hardware failure, repair, installation, and removal
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs
Apply diagnostic utilities to aid in troubleshooting
Liaise with, and provide training and support to, end users and staff on computer operation and other issues
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products
Perform remote analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
If necessary, liaise with third-party support and PC equipment vendors
3-5+ years’ experience in a Global Service Desk, NOC environment or Call Center
Certification in ITIL Foundations, and A+, or Network + a plus
Knowledge of advanced computer hardware, SCCM
Experience with desktop and server operating systems, including Microsoft and MAC
Extensive Microsoft Exchange console experience
Working knowledge of a range of diagnostic utilities
Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly and technical language
Highly self-motivated and directed

115

IT Operations Manager Resume Examples & Samples

Provide leadership and recommendations on improving overall IT management with a particular focus on network security and compliance (HIPAA, FDA, PCI-DSS, SoX)
Serve as an in-house consultant on IT issues including applications management; information and knowledge management; business process alignment
Investigate new technologies that will improve business operations or streamline business processes

116

Senior IT Operations Specialist Resume Examples & Samples

Oversees IT Helpdesk, including prioritizing and troubleshooting helpdesk tickets, engaging vendors as needed. Communicates with end-users (internal and external) on a regular interval until issue(s) are resolved
Provides support to IT Operations Director in areas related to IT service desk and supported solutions
Provides desk side support to corporate users, including audio/visual setup, configuration, and support
Orders Equipment, set-ups new users, and provides support for applications used in the daily operation of the business
Provides direction to assigned resources (both internal and external) on various tasks and projects
Participates in planning, testing, and implementation of enhancements, maintenance and upgrades to relevant platforms and systems, maximizing availability and minimizing resultant problems and issues
Assists in the development and preparation of training plans and IT policies and procedures across areas of responsibility
Provides administrative support and maintenance of the telephone systems
Troubleshoots and configures hardware, Servers, PC’s, and printers
Analyzes IT Helpdesk metrics to proactively identify trends, demonstrate program success and technology performance,
Prepares documentation for end-users support and operations areas. Assists in training and enhancement of user knowledge in relevant areas of responsibility
Maintains knowledge of ongoing trends in relevant platforms and technologies
Maintains relevant industry knowledge regarding products, processes and trends
Competency with Infrastructure technologies, system-level networks, hardware and software
Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines
Ability to read, analyze, and interpret complex technology related documents
Superior written and verbal communication skills to effectively address all levels within the organization
Ability to exercise considerable judgment and discretion in dealing with matters of significance for the company
Bachelor’s degree in management information systems or a closely related field or equivalent combination of education and experience
Minimum 3-5 years technical experience in supporting LAN/WAN environments
Proficient with Active Directory domain administration and the implementation/maintenance of support services in an AD environment
Experience with O365 and managing other cloud applications such as identity management solutions
Experience with SharePoint desired
This position requires on-call availability and periodic off-hours work

117

IT Operations Specialist Resume Examples & Samples

Applications/systems monitoring and administration
Incidents management, troubleshooting and solving technical problems
Communication with system vendors and external service providers
Roll-out of software patches, bugfixes and releases to different environments (Dev, Test, Production)
System documentation maintenance
Keeping systems IS security on a level required by corporate guidelines
Supporting production and collection of compliance evidences

118

Avp-it & Operations Performance Resume Examples & Samples

University graduate with minimum 15 years solid experience in IT and Operations Procurement, Vendor Mgt, Strategic Sourcing and Financial Planning ideally with good exposure to the Financial Services industry
Holder of Professional Certification in Procurement, Vendor Management and Accounting would be a strong advantage
Knowledge of the insurance industry would be an advantage
Knowledge of the latest technology developments and standards would be a plus
A senior individual who is motivated and able to work independently, with minimal supervision
A very competent people manager who can build a high performance team culture within IT & Operations performance
A team player who is able to connect well with peers and interact very successfully with business stakeholder and Regional functions as required
Proficient in English, spoken and written
High integrity and professional work practice and ethic
Good analytical and financial accounting skills, very comfortable with numbers and numerical analysis
Strong report writing skills and the ability to interpret and present data sets for senior management audiences
Good knowledge of Information Risk Mgt and Information Security subjects
Strong teamwork and collaboration capability as well as being self-motivated and able to work independently
Strong team management and team building skills, coaching and mentoring, and people development skills
Good interpersonal communication, management and presentation skills
Strong Project Management skills and knowledge of Project Mgt frameworks and methodologies

119

It-operations Manager Resume Examples & Samples

Manage team of Systems Administrators and Engineers responsible for Data Center Server Farms, Storage, Security, Performance, Capacity, Monitoring & Reporting and over-all hardware/OS life cycle
Develop and report on service health dashboards and status of capacity, uptime, and system performance to senior management
Function as Product Owner for team creating list of user stories to manage and execute against project plans and delivery commitments; manage the day to day activities of the Systems Engineering team
Identify and implement cost reductions, service and productivity improvements in all functional areas
Prepare budget, economic analysis and cost justification for new capital equipment
Management of departmental resources, staffing, mentoring, and enhancing the team to maintain a high performing engineering team
Provide clear role responsibilities, accountabilities and metrics for team members. Perform timely career development reviews for each team member to be used as a basis for determining skill levels, value-added contributions and promotion-performance incentive award
Provide necessary training and leadership to develop expertise

120

General Manager IT Operations Products Resume Examples & Samples

Oversee the strategy, design, implementation, deployment and ongoing development of the IT product portfolio and end-to-end support for the departments and functions listed above to effectively meet the business and information needs of the organization
Collaborate with business units to develop and oversee multi-year technology product roadmap
Manage relationships with external business partners inclusive of contract, budget, and delivery oversight
Responsible for managing to the portfolio operating budget in order to ensure consistency with JetBlue’s cost goals
Partner with IT Enterprise Security to ensure that security policies are followed and enforce. Establishes and maintain controls to safeguard sensitive data
Lead respective IT group operations and planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources
Partner to deliver an IT Strategy and an annual plan to support the business functions aligned to the area of responsibly including a solution and / or application and / or platform services roadmap
Benchmark, analyze, report on, and make recommendations for the improvement and growth within area of the enterprise
Ensure that JetBlue IT and business standards and procedures are maintained in accordance with Company policies and all audit, security and regulatory requirements
Lead and direct team and/or indirect Crewmembers to support the engagement, growth and development of Succession plan for the IT department
Provides 24/7 support for System Operations Center support functions
Bachelor’s Degree in related discipline and/or demonstrated capability to perform job responsibilities through five (5) previous years of experience and education
Five (5) years of Supervisory/Management experience
Three (3) years’ experience managing large portfolios or operating budgets and delivering large scale IT projects
Five (5)years related experience in leading a PMO organization to include portfolio management, project delivery, and business partner management
Knowledge of technology fundamentals and concepts; Microsoft technologies preferred
Experience managing a budget
Experience managing a full project or initiative, including presenting recommendations to senior leadership
Thorough knowledge of business function and thorough knowledge of business operations, objectives and strategies
Available for moderate overnight travel including (up to 35%)
Able to report to the Long Island City Support Center (LSC) within 2 hours of being notified
In possession of valid travel documents with the ability to travel in and out of the United States
Able to work flexible hours and be available for emergency response on short notice
Able to pass a ten (10) year background check and pre-employment drug test
Exposure to JetBlue’s IT disciplines and interdependencies and business units and how their needs drive IT strategy
Exposure to JetBlue’s
Demonstrated proficiency with enterprise and systems relating to system, airport, technical, flight operations, and safety and security operations
Knowledge of IT Infrastructure including hardware/software, datacenter operations and operating systems
Demonstrated vulnerability and/or threat centric approach to managing risk
Strong knowledge of new and emerging operations technologies available in the market place and a proven ability to critically evaluate same
Demonstrated ability to translate technical knowledge into business terms and present operational information to executive leadership
Hands-on technologist: In depth knowledge of system, airport, technical, flight operations, safety and security operations
In depth knowledge of Incident Response, Incident Management, Forensics processes and technology
Experience leading a team of technical and support engineers in a 24x7x365 environment
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards

121

IT Operations Technician Resume Examples & Samples

Highly effective at troubleshooting Layer 1-3 issues (physical, data link and network layers)
Responsible for fiber testing, light testing, continuity – Transmit/Receive, DB Loss Level, head-to-head testing
Must have working knowledge of tools such as ping, traceroute, telnet and nslookup
2 to 3 years experience with the installation and terminating of CAT5e, CAT6, Fiber (Multi & Single Mode) and Coaxial cable
Thorough understanding of TIA/EIA-568 and IEEE 802.3 Ethernet fundamentals
Experience in Structured Cabling. Gather customer requirements, design, install, test and document. To include terminating fiber, connectors (LC/SC, GBIC), dressing and terminating distribution panels/patching, rack and stack, physically able to put together server racks
Security clearance via Government or other agency background check may be required for customer support
Utilizing internal systems (Visio, Remedy, and Vantive)
Excellent communication and organizational skills are required

122

IT Operations Technicican Resume Examples & Samples

Work directly with the customer and/or support staff to Isolate and troubleshoot as necessary
Support customer requests through a ticket system
Manage and prepare incoming and outgoing customer tape backups/rotations and offsite transfers
Assume monitoring role for all critical systems. Provide visibility and support to the Facilities team
Follow all Global policies and procedures. In accordance with escalating events in a timely manner to the appropriate team
Perform and execute installation/de-installation projects that would include the racking and stacking of hardware equipment, up to and including cage decommission
Lifting of hardware equipment required up to and in excess of 50 pounds. To include standing, bending and kneeling as needed to perform this task. Server lifts can be utilized where applicable
Responsible for the installation and troubleshooting of all copper and fiber customer cross connects
Assist customers with after-hours shipping and receiving if applicable
Employee may be assigned to work overtime depending on workload requirements
Perform additional duties such as: Monitor and control access to the Data Center, cleanliness and appearance of raised floor (including physical clean-up) and shipping/receiving duties
Working knowledge of all OSI layers, TCP/IP model and associated protocols such as DNS

123

IT Operations Technician Resume Examples & Samples

Ensure the satisfactory activation of client services as indicated by the product definitions and published implementation processes
Perform installation and configuration of the operating system and application layers, of newly ordered Windows or Linux servers either stand alone or virtual within timeframes provided by management. All installations are done via remote tools, no hands on installation is performed
Isolate and resolve both network and physical issues related to activation
Provide technical review of work order prior to implementation (participation in kick-off call)
Perform configuration of CenturyLink managed servers
Work with clients to troubleshoot implementation issues
Participate in an on-call rotation for off-hour implementation issues and maintenance requests
Maintain and update documentation repository
Provide superior customer service to both internal and external clients; being recognized through email and on client NPS (Net Promoter Scores)
Demonstrate a desire to learn new technologies as they arise for continued technical development
Associates degree or equivalent education and relevant experience
Must have 5-8 years related experience or equivalent
Administrative experience with ESX 4.x and 5.x
Administrative experience with Red Hat 5.x, 6.x, 7.x
Strong knowledge of Windows Server 2008 Standard and Enterprise editions, Windows Server 2012
Experience with HP servers
Strong networking background
Knowledge of routers, bridges, switches and VLANs (802.1Q)
Working knowledge of firewalls/access lists and NAT
Experience with Solaris 8-10
Knowledge of Database software (MSSQL, Oracle, MYSQL)
Knowledge of NFS and CIFS
Knowledge of Apache
Experience with load balancers
Experience with storage (3PAR, NetApp)
MCSE, CCNA or other equivalent certification strongly desired

124

IT Operations Technician Resume Examples & Samples

Detailed working knowledge of Microsoft Operating Systems (Windows 2003 & 2008)
Detailed knowledge of VMware and virtual environments
Detailed Knowledge of one or more of the following, Citrix, Microsoft SQL, Exchange, ISA, Netbackup, SCCM
Working knowledge of IIS and web server applications
Working knowledge of Server monitoring
Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
Live within commutable distance of primary office location
A degree in IT, Microsoft professional qualifications or equivalent proven experience in a technical support role

125

Manager of IT Operations & Services Resume Examples & Samples

Responsible for stable and efficient management and operations of the information and communication infrastructure and provided services, including IT security, enforcement of IT policies, data privacy, SOX and IT processes
Responsible for operating an efficient and service-oriented helpdesk to provide support, consulting and training of high quality to our customers
Active participant in annual budget and strategy planning
Manage employment of and maintain an effective liaison with service contractors
Manage key vendors and the IT hardware/software portfolio
Advise users and departments on IT matters and lead cross-departmental IT projects
Be an influential leader responsible for building relationships with business as well as working to design IT solutions and overall IT architecture
Develop and maintain strong and productive relationships with business leaders
Build and nurture relationships with key members of the Global IT team. Work closely in the spirt of cooperation and teamwork

126

IT Operations Data Engineer Resume Examples & Samples

Plans database upgrades by maintaining , evaluating, and improving a transaction processing model
Assesses database performance by developing a protocol for measurement of results and identification of problem areas
Supports database performance by monitoring database performance; evaluating and resolving processing and programming problems; designing database management tools; answering user questions
Secures database by preparing access and control policies and procedures; implementing disaster recovery procedures
Supports application design by contributing expertise to applications, operations, and technical support teams
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
Accomplishes information systems and organization mission by completing related results as needed
Maintains client confidence and protects operations by keeping information confidential
Support users by performing complexes queries to gather expected reports
4 to 6 years of experience in similar position
Strong interest in data architecture, data consolidation
Database Management, Data Maintenance, Decision Making, Problem Solving, Process Improvement, Requirements Analysis, Attention to Detail, Database Security, Developing Standards, Database Performance Tuning, Operating Systems

127

IT Operations Manager Resume Examples & Samples

Operate Major incident and Problem Management processes across CS organization to agreed standards, keeping strong focus on continuous improvement. Handle high impact critical incidents to resolution within shift, managing communication with executive MIS stakeholders and involved resolution teams
Design, implement and operate Operational Dashboard to manage and monitor all background process running and scheduled on the corporate services and system in a model of 24 hours x 7 days
Build strong partnerships and collaboration with key Tier I and Tier III support levels in order to ensure his own team (Tier II) has the necessary knowledge and capability to handle crisis, problem resolution, incident avoidance and automation opportunities
Operation / Service delivery: Ensure Incidents are resolved within SLAs at the right level of quality. Ensure (and co-ordinate when required) critical incident management process to guarantee the quickest recovery (within SLAs) and appropriate communication
Drive Incident avoidance through ensuring event management process is followed and reactive problem management process is efficient. Drive incident reduction through proactive problem management
Co-ordinate service delivery with external vendors
Interface with Commercial department for vendor management
Interface with S&F for budget management and planning; with P&O for recruitment and people development. Participate actively in Hub site management team leading and contributing on agreed actions. Interface with Commercial for any vendor relationship
Responsible for building Effective Team, united behind common Vision and principles. Accountable for supporting Associates engagement. Recruit, develop, and sustain talent pipeline in each region
Ensure proper management of operational take-ons without impacting existing service
Manage assigned global projects to support IT Operations Strategy
Line manage direct reports (set objectives, coaching, organize PDP)
Higher IT Education
Specialized ITSM education and certification
Good understanding of the functional area gained through formal education or good amount of practice
3-5 years experience managing a team delivering IT operations/service
Strong knowledge of one or many Service management and IT Operations methodologies (ITIL, Cobit, MOF, etc)
Successful experience in people and team management
Good understanding of IT technology and IT support processes
Ability to lead activities and teams within a global organisation
Strong English language skills both verbal and written

128

Manager, IT Operations Resume Examples & Samples

Databases : Indepth understanding of databse methodology and extensive experience with DBMS systeems such as Sybase, DB2 and MongoDB, Cassandra etc
High Availability Infrastructure design
Networking technology
Strong technical knowledge of virtualisation and cloud technologies (OpenStack, VMWare)
Operating Systems: Linux (SUSE and RedHat), SUN Solaris and AIX
Systems Management and monitoring software

129

IT Operations Manager Resume Examples & Samples

Manage and report on patch delivery and compliance across the entire server ecosystem to meet required SLAs
Develop monitoring and metrics to improve environment availability
Drive incident resolution from participation in incident troubleshooting sessions through delivery and closure of post-mortems of server-related incidents
Collaborate with engineering teams to drive issue resolutions back into the engineering process
Work with finance and 3rd party vendors to validate monthly consumption reports
Work with multiple IT and business groups to manage demand and allocation of server resources
Management of maintenance agreements
Manage 3rd party vendor operational escalations
Coordinate between operations and engineering teams
Investigate opportunities to leverage automation tools to simply and accelerate the operations process
Communicate and collaborate with partners in the business and 3rd-party providers to ensure customer satisfaction through transparency and issue resolution

130

IT Operations Specialist Resume Examples & Samples

Ability to quickly adapt to supporting emerging technologies and procedural changes
Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
Bachelor’s degree or equivalent education in related fields preferred, not required
Certificates of training in associated fields/equipments, preferred
2-3 years experience in enterprise IT support or service provider experience

131

IT Operations, Managing Director Resume Examples & Samples

10+ years of IT experience in application development, project delivery, offshore and vendor management
Strong understanding of ITIL Service Management
Demonstrated ability to build relationships and work effectively with a diverse group of technical and non-technical individuals at all levels of the organization
Proven track record of successfully leading teams responsible for application support, enhancements and medium to large technology projects in a fast-paced environment
Experience leading technology teams in multiple locations
Self-motivated, results-oriented and flexible with impeccable follow-up, strong delivery focus, positive attitude and collaborative style
Strong problem-solving and decision-making skills as well as poise under pressure
Financial Services industry experience helpful but not required

132

L Oreal , IT Operations Lead Resume Examples & Samples

Serve as one of the key “right-hand” technical hands-on - to the AVP IT Operations for the Americas while providing leadership to the broader teams,
Must possess hands-on operations / DevOps background with minimum of 10+ years’ experience
5 years or more in a global environment

133

IT Operations Manager Resume Examples & Samples

Ensure infrastructure architectures represent current and future business requirements
Articulate key aspects of infrastructure architecture and design through models, documentation, and code
Ensure development teams have a solid understanding of infrastructure designs and execute accordingly
Manage delivery for IT production systems and services
Support infrastructure operations
Technical knowledge on Data and Voice technologies and workstation services. (LAN, WAN, Telephony, OS etc.)
Relationship building skills with customers and stakeholder management
Commercials – Budgeting, tracking expenses, cost reduction process, escalation management, pro-active issue handling, understanding of SLA/OLA
Should be result oriented and able to drive multiple teams to achieve business results
ITIL Process knowledge
Infrastructure (Voice and Data knowledge)
Relationship management
Team and People Management
Knowledge about application operations
Exposure to quality standards like BS7799
Promoting and supporting the industrialization initiatives across accounts
At least 8 years of relevant experience

134

Senior IT Operations Specialist Resume Examples & Samples

A core member of an IT support team operating the Intuit Operations Center (IOC)
365 x 12 x 7 shift-based operational environments providing level 1-2 response to alarms from network, servers, and application system errors
Works on moderately complex assignments where judgment is required in resolving problems and making routine recommendations
Monitors service and incident requests and assigns or resolves tickets as appropriate
Work well with customers, peers, and management within functional areas of Product Infrastructure and/or IOC
Follows IT standards and policies for workflow
Engages vendors for onsite repair where applicable
Provides Hardware Break/Fix solutions for technology assets where applicable
Technical escalation documentation and tracking
Completion of routine service and incident requests within Service Level Objectives
Develops strong cooperative relationships within the IT Tech Group and with other support and IT Teams
Consistently contributes knowledge and content to support organization and shares knowledge with other techs to facilitate professional and technical development
Applying Systematic problem solving method for incident resolution
Applies basic scripting skills (e.g. Perl, Windows Command Shell, DOS, Visual Basic, etc.)

