Manager, IT Operations

We are seeking an IT Operations Manager who is eager to lead a team providing infrastructure Portfolio Management (IPM) services for our Tax and Accounting Division. The IPM team provides services including Service Delivery, Infrastructure and Application Compliance, Engineering, Reporting and Governance. You will support a wide array of cloud-hosted applications utilizing IaaS, PaaS and microservice architectures. The scope of responsibilities includes providing operational support for infrastructure and application components, application deployments, deployment pipeline management, projects and technology upgrades, environment readiness, and improving overall production support and application performance. The candidate must have strong leadership skills along with a deep technical knowledge in the areas above and enjoy playing a hands-on role and diving deep into technical details when necessary.

• Infrastructure and Application Compliance - Provide leadership and oversight for operational readiness, technology standards and compliance, security updates and vulnerability mitigation, audit and compliance reviews and attestation, and configuration management. Work with other managers and engineers to support implementation and enforcement of technology standards across multiple applications. Work hands-on to plan and implement technology changes.

• Service Delivery. Support onshore/offshore teams focusing on the maintenance of a portfolio of applications in each of the Production, Disaster Recovery and Non-Production environments. This includes incident management, change management, request management, problem management, application monitoring, performance/capacity management, managing SLAs and ensuring that the applications are meeting the committed SLAs and SLOs. It also includes collaborating with key product managers and BU stakeholders in developing an application roadmap and application lifecycle strategy. 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.

• Manages production, staging and test environments working with infrastructure team including developing and validating compliance with technology and security standards and procedures.
• Manage the monthly security patching program for all IPM-supported applications and ensure compliance.
• Manage the security vulnerability scans for all IPM-managed applications and ensure vulnerabilities are remediated within established time frames
• Provide support for security assessments and audits for all IPM-supported applications including NIST and SOC 2 by defining standard documentation to be used, ensuring all applications compliant, scheduling assessments, gathering evidence, and participating in interviews with audit teams.
• Provide oversight and support for the DR programs for each IPM supported application by working with the Service Delivery team to maintain documentation and coordinate annual assessments and testing.
• Oversee the Operational Readiness programs for all IPM supported applications by working with the Service Delivery teams to ensure all activities are performed and reporting is completed within the required timelines.
• Supports the TAA Finance teams with Cloud OPEX reviews and analysis
• Manages and appropriately escalates delivery impediments, risks, issues, and changes associated to compliance and governance initiatives and deployments.
• Works across teams and with vendors to successfully identify, prioritize, and resolve issues and provide subject matter expertise for enhancements, developments, and operational improvements.
• Identifies technical and process improvement opportunities and socialize/advocate to get them implemented.
• Resolves conflicts by demonstrating leadership and appropriate decision-making competencies.

• Lead technical teams in triage and resolution of critical incidents.
• Taking on related duties as directed. Investigating new technologies.

• A Bachelor's 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 Master's degree in a related technical subject a plus.

• Minimum 10 years technology focused experience in IT Infrastructure/Application Operations or related functions including 5+ years of technology leadership or management experience with a demonstrated understanding of ITIL and DevOps including technical quality control processes, artifacts, and tools.
• Experience working with public and private cloud-hosted environments is required (Microsoft Azure preferred).
• ITIL experience
• Release and Build deployment experience
• Understanding of app and infra monitoring tools.
• Experience on Application Operations and Azure Devops skills is preferred
• Practical experience working with Azure IaaS/PaaS platforms and associated components is preferred

• Azure certification preferred
• Security certification (CompTIA Security+, CISSP, GSEC etc) preferred
• 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.
• Highly organized and productive.
• Possesses high level understanding in the areas of web application programming, content management systems, API, databases, and system design.
• Excellent judgment, analytical thinking, and problem-solving skills.
• Deployment tools such as Octopus, Puppet, Chef or similar.
• Monitoring tools including App Dynamics, Datadog, Azure Monitor or similar.

• Less than 5% domestic travel but may vary.