Manager, IT Operations

Company: Wolters Kluwer
Location: Jefferson City
Posted on: June 25, 2022

Job Description:

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 perspective.

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 Monitoring services.

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 performance monitoring.

Works closely with the development and change management teams on release planning, preparation, validation and post-release monitoring.

Resolves conflicts by demonstrating leadership and appropriate decision-making competencies.

Living Wolters Kluwer core values: Focus on Customer Success, Aim High and Deliver, Make it Better, and Win as a Team

Job Qualifications
Education:
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.
Experience
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 tools.

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 teams required.

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 Insights)

Travel Requirements
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.

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