135

IT Operations Manager Resume Examples & Samples

A support team responsible for day to day administration, monitoring and stability of our systems including the on boarding of new partners that integrate with our systems
An outsourced business intelligence team responsible for developing ad-hoc reports and the support of batch process which populate our data warehouse
A transition team composed of a service transition analyst and a service architect
Agencies who contact the hiring manager directly regarding this role will be removed from the PSL or banned from it moving forward*

136

IT Operations Technician Resume Examples & Samples

Work shift schedules in a 24 X 7 X 365 operation,
Multi-task effectively under frequently stressful situations,
Triage customer issues quickly and work with other teams to resolve those issues,
Demonstrate excellent interpersonal and customer-relations skills

137

IT Operations Technician Resume Examples & Samples

Work directly with the customer (internal and external), conduct problem identification and troubleshoot activities, as necessary, to isolate the root cause of a problem
Resolve or escalate problems upwards, following guidelines. Communicate problem resolution status to the customer, co-ordinate timeframes for call backs or resolution and the assignment of priorities with the Operations Centre
Prepare & install co-location cabinets for clients
Installation/de-installation of client and infrastructure equipment
Provision of all cabling within Data Centre facilities
Perform onsite Data Centre support including monitoring electrical power systems, systems & security alarms, asset management-tagging, documentation-logs, vendor escorts, be the primary contact for Customer Project Managers and the Operations Centre
Perform IDC responsibilities: Telco duties that include laying, terminating and testing both Cat5/6, co-axial and Fiber Optic cable
Perform audits, maintain portal records and other appropriate tools
Install network CPE at client sites and perform breakfix/hands activities at client sites and other facilities
Manage and prepare incoming and outgoing customer tape backups. Performing daily tape rotation tasks
Support and communicate customer billable requests through a trouble ticket system
Provide customer support to external clients at their sites
Provide visibility and support to the Facilities team when monitoring the Data Center’s building controls
Perform and execute installation projects
When required, escalate events in a timely manner to the appropriate team according to proper procedures
Maintain documentation of network systems infrastructure, cross connects and circuit audits
Assist customers with after hours shipping and receiving
Monitor and control access to the Data Center to prevent unauthorized access
2+ years of operational experience and technical experience in an IT environment

138

Assistance Manager IT Operations Resume Examples & Samples

Bachelor degree in Computer Science or Masters degree in Computer Science or related
Excellent knowledge of MS SQL DB (queries, stored procedures, etc) in SQL Server 2005/2008/2012
Excellent knowledge of MS SQL SSIS, SSRS
Familiar with IIS, Glassfish, Tomcat product and experience on the web app deployment, configuration and system log traceing
Advance in Problem solving skill
Business and technical documentation skills
Familiar with Software lifecycle understanding
Strong interpersonal skill
Advance in working with ITSM process
Experience in IT Application Operations role
Experience in automotive finance Industry ( Perfered)
Experience in Project management

139

Manager, IT Operations Resume Examples & Samples

Ensures the operation is in accordance with the established procedures and practices, that OLA’s are achieved and that the service is fully operational 24/7/365
Implements policy and process changes and ensures procedures are continuously improved
Monitors the performance of support personnel, reviewing response times, incident and event logs and trends in incidents reported
Support global IT services in the delivery and configuration of monitoring standards
Ensures the equipment required to provide the service, is fully operational and that business continuity objectives can be met
Selects, develops, and evaluates personnel to ensure the efficient operation of the service
Communicates effectively with Senior Stakeholders
Experience implementing ITSM tools
8 to 10 years of IT Operations experience in a MNC, with three or more years of managerial experience
Sound knowledge in configuration management / controls / compliance
Bachelor’s degree in business or computer science
Flexible to work in shifts to cover global time zones (Work from Home option available)

140

Usace IT Operations Center Technician Resume Examples & Samples

Monitoring for outages on the data circuits used by the Corps, and working with the data circuit providers to ensure timely resolution
Performing basic remote troubleshooting and interacting with customers to investigate issues affecting network routers, switches, gateways, firewalls, cabling, and telco CSU/DSUs
Providing Tier 2 support to customers by processing incoming trouble tickets from the Enterprise Service Desk, and by processing emails from customers delivered to a shared team email inbox. This includes calling the customer to gather information about reported issues, contacting the customer to answer questions, and by escalating to specialized Data Center teams as needed
Communicating regular updates to customers discussing the status of site-specific service interruptions and outages
Fully documenting reported issues in the Remedy trouble ticket system, including customer contact information, symptom descriptions, troubleshooting steps taken, dates and times of each development in the case, plans for additional steps to be taken, and issue resolution. Includes sending emailed updates for each new development to the impacted customers
Publicizing the occurrence of large scale outages to customers across the Corps, including providing regular status updates, and publishing root-cause statements, via email and online
Create and post online daily SITREP reports for management showing all on-going unplanned outages and upcoming scheduled maintenance
Representing ACE-IT, the Army Corps of Engineers’ IT organization, in a professional manner, meeting/exceeding customer expectations for responsiveness, competence, friendliness and integrity
Handling multiple projects and responsibilities simultaneously, and shifting priorities in accordance with changing customer requirements
Ensuring that documents are prepared in accordance with contract and company standards, including completeness, legibility, professionalism, and using correct grammar, spelling, and punctuation
Performing other duties and assignments as required

141

Director IT Operations Resume Examples & Samples

Take the processes and frameworks in IT Operations to the next level, preparing for a larger Klarna
Set the strategic plan for development of the hyper-converged infrastructure assets in Klarna
Build a framework for common provisioning, life-cycle management, sunset and monitoring of infrastructure assets hosted on premise or in cloud
Secure a stable, scalable and modern IT Operations delivery
Ensured a strong business engagement and strategic IT Operations
Viewed as a senior leader and safe harbor/anchor in a very dynamic environment

142

Analyst IT Operations Resume Examples & Samples

Coordinates as smart hands with different technology workgroups
Attends to break/fix engagement as required by the Situation Management for technology related problems and issues received from both internal and external clients
Perform hardware and software upgrades to peripheral equipment
Attend to break/fix engagement as required by Situation Management for technology related problems and issues received from both internal and external clients
Prepares, maintains and submits reports and applicable records of computer hardware and software inventory by site and system
Perform site maintenance and safety checks of assigned equipment
Bachelor's Degree in related field from a four-year college or university with two to four years of experience preferred
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
Self-starter, sense of urgency, and works well under pressure
Sense of professionalism and ability to develop relationships

143

Senior Manager, IT Operations Resume Examples & Samples

10+ years experience in technology solutions delivery, including release & environment management
5+ years experience with continuous integration, automated deployment, test automation, and monitoring technologies and techniques
Ability to manage multiple, broad and highly complex, large teams and/or projects that vary in scope
Adeptness in setting direction at an operational level, work autonomously in the management of the unit and collaborate with other business heads to establish and execute on common goals
Direct or manage large-scale applications, systems and projects across multiple product and business lines that are of significant scope and complexity
Can quickly understand strategic direction (including financials) and champion TD alliances and advocate for operational improvements to enhance value to the business
Highly proficient in development of resolutions, plans and strategies for operational advancement
Confidence and willingness to serve as primary contact internally and externally
Drive to enhance your knowledge and expertise by staying abreast of industry and business trends

144

Intern IT Operations Resume Examples & Samples

Assist with first level technical support for Boyd Team Members
Document and escalate incidents, problems, and service requests
Configure Boyd applications and devices such as Outlook, iSeries, printers, embossers, and scanners
Participate in IT related meetings and conference calls
Minimum age 21
Undergraduates must be entering their senior year
Be currently enrolled in an accredited college or university and obtaining an undergraduate in Information Technology, Computer Science, or a similar degree
Have at least a 3.0 GPA (be able to submit current transcript for verification purposes)
Students must receive school credit for completing an internship with the Company
Must have strong communication skills and proficiency in English (both oral and written)
Ability to communicate and interact with team members of all levels
Have proof of eligibility to work in the United States
Must be able to obtain and pay for any required licensing
Experience with Office 365 products such as Office Applications, One Drive, SharePoint
Prior experience in documenting and escalating incidents, problems, and service requests
Some prior work experience in a customer-service related role
Current transcript (an unofficial transcript is acceptable)
Cover letter (no longer than 2 pages) that addresses the 3 following questions
What skills do you want to gain from this internship experience?
Tell us about some of your school involvements and how they relate to this position
What single quality attracted you to Boyd Gaming?

145

IT Operations Specialist Resume Examples & Samples

Provide support for the creation, deployment and support of Lotus Notes accounts
Troubleshoot any issue related to access or usage of IBM Notes email or applications
Provide general support for the Fluor email environments and other related areas within IT
Produce support documentation for Help Desk and end users
Provide on going administrative support for IBM Notes accounts, including problem resolution and troubleshooting
Interface with other Fluor and external support resources related to this area
Review and monitor metrics generated for this environment

146

Senior IT Operations Specialist Resume Examples & Samples

Provide support for the creation, deployment and support of Lotus Notes user interfaces
Provide general support for the Fluor email environments and other areas within End User Services
Produce documentation for Help Desk and End Users
Initiate and direct the upgrade of IBM Notes software as necessary
Determine IBM Notes client configuration and setup parameters
Evaluate and Troubleshoot iNotes from multiple web browsers
Support and assist with Email Disaster Recovery processes and systems
Review and monitor for orphan or missing failover mailfiles
Interface with IBM IGS support of the Fluor infrastructure
;Establish and maintain processes to capture and produce Groupware related metrics
Review and monitor metrics generated for Groupware Messaging environment
Need to be available after normal business hours on occasion to help address a serious system outage or complete/validate off-hour upgrades or changes
May be expected to occasionally travel to the Fluor Greenville offices
Strong troubleshooting skills and the ability to work with cross-functional teams on problem solving
Ability to take ownership of an issue and work closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately
Strong written and verbal communication skills (technical and non-technical)
Able to articulate ideas and listen effectively
Strong team-oriented interpersonal skills
Positive attitude and self motivation
Strong analytical, problem solving and conceptual skills
Time management skills, able to multi-task, effectively prioritize work and stay well organized
Excellent work ethic and willingness to put in extra effort and time as required
Effectively adapts to rapidly changing technology and applies it to business need
Must be able to follow company published policies and procedures

147

Analyst, IT Operations Resume Examples & Samples

Install, upgrade,
Assist in the planning,
Broad comprehension of database and

148

IT Operations Technician Resume Examples & Samples

Demonstrate a basic understanding of Layer 3 routing, TCP/IP and BGP
Perform Layer 2 & 3 troubleshooting
Must have working knowledge of tools such as ping, traceroute and nslookup
Experience with the installation and terminating of CAT5e, CAT6, Fiber (Multi & Single Mode) and Coaxial cable
Highly effective at troubleshooting Layer 1 issues that are required to support 56K, Metro-E, T-1, DS-3, and Optical circuits
College preferred not required, 2+ years of operational and technical experience in an IT environment required
IT Certifications such as CCNA and MCSE are desired
Shift is 3nd Shift, Days and hours are not yet defined

149

Director, IT Operations & Infrastructure Resume Examples & Samples

Works with company leadership to establish a strategy for IT Operations & Infrastructure ensuring a stable, secure, and cost effective infrastructure in alignment with and in support of the overall IT and corporate strategies
Creates, implements and manages operational plans supporting the IT strategy
Responsible for managing and reviewing the performance of IT Operations & Infrastructure group on a monthly basis
Builds a stable and durable department that can learn and adapt to technology and industry changes
Participates in the annual capital and operating budgeting process representing IT Operations and Infrastructure
Responsible for the management of incidents, ensuring incidents are resolved efficiently and, working across functions, establish the root cause. Provides strategic input to ensure any underlying issues are fully remediated and owns any actions that are raised through the various audit processes to ensure they are fully remediated
Provides the principle IT support of the corporate crisis management team
Management and leadership experience - 8+ Years IT Infrastructure/Data Center operations experience; 5+ IT Management experience
Demonstrated organizational leadership
Comfortably interacts, communicates and collaborates with senior management
Demonstrated ability to define infrastructure and operational needs, assess alternatives and determine and communicate recommendations. This includes the creation of plans, financial projections, etc
Technical environment experience Windows Server 2K3, 2K8 and 2K12 implementation, configuration, and support; VMWare 5.5 implementation, configuration, and support; Microsoft Active Directory and Active Batch; LanDesk incident management; Exchange 2010 architecture and maintenance; Management experience in storage technologies including NetApp, EMC, and Avamar; Security/audit tools (SAP GRC and RSA Archer) and applications and their integration into data center operations and infrastructure; Technical understanding of networking design and corporate networks including MPLS and network topologies (Citrix and SolarWinds)

150

Analyst, IT Operations Center Resume Examples & Samples

Ensures events and requests are assessed correctly and that appropriate escalation takes place
Recommends strategies and or enhancements to increase employee productivity
Maintain technical knowledge regarding existing and newly released VeriFone services
Knowledge of IT Infrastructure and Application Performance monitoring tools
Good and clear written English language
Knowledge of configuration management / controls / compliance

151

IT Operations Specialist Resume Examples & Samples

Heavy experience in PC and MAC operating systems hardware and software
Working knowledge of Network Operations - wiring and cabling standards, networking topologies and protocols (CCNA a plus!)
Excellent verbal and written communication skills (show us your master documentation abilities!)
In-depth knowledge of Microsoft Office and Adobe products
Extensive experience with local vendor management and negotiation
Self-directed, able to work with minimal supervision
Top notch problem solving skills
Available for on-call support whenever needed
Excellent language skills in both English and Romanian

152

IT Operations Manager Resume Examples & Samples

Provide input for strategic IT planning, including technical guidance and application support for all locations, to ensure alignment with business needs
Create, implement and manage the IT Operations processes for core services, including but not limited to SLAs, Incident Management, Problem Management and Service Catalog, to identify, remediate and resolve all operational incidents, within established service levels, to ensure optimal business benefit
Manage and develop the IT Operations team (help desk, Group IT Managers and application operations staff) to ensure efficient and effective operations and excellent customer service
Develop, communicate, and enforce company IT policies, standards and procedures, to the IT operations team, to ensure alignment and consistency
Manage the day-to-day operations of availability, performance, compliance and costs of applications and infrastructure in production, including support in the event of interruptions in service (restoration of service) and break/fix support in the event of outright service failures to meet availability, performance and communication commitments
Manage the coordination, setup, maintenance and/or teardowns of business/technology projects, with the IT Operations team, to realize project objectives
Manage demand & service delivery with suppliers and partners applications support, along with IT operations team, to ensure business demand translates into effective resource and capacity planning
Implement IT Infrastructure Library (ITIL) processes and tools, including continuously reviewing and improving the processes, to ensure standardization and predictable performance
Assist with the financials, (including budgeting, cost analysis and forecasting) for SLA’s, for each service, to ensure suitable investments are made
Provide guidance to Business Unit management to determine future IT needs at the location, enterprise initiatives, budgets, forecasts, licensing and asset rotation to ensure profitability and alignment with the company’s goals and objectives
8+ years IT operations management experience in a large, multi-site business environment
Experience in supporting various technologies, including but not limited to ERP, Oracle, Microsoft, SharePoint, Business Intelligence, hardware & network, cloud based applications, mobile devices and applications, desktop support and local applications
Ability to learn new technologies and systems quickly
Proven ability to plan, forecast and manage financial budgets
Sound decision making ability with the experience to balance consensus against authority as appropriate
Team player, with strong collaboration, presentation and influencing skills, who can operate effectively within a matrix management environment
Ability to influence, train, mentor and leverage the skills of others
Proven business acumen including the ability to work and communicate with all levels of the organization
Strong team building and facilitation skills that include bringing people together from various disciplines, experience, and geographies to work toward a common goal
Ability to manage, direct, and provide guidance/leadership to staff in remote locations
Comply, understand, and support corporate safety initiatives to ensure a safe work environment
Travel, including overnight, required on an as needed basis

