Manager, IT Operations
Company: Wolters Kluwer
Location: Jefferson City
Posted on: June 25, 2022
The IT Operations Manager will focus on several key areas for
multiple Business Units:
Service Delivery - Provide leadership to onshore/offshore teams
focusing on Application and Infrastructure monitoring for a suite
of applications in Production, Disaster Recovery and Non-Production
environments. Provide support for incident management, problem
management, application monitoring, performance/capacity
management. Ensure the applications are meeting the committed SLAs
and SLOs by providing monthly KPI reports for application
availability and critical incidents. Collaborate with key product
managers and BU stakeholders in developing monitoring standards and
a roadmap for strategic improvements to enhance monitoring and
observability. You will serve as a key resource for escalation
support and technical operations. You must be able to coordinate
between a variety of technical and non-technical experts.
Infrastructure and Application Compliance - Provide support for
operational readiness, technology standards and compliance, audit
and compliance reviews and attestation, and configuration
management. Work with other managers and engineers to support
implementation and enforcement of monitoring standards across
multiple applications. Work hands-on to plan and implement
monitoring technology changes.
Essential Duties and Responsibilities
Manage an end-to-end monitoring framework for Application and IT
Infrastructure supporting continual improvement of consumer facing
applications across multiple business units.
Manage a team observing application and infrastructure components,
including 24/7 monitoring of service quality from a customer
Being responsible for setting up and managing a centralized
end-to-end monitoring and event management framework for
Application and IT infrastructure.
Framework and delivery of a proactive event management solution
focused on achieving an exceptional customer experience.
Being responsible for fostering a continuous improvement culture,
identifying process performance improvement opportunities.
Applying a variety of visualization techniques and designing the
content and appearance of data visuals.
Operationalizing and automating activities for efficient and timely
production of data visuals.
Using pre-defined global Key Performance Indicators (KPIs) and
other metrics for measuring the efficiency and effectiveness of the
Fostering a strong partnership with all service owners for ensuring
monitoring framework meeting the expected requirements, creating
customer value, driving effective decision making and the
continuous improvement of services and service components.
Ensure day to day operations and support functions are
appropriately staffed and SLAs / SLOs are being met
Works with infrastructure team including developing and validating
compliance with procedures related to monitoring solutions and
Works closely with the development and change management teams on
release planning, preparation, validation and post-release
Resolves conflicts by demonstrating leadership and appropriate
Living Wolters Kluwer core values: Focus on Customer Success, Aim
High and Deliver, Make it Better, and Win as a Team
A Bachelors degree in Computer Science or another technical
discipline or equivalent experience is desirable however candidates
with non-technical degrees shall be considered based upon
significant job experience. A Masters degree in a related technical
subject a plus.
7+ years technology focused experience in application management
and IT infrastructure disciplines or related functions including 3+
years of technology leadership or management experience.
5 years of experience in technical solutions for monitoring.
Experience working with cloud-hosted environments is required
(Microsoft Azure preferred).
Experience with best-in-class monitoring and event management
Knowledge in data analytics.
Passionate about Customer Experience.
Experience data visualization tools.
Other Knowledge, Skills, Abilities or Certifications
Possesses excellent verbal and written communication skills with
the ability to interact across a diverse group of stakeholders
including development, product owners, business stakeholders and
subject matter experts.
Self-motivated individual that possesses excellent time management
and organizational skills.
Strong cross-functional collaboration skills, relationship building
skills, and ability to achieve results without direct reporting
relationships. Ability to manage onsite, distributed, and offshore
Possesses high level understanding of industry best practices for
monitoring infrastructure including IaaS and PaaS components,
Windows server, IIS, networking and storage components, and
application performance monitoring.
Basic understanding of monitoring trends including Observability,
Full-Stack Monitoring and AIOps
Experience with Monitoring tools such as App Dynamics, Datadog,
Azure Monitor (including Metrics, Log Analytics and App
Less than 5% domestic travel but may vary.
Job Location: Remote Work From Home USA / Wolters Kluwer Coppell,
TX USA office / Wolters Kluwer Wichita, KS USA Office
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries,
divisions and customer/business units is an Equal Opportunity /
Affirmative Action employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or protected veteran status.
Keywords: Wolters Kluwer, Jefferson City , Manager, IT Operations, Executive , Jefferson City, Missouri
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