Careers

Senior Manager Enterprise Operations

Shaw Systems is a national software development company that has an established record of solid financial performance and an excellent reputation for providing quality products.

The Senior Manager, Enterprise Operations Center (Enterprise Operations) leads a 7x24x365 Cloud / Data Center Enterprise Operations team monitoring and supporting Shaw's technical assets and operations. In this role, the Sr Manager leads, guides, and directs the daily Enterprise Operations operations. As part of the Enterprise Operations operations charter, and in partnership with the Chief Operating Officer, Enterprise Operations owns, manages, monitors, alerts, troubleshoots Shaw’s Infrastructure and Cloud environments and resolves all issues and incidents.

Responsibilities

  • Leads the Cloud and Service Operation teams daily in support of all designated Enterprise Operations functions with limited oversight
  • Leads a team consisting of employees, onshore contractors, onshore service consultants, onshore vendors, offshore vendors, and offshore contractors
  • Works closely with the Information Security Office and Manager of Change and Issue Management, escalating all potential security incidents within Shaw's incident response policy and procedures
  • Manages the expedient resolution of all system, network, and security related issues escalated to Enterprise Operations Team in a 7x24x365 working environment; where appropriate provides hands on technical expertise
  • Defines Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) both internally and with our clients and other support groups
  • Defines processes and metrics to ensure Shaw is meeting those KPIs and SLAs for the Cloud and Service Operations Teams
  • Develops and manages staffing requirements training, developing, and retaining highly qualified team members
  • Develops and documents standard operating procedures (SOPs) and ensures that the staff is thoroughly versed in and adheres to said SOPs.Enterprise Operations
  • Works closely with internal and external Enterprise Operations teams to form a cohesive and effective unit
  • Ensures Enterprise Operations receives timely and practical training on all current and new technologies and processes
  • Routinely engages with cross-functional teams to evaluate Enterprise Operations's ability to meet stakeholder needs
  • Regularly reviews SOPs and protocols to ensure Enterprise Operations continues to meet operational requirements effectively
  • Develops a deep understanding of operational risks and drives the response process to minimize the impact of these risks
  • Influences and improves upon existing processes through innovation and operational change
  • Implements projects to meet Enterprise Operations, Information Security and other Operations goals and objectives
  • During a crisis or incident, provides critical information and strategic updates to leadership
  • Manages and reports on all activities associated with the health, performance, and reliability of all systems, servers, and services under Enterprise Operations control, including capacity planning, availability trending, and application performance
  • Evaluates existing technical capabilities and systems and identifies opportunities for improvement
  • Develops a strong working relationship with key business partners to ensure cross-departmental co-operation and business support to include local emergency services

Requirements

  • Minimum of 8 years of progressive career technical and leadership advancement in IT Systems and Server Operations in relevant industry sectors managing multiple and complex IT Data Centers, Cloud, Applications, and IT Infrastructures
  • Five years of comprehensive knowledge of business systems and server technology, storage systems, networks, information security, and or related data center technologies
  • Demonstrated ability at solving complex technical issues and challenges
  • Experience with assisting in formulating and implementing procedures to improve service levels
  • Detail-oriented and strong analytical skills
  • Ability to multi-task and work in a deadline-driven environment without sacrificing customer service
  • The ability to quickly assess problems and find workable solutions
  • The skills to synthesize information, distill relevant facts, and reach logical conclusions
  • Excellent interpersonal, written, and verbal communication skills
  • Minimum of 3 years of hands-on technical knowledge and experience with the following:
    • Core Microsoft technologies including but not limited to Windows Servers, Active Directory, Office 365, MS SQL
    • Cloud
    • Network technologies LAN/WAN, subnets, firewalls, load balancers, VNETs, VLAN's, and VPN (Required)
    • Multi-domain Windows enterprise environment
    • Virtual servers in a VMWare environment
    • JIRA, SCSM, Confluence, or similar ticket tracking and documentation system
    • SolarWinds, Azure Monitor or similar network monitoring tools
    • IT audit and compliance

Preferred Experience

  • CCNA or other Network Certifications
  • ITIL standard practices and procedures

Please email your resume to: resumes@shawsystems.com