153

IT & Operations Manager Resume Examples & Samples

Experience of managing an IT Support function
A background in large systems administration, software or hardware
Experience in support services
Experience in multi-discipline and complex projects
Transport infrastructure industry and related systems experience would be highly regarded
A professional engineering degree or relevant industry experience required
PMP/PMI or equivalent qualifications are desirable

154

IT Operations Analytics Intern Resume Examples & Samples

Contributing to a designated project or initiative to meet a KP business objective
Project management - planning, execution, and measurement
0 GPA or above
Intermediate MS Office skills (Macros, Pivot tables)
SQL database skills (optional)
System analysis skills, analytic skills (optional)
ITIL (optional)
Desired majors: Management Information Systems, Math, Statistics, Economics or related

155

Senior Director, IT Operations Resume Examples & Samples

Collaborates with other members of the IT leadership team to develop IT strategy and organization structure in alignment with Corporate Strategy and goals
Collaborate with IT leadership to establish and manage IT budget and capital plan
Engage and develop relationships with leaders across the global organization to understand functional business requirements and identify opportunities for appropriately enhancing IT services
Help to transform the IT Operations discipline at Teradata; redefining IT services mainly focused on “keeping the lights on” to an organization that is service oriented, client enabling, and drives direct value into the business through the execution of transformational initiatives and introduction of differentiating technologies and services
Establish appropriate operational metrics and executive dashboards to ensure Executive Leadership is appropriately inform on the health of systems critical to supporting business operations
Implement solutions, processes, and programs to increase support and enable Teradata’s workforce
Review current contracts with major vendors and service providers to ensure Teradata is receiving the absolute best value both from a pricing and performance perspective
Responsible for the development, review, and certification of all back-up and disaster recovery procedures and plans
Identify emerging information technologies to be assimilated, integrated, and introduced within the company
Assess new computing technologies to determine potential value for the company
Responsible for assessing current data center facilities to ascertain effectiveness from a cost, performance, compliance, and security perspective
Build business cases and present recommendations for modernizing IT services and infrastructure globally. Set clear technical vision and roadmap for Teradata IT Infrastructure and operations with the end result being more efficient, and cost effective solutions that enable our clients to operate more effectively
Instill operational excellence and lead team members to think progressively/innovatively to achieve overall objectives
Lead staff in a global environment promoting career development, mentorship, and coaching
Minimum 15+ years of industry experience in a complex global organization with 7+ years’ experience directing, leading, and mentoring teams
Minimum of 7 years’ experience in a leadership role(s) at the Sr. Director / Director level
Prior experience optimizing IT operations and Infrastructure on a global scale
Demonstrated ability directing teams to deliver large scale transformational projects
Deep understanding of orgainzational models with proven ability to optimize the organization to best fit the business
Seen as a change agent who continuously looks for new progressive ways to optimize operations and service delivery
Ability to build and maintain strong relationships across business units and geographies
Ability to consider upstream and downstream process impacts and implications
Ability to establish and manage priorities in a high pace environment
Proven ability to execute swiftly without compromising quality
Exhibits acute business acumen and understanding of organizational issues and challenges
Versatility and willingness to work with constantly changing priorities with enthusiasm
Executive presence, strong verbal and written communication skills
Strong data analysis and problem solving skills

156

Manager, IT Operations Resume Examples & Samples

Manages technical workgroup to ensure operational performance standards are met to support Company and department performance objectives
Administers team process and procedure
Develops Goals and Objectives for staff
Executes strategies and tactics to achieve increasing operational productivity and efficiency
Minimum of 10 years' experience managing high-availability hosting solutions
Minimum of 4 years supervisory experience managing a technical team

157

IT Operations Manager Resume Examples & Samples

Bachelor's Degree in Information Technology, Computer Science or a related field and 9+ years of professional experience
Master’s Degree considered a plus
8+ years of demonstrated and progressive IT experience working on projects or programs, including at least 4 years of managing technical environments of similar scope in an Infrastructure Operations and Maintenance
Experience developing and managing Key Performance Indicators (KPI) and service level agreements (SLAs)
Knowledge of and experience with a broad spectrum of technologies and platforms including UNIX, Windows, Oracle, storage, Exchange, Cisco, and others
Experience and/or familiarity with Change Management, Release Management, and Project Management
Must have familiarity with information security tools, processes, and principles for large IT infrastructures
ITIL V3 Foundation
Other Technical certifications, CISSP, Cloud experience

158

Major Incident Manager, IT Operations Resume Examples & Samples

Ability to manage multiple teams and/or projects (including financials) with increasing degree of complexity and broad scope
Sound management techniques, experience in problem resolution and development of strategies for operational improvement
Drive to boost your knowledge and expertise by staying abreast of industry and business trends
Willingness to work closely and effectively with clients, stay connected to business needs and direction
ITIL v3 preferred

159

Senior Manager, IT Operations Resume Examples & Samples

Undergraduate Degree or Technical Certificate in a related field,Information Technology
10+ years relevant experience
Ability to communicate and make recommendations to upper management
Ability to effectively present information and respond to questions from peers and management
Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Ability to implement and maintain process improvements

160

Senior Director, IT Operations Resume Examples & Samples

Liaise with Product areas to measure and report IT effectiveness
Maintain the IT Department’s book of policies and procedures, draft additional policies and procedures as needed, and assess adherence on a regular basis
Drive cross-functional 'events' including application deep dives and Peak Season readiness
Connect people, process and technology for IT Operations, sharing information related to business and IT strategy across the appropriate groups
Execute project activities (e.g. Monitoring, Storage Strategies, Performance, etc…..)
Collaborate with other leaders within the IT organization to establish, communicate, and implement strategic capabilities and measure initiatives going forward
Document and track plan to actual monthly and quarterly summary information and provide spot analysis when requested
Maintaining a repository of software, hardware and maintenance agreements as well as provide updates at each renewal period
Map current state process flows, identify any opportunities for efficiencies or gap remediation, and work with IT management to implement an improved future state
Work with Procurement to develop RFIs, RFPs and competitive quotes as needed. Establish guidelines needed to identify and qualify vendors based on request proposals. Manage all aspects of the process from soliciting vendor responses to RFI/RFP scoring and vendor/product selection
Gather proper billing count and confirm contract price per unit for Smartsource IT Clients
Manage Offshore function to drive up overall usage and functions
Maintain a record of hardware inventory, licensing, and purchases for IT as a whole in partnership with procurement
Provide required licensing or billing reports to Client’s accounting or technical teams
Process technical orders following the Client’s billing process and procedures
Assist Cloud Desktop Support as needed with email orders, licensing questions, or quote requests
Create monthly SLR reports for ticket count, time resolution, and project completion
Participate on technical projects as needed for internal or external customers
Track billable time in appropriate time reporting system
Assist with completing required Smartsource IT Client reporting by fifth business day monthly
Establish and maintain a positive professional relationship with internal and external customers
At least 5 years prior experience leading a cross function team
Experience with gathering metrics and reporting them to Corporate Standards (e.g. Orbs)
Experience working in a large, global, matrixed environment
Results oriented with a high level of emotional intelligence, strong communication and interpersonal skills, outstanding collaboration, strong influencing and consensus building
Experience in Managing Vendors and working with a procurement function to build out Vendor Roadmaps and Scorecards
Budgeting experience to work with Finance
Demonstrated ability to develop financial models needed to support IT cost estimates and provide multiple scenarios that represent current industry trends
Ability to define and implement new and currentprocedures and processes quickly
Able to work with little supervision, but knowing when to escalate problems
Excellent language and communication skills (written and verbal)
Excellent customer service skills and telephone etiquette required
Demonstrate patience and overall courteous behavior when working with internal and external customers
Demonstrated ability to work effectively with customers during high-pressure situations
Ability to work in a fast-paced, deadline and customer oriented environment
Intermediate to Advanced knowledge of Microsoft Office products including Excel, Word and Internet Explorer
Bachelor degree in Computer Science, Finance, Accounting or General Business preferred

161

Head of IT Operations Resume Examples & Samples

Defines objectives, frameworks, and metrics for the IT strategic planning process
Responsible for managing IT strategy, planning, and IT communications teams to a high standard of performance
Monitors value metrics to make informed decisions that maximize returns across IT investments
Drives and contributes to IT workforce strategy, including analyzing trends and business strategy to forecast critical skills and resource gaps
Assists with defining, managing and implementing the long term strategic product and service roadmap. They will facilitate the design, implementation, management and communication of customer focused strategic business plans
Works alongside functional groups and development teams to deliver against product and service goals and business requirements
Focuses on continuous process improvement and user satisfaction by increasing IT’s value through innovation and emerging technologies
Ensures that the customer is put at the centre of all IT deliveries to ensure the delivery of Pets at the centre of everything IT delivers
Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels
Expert in IT strategic planning, communications, and financial management
Expert in IT governance formulation and organizational change management
Proven track record of successful team leadership and development
Past hands on experience of delivering Products and Services
Ability to evolve with rapidly changing environment and anticipate changes in technology
Proven track record of delivering mobile based or customer centric technology
Extensive experience in IT management, line of business management, or corporate strategy roles
Proven track record of people management experience
Experience in non-IT roles preferred

162

IT Operations Specialist Resume Examples & Samples

Office organization and administrative ability
Able to train others in use of dashboards and metrics
Able to work independently, manage schedule and deliver results on time
Developments and implementations effective system processes
Aligns with strategic goals to ensure work is delivering long term value
Supports manager with coordination of projects and project plans
Ensures processes end products are consistent with initial requirements
Run reports and review for errors in order to investigate and implement fixes
Facilitate meetings and provide clear agendas
Use business knowledge to determine ROI of implementing improvements
Provide plans for practical application of strategy and implementation across operations
2 year degree required
IT Service Desk or Customer Service Desk Experience
Able to work on Windows based operating systems
Working knowledgeable of Microsoft products: Outlook, SharePoint, PowerPoint
People person who can collaborate and train others
ServiceNow experience is preferred
SharePoint 2013 experience is preferred
ITIL Foundational understanding is preferred

163

Experienced IT Operations Manager Resume Examples & Samples

Ensure daily operation of the services delivered by our Operations Centre
Assume the management responsibility for the resources on duty
Handle escalations and prioritisations
Act as major incident manager
Have extensive experience from a similar role in a similarly sized organisation
Have a master's degree or other relevant training
Have a background as manager, project manager or other relevant management experience
Have extensive experience with application management/operation and good knowledge of infrastructure operation
Are willing to assume responsibility, take the lead and ultimately make the tough decisions
Speak and write English fluently

164

Public Sector IT Operations Manager Resume Examples & Samples

IT Service Management processes as defined in the ITIL framework
IT Control Objectives as defined in the COBIT framework
Process improvement methodologies such as, but not limited to, Six Sigma
IT operations infrastructure technologies, including platform, storage and network
IT application development methodologies such as SDLC and Scrum; and,
IT application support processes. Prior success in roles involving offshore vendor management experience is preferred
Utilizing various technologies to collaborate virtually, including Microsoft Office

165

IT Operations Specialist Resume Examples & Samples

Maintain critical planning, monitoring, and reporting processes as well as required documentation, for the timely coordination and completion of project tasks
Translate customer and business requirements into practical and affordable solutions
Coordinate, direct, and lead project status meetings, confirm milestones, and ensure goals are achieved
Ensure that project deliverables and schedules are met by technical resources; manage escalation to the appropriate IT resource management when needed; provide feedback to technical resource manager on the performance of technical staff
Participate with cross-functional team members in issue identification, process impacts, and solution development discussions to optimize end-to-end solutions
Leverage outside vendors, contactors, technical teams, and other departments to drive for results
Accredited degree or global equivalent in Computer Science or related discipline
Experience in computer systems or Information Technology (IT) support, with technical proficiency in operating systems and programming languages
Excellent analytical, technical, planning, and organizational skills

166

IT Operations Technician Resume Examples & Samples

Minimum of a high school diploma/GED ( a bachelor's degree in a business, agriculture or related field is desirable)
Ability to relocate within your district if necessary
Perform and execute principle responsibilities
Process information / merchandise through system and POS Register system
Read, write, and count to accurately complete all documentation
Freely access all areas of the store including selling floor, side lot, stock area and register area
Operate and use all equipment necessary to run a store such as a dolly, hand-truck, forklift, computer and cash register
Squat, bend, stoop and climb ladders
Travel to other store locations and to company functions

167

IT Operations Manager Resume Examples & Samples

Sound knowledge of IT and global enterprise systems
Set up of IT Service Monitoring, Component Monitoring, E2E Service Monitoring
Defining, analyzing, planning and measuring KPIs as well as improving all aspects of the availability of our platforms
Ensuring that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability
Ability to work effectively under tight deadlines, ability to work independently as well as part of a team
5+ years of experience or equivalent
Master’s degree in Computer Science, Information Technology, or Engineering disciplines
Strong working knowledge and experience with the management of software release processes
Enterprise Java (JEE, especially WebSphere Application Server), database (especially DB2) as well as ESB (WSO2) knowledge
Knowledge of ITIL Framework and HP ALM
Expertise across applications, system integration, and operations with multiple architectures in complex environments
Experience in the development or validation of embedded systems in the automotive or consumer electronics industries, or similar experience
Detail oriented, team player with excellent organization and communication skills
Ability to work in a global environment across multiple time zones

168

IT Operations Manager Resume Examples & Samples

Acquire, maintain and share deep knowledge of the physical infrastructure in terms of both the implementation and intent of the system
Contribute to the detailed planning of platform changes in collaboration with the local release manager
Assign and execute necessary tasks to implement changes and updates
Collaborate with operations managers in other regional offices, to continuously improve operations processes and results
Participate in team meetings by effectively communicating the status of active projects and identifying any impediments to progress
Deliver prescribed reports and maintain effective communication to all relevant stakeholders
Provide instruction, guidance, and mentor junior employees on all project related tasks as required

169

IT Operations Manager Resume Examples & Samples

Minimum five years’ progressive experience and at least one year recent and relevant experience in an information systems management role (with direct reports) having responsibility for engineering or support
Technical background including a BS degree in CS, CIS, or related discipline. Any combination of educational and work experience that would be equivalent to the stated minimum requirements would qualify for consideration of this position
Solid understanding of the ITSM principles and how to apply them in real world environments
Deep and proven knowledge in at least two of the following technologies (vendor certifications are preferred)
Data Networking - Routing, Switching, VoIP and External carrier management / troubleshooting
Servers and Storage technologies including Cisco UCS and EMC technology stack
Virtualization technologies, including service automation using vRealize suite and industry standard tools
SQL database technology in a large enterprise environments with complex replication strategies
Exchange server and messaging technologies including office 365
Unified Communications technologies including web, audio and video conferencing
Ability to engage in detailed technical discussions, strong analytic reasoning and problem solving skills
Strong time management, research, and troubleshooting skills
Able to work outside of standard hours, including weekends
Ability to think quickly and clearly during an incident impacting multi-million dollar revenues
Excellent written and verbal communication skills. Confident speaker with ability to present, interact, and connect with executives, engineers and technical contacts. Ability to understand and articulate complex concepts in a clear and concise manner
Strong personal desire to improve and expand industry-related knowledge
LI-SS1

170

IT Operations Technician Resume Examples & Samples

Is initial point of contact (phone/emails/webmail) for all customer inquiries
Verifies all contacts against database to ensure that contact is authorized to open a trouble ticket
Acknowledges all incoming email and web ticket inquiries within 15 minutes of receipt
Provides superior customer service to all customers
Effectively coordinates and communicates with other teams
Adheres to customer-specific procedures and Service Level Agreements (SLA)
Monitors all alarm conditions; follows escalation policies and procedures and SEVERITY Level processes
Creates and maintains written procedures
Completes shift turnover at the onset and end of each shift
Is competent with hardware configuration and support including server builds, rack and stacking, equipment and LAN cabling including cross connects
Works directly with vendors as appropriate to fulfill requests and address issues
Monitors all sites utilizing on-line tools and systems such as Solar winds and CA Nimsoft
Understands facility infrastructure specifically to the electrical and mechanical systems used in a data center environments including: Generators, UPS systems, ATS/STS units, PDU units, Chillers, air handling units, CRAC units
Checks Data Center critical areas as defined and reports issues found
Responds to all Data Center alarms per policies and procedures
Performs daily remote hands including tape swaps, DNS changes, Active Directory account creation and password resets, RFCs and other customer requests
Generates customer reports
Strong customer service skills, technical aptitude and attention to detail
Ability to communicate clearly in both verbal and written form
Ability to understand company Severity Levels and adhere to associated escalation process and procedures
Basic ability to identify, diagnose, escalate and/or resolve moderate technical issues pertaining to network and server communications

