Position Description:. The IT Operations Manager will oversee and directs the day-to-day activities of (IT) operations for a large scale client case management solution ensuring that systems, services, and infrastructure work reliably and securely. He/She will lead teams that develop and implement networks and servers, respond to user help desk requests, and monitor system stability and performance. Provides guidance and leadership to the IT operations teams and technicians, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to proactively prevent delays and outages and quickly resolve ongoing issues.. Your future duties and responsibilities:. Day to day management of teams comprised of technical support personnel of varying skill sets and abilities. Service Desk Management with dispersed personnel - design and manage interfaces with the enterprise service desk to include hand-offs and inter-task communications. Systems Administration - support maintenance, upgrades and troubleshooting for existing systems infrastructure. Performance Reporting - provide analysis and reporting against established performance standards to identify trends, potential issues and remedial actions required to bring about compliance.. Deployment Management - Manage technical refresh of desktop computing systems. Create and distribute project plans and procedures for technical staff. Manage schedule, resources and costs. Report on deployment progress to senior management. Interface with IT engineering and business systems teams to ensure smooth transition from IT infrastructure/system deployment to operations. Day to day monitoring of platform components for resolution of user and technical issues. Leverage industry best practice solutions for automation of for business process functionality. Understand and comply with corporate IT policies and develop procedures to ensure timely execution. Required qualifications to be successful in this role:. Bachelor's degree in related field. Minimum of six (6) years of experience management of large scale, complex systems. Experience with ITIL and ITSM. Project Management Professional (PMP) certification highly desired. ITIL v3 Foundations Certification or higher highly desired. Experience with large CRM tools preferred. Experience with Microsoft Azure or Cloud Service platforms. Knowledge of the Agile mindset and practices. Experience using project management and task management software solutions, including Microsoft Project, Jira, and Team Foundation Server (TFS). Knowledge of SharePoint, OpenText, Drupal or Microsoft Dynamics. Possession of excellent oral and written communication skills. Strong team management and leadership experience. Ability to work independently. Ability to obtain Public Trust clearance. Due to the nature of this government contract, US Citizenship OR Permanent Resident (Green Card) is required.. What you can expect from us:. Build your career with us.. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change--supporting our clients' digital journeys and offering our professionals exciting career opportunities.. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.. Be part of building one of the largest independent technology and business services firms in the world.. We are CGI. You may not have heard of us before, but we are one of the world's largest IT companies and work on projects across a range o... Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task
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