171

Director, IT Operations Resume Examples & Samples

Evaluates, analyzes and recommends software, hardware and services relevant to the operating needs of the company, as well as individual business units. Responsible for the acquisition, implementation and ongoing maintenance of the company's end user computing, storage and UNIX/AS400 infrastructure
Drive architecture strategy including BC/HA/DR for the overall IT project portfolio as it relates to the IT Operations areas of responsibility
Build and execute Infrastructure integration plans to support new business acquisitions
Conduct proof of concept activities to assist in defining technology direction and enabling business strategy
Create and maintain technical documentation that depicts the technical infrastructure
Provide coaching, mentoring and continuing skills development of staff members in the IT business units
Direct internal and external resources to assure optimal performance, reliability, and scalability of compute and communications systems
Monitor system utilization and resource availability and recommend changes to the technical environment when appropriate
Establish and maintain effective communications with all operational areas internal and external to IT as may be necessary to ensure technology needs are identified and systems resources are available when needed
Motivate, organize, mentor, and manage Infrastructure & Operations team members who are geographically distributed across the country
Provide leadership for delivery of 24/7 service operations and ensure KPI compliance. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT operations
BS/BA degree in Information Systems or related major with 8 years of experience or Associate's degree in Information Systems with 10 years of progressive experience in data center management and Service Delivery
3 or more years of experience managing an enterprise IT computing environment, composed of data center operations, end user support, BC/HA/DR and other data protection activities, and IT Security Operations
5 years of experience in ITIL based Enterprise IT services incident, problem, change & configuration management processes and procedures
Experience in planning, organizing, and managing multiple projects independently. Highly developed oral and written communication and presentation skills. Effective interpersonal and leadership skills. Supervisory experience
Ability to interact effectively in a multi-functional, diverse work environment
Strong leadership and management abilities. Ability to lead cross functional project teams in implementing projects of a complex nature
Demonstrated critical thinking and planning at a strategic, global level. Ability to translate strategic plans into specific objectives, and to create and execute project plans to achieve objectives
Experience in planning, organizing, and managing multiple projects independently. Highly developed oral and written communication and presentation skills. Effective interpersonal and leadership skills
Up to 25% domestic travel may be required
Strong financial management skills in budgeting, forecasting, and cost control
A deep understanding of the interdependent relationship between infrastructure, information security and the applications/services they enable as well as the critical nature of maintaining strong connections between the respective teams within IT
Functional understanding of project management principles and their application to Infrastructure projects and teams. Formal project management expertise preferred, PMP certification a strong plus
Experience designing and architecting High Availability Systems. Experience with designing and administering Redhat Linux, Apache, DHCP/DNS, Microsoft Windows Advanced Server, and SAN/NAS Storage
Experience with Enterprise class Datacenter hardware to include Cisco UCS, EMC VBlock, Extreme I/O, and Pure Storage arrays
Moderate experience with clustering services, high availability solutions and continuous data protection technologies using EMC Avamar/DataDomain
Professional certifications to include one or more of the following: Project Management Professional, MCSE, or CCNA
Experience in a highly-regulated insurance or financial industry a plus

172

Senior Analyst, IT Operations Center Resume Examples & Samples

Ensures the operation is in accordance with the established procedures and practices and that OLA’s are achieved
Contribute to effective shift hand over
Support compliance with corporate direction and team objectives
4 to 6 years of IT Service Operations experience in a MNC Operations Support Center, with two or more years of 2nd line support
Experience in the administration and configuration of IT Infrastructure and Application Performance monitoring tools, CA Infra Manager, Solarwinds, Nagios and Splunk
Good and clear written English language and documentation skills

173

Senior Analyst, IT Operations Center Resume Examples & Samples

Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs
Actively monitor performance dashboards and event queues
Good communication skills
1 to 4 years of IT Service Operations experience in a MNC Operations Support Center

174

Manager, IT Operations Resume Examples & Samples

Maintain continuous control of production Information Systems activities through daily management reports and direct supervision
Manage timely communication to IT and Business community
Supervise operations staff, including career development and training, performance reviews, coaching and counseling and assigning tasks/projects
Ensure creation of all support schedules (includes on-call) for Operations staff (weekly/monthly/yearly/holiday)
Manage the IT Change Control process to facilitate changes, while exercising the necessary precautions to protect the production environments. Facilitate Change Advisory Board (CAB meetings)
Attend and conduct various meetings (to include staff / customer meetings)
Develop and implement information system standard procedures and policies in order to comply with IT Audit requirements
Analyze situations, evaluate alternatives, and implement solutions within standards (where applicable)
Manage the process of providing reliable tape and disk backups, oversee quarterly backup validations and ensure full system recovery documentation is current and complies with IT standards
Participate in decision-making activities related to the production IT application, hardware, and software
Create and/or upgrade Operational Level Agreements (OLAs) that are aligned with SLAs
Manage audit processes for off-site media, as applicable
Create departmental budget and control expenses as necessary for compliance
Demonstrate professional, positive, and approachable attitude/demeanor and discretion. Demonstrate sensitivity in handling confidential information
Demonstrate good business acumen
Bachelor Degree in IT, MIS or CS (some equivalent experience will be considered)
Minimum of 3-5 years managing IT Operations team
Knowledge of Linux, Unix AS/400, VMWare, Wintel and SAN
Knowledge of system and application monitoring and responsiveness. Knowledge of CA Autosys job scheduler is a plus
Proficient written, verbal, and interpersonal communication skills at all levels of the organization
Effective organization and time management skills, with the ability to establish effective working relationships and contribute in a team environment
Dedication and willingness to work flexible hours
ITIL Foundation v3 Certification required or commitment to obtain within 6 months of hire date

175

IT Operations Manager Resume Examples & Samples

Project Management of the full life cycle development and implementation programs assigned and technical activities to ensure successful project execution and meeting of requirements
Managing IT Service Catalog and Configuration Inventory
Work with Corporate IT resources including service desk to coordinate and deliver IT Service Management
Perform all project management functions to including work breakdown and cost estimation, scheduling, monitoring and tracking of technical progress against the defined timetables and budgets, and staff assignment and development
Lead and direct the successful delivery of application development, systems integration, and product installation/customization services while ensuring that assigned projects adhere to the approved life cycle work patterns, standards, and procedures for solution delivery
Manages activities of subcontractors utilized to deliver the technical solution
Define and implement development plans for assigned projects in order to increase staff’s knowledge and skills in the areas of project management, requirements management, and technology capabilities
Provide hands on support during various stages of the life cycle to include requirements analysis, testing and coordinating priorities with internal and external development teams.,
With Corporate resources, ensures that Cognosante is in compliance with all applicable requirements of the contract, state and federal regulations, and the terms and conditions of the RFP and proposal
Bachelor’s Degree in Computer Science or similar degree
Minimum of 3 years managing technology and technical resources in a Contact Center Environment
Minimum of 3 years’ experience working with Microsoft Dynamics CRM
Experience with work force management tools
At least 2 years’ Experience managing IT Operations
Experience with IT Service Management
Minimum of 3 years of experience in State Health and Human Service information technology
Minimum of 3 years experience in project management and account management in the information technology services industry
PMP certified preferred
Microsoft Certifications in Dynamics CRM and Windows Services a plus
Knowledge of government technologies used to deliver Health and Human Service programs: Medicaid, CHIP, SNAP, TNAF, Child Support Enforcement, etc
Working Knowledge of systems such as: IVR,ACD, CTI, Web Chat, Web Technologies, Webservices, XML, API,
Experience implementing a new contact center environment; experience deploying new technologies to an operation
Experience managing all systems, including infrastructure, software, and hardware, on a contact center or operations project
Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
Experience with In Contact, Mitel or Five9 a plus
Experience with Pipkins WFM a plus
Experience working with client vision, business objectives, and critical success factors
Strong leadership aptitude to foster a positive work environment that considers the dynamics of physical, social, psychological, and environmental factors
Strong interpersonal skills to build client rapport and develop/discipline/reward employees

176

IT Operations Specialist Resume Examples & Samples

Management, maintenance and monitoring of all infrastructure services to meet the organization's current and future requirements as well as identify and respond on performance issues proactively
Management of IT services to agreed availability, capacity and continuity including SLA/KPI management
Management of end-to-end support processes and support governance of managed IT services
Advise and develop infrastructure service maintenance strategies in collaboration with vendors
Advising and leading projects related to design and setup of IT infrastructure services, acting as a consultant on both technical and service design aspects
Cooperation with various vendors and service providers to ensure productive environment
Ensure communication to key stakeholders including MSS IT management and staff

177

Senior Analyst, Client IT Operations Resume Examples & Samples

Exchange 2010 and 2013
SharePoint 2010 and 2013
DPM 2010 and 2012
Knowledgeable with Lync Server
Knowledgeable with Enterprise Storage Solutions (Nimble, NetAPP, EMC, etc)
Microsoft Windows Server 2008 or 2012; Active Directory; DNS; Certificates
Ability to interact with external stakeholders
Good communications and presentations skills
Solid written and spoken English skills

178

Intern, IT Operations Run Services Analyst Resume Examples & Samples

Support initiatives including, providing support to the global IT Operations Run services department by performing such duties as analyzing and preparing operational scorecards, dashboards, budget and cost analysis and tracking, and developing and tracking metrics and KPIs. This position interfaces between the internal IT Operations Service Delivery leaders, the external service delivery providers, IT planning and delivery leads, Office of the CIO and Strategic Sourcing and Vendor Management (SSVM)
Liaison with the external service providers and internal IT Operations Services delivery leaders to collect and track costs, KPI’s/SLA’s and utilization metrics
Prepares and tracks monthly reports of external service provider invoicing, maintenance agreements, and renewals
Coordinates import and synchronization of data from internal ticketing system as well as external services providers to ensure that the weekly, monthly, quarterly reports and presentations are complete and accurate
Prepares and manages IT systems license tracking sheets, and system utilization metrics
Prepares and communicates status to steering committees, IT leadership and other stakeholders as appropriate
Assists IT Operations Run Services leadership in creating and executing SLA & KPI metrics, dashboards and reports
Utilizes the governance tools, prepares reports for the run services tracking process
Assist day-to-day operational aspects of IT Operations
The successful candidate will be preferably completing their senior year and be currently enrolled in an accredited college or university in a MIS, or Computer Science degree program, or a related field of study. A minimum 3.0 GPA is strongly preferred, however, a combination of experience and/or education will be taken into consideration
Must possess expert knowledge of Microsoft Excel and PowerPoint. Must possess very good computer skills
Must possess great communication skills, problem solving and writing skills, detail oriented and highly organized. Performs well under pressure. Shows diplomacy, tact and good judgment when conflict arises
Experience in cost tracking, ITIL processes is a plus. Experience with global pharmaceutical organizations and international cultures is a plus
Proficiency in speaking, comprehending, reading and writing English is preferred

179

Director, State IT & Operations Resume Examples & Samples

Acts as a liaison between Corporate Operations and the State President as it relates to government reporting and compliance
Ambassador for WellCare with various state agencies
Acts as a liaison for Regulatory issues surrounding any Operations area, including Claims, Call Center, Enrollment, etc
Investigates, initiates, and manages processes and cost saving improvement initiatives
Sets overall goals, performance standards, and operational priorities, and manages resources to operational goals and budget
Provides input into budget
Participates in planning and the implementation of programs and strategies
Acts in a liaison capacity with other areas, business units and state specific representatives
Ensures state contractual issues with respect to information management systems are identified and prioritized appropriately, and makes recommendations as needed to sustain and/or improve regional relationships
7+ years of experience in Health Plan Operations is required
3+ years of experience in IT management or Systems is required
Ability to positively influence key stakeholders across the organization to complete tasks under aggressive deadlines
Demonstrated ability to deal with confidential information
Demonstrated written communication skills
Ability to work in a fast paced environment with changing priorities
Facilitative skills; public speaking skills
Ability to travel by automobile, plane or other public transportation as necessary; able to travel domestically
Intermediate proficiency with Microsoft Word and Excel is required

180

Senior Operator, IT Operations Resume Examples & Samples

Have a sound knowledge of all environments, and an in depth understanding of the architecture
Detailed knowledge of File Transfer Protocol
Good knowledge of Unisys Libra mainframe, MCP, and Workflow language
Will have high skill level in one or more specialist areas
Able to produce clear and accurate documents for users and operational areas
Unix basics (run commands and scripts, detect errors)
Broad infrastructure knowledge
Ability to understand code in various shell scripting languages across multiple platforms

181

Senior Manager of IT Operations Resume Examples & Samples

Oversees the planning and designing of software environments, promote to production processes, rapid response development, and production application support
Provides guidance to the Software Engineering teams and other programs in identifying technical requirements. Serves as primary point of contact and liaison between Production support and Business users / Project teams
Directs implementation initiatives for new software products and applications. Organizes software update process for existing applications and coordinates the roll-out of software releases
Manages all the deliverables to ensure adherence to deadlines, specifications, and budgets. Implements performance metrics and prepares period reports and/or proposals. Monitors and tracks project progress and reports findings to leadership team
Ensures all engineers keep current with technological developments within the industry. Monitors and evaluates competitive applications and products
Provides leadership and direction to department personnel from lower-level managers to non-exempt employees
Manages cross-project communications
Understands and deals well with bimodal scenarios where some teams are following rapid deployment cycles (Agile) and others are on waterfall cycles
Excellent communication skills required as this role will interface with multiple teams with differing priorities and viewpoints
Highly collaborative with a strong work ethic
Embraces challenges, displays creative flexibility
Ability to establish rapport, credibility, and influence in a cross-functional, matrixed organization
Demonstrated ability to manage multiple projects and priorities
Work prioritization, planning, task delegation and coordination across teams
Experience with DevOps (culture, processes and tools) preferred
Previous development / architecture experience preferred
Experience with SaaS & Managed Services a plus
Exposure to business process change projects a plus
Experience with Telco industry a plus
Experience with Amdocs and/or Salesforce.com a plus
Bachelor's degree in Computer Science, Engineering or related field

182

Associate Director, IT Operations N.A Resume Examples & Samples

To manage the NA budget to achieve the ZBB objectives (planned x actuals). To approve the related budges and expenses
Make the North America applications available and updated to the end users
Ensure the factories and offices in NA have the right hardware and network. To approve local needs
Drive major projects to keep NA hardware and software update
Manage the vendors and contracts for NA applications and Hardware
Be the bridge between business/facilities and the IT tower leaders. To facilitate the communication and actions
Increase the user’s satisfaction by helping to solve day-to day issues and reviewing RCA to guarantee the same problem will not repeat
Be the primarily contact to the local NA CIOs. Facilitating the communications with them and building the artefacts to the Monthly Performance Review meetings
Superior experience in defining and shaping system and its functionalities
Superior experience in Global Application implementation
More than 7 years’ experience managing enterprise applications, IT infrastructure and vendors
Experience on Enterprise Applications: e.g SAP, Workday, Office 365
Good background on managing budget and ZBB methodology
Experience in the Food Industry preferred
Good knowledge of factory systems and industrial devices
Good vendor management experience
Effective delegation skills
Sound decision-making skills under pressure
Technical credibility and independent judgment and decision-making experience
Highly effective planning and prioritization skills
Good project management Skills

183

IT Operations Specialist Resume Examples & Samples

Building and maintaining Environment Integration capabilities to support agile product development, including environment builds, application deployments, and testing
Coordinating technical changes across teams for successful and timely delivery of projects
Triaging and escalating issues where necessary to ensure a high level of service maintained
Following the industry's best practices and TD standards
Overall supporting and managing project application environments

184

Director for IT Operations Command Center Resume Examples & Samples

Proactively implements tracking systems for error rates and turn around times for problem resolution of IT issues ensuring the highest levels of Service Availability
Develop and manage shift schedules, assess resource requirements, hire and develop personnel
Maintain a strong working relationship with Engineering, Development, Change and Problem Management, and other key IT stakeholders within the company
Identify and document root cause analysis on all technical infrastructure issues and generate key reports for customers and management related to Site’s technical operation
Establish and maintain command and control during core infrastructure/technical events
Implement process and measurements to continually drive quick and efficient troubleshooting and problem resolution
Ensures After Incident Reports are completed on time with key sections documenting what resolved the issue, and key steps to reduce future occurrences. Plus, ensures that After Incident Reports are clearly written, and can be easily transitioned into our Root Cause Analysis documentation for our Account Managers
Provides primary relationship with regional suppliers, in conjunction with the SITEL IT operation
Works with the CTO, VP IT Infrastructure & Operations, and engineering leaders to develop, review and implement the Global IT strategy
Understands and controls IT expenditures within the region, delivering IT services within an agreed budget and for exception management of any deviations from budget with accountability to the Global CTO and Philippines COO
Works with IT Security to ensure security policies and future business requirements and/or clients are satisfactorily addressed and central services are developing and delivering compliant services
Performs general team management and holds regular personnel reviews with directs reports and their teams
Ensures that succession plans for all key IT posts within their region and grows individuals for roles across the organization
Conducts performance appraisals; provides measurable feedback to the VP of Infrastructure and Operations with suggestions for performance improvement to direct reports. Formulates and implements employee corrective actions as needed
12 yrs+ technology related roles, 3 yrs minimum Sr Mgmt level leadership
5 years’ experience in NOCs and/or IT support centers
Experience managing in a 24x7x365 technical support environment
Understanding of the OSI Layering of IT networks, including routers, switches, servers (Win/Linux), SIP, and WiFi
Understanding of voice/telecom technology in a large, multi-site call center operation
Very strong troubleshooting and analytical skills
Experience managing in high pressure, complex IT environments serving challenging customers, both internal and external to the company
Well-developed people management and conflict resolution skills
Must have a strong dedication to customer service

185

IT Operations Manager Resume Examples & Samples

Minimum of 5 years of experience with progressive technical and people management experience
Ability to be on-call 24/7 and responsive to escalations from team members
Experience managing desktop support in an enterprise environment including support for OS, printers, TCP/IP, NTFS permissions while providing exceptional service
Experience managing hardware asset tracking, purchasing, process ownership and oversight for recurring workstation deployments in enterprise environment
Strong understanding of core ITIL/ITSM frameworks
Understanding of Lean, Lean IT, Six Sigma, COBIT, ISO 20000, etc. or equivalent process management framework preferred
Strong troubleshooting, data and metrics analysis skills
Proven ability to collaborate, influence and persuade
Exceptional communication skills with the ability to establish relationships and build rapport with internal and external clients
Ability to regularly travel (up to 10%) as needed for national oversight and project support

186

IT Operations Technician Resume Examples & Samples

Bachelor’s degree strongly preferred; consideration given for technical knowledge as it relates to a degree
Must have a minimum of 3 years’ experience in server and network solutions; oil and gas experience a plus
Must be able to communicate effectively at all levels in the organization and with personnel located at LCO and in field locations
Must work effectively in a team environment as a project member

187

IT Operations Specialist Resume Examples & Samples

Responsible for monitoring mission-critical systems for all JBS USA sites and engaging the proper support teams through to resolution
Escalation of Critical Incidents to IT On Call personnel to resolve any critical business issues that arise 7 X 24
Monitoring company data centers for any breaches in building security cameras as well as alerts that may come in via email
Provide afterhours support for any hardware/software issues that may arise with Systems physically located in the data center
Troubleshoot & resolve all technical issues involving desktop hardware and/or software in a competent and professional manner, including wireless hand held devices
If the Analyst cannot resolve the problem, they must identify and contact the appropriate IT technical staff and/or facilitate communication with the customer
Create incident tickets and own the problem through closure for those incidents that can be resolved without assistance
Provide clear and truthful guidance to customers in how to successfully adopt and implement technological solutions into their environment
Remote desktop Support
Assist users with VPN access
Maintain documentation and training material for supported services
Communicates highly technical information to both technical and non-technical personnel
Provides “hands and feet” assistance to other IT groups
Familiarity with critical business systems
Advanced understanding of ITIL related to access control
Experience with Active Directory, Windows admin
Basic understanding of infrastructure technologies
Excellent attention to details
Outstanding communications and analytical skills
Able to work independently and inside a team

188

IT Operations Technician Resume Examples & Samples

End user hardware/software problem resolution and support as assigned by the IT Service Management framework
Hardware moves, adds, and changes
Workstation/Laptop configurations/reconfigurations
Execution of basic network support functions, as assigned by the Operations Area Lead, which may include data backup and recovery, server resource monitoring and management, printer/plotter/scanner installation and maintenance
To perform office-specific non-standard IT tasks per agreements with local office management (eg. Telephony support)
Actively role model and promote the Amec Foster Wheeler values and Code of Business Conduct
IT Operations-related certification(s) from a recognised university, college, or specialised training institution
A strong and positive customer service attitude
The ability to solve problems with many variables and unique situations
The ability to organise and prioritise personal tasks to meet deadlines and service level objectives
Willingness to work offshore as required
Read, understand and obey the HSSE policies arrangements/procedures and rules as issued
Always work in accordance with method statements and risk assessments as provided
Take care of your own health and safety whilst at work; and ensure your activities do not adversely affect the health and safety of others
Report to immediate supervisor all incidents, which have or could result in personal injury or environmental damage

189

IT Operations Resume Examples & Samples

Identify and implement innovation and productivity improvement opportunities
Work with external vendors, End User Support and Break/Fix services to monitor high impact job streams (HR/Payroll, Compass Contracts, EAS) and respond to failures
Participate in issue resolution
Perform Batch job creations and provide updates
Provide support environment refresh
Monitor system data updates
Experience with Autosys
Prior experience working Unix/Linux
Previous experience working with scripting (bash, perl, powershell, etc
Prior experience working with Oracle databases
Previous experience working with PeopleSoft
Bachelors Degree or higher in Information Systems, Computer Science or similar degree

190

IT Operations Resume Examples & Samples

Extensive experience with batch job creation, scheduling, and monitoring
Prior experience in a Leadership role
Experience leading geographically dispersed activities
Experience working with sourcing partners
Experience working with Service Level Agreements and negotiation
Technical bachelors degree
Experience with automated job scheduling tools (ex. Autosys)
Prior experience analyzing, standardizing, and improving organizational processes
Agile, LEAN, Kanban experience

191

IT Operations Manager Resume Examples & Samples

Act as the single point of contact (SPOC) for the Analytics teams and business units globally
Provide solutions for Analytics model development and operationalisation by recommending the optimum utilisation of Analytics application / platform capabilities to deliver the project outcomes
Support the Global Data and Analytics Platform and ensure that all capabilities are utilised optimally and are functional
Ownership of the support triaging process to identify root cause and issues as well as to recommend next steps
Scope and appropriately plan for any strategic requirements, improvements or configuration changes, including conducting user and business impact assessments
Drive enhancements by reviewing architecture work products to ensure quality, traceability, effectiveness and timeliness of the solution and capabilities

192

Global Head-it Operations Resume Examples & Samples

Oversee the planning, budgeting, and operations of the global IT operations department
Work closely with IT leadership in support of all HR, Finance, and Talent goals
Coordinate project initiation, prioritization, and resource allocation across a global organization comprised of employees and vendor staff
Ensure all administrative issues are addressed properly and efficiently including process and tasks related to Staff Performance, Project Portfolio Management, Compliance, and Data Security
Set deadlines, assigns responsibilities, mentors, and monitors progress of the team
Facilitate external stakeholder relationships and interface with relevant external consultants

193

IT Operations Systems Analyst Resume Examples & Samples

Expertise in eliciting and documenting system requirements
Ability to develop a detailed understanding of system functionality in order to serve as a subject matter expert for multiple applications within the team
Expertise in testing practices
Expertise in Tableau or other BI tools
HTML/css or ASP.NET experience a plus
Demonstrates advanced problem solving within expertise
Can clearly define and propose solutions/options
Considers broader impact of problems/solutions

194

Senior Manager IT Operations Resume Examples & Samples

Oversee IT Operational Support Process
Experience managing operational activities within a technology environment
Experience managing 3rd Party Service providers
Experience generating/gathering Operational Metrics within a technology environment
Expert experience with matrix management of a team of technology operations professionals
5+ years working in a Support/Service Delivery role
Familiarity with supporting a Retail environment a plus
Bachelor’s Degree desired
Must be able to commit to operational management activities during non-business hours
Strong matrix management skills
Strong understanding of customer needs and satisfaction
Strong sense of team
Very strong analytical approach to problem solving and solution development
Ability to communication effectively, both verbal and written
Adept at multitasking in a fast paced, dynamic environment

195

Senior Manager, IT Operations Resume Examples & Samples

Be the IT O&I strategic partner for Harman India by
Bachelor of Science in Information Systems or equivalent experience
15+ years professional IT experience
10+ years of experience leading IT Operations and Infrastructure functions at management level
Deep knowledge of IT Service Management
Experience dealing with external IT service providers, including globally-diverse and offshore teams
Certified on ITILv3 or ITIL 2011 framework processes and activities
Strong communication skills including written, verbal and presentation
Ability to transition individuals and teams to a desired future state
Willingness to work in complex multi-national / multi-cultural environments
Ability to manage multiple high priority efforts; competing priorities and flexibility to adjust to changing requirements
Excellent inter-personal, inter-cultural and relationship management skills are essential for liaison with colleagues at all levels

196

Global IT Operations GOC Engineer Resume Examples & Samples

Monitoring of all Network equipment including Routers, Switches and Firewalls for
Node Availability
Memory Utilization
CPU Utilization
Response time
Interface availability
Monitor all alerts for Routers, Switches and Firewalls including Alarms and Events
Monitor Telecom and AV Services
First level troubleshooting of all Alarms
Raising the Trouble ticket for incidents after first level analysis
Alarm monitoring and creation of ticket as per criticality and specified SLA of alarm
Co-ordination with Service Desk, Level 2 teams and Vendors, as applicable
Create status report for all tickets in the shift
Create Shift Handover report
Login to the following and keep track on a continuous basis - Proactive Monitoring
Function Tools
Network Solarwinds
Network Syslog Monitoring
Telecom partly Whats Up Gold
Telecom AVAYA PBX Email Alerting
Telecom Solarwinds
A/V Services 3Y Saas from "Vyopta"
Minimum 3-5 years of relevant experience in technical operations in a large (1000+ servers & network devices) and complex (multi-site experience), multi-technology, 24x7 commercial environment
Bachelor’s Degree in a related Technical Discipline
Expert knowledge of the field
Strong knowledge of hardware, operating system, storage, networking and security technologies
Strong knowledge of ITIL
Proven technical capabilities and track record of successful interactions with all levels of internal staff and external partners/vendors
Excellent communication skills, both verbal and written; ability to effectively interact with people at all levels of the organization

197

Global IT Operations Resume Examples & Samples

Responsible for escalating/transferring issues to appropriate End User Services and IT Operations teams
Ensure all tickets are logged into ticketing tool in accordance with company IT standards
Provide remote desktop troubleshooting and problem analysis
Provide technical support and resolutions for desktop HW & SW issues
Support various desktop toolsets for workstation management, encryption, Anti-Virus, Mal-ware and remote control triage
Prepare appropriate documentation of processes and procedures needed for the team
Detect and report recurring problems, actively search for ways of improving existing procedures and systems
Resolve issues utilizing excellent problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Responsible for meeting key performance metrics in areas of responsibility including staff performance
Mentor other Pune Remote Desktop team members with their technical and team interaction skills
Ownership of their team’s interactions with the entire Global IT Operations group
Work independently on complex tasks with limited technical and management guidance
Perform work on assigned tasks or projects as needed or assigned
Maintain standard technical, support, and operational documentation
3-5 years miniumum of IT Operations and handling customers in global support model
Must have at least 3-5 years of experience with Windows based hardware configurations, troubleshooting and analysis, preferably in a large, corporate IT environment
Must be proficient in verbal and written English communications
Thorough understanding of technologies required to support workstations remotely
Experience with hardware from major manufacturers (Dell, Lenovo, HP)
Must demonstrate advanced knowledge and proficiency with the following technologies

198

IT Operations IAM Solutions Developer Resume Examples & Samples

Design and implement connections to a variety of end-point applications and systems to help automate the Access Management process and tools
Work with the broader IAM deployment team through the implementation phase to insure “out of the box” connectors perform correctly
Train Tier 1 staff on incident management with connector issues
Integrate with various monitoring and log aggregation tools to provide easily viewable status of all connections
Work with deployment contractors to insure a seamless transition through implementation and into the ongoing run phases
Ensure all connections are developed securely, using the latest standards and development tools and following all security best practices both within SVB and published publicly

199

IT Operations Specialist Resume Examples & Samples

Coordinating and performing work under general direction from their IT manager, in-line with GMIT policies and procedures
Initiate incident process and follow-up
Configure PC/printer mappings
Provide initial troubleshooting of Internet connectivity issues
Configure a mobile phone for the plant
Configure a plant floor printer
Audit Telecommunications Closets
Swap switches with little guidance as needed
Power up/down infrastructure equipment
Typically At least 2 - 5 years on site Manufacturing and/or IT experience
Experience with Windows, VMware, RHEL 5.x or later & SLES 11
Experience with a Virtual Server environment
Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues
Demonstrated ability in lead projects by coordinating the work of others
Know all applications and general business function supported at plant
Basic understanding of our switches (can find the power button, knows if there is a power button, knows how many ports are on a switch, know the difference between a core and a distributed switch)
Know which applications run on which operating systems and hardware
Basic understanding of BUR and storage environments (which equipment, O/S, etc)
Experience with execution of changes to the server infrastructure including but not limited to: server build; server refresh; updating BIOS, firmware, drivers, and OS; security patches; hardware configuration; OS configuration
Basic Security knowledge
Able to test/validate and deploying OS & patches via Change Control process
Knowledge of SQL and Oracle

200

IT Operations Manager Resume Examples & Samples

Manage a portfolio of IT projects according to the Nestle Nespresso standards
Responsible for the delivery of the retail boutique openings, renovations and improvements projects including all project related documentation through to cross-checks for successful project completion
Responsible for the management of budgets and timelines for multiple concurrent projects
Leads project meetings, conducts trainings and coaching sessions as needed
Manages the IT Service Delivery Team providing coaching and leadership to the team
Works with the Nestle Support Delivery team to reach key goals and KPIs
Perform continuous analysis of the IT systems and infrastructure to evaluate technology landscape
Responsible for all budget management related activities including: quality service, PO creation, invoice processing and vendor management
Responsible for ensuring the IS/IT infrastructure meets Nestle compliance and security standards
Responsible for maintaining and managing all relevant policy and procedure documentation

201

IT Operations Resume Examples & Samples

Provide excellent customer service to all customers in all situations within appropriate service level offerings
Handle customer issues from Central Support, the walkup window, directly from the customer, or any other method of contact, from the initial request to problem resolution to follow up, including those calls that are transferred to our third-party repair vendors (e.g., hardware repair, hard drive recovery, etc.)
Assist with monitoring and tracking of incidents to ensure that resolution occurs within the customer’s expected resolution timeframe
Log each customer issue in our centralized call tracking system and update the calls in a timely manner (i.e., interactions with the customer, troubleshooting steps taken, etc.) and ensure that incident tracking tickets are kept updated with the current status. Documentation should be detailed enough for a team member to take over a customer incident just by reading the ticket
Escalate when appropriate to ensure problems or requests are communicated effectively and receive proper management attention
Ensure 100% follow up on tickets and escalate issues to supervisor/manager when needed
Work with team members to share knowledge and work together to ensure the best possible customer service and team working environment
Manage and assist in the maintenance or repair of appropriate workstation technologies and peripherals to ensure availability and good working condition of all equipment, and take all appropriate actions to minimize customer downtime
Manage and assist in the maintenance of hardware and software inventories, using CIO standard asset management systems and procedures
Implement and maintain firm standards and naming conventions on appropriate technologies. Communicate standards to customers
Develop and maintain proficiency in CIO standard tools, including (but not limited to) incident and asset tracking systems, and software and hardware upgrade methodologies
Provide input to and/or develop departmental procedures and incident reports, including thorough documentation of procedures in team or centrally located databases
Participate in customer, TS: L, CIO and projects as required, complete all assigned projects in a timely manner, and keep your supervisor and project manager updated on the status of the project always
Demonstrate initiative and maintain a high degree of professional conduct always
Participate in team initiatives and actively contribute to team success
Distribute and install supported software within firm guidelines, including scheduling and performing technology upgrades
Provide cross team support for all job responsibilities
Participate in purchasing (e.g., equipment request, receipt, and/or configuration), network administration (e.g., password admin, printer configuration) and work coordinator functions, as required
Keep supervisor informed of the status of issues at all times
Proactively identify and recommend areas for improvement to existing systems and processes
Provide and be on-call for after-hours support, on a rotating basis, if applicable
Work with other CIO, TS: L and local office personnel to ensure that customer needs are being met in the best possible fashion
Participate in CIO, TS: L and discussion databases to share knowledge and troubleshoot customer issues
Contact customer in accordance with standard resolution time as established within call tracking tool and provide status or scheduling information
Ensure call tracking tickets are up to date at all times within queue. Documentation should be detailed enough for a team member to take over a customer incident just by reading the ticket
It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve our clients our employees must be available to travel when needed
Minimum 3 years of experience supporting IT operations at an enterprise level
Minimum 3 years of experience with customer asset information using standard asset tracking tools such as FlexNet, SNOW (Service Now) or other tools
A+ Certification is asset to have
Excellent communication (written and oral) and interpersonal skills
Demonstrated teamwork and collaboration in a professional setting; either military or civilian

202

IT Operations Technician Resume Examples & Samples

Network protocols and understanding of data communications in an Enterprise/Service Provider business environment
WAN and LAN experience of various types (e.g MPLS, Ethernet, ATM)
Foundational understanding of Switches, Routers, Firewalls, and Load Balancers is required (two or more)
Local to Wide Area network connections
Strong understanding on internetworking technologies likes VLAN, STP, and Routing Protocol (BGP, IGRP, EIGRP, and OSPF)
Working knowledge in Internetworking protocols like HTTP, FTP, SMTP, DNS etc
Working knowledge of virtualization technologies and infrastructure at conceptual level
Strong troubleshooting and problem analytical skills
Must have excellent teambuilding and communication skills
Strong inter-personal, communication and organizational skills
Motivated to contribute and do what it takes to get things done
Cisco switches and routers (6509, 7609, 3750, Nexus 7k, Nexus 5k)
Juniper switches and routers (EX-4200/3200, J4350, etc)
F5 Load Balancers
Cisco ACE Load balancers
A10 Networks Load balancers
Cisco ASA / PIX firewalls, or any other firewall platform (Checkpoint, etc)
CCNA/CCNP/CCIE
Four years college degree or equivalent experience

203

IT Operations Specialist Resume Examples & Samples

Accredited degree or global equivalent in Computer Science, Engineering, Business Management, or related technical discipline
May require Certified Network Engineer (CNE or CNE/NT) or Certified Network Administrator (CNA) credentials or other applicable certifications
Five (5) years related experience in technical services for hardware/software engineering and/or production support of Information Technology (IT) services
Demonstrated strong technical and non-technical communication skills, both oral and written

204

IT Operations Manager Resume Examples & Samples

Oversees employee performance management and administration for the IT Data Center Services teams
Manage service providers according to pre-defined SLA's, including tracking, monitoring and reporting of those services
Act as point of escalation for Symetra in regards to IT Data Center Services related issues
Maintain IT Data Center Services procedures, and oversee process execution
Responsible for daily monitoring of ServiceNow ITSM tool, ensuring all IT Data Center Service Levels are being met
Participate in IT Governance, Department and other management weekly meetings
Oversee projects that pertain to IT Data Center Services
Tracking of converged infrastructure fixed assets including acquisition, distribution, and retirement of assets
Weekend and/or after-hour work may be required as necessary
Other related duties as appropriate and required by department senior management team
7 or more years with technology specifications for VMWare, Intel, Converged Data Center Technologies
7 or more years of experience in LAN/WAN architecture
Minimum of 3 years' experience leading teams accountable for delivering IT operations services
Proficiency with Linux and Windows Server Operating Systems
Expertise with software/technology products pertaining to Data Center Services: Virtualization, Reporting, Management Applications, Backup Technology, Anti-Virus, Patching, Exchange, Active Directory
Bachelor's degree in MIS or computer science and/or equivalent work experience preferred
Good communications and interpersonal skills
Ability to work toward corporate objectives
Quality of work to include timeliness, completeness and accuracy
Ability to work effectively with, and obtain cooperation from, other employees and outside parties
Knowledge of department function so that operations run smoothly
Regular and predictable attendance is an essential function of the job
Good organizational, leadership/decision making and communication skills
Excellent follow-through, transparent and open both up and down the management and staff chain, keen focus is essential in fast paced IT setting, good listening, speaking and written communication skills

205

Manager, IT Operations Resume Examples & Samples

The successful candidate will have a breadth of IT knowledge in the MVS Host, Batch, Distributed and TD Insurance platforms
Thorough understanding of the core ITIL processes (Incident, Problem and Change)
Act as a focal point for all exception/escalations within the team
Support a work environment that promotes customer service, quality, innovation and teamwork
Identify and implement process improvements that will improve quality, efficiency and reduce costs related to our core IT processes
Ability to manage multiple teams and/or projects with increasing degree of complexity and broad scope

206

Salesforce Admin, IT Operations Resume Examples & Samples

Minimum BA / BS Degree required
Salesforce.com Administrator certification required
3+ years’ experience in an IT/Enterprise Applications operations role supporting Salesforce.com
Demonstrated experience with Salesforce.com configuration and release deployment with ability to clearly document processes and technical solutions
Willingness to work off-business hours, as needed, in support of project and release deployment schedules
Proficient in Agile SCRUM development methodology
Familiarity with integration patterns (Service Bus, SOA)
Self-motivated, extremely detail-oriented and well-organized
Ability to multitask, prioritize and manage time effectively while handling urgent interruptions professionally
Demonstrated experience working with business process owners, system administrators and engineers to determine and influence the best process and technology solutions for complex business issues
SCRUM certification
Salesforce.com Developer certification

207

Manager IT Operations Resume Examples & Samples

Designing long-term strategic goals and short-term tactical plans for IT operating model improvements
Championing the development of global IT capability functional improvement to upgrade the effectiveness of IT Operating Model
Collaborating with IT leadership and their teams and suppliers to ensure that proposed and existing IT improvement solution plans are aligned with organizational goals and objectives
Providing guidance and portfolio leadership to initiative owners for implementation of end-to-end IT capability functional improvements
Defining requirements for IT improvement initiative owners for developing, documenting, and communicating plans for investing in IT capability functional improvement, including analysis against approved IT improvement priorities
Conducting research on emerging IT improvement solutions in support of process and role development efforts, and recommending IT improvement solutions that will increase alignment to IT objectives
Contributes/supports the framework for policies, process and standards
Defining requirements for Capability Functional Owners to ensure that effective IT improvement solutions achieve desired outcomes
Custodian of IT TOM & Capability/Functional Model
Understand for each IT function the current state of their maturity (Know-It) aligned to IT objectives
Provide the necessary insight and observations to the function owner and other IT teams to establish the “current as” is environment (Assess-It)
In collaboration with the function owner develop a prioritized list of actions to be taken against the as is environment (Plan-It)
For all prioritized gaps, participate in the development of a gap closure plan to include individual projections, actions and outcomes with the required business case and funding identified (Execute-It)
Communicate and share with others the identified gaps, solutions being pursued, lessons learned and outcomes achieved (Share-It)
Over time, mature the IT TOM into the broader EOS (Mature-It)
Ensure that for each IT function gap that is identified that you accept personal accountability to assist in closing the gap (Own-It)
Understanding of IT capability model(s) and their use in IT improvements
Proven experience in continual improvements using an IT capability functional model(s)
Strong foundation in core enterprise IT functions (including infrastructure, application development, project management, and architecture) with understanding of how they operate and levers that impact performance
Excellent understanding of information processing principles and practices
Excellent knowledge of industry frameworks (ex. ITIL, COBIT, CMMI, TOGAF, PMBOK) and best practices
Ability to conduct research into emerging IT modeling tools and trends, standards, and products as required
Excellent knowledge of IT improvement principles and practices
Keen understanding of change management and testing requirements, techniques, and tools
Ability to create constructive relationships, influence, and communicate (IT management, customer management, and non-technical staff)
Ability to lead complex, cross-functional problem-solving initiatives
Excellent interpersonal and consultative skills with ability to influence and align across organizational silos
Ability to present ideas in business-friendly language
Proven ability to prioritize and execute tasks in a high-pressure environment
Promoting a team-oriented, collaborative environment

208

IT Operations Technical Team Lead Resume Examples & Samples

Exerpience in Implementing and maintaining Active Directory; Windows Server; MS Windows Clustering; enterprise SAN and NAS configurations; MS SCCM and VMware VCM; Antivirus Software, Application White Listing and Device Control; TCP/IP and other networking principles including DNS and DHCP; scripting language
Experience with managing VMWare virtualization technologies; Virtual Center Management and Administration; vSphere Server, vSphere Client, and vCenter Server; Installation and support of VMware View to include Pool Management, Entitlements, Upgrades, and Break/Fix; deploying virtual machines and use technologies such as Snapshots, clones, templates
Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept./peer review)
Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise
Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead)
Windows Server, MS Windows Clustering

209

Senior IT Operations Manager Resume Examples & Samples

Bachelor's degree in Computer Science, Operations Management, Business Management or equivalent
3+ years previous IT operational and systems support leadership experience including managing in one or more of the following: 1) Monitoring and Operations Control, 2) Systems Administrations, 3) Storage Administration 4) Network Management
3+ years experience in an IT Technical role
3+ years experience supervising, coaching and developing IT staff
Working knowledge of ITIL, certification preferred
Working knowledge of the IT Industry and technology trends

210

IT Operations Manager Resume Examples & Samples

Direct and coordinate enterprise-wide projects for Cubic IT Operations
Prepare, maintain and monitor a yearly Management Information System plan budget
Prepare, maintain and monitor plans for user training, disaster recovery, virus protection data back and network security
Create and maintain Management Information System and measurements
Improve productivity of Management Information System and users through automation and remote access
Responds to the needs and questions of network users concerning programs
Remains abreast of changes in user and system software and hardware requirements
Monitors and administers the network, keeping system information up-to-date in network log
Updates the operating system as required
Loads and updates software applications as required
Manages memory usage of the network, network printing and network technical resources
Maintains a backup of all files, security rights

211

IT Operations Temp Resume Examples & Samples

Ability to work under pressure to meet critical deadlines yet remain flexible in responding to changing requirements and priorities
Excellent oral and written communication skills with all associates, clients, and management
Skilled in office programs software including MS Office and Visio
Ability to plan and conduct efficient and productive meetings
Strong personal ownership and commitment to quality, desire to contribute and speak up with a view or opinion, and add value by questioning and probing where necessary
Commitment to the business users and self-motivation to take ownership of issues and initiatives; drive, energy and enthusiasm to any particular initiative, inspiring others to continually perform at their best
Willing to work overtime to meet critical deliverable deadlines
Strong communication skills, detail oriented and self-motivated

212

IT Operations Manager Resume Examples & Samples

Highly self-motivated and directed, with keen attention to detail
Proven analytical and problem-solving abilities
Strong presentation, interpersonal skills and business acumen
Strong teaming, relationship management and change management skills
Must have excellent communication skills, with demonstrated ability to successfully handle conflict and be able to maintain calm in stressful situations
10+ Years Information Technology experience
Ten (10) years in an IT (e.g., Server, Network) role
Five (5) years’ experience in a IT management role
Strong working and technical knowledge of systems administration, networking, systems and network security
Strong in-depth knowledge of system and network and datacenter operations
Strong in-depth knowledge of VMware, Citrix, Windows Server, Active Directory, Exchange
Strong in-depth knowledge of LAN, WAN, Voice, Wireless and firewall technologies
Experience leading a team of technicians and analysts
On-Call 24x7
Bachelor’s Degree in Computer Science or related field or equivalent work related experience
Two or more of the following Microsoft Certified Systems Administrator (MCSA), Citrix Certified Associate (CCA), VMWare Certified Professional (VCP), Cisco Certified Network Associate (CCNA)
ITIL is a plus

213

Manager, IT Operations Resume Examples & Samples

Provide people manager function for Tier-3 network staff
Technical leadership for incident remediation, post incident remediation and follow up
Manage break-fix issue remediation, root cause follow up's, ensure vendor delivers fixes if needed, etc
Vendor management for operational deliverable, including escalations
Skills and Talent upkeep; recruitment; on-boarding/off-boarding
Ensuring risk controls are maintained on an ongoing basis; timely attestations for User privilege levels - Diamond/Cyberark/SOX
Managing vacations, on-call schedules, change approvals, expense control, etc
Track currency and work with partners to ensure they do not cause operational issues
Help track Problem records and deliverable from other teams and vendors directly contributing to service improvements
Keep Senior Manager and management abreast with issues, escalations, outages that need attention, etc
Work with build tooling and NOC teams to ensure the highest level possible for availability of the network and its various platforms
Guide projects and engineering teams on an ongoing basis to ensure we are operationally ready to support new features, functionality or new build outs, or as new technologies get rolled out
Support various client lines of business and also provide application level troubleshooting support using network sniffers as and when feasible or required
Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business
Learn voraciously, stretch your thinking, share your knowledge and educate others
Communicate and collaborate with both technical and non-technical professionals
Cultivate winning relationships by building trust with business and technology partners
Share our commitment to productivity, effectiveness and operational efficiency
Embrace change and witness amazing things happen – from the inside
Strong technology experience on a range of network platforms, preferably hands on experience from the past
Strong management experience in leading and managing teams of core network professionals, essentially a team of subject matter experts (SME's)
Proven leadership track record while leading teams and delivering strongly in the network area
Operations experience and track record will be an asset
MBA or management degree preferred
Past CCNA, CCNP, CCIE, Management and ITIL certifications are a definite asset to this position
Strong technology hands on experience in various latest network technologies will be a definite plus
Cloud networking skills are a definite plus

214

IT Operations Manager Resume Examples & Samples

Identify key technologies and resources required for NFL Experience to provide top quality, current and relevant technologies for the attraction and partner with key stakeholders within Cirque du Soleil and NFL Experience to define strategy and resource needs for the attraction
Oversee day-to-day management and troubleshooting of all onsite technology and audio/video installations, including but not limited to, POS systems, indoor/outdoor digital signage, immersive theatre, and interactives and digital platforms
In partnership with Creative team and Operations, develop applications and interactives that enhance the customer experience
Facilitate the delivery of dashboards/metrics and executive level daily reporting from multiple sources of data collection using BI tools
Build and manage comprehensive system monitoring networks
Develop and manage technical related budgets; create technical SOP’s for daily operations and resources for events and projects are acquired, installed, and managed throughout all projects and stages
Participate in the planning, design, installation and support of systems and network infrastructure as it relates to video, attraction presentation, broadcast, and video conferencing systems
Implement programming and commissioning of advanced integrated and interactive technology solutions
Plan, in partnership with the Business relation and Solution Delivery department at IHQ, the implementation
Provide technical support and training to internal and external customers, giving clear and calm direction as needs arise
Develop and manage networks and server infrastructure
Develop and manage change control process for mission critical technology infrastructure
Participate to the various management forums at the Business relation and Solution Delivery department at IHQ
Contribute actively to the improvement of practices and methods for the management and delivery of technological projects / initiatives within the Cirque du Soleil
Bachelor’s Degree in Computer Science, Information Technology, or a related area required
Required 7 - 10 years of Technology management, with 3 years of supervisory experience
Attraction or retail experience an asset
Experience with LAN and WAN networking protocols and devices, including switches, routers, and wireless access points
Experience in application design, AV design, video production or related field preferred
Current and working knowledge of application, POS, ticketing systems, A/V, lighting tools and technologies
Very strong client/customer service experience and focus
Excellent planning, organizational and time-management skills
Ability to multi-task, manages priorities and commitments, and meets deadlines
Must be able to work in a collaborative manner both internally, and with clients
Ability to manage projects/events within budget
Excellent judgment with the ability to pro-actively identify issues/obstacles and effectively create solutions
Ability to work independently as well as within teams
Extremely strong and current vendor relationships and experience with the competitive bidding process
Very strong work ethic and ability to thrive and enjoy a fast-paced dynamic work environment
Must be flexible, and comfortable, in working non-traditional hours as needed (some nights and weekends)

215

IT Operations Manager Resume Examples & Samples

Service desk
Monitoring and automation
Critical outage restoration of service for all applications, network and infrastructure; including related
Vendor and internal escalations
Operation and application run books
System operations and scheduling
Manage a team responsible for monitoring, operating and restoring service for various disparate systems, infrastructure, applications and services
Ensure proper resource coverage accross all team diciplines and shifts
Provide strategic and tactical leadership ensure team is executing on key expectations
Develop and maintain key performance metrics to evaluate performance
Serve as an escalation path for critical issues
Ownership of technology run books used to effectively manage and troubleshoot systems
Responsible for associate development, performance assessments, development plans and succession planning
Provide leadership in best practices and ensure that consistent methodologies, processes, tools and guidelines are followed
Contribute and lead in departmental strategic initiatives

216

IT Operations Management Director Resume Examples & Samples

Develop, plan and implement the strategic direction of an IT Operations center including analyzing and evaluating existing processes, systems and staff
Managing multiple vendors and service providers to optimize service delivery
Preparing annual budgets, forecasting and meeting financial objectives
Collaborate on technology and business strategy with appropriate groups across the IT organization
Provide leadership, insight and guidance on overall process, project and systems lifecycle

217

IT Operations Manager Resume Examples & Samples

Oversees and performs networking and server administration by maintaining email, Internet, e-commerce, and support applications
Notify development and administrator personnel if unable to locate and correct cause of processing error or failure
Revise operation schedules to adjust for delays or notify scheduling workers of need to adjust schedule
Review production, operating, and downtime records and reports
Recommend changes in programs, routines, and quality control standards to improve computer operating efficiency
Consult with supervisor about problems, such as equipment performance, output quality, and maintenance schedule
Effectively manage IT Operations by planning and developing policies and procedures for carrying out compute operations, enforcing company policies and procedures, and setting the example in action, word, and attitude
Plan and develop policies and procedures for carrying out computer operations
Consult with software and hardware vendors and other establishment workers to solve problems impeding computer processing
Meet with IT managers to determine impact of proposed changes in hardware or software on computer operations and service to users
Evaluate new software and hardware to determine usefulness and compatibility with existing software and hardware
Evaluate proposed IT projects to assess adequacy of existing hardware and software, and recommend purchase of equipment and possible software upgrades
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks
Develop assigned employees by mentoring them in technical, interpersonal, and leadership skills, educating and counseling them on company policies and procedures, working through their personnel issues and providing educational opportunities
Cooperate and coordinate with other company departments by meeting with peers/supervisors/co-workers to discuss progress of work, determine impact of proposed changes on computer operations and service to users; resolve problems
Other duties as assigned by senior management
Ability to coach performance in areas such as quality, customer service, job skills, efficiency and productivity
Strong technical knowledge of network, servers and operating systems
Strong technical knowledge of current network hardware, protocols, and standards
Strong understanding of human resource management principles, practices, and procedures
Capable of structuring and maintaining a productive team of skilled employees
Must understand concepts of best business practices
Must have strong verbal, written, and analytical skills
Considerable knowledge of training and supervisory techniques
Ability to maintain favorable public relations
Understanding of concepts of best business practices
Understanding of Linux, Unix, and Windows operating systems
Understanding of relational DBMS systems (DB2, Informix, MySql, SqlServer, etc.)
Understanding of WebSphere Application and Commerce server
Understanding of DRP, Security and Enterprise storage administration
Understanding of application systems and development
Understanding of the University's goals and objectives

218

Director, IT Operations Resume Examples & Samples

Build and Mentor talent, including vendor, to grow the organization's ability
Bachelor’s degree in Information Systems or related field
Ten to fourteen relevant years of working experience including people management, preferably 1-2 years at ESI or in the PBM industry
PC skills including proficiency in Microsoft office
Must have proven leadership skills, team-orientation, and a proactive and optimistic management style with the ability to lead high-talent teams in local and remote locations; ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale
Thorough knowledge of IT concepts, procedures and practices, advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
Demonstrated ability to prioritize work load and meet project deadlines; Demonstrated ability to manage toward budget and work plan goals and experience with strategic work planning and budgeting
Strong customer service focus; excellent communication skills, including presentations and negotiations
Willingness to work a flexible schedule to accommodate project deadlines and travel occasionally
LI-RH1

219

Director, IT Operations Resume Examples & Samples

Possession of a Master's degree from an accredited college/university according to the Council for Higher Education Accreditation (CHEA) in biomedical science/math/computer related field. (Additional qualifying experience may be substituted for the required education)
Foreign Degrees must be evaluated for U.S. equivalency
A minimum of eight (8) years of progressively responsible job related experience in running an IT Operations group including three (3) years of experience in a leadership capacity
Strong organizational skills and experience in formulating and implementing IT solutions to meet business requirements
Ability to communicate effectively with all levels of scientific personnel through written and oral presentations
Must be able to obtain and maintain a security clearance
Experience in complex IT networks, Voice over IP (VoIP) technology, datacenters, object storage, network attached storage (NAS), storage area network (SAN), virtual machine (VM) technologies, and system administration

220

Manager, Engineering IT Operations Resume Examples & Samples

Hire, inspire, grow and retain the best IT operations talent who embrace transparency and accountability
Manage Engineering IT Operations team. Continuously evaluate all staff positions, responsibilities and individuals for appropriate performance, skills, potential for improvement and growth. Develop detailed plan for staffing changes, training, enrichment and personal development
Responsible for operating and maintaining secure, cost effective scalable lab infrastructure capable of supporting the business needs while meeting budget requirements
Lead and engage highly technical staff, while balancing the need for technology improvements versus increasing operational risk
Understand Software Business Unit business drivers, manage infrastructure growth internally and in the cloud; forecast operational budget to support the business
Research, evaluation and analysis of technologies and tools taking into consideration performance, cost/benefit, scalability, risk etc. Make appropriate suggestions and decisions related to purchase and implementation
Manage and grow engineering relationships, vendor relationships, headquarters IT, Facilities, Procurement and Legal relationships

221

IT Operations Manager Resume Examples & Samples

Bachelors' Degree or equivalent combination of education and professional experience
Possess multiple years experience as a project lead or IT Operations Center Lead
Strong technical and business writing ability
Ability to communicate technical details to non-technical audiences
Ability to lead by influencing others
Must be strong in leading teams
Proficient using Microsoft Office suite
PM Professional Certification preferred

222

IT Operations Manager Resume Examples & Samples

Lead a team of experienced System Engineers, Network Engineers and Database Administrators in EMEA
Coordinate and manage project initiatives involving office moves, mergers and acquisitions, business units and services expansions, and ensuring the operational functionality of all offices in the region
Design, implementation, management and support of typical enterprise system technologies (i.e. AD, ADFS, SSO, MFA, DHCP, DNS, IIS, Clustering, DFS, GPO, Print and file shares, WSUS, etc…)
Demonstrable expertise in at least three of the following platforms
Around 8 years of relevant experience in leading highly technical enterprise teams of system and network engineers is desirable
Team leadership, team development and mentoring / coaching skills using a mixture of soft skills and various tools & methodologies are essential
Project management and agile methodologies experience is essential
Bachelor degree in engineering, information technology, or related discipline (significant work experience may be considered in lieu of degree) is essential
A Master’s degree is desirable but not essential
Proven experience in creating and following global strategies by translating them into tactical approaches
Expertise at critical thinking and problem resolution
Highly creative and innovative technologist that thrives in a team environment
Excellent verbal communications and written documentation and reporting skills are essential

223

IT Operations Specialist Resume Examples & Samples

Experience as a primary subject matter expert in multiple areas and consultant on aspects of operational support and solutions
Ability to take on assignments that are highly complex and multifaceted
Previous experience monitoring, coaching/ educating a small team of IT professionals
Strength in ability to facilitate technical information exchange amongst project teams, the business and/or outside vendors

224

IT Operations Associate Manager Resume Examples & Samples

Labs Core IT Infrastructure:Labs network and datacenter administration - cross-node interoperability and remote support
Labs R&D:Build, configuration and maintenance of development and staging environments for Labs developers (network, application servers, workstations, etc.)
Labs Client Showcase:Support, maintain, upgrade our execution environment (client demos) including immersive showcases and executive briefing center facilities
Triaging and managing vulnerabilities and the associated patches
Maintaining one or more security architectures as blueprints for research projects
Supporting Incident Response processes as needed within Accenture Labs
Supporting Client Data Protection plans as needed within Accenture Labs

225

IT Operations Manager Resume Examples & Samples

Supervise the LAN/PC Administration team and provide leadership
Manage the deployment, monitoring, maintenance and support of all IT systems, including servers, network, PCs, operating systems, hardware, software, and peripherals
Lead IT Department operational and strategic planning, including fostering innovation, planning projects, and organizing resources
Gather customer requirements, and use the information to identify, predict, interpret, and evaluate system and network requirements
Establish and maintain regular communications with Executives, Department heads, and End Users regarding pertinent IT activities
Meet with vendors to gain support to achieve business objectives
Participate in annual budget development, providing business cases and ROI. Control operational budget and expenditures
Strong verbal and written communications

226

IT Operations Vulnerability Mgmt Analyst Resume Examples & Samples

Minimum of 3 years of experience utilizing Patch Management software to apply security updates/patches for Microsoft and 3rd party products such as Adobe, Java and Apache, Ivanti/LANDESK experience preferred
Work experience with Vulnerability Assessment tools: Nessus, Qualys, Foundstone, Nexpose, Metasploit
Work experience deploying certificates manually on various platforms (Apache, Java, IIS) or through automated methods such as Digicert, MSCA or Venafi
Work experience with identifying security threats, and following procedures to remediate identified threats
Work experience with Network Assessment tools: NMAP, Nipper, Wireshark, TCPdump
Linux and Windows Administration Skills (Intermediate)
Database Administration (1 year, SQL, Oracle)
Infrastructure Architecture and Design Knowledge (2 years)
Networking Protocol Skills (Intermediate)
Cisco/Juniper network device experience preferred
Core router and switch experience
 IOS upgrades
 Router and Switch configuration experience
CCNA minimum (or equivalent experience)
Coping Skills for Stress and Pressure Situations (Intermediate)
Industry experience with financial institutions preferred

227

IT Operations Specialist Resume Examples & Samples

Undergraduate degree (MIS or Computer Science)
Minimum of 3 years professional experience in Information Technology areas (during last 5 years)
SAP / UNIX / Oracle experience. Have primary understanding on SAP, including the structure & function of each module. Be familiar with Oracle database structure and basic administration task. Oracle OCA/OCP certificate preferred
English - upper-intermediate

228

Analyst, IT Operations Resume Examples & Samples

Develop and drive adoption of standards in the Data Center Environment
Design, implementation and advanced support of computing infrastructure running in these data centers. This includes servers, storage, operating systems, data backup and other related technology centralized in corporate data centers or in smaller locations throughout the world
Maximize infrastructure capacities through proactive review and planning to ensure that IT capacity meet current and future business requirements
Establish performance monitoring and alerting standards to ensure IT meets service level requirements
Serve as technical lead for escalation of advanced incidents, problems and change management
Help develop policies and procedures related to IT Operations Infrastructure - including the CommScope IT Disaster Recovery Plan
Research infrastructure solutions to identify and improve existing processes or enhance overall productivity
5+ Years of Related Experience
A completed Bachelor's Degree in Information Technology, Computer Science or related curriculum
Eight (8) plus years of experience supporting Data Centers in a large multisite (preferably global) enterprise network
Eight (8) plus years of experience with backup solutions (Symantec NetBackup), business continuance and disaster recovery solutions is a plus
Demonstrated experience in design, deployment, administration, configuration, and integration of data center technologies
Extensive experience with server solutions (Cisco UCS, HP, or Dell)
Proficient with VMware & virtualization technologies
Experienced in Enterprise Storage Systems (EMC, Dell EqualLogic)
Comprehensive knowledge of network technologies and solutions (IP, DNS, DMZ, Proxy, Firewall, Routing, Switching, etc.)
Advanced support and administration of Windows Server and Redhat Linux systems
Experience and familiarity with Cloud services and solutions a plus

229

Manager, IT Operations Resume Examples & Samples

Maintain and ensure maximum sustained performance and availability of the Company's data center systems
Develop and implement the infrastructure operational strategy that enables innovation and seeks to leverage
Recruit, select, manage and develop employees, if applicable. Make decisions regarding hiring, promotions, salary adjustments, discipline, and any other changes of employee status
Drive a cross functional team (including equipment or service vendors) in diagnosing issues and initiating appropriate actions for repair or mitigation and provide appropriate status, communications and root cause analysis to management
Help develop policies and procedures related to IT Operations Infrastructure
Lead teams in major projects and implementations, including project leadership, task assignments, and day-to-day direction
Bachelor’s in related curriculum such as Information System
8+ Years of Related Experience
Strong understanding of infrastructure, architecture and design of complex globally dispersed distributed systems
Thorough understanding of operational support processes, excellent business acumen and ability to direct team in dissecting and diagnosing complex problems
Experience with networking, connectivity standards, rack and cabling infrastructure as well as power management/monitoring
Strong expertise in database, backup and storage technologies
Thorough understanding of server virtualization technologies and support
Strong understanding of VDI solutions and support
Strong interpersonal skills – ability to manage associates in a diverse and stressful environment
Excellent customer service skills - ability to resolve escalated customer issues in a timely manner
Experience defining and managing transition from project release to operational support using a criteria and quality-based approach
Strong communication skills (oral and written) – ability to communicate with all levels of management
Leadership skills and ability to inspire team members. Proven record of building high performing teams
Proven time-management skills – ability to multi-task and prioritize work in a highly reactive environment
ITIL Service Management Essentials or Foundation certified a plus

230

IT Operations Technical Analyst Resume Examples & Samples

Responsibility for resolving incidents & requests in line with the defined ITIL based processes and to agreed Business service levels
Representing GroupIT within the business and at all times delivering world class customer service
Day to day management of the Bodycote infrastructure in the field covering technologies around Servers/os & Storage, Backup, LAN connectivity, Mobiles and Telephony, local IT Facilities and Endpoint device management including Reprographics. To include monitoring, checking availability & capacity of local infrastructure and applying changes in line with the agreed change management process
Work with the problem management team to resolve issues and address corrective actions identified by our service improvement program
Collaborating globally with Bodycote IT resources, supporting over 3400 IT users in over 190 locations speaking English, French, German, Italian, Polish, Czech, Swedish, Finnish, Dutch, Danish, Portuguese, Turkish and Chinese
From time to time involvement in new and on-going IT projects to upgrade and improve the Bodycote infrastructure
Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand and follow rules and procedures and accept constructive criticism
May have access to compensation information of other employees or applicants in this role and as such cannot disclose the pay of other employees or applicants to other individuals
May have access to proprietary and third party information necessary to the business and as such will perform duties in an ethical and professional manner
Education – Bachelor’s Degree
Must demonstrate the ability to read, write and communicate the English language
Knowledge and hands on experience of computer applications including Microsoft Office and databases is required
Minimum of 5 years of experience supporting a complex Windows based environment
Strong technical background covering Microsoft technologies [Active Directory, DNS, SCCM and terminal services and understanding of networking fundamentals (LAN,WAN)]
Knowledge of Windows Server 2003 through 2012
Understanding of networking fundamentals (LAN, WAN and Switches)
Knowledge of Backup technologies, preferably DPM 2012 and HP LiveVault / Connected
Anti-virus technologies, preferably Sophos
Working knowledge of ITIL
Highly professional presentation
Demonstrate excellence in oral and written communication
Must have a flexible approach, a sense of teamwork is essential
Analytical mind who can bring clarity to difficult situations
Ability to work well and continue to deliver results under pressure
Excellent interpersonal skills and an ability to establish credibility quickly
Self-motivated with ability to work without direct management control
Must be able to deal with customers / suppliers / peers at all levels in a professional manner
The ability to communicate with customers with a wide variety of IT experience is essential together with patience, understanding and responsibility for customer’s problems
Must have keen sense of urgency and be prepared to take responsibility for assigned incidents & requests
Must be willing to travel and to stay away from home as and when requested to suit customer requirements
Must be tolerant and adaptable to change

231

IT Operations Technician Resume Examples & Samples

Works with the 2nd and 3rd level IT staff to solve issues related to Ritchie Bros. application systems, infrastructure and associated software products
Effectively respond to requests for technical assistance in-person, via phone, and/or electronically and advise users on the appropriate action to be taken
Communicate effectively and professionally with all levels of the company and ensure that their expectations have been managed
Diligently log, track and monitor detailed information, about all IT Operations interactions and requests using our ITSM tool
Prioritize work queues and monitor urgent incidents to ensure timely resolution
Diagnose and resolve technical hardware and software issues or redirectissues to appropriate resources if required
Document issue resolutions
Pro-activelyresearch questions using available information resources
Advise users on appropriate actions to take
Adhere to and follow standard IT Operations procedures
Identify and escalate situations that require urgent attention according to the Operations standard operating procedures for incident management
Configure and test outgoing workstations, new system configurations, applications, etc
Investigate and use a knowledgebase to find the correct solution
Contribute to knowledge articles about the resolution of incidents
Keep abreast of current changes and updates related to system information

232

Director IT Operations Resume Examples & Samples

Responsible for driving the adoption of best in class, large scale IT operations, file/batch management, EDI development and delivery disciplines including (TDD, quality frameworks, DevOps, Agile, continuous integration, performance, release deployment) within our Healthcare platforms and systems
Strategy and execution within the guidelines of the larger enterprise’s transformation plans
Interacts with technology staff across Development, Operations, Quality, Architecture, Infrastructure, Support, Product Management and Portfolio Management
Collaborates with clients, industry forums and support teams to gather insight, build and influence best practices, and enable DST to be recognized as an industry leader in healthcare software development and delivery practices
Provide and receive feedback on a regular basis from a large group of people (both internal and external). Strong communications, clarity around decisions and the ability to adjust messaging as needed are critical components of this role
Execute goals and strategies to accomplish successful results for the IT Operations
Bachelor’s degree in Computer Science, Engineering or related field or 8 years relevant technology infrastructure experience in an applicable industry

233

IT Operations Specialist Resume Examples & Samples

Proven ability to work in a fast paced environment and manage multiple deadlines and priorities
Strong technology background, demonstrated history of design and implementation experience
Demonstrated ability to understand, evaluate, and deploy new and emerging technologies
Strong understanding of virtualization fundamentals; IaaS services (compute, storage, network)
Development background in scripting/automation is an asset (shell, python, java, etc.)
Cloud platform experience (VMware vSphere, OpenStack, Azure, AWS)
OS (RedHat Enterprise Linux 6.x & 7, Windows Server 2012)
Middleware/Applications (JBoss, WebSphere Application Server, Node.JS)
Databases (Oracle, SQL Server, MongoDB, Postgres, Cassandra)
Other technologies (Splunk, Atlassian tool suite)

234

IT Operations Manager Resume Examples & Samples

Minimum of 12 years of relevant experience with a Bachelor degree
Current Secret Clearance with ability to obtain Top Secret
Ability to obtain SAP/SAR Program Clearances
The successful candidate will have experience working within a classified environment and understand how an infrastructure must abide by government requirements
General experience with Data Networks (WAN/LAN), open systems server, workstation HW and SW service platforms
Proven experience with Network Storage infrastructure (HW and SW) and Network and host-based security and associated management systems
Prior mid-level or advanced experience as an IT Leader
Project/Program Management experience
Demonstrated performance in working in a fast paced matrixed resource environment while delivering a quality work product and having positive customer satisfaction
Candidate should possess good interpersonal and leadership skills, excellent verbal and written communication skills, and a strong willingness to learn
Experience in a high impact, business critical environment
Be driven to deliver highest level of uptime and service to the customer base

235

Associate IT Operations Specialist Resume Examples & Samples

Configure,monitor, tune, perform trend analysis, and performance optimization of MS Servers, MS Active Directory, MS SQL server and VMWare ESX
Maintain and manage Windows patch management environment
Monitor, tune, trend analysis, and performance optimization of physical and virtual servers
Recover failed physical and virtual servers in the event of a catastrophic failure
Recover MS Servers, MS Active Directory, MS Exchange, MS SQL server and VMWare ESX in the event of a catastrophic failure
Document all IT Operations issues as they are reported using the current IT ticketing system
Experience with NetBackup and Veeam with Quantum storage devices
Excellent computer, troubleshooting, problem solving, and organizational skills and attention to detail
Able to maintain professional demeanor under stress
Demonstrated willingness to learn and adapt to changes in technology
At least two to three of experience as a System Administrator or equivalent position required

236

IT Operations Manager Resume Examples & Samples

Build and maintain trusted relationships across the IT, HR, Finance, and business teams
Manage key vendor relationships. Creating value opportunity for BC to acquire the right technology at the right price
Understand business fundamentals for what BC does, how we make profit, manage costs, and grow
Lead disaster recovery and business continuity planning and execution
Lead a small team of systems analysts to manage the day to day operations for datacenters, networks, servers, backups, monitoring and applications at BC
Perform application upgrades as needed
Understand application inter-dependencies and integrations
Train end users on new and changing systems
Responsible for documentation of application configuration, e.g. data flows
Responsible for access control and reviews
Automation of routine tasks using PowerShell or other scripting languages
Maintain application and system monitoring infrastructure, including system design documentation
Execute department procedures and standards
Break/fix troubleshooting of enterprise systems
Respond to thresholds and alerts to ensure availability of systems
Write and prepare documentation or reports
Bachelor’s degree (preferably in Computer Science or Computer Engineering) or equivalent experience
Minimum of 5 years of progressive IT leadership experience, including direct supervision of 3 or more employees
Experienced leader of people. Able to provide and establish clear direction for staff. Mentor and coach junior staff and develop talent; build great teams
Minimum 2 years’ experience working with Microsoft server, Internet Information Services, and other applications
Minimum 6 years’ experience with Windows Server administration
Strong hands-on knowledge of data centers, networking, VMWare, Citrix, Windows, and storage, VoIP
Working knowledge of cloud technologies e.g. SaaS, IaaS, PaaS. Office 365, Azure, AWS
Experienced with Information Security standards and practices
Experienced in creating, managing IT process best practices based on ITIL framework. Specifically: Service Catalog, Incident and Problem Management, Capacity Planning
Experienced in project management fundamentals
Experience in budget forecasting and management
Excellent Listener, Effective Manager, Trainer, Problem Solver, Detail Orientated, Effective Communicator, Team Player

237

IT Operations Transformations Resume Examples & Samples

Bachelor's degree in Business Management, Engineering, or other business-related field
3+ years of relevant consulting or industry experience
Experience working independently with minimal guidance
Strong problem solving and troubleshooting skills with experience exercising mature judgment
Proven experience effectively prioritizing workload to meet deadlines and work objectives

238

Site IT Operations Manager Resume Examples & Samples

Work with local IT and business teams to ensure the business continuity of site specific IT services. Adhere to global IT policies and procedures as required
Work on IT problems of moderate scope where the analysis of data requires a review of a variety of factors using Root Cause Analysis
Be responsible for a variety of infrastructure and application support activities including technical areas such as server hosting, virtualization, networking and application deployment to local onsite users
Develop IT solutions using a multi-disciplinary approach and knowledge of basic IT principles, theories and concepts
Formulate solutions for (technical) partial problems by combining previous experiences in IT based upon technical analysis and (feasibility) studies
May lead small IT projects, managing a small number of people
Bachelor’s degree in IT or related discipline
5+ years of related experience in IT

239

IT Operations SME Resume Examples & Samples

Develop a good understanding of the activities required to execute Service Management functions
Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area
Participate in regular meetings with stakeholders, prepare and document meetings, track progress
Provide input and contribute in Service Management related audits
Collect, analyse and produce metrics on process data for KPIs to find out improvements
Provide governance to ensure appropriate planning and reporting
Undertake start of day, intra-day, end of day and end of period procedures as defined in the Service Operations run book to ensure that production configuration items deliver required services
Ensure familiarity with the applications, tools, feeds, data, batch files etc that are being managed and / or supported
Maintain a thorough understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical support (including understanding of market feeds, reference data problems, batch processes, system interfaces, business rules etc)
Derive and apply strategies for resolving and solving application incidents/problems. Apply business and required technical skill sets to resolve issue promptly and accurately. Seek early advice where appropriate
Test both in-house and vendor applications. Display experience and understanding of all aspects relating to support and testing – test environment set-up, test data, test scripts
Develop SQL scripts – use provided tooling to undertake required maintenance activities
1 yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
1 yrs practical experience of end to end configuration management
Experience of run-book execution
ITIL / best practice service context
Profound analytical skills

240

IT Operations Europe Resume Examples & Samples

Identifies and diagnoses, and resolves IT infrastructure problems on 1st level (first/single point of contact) for all Trelleborg users and communicates solutions to end-users in a user-friendly, professional manner
Escalate incidents to next level support when the solution is unknown or cannot be solved within defined time frames
Manage end-user incidents and prioritize work based on defined SLAs
Deal with multiple users and prioritizes service in line with business needs
Support of asset management processes following defined Trelleborg IT standards
Education of users based on Trelleborg processes to make optimal use of Trelleborg business systems
Active contribution to 2nd level group activities where required
Contribute ideas to improve IT processes/services
Support implementation of new and/or improved IT processes following Trelleborg IT standards
Improvement of personal skills within the area of responsibility
Problems, solutions, results of project work as well as any elaborated results within the area of responsibility must be documented in an understandable manner
Work collaboratively with others to achieve group goals
Associates degree of computer science or Bachelor degree is of advantage, but equivalent combinations of education, experience, and certification will be considered
Experience of working in a preferably global IT organization underlined by respective training certificates, such as CCNA; MCSE or equivalent
Experienced in implementing, documenting and operationally maintaining IT infrastructures
High level of customer focus and strong customer support commitment
Excellent verbal and written communication skills in English
Keen interest in working in a culturally diversified fast-paced environment

241

VP-it Operations Resume Examples & Samples

Central Ownership of Issues and Service Requests
Leading and managing the Level 2 support team as well as the service desk process to ensure team and individual performance levels meet client needs consistently
Responsible for tracking and progress of incidents to conclusion and in line with SLAs and quality standards
To build services relationship with clients, to conduct attend service reviews for key clients, to review performance reports, service improvements, quality and processes
To provide management and performance reports to an agreed schedule
To continually measure, monitor and work to drive down incident levels. This will relate to product and customer problems
To ensure that the service desk actively participate in improving the usability and reliability of ACC applications and services
Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels
Responsible for making sure that working practices and processes exist, are robust, wherever possible are standardized and repeatable and support the Service Desk team day to day activities

242

IT Operations Manager Resume Examples & Samples

University degree a Business-Computing related subject or comparable qualification
Work experience within international IT environments
5 year experience in IT Service and/or Project Management (agile methodology will be a plus)
Ideally PMI certified Project Management Professional (PMP)
Strong Service Management skills (ITIL certification will be a plus)
Excellent interpersonal skills to interact effectively with end users
Language skills: fluent in English both spoken and written

243

IT Operations Manager Login to Save This Vacancy Resume Examples & Samples

To ensure that the operational maintenance Halfords servers, storage and other back-office elements is in-line with industry good practice
Provide capacity management and planning for supported infrastructure
Provide support for the transition of technical elements into the wider IT Service and Operations team
Provide support for the execution of business as usual changes
Lead and develop the IT Operations team maintaining appropriate skills to support the business needs
Manage all aspects of the team workload including effective prioritisation whilst managing your own call stack
Ensure that production services are maintained to SLA across the 24x7x365
Responsibility for the planning and execution of technical DR and BCP exercises
To manage the input of third parties who provide elements of our infrastructure including a lead role regular Service Review Meetings
Develop, document, implement and maintain procedures and standards, in line with ITIL best practice, for IT Change Management processes
Accept all IT changes, logs and prioritise in preparation for associated change board meetings
Manages and issues the change agenda
Updates change agenda and supporting documentation including actions taken during life of the change
Participate in support knowledge transfer activities with internal or external teams using the Service Now tool as appropriate as a single point of information
Ensure a detailed Knowledge base is maintained of technical elements supported by the team and be an active participant in new project handover to support (HOTS) meetings
Develop and maintain a database of software and operating system license details (CMDB) to eliminate non compliance
Participate in the IT Change Management process ensuring all changes have appropriate approval granted
Support the Service Delivery teams in defining service levels supported by the technical elements
Provide the necessary technical reporting collateral to support the service delivery reports
Keep abreast of industry trends and make recommendations to that would drive continuous service improvement
Provide technical input for future changes to the technical environment, attending meetings or forums as appropriate
Ability to handle concurrent tasks with appropriate priority and to help the team to manage their workloads accordingly
Self-driven with the ability to work independently and interact with project teams & Support Teams effectively
Customer focused with a passion and drive to deliver customer satisfaction and value back to the business

244

Senior IT Operations Specialist Resume Examples & Samples

Daily/weekly review of SCO / High visibility changes
Manage Monthly LOB stake holder meeting
SCO problem record review and escalations
Member of SCO Change review Board
Oversee vendor’s service delivery and escalation
Attend all SCO Root Cause Analysis meetings
Provide operational consultancy for future-state technologies
Monthly operational reports (MOR) & service availability reports
Minimum 5 years working experience with high visibility applications and/or IT infrastructure – technical, Management, or Service delivery
High level understanding of large scale IT environment. (including multiple legacy environments, distributed environments, Cloud, and data networks spanning North America)
ITIL Essentials certificate – Demonstrated sound understanding of Incident, Change, and Problem Management methodologies as well as solid experience in a large Production environment
Collaborative: formulate continuous improvement strategy and assemble the resources necessary to deliver against plans
Facilitate and communicate well to manage internal and external relationships to ensure seamless delivery service to the business. Proven track record of effective IT specific communication to executives or customers
Strong Relationship Management: ability to apply proven business-focus and Service Management best practices to deliver infrastructure technology as a "service" recognizing the service in terms of availability and customer experience, time to market and cost effectiveness
Expert problem determination skills to drive quick and efficient resolution of conflict
Working experience with SLA/SLO or vender management
Excellent Presentation skills – Quick, effective, and efficient delivery of SCO content to business partners
Experience in a High pressure fast moving environment

245

Senior Director, Global IT Operations Resume Examples & Samples

Partner across Haemonetics to develop an Infrastructure services and support strategy that is agile, saleable and cost effective
Lead a global organization of 20+ employees and contractors and manage a budget of ~$10 M
Drive a culture of continuous improvement and lean thinking
Manage the ongoing environment, ensure compliance and security
Define and drive KPIs for Infrastructure support and services

246

Manager IT Operations Resume Examples & Samples

Manage the central Operations Teams to ensure they offer the agreed service to support all in scope systems and servers and support local systems and teams as agreed and to SLAs
Provide a central point of contact Globally for the Operations teams and coordinate activity with the IT Engineering and applications teams
Ensure the team provide effective and timely first & second line IT Support for any reported IT problems or requests & to be on call out as part of rota for Data Centre support out of hours
Work with the IT Technical Engineering (L3) teams to offer appropriate support and resource for technical projects and production handover
Ensure support Rotas are maintained and efficient. Escalation of any issues that are likely to impede the timely resolution of any IT problem or Service request
Provide coordinated support for Server rooms across AGCO. Timely notification of scheduled and unscheduled Service outages to affected end users
Be a "Major incident manager" coordinating global response to any critical IT issues on a rota basis
Provide budget control for staff, hardware and software contracts within scope

247

Senior IT Operations Manager Resume Examples & Samples

Reporting to the Program Manager, this position manages and has full accountability for the operation and maintenance of the entire IT infrastructure of DTRA, including the network and data center comprised of the NOC, Data and Voice network, storage, compute and all services provided by these components
The successful candidate must demonstrate proven leadership skills to manage operations personnel performing complex tasks in a fast paced IT environment. Management duties include: customer interaction, personnel scheduling and performance management, system and service monitoring, process adherence, SLA management, continual service improvement, major outage management, on call duties, and functioning as the owner of all infrastructure upgrades and changes
Candidate will direct personnel and manage, schedules, services, and deliverables to ensure contract compliance and high customer satisfaction
The position is responsible for establishing continual evaluation and improvement practices that advance operational effectiveness validated by key metrics
BS/BBA degree from an accredited institution in Computer Engineering, Computer Science, Information Systems, or a related technical discipline
10+ years’ experience at the supervisory level, leading one or more IT Service organizations with complex networking and data center responsibility for business / mission critical services
Experience supporting government customers in secure environments, familiarity of Federal Information Security Management Act (FISMA) operating standards and applicable guidelines
Principles and practice of system configuration management, System Security; scripting. Familiarity with Microsoft, RHEL, data center architecture, WAN/LAN, server, storage, virtualization, cloud services, scripting, work flow automation/configuration practices
Knowledge and experience in infrastructure design and engineering; knowledge of current and emerging network and infrastructure technologies
Certification in one or more of the following: ITIL, DevOps, PMP (preferred), security, systems management, or related disciplines
Solid understanding of civilian government standards for security (such as FISMA, NIST, and TIC), contracting, acquisitions, OCI, and onsite contract execution
The desired candidate will have previous experience supporting, developing deployment pipelines and establishing tool chains that further automation/situational awareness across the IT lifecycle

248

IT Operations Manager Resume Examples & Samples

Developing and maintaining relationships with core SGS business stakeholders in order to align IT support services to business requirements and propose IT solutions in line with Group standards and opportunities
Provide clear and easy communication between the business and its staff around change events that relate to the local IT environment and under instruction from the IT Regional manager
Review of infrastructure monitoring and knowledge-base platforms to ensure service is visible, maintained and appropriately supported appropriately
Drive the development of IT procedures used by both multiple IT and non-IT audiences, including driving subject matter experts to the required standard of quality
Managing operational supplier relationships for IT services to the business (with Procurement) to ensure key local technology deliverables are well managed
Drive high urgency local projects to allow excellent levels of communications, deadline management and supplier relationships on behalf of the IT function
Overseeing the day to day operation of frontline IT support and meeting with the support supplier’s leadership on a regular basis
Direct needs around IT invoicing & purchasing aligned to SGS policies to maximise spend and efficiency
Participate in IT change management process and continuous improvement workgroups
Provide technical assistance, advice and leadership to support functions as required
Participate and act as local champion and organiser for the implementations of Group IT initiatives
Be compliant to all SGS QHSE and HR policies and procedures
At all times, comply with SGS Code of Integrity and Professional Conduct
Active Directory, Windows Server and Office support and product suite awareness
Remote user support and team leadership
Clear understanding of networking in a large, dispersed WAN environment
Experienced use of case management systems in a leadership role
IT supplier co-ordination to a high level of competency including KPI/SLA reviews, reporting and performance troubleshooting and contract reviews
IT tech worker oversight / team leadership (or equivalent experience)
Project administration or Project management exposures
Proven experience in dealing with staff and management at all levels
Exposure to technical support (including deployment user support) of cloud-based technologies such as Office 365 and IaaS environments
ITIL Foundation Certification required
MCSE preferred (or equivalent experience)
Understanding of IT security expectations suited to the local market
Frontline Management / Managing People & Processes completion preferred (or equivalent experience)
Current, valid drivers licence

249

IT Operations Manager Resume Examples & Samples

Work together with IT Operations staff to plan and execute projects, ensure that teams have appropriate product and technical specifications, direction, and resources to deliver products effectively by establishing realistic estimates for timelines while ensuring that projects remain on target to meet deadlines
Work cooperatively and collaboratively with other IT Operations teams within the company to share resources and maintain a shared, cohesive, technological direction as identified by the IT Director
Insure the IT Operations staff is effectively following ITIL based Change and Release Management processes and procedures
Track and report the status of IT related projects, acting as a gateway through which work should be assigned to appropriate IT Operations staff while ensuring that project scope is adequately focused and defined
Demonstrate leadership abilities to our commercial and government clients with the deployment of hardware, software, and ongoing maintenance that are coordinated based on defined schedules. Will be held accountable for “delivering projects on time, every time”
Lead the analysis of complex data using a variety of IT tools and prepare reports on system performance, availability, and other statistics for consumption by the IT Director and Program Management office. Ensure that systems are sufficiently monitored using specialized hardware and software to ensure maximum efficiency, early detection of pending issues, and to minimum outages. Coordinates the timely resolution of performance issues or outage conditions
Administer rotational on-call schedules and duties of the IT Operations staff. Coordinate and direct IT Operations staff activities after hours and weekends during deployments, upgrades, and maintenance. Serves as the first level of escalation for IT Operations staff. Assists IT Operations staff with the analysis, diagnosis and correction of problems related to the hardware and software assets of the company
In conjunction with the IT Director and System/Software Architects, demonstrate an Information Technology plan that meets the future needs of our commercial and government clients on technical challenges of industry demands
Manage the schedule and installation, configuration, operation, backup, recovery and general maintenance of servers, storage, workstations and related infrastructure for the company. Owns the content and coordination of all IT related plans, including the IT portions of the Disaster Recovery and Business Continuity plans
Serve as the technical lead from an IT Operations perspective in all client meetings which have implemented SGS Testcom programs and/or products. Collaborate closely with the other IT Managers, their Staff, and the IT Director on all new and existing company programs and initiatives
Evolve the existing systems, applications, programs and their related architecture as needed. Lead the analysis and present recommendations for both hardware and software solutions for existing and future programs or initiatives of the company
Help IT Operations staff resolve human resources issues. Tracking and approving vacation time. Insure that the staff is allowed sufficient time during the year to take their allotted vacation time. Monitoring individual employees’ performance and relaying this information to upper management using guidelines established by Human Resources
Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
Review financial, billing and contractual documents, and other performance or monetary data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Manage the negotiation and acquisition of support contracts related to IT assets of the company
Determine staffing requirements, and interviews, hires and trains new IT Operations employees, or oversee those personnel processes
Any system related Certification (e.g. Red Hat Certified Technician (RHCT))
Any storage vendor related Certification (EMC / IBM / HP / Hitachi / Fujitsu)
Any virtualization related Certification (e.g. VMWare Certified Professional)
Any networking related Certification (e.g. Cisco Certified Entry Networking Technician (CCENT))
Any database related Certification (e.g. Oracle Certified Associate (OCA))
Project Management Certification (e.g. PMI Project Management Professional)
Proficient level scripting language ability
Proficient level ability utilizing UNIX and Windows command syntax
Proficient level ability regarding use, administration and architecture of network assets
Proficient level ability regarding use, administration and architecture of server assets
Proficient level ability regarding use, administration and architecture of operating systems
Proficient level ability regarding use, administration and architecture of disk arrays and disk subsystems
Proficient level understanding of security architectures and solutions as they relate to IT systems
Proficient level ability using general office tools including but not limited to Microsoft Windows based workstations, Microsoft Office suite of applications, and general Web based software tools
Strong leadership, project management skills, time management, and problem solving skills
Project management experience desired
Ability to excel in idea generation, evaluation, and prioritization, customer and partner engagement, cross-functional technical program management and building/ developing great engineering teams
Experience solving complex and large-scare hardware/software problems
A record successful delivery of IT solutions as an individual, team leader and or/ IT Manager
A willingness to dive into IT environments and technical issues as part of maintaining the skills necessary to manage and advocate products and projects
An entrepreneurial spirit with strong product and program management skills
Ability to work with technical and non-technical business owners to get things done

250

IT Operations Exec Director Resume Examples & Samples

Minimum of ten years in information technology, including management, technology selection and implementation, data center operations, workstation support, service desk management, NW/Telecom management and installation support, infrastructure, project management, technology policy/procedures, and process management required
Minimum of six years leadership experience required
Bachelor's degree in computer science or management information systems required
Ability to establish order and perform in a complex, changing environment required
Demonstrated strength in leading individuals and teams in strategic thinking, formulation of transformational initiatives and effective execution of initiatives required
Ability to process understanding of application capabilities in order to address necessary requirements of the operational environment required
Ability to facilitate consensus in a matrix environment required
Proven experience in leading information technology process and procedures required
Exceptional interpersonal and communication skills required
Technical knowledge of hardware and software in Virtual infrastructure, mainframe, client/server, and PC networked required
Ability to motivate a diverse workforce with varying degrees of technology background and knowledge required
Ability to work with senior executives, physicians, hospital management, faculty, and researchers required
Certification(s) in Business Continuity, Disaster Recovery, Process Management, Quality, Project Management required
Master's degree(s) in computer science or management information systems preferred
Manage information systems functions and personnel in an academic medical center environment preferred
Technical knowledge of hardware and software in Virtual infrastructure, mainframe, client/server, and PC networked environment preferred
Working knowledge of systems, network architecture, software development methodology, systems and network design and troubleshooting preferred

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