IT Operations Manager

300 JOHNNY BENCH DRIVE Oklahoma City, Oklahoma Apply
Job Description: The Manager of IT Operations is responsible for leading the Enterprise Systems Support engineering teams while enforcing the ITIL service management best practice. Supervisory Responsibilities: Manage employees in the Retail and Enterprise Systems department and responsible for the overall direction, coordination, and evaluation of these units. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Essential Functions: • Provide oversight and direction to Enterprise Systems Support staff including hiring, communicating expectations, planning, monitoring and evaluating performance, coaching, counseling, and developing employees; recommending compensation actions, and coordinating and enforcing systems, policies, and procedures. • Evaluate services for production readiness before they go live through activities such as system design and technology framework consulting, capacity planning and launch reviews. • Maintain services once they are live by measuring and monitoring availability, latency, data integrity and overall system health. Perform L2 and L3 production support. Define and enforce Service Level Management activities and SLAs. • Lead the Problem Management practice to quickly resolve system-wide outages, communicate updates, and execute root cause analysis to prevent future service disruptions. • Collaborate with a team of IT professionals to set supportability specifications for new applications • Create and improve key performance indicators and continually improve production efficiency across a variety of Enterprise Technology platforms Education and Work Experience: • Bachelor’s Degree in Computer related field (Computer Science, Management Information Systems, Information Technology, etc.) • 5 years’ experience in a supervisory or management role required. • 2 years in an IT Infrastructure leadership role preferred. • Minimum ITIL V3 Foundation certification, Practitioner and/or Intermediate level preferred Preferred Technology Knowledge: • Interest in designing, analyzing and troubleshooting large-scale distributed systems • Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive • Ability to debug and optimize code and automate routine tasks • Relational databases (MS SQL Server, Oracle, Postgres) • Spring Technology stack • ORM (JPA/Hibernate) • Dynamic and static languages (Groovy, Ruby, Python, Java, C++, C#) • Messaging systems (JMS, RabbitMQ, SQS) • Enterprise Integration Patterns (Mule ESB, Camel, Tibco) • Web application containers (Tomcat, Resin, Jetty, IIS) • Cloud based development (AWS, Azure, Google, PCF) • Log aggregators (Splunk, Data Dog) • Source control systems (Git, SVN) • CD/CI tools (GoCD, Jenkins, Artifactory, Terraform, Ansible) • Web services (REST, SOAP) • API specification tools (RAML, Swagger) • CD/CI techniques (TDD, BDD, Infrastructure as Code) Knowledge, Skills, and Abilities: • Practical understanding of ITIL and ability to apply industry best practice concepts to Sonic’s service management practice • Strong customer service orientation, excellent written and oral communication skills, keen attention to details, self-motivated and directed, team player • A passion for software engineering and test automation • Experience building creative engineering solutions to operations problems • Experience with optimizing existing systems, building infrastructure and eliminating work through automation • Practice sustainable incident response and blameless postmortems • Proactive identification of potential outages using event management and log aggregation tools • Great OO skills, including strong design pattern knowledge • Experience working with Agile, lean, CI/CD and/or XP practices • DevOps experience is a major plus • Experience in iOS and/or Android applications a plus • Working knowledge of virtualized environments, VM management, Docker, Containers and provisioning. • Establish a team culture that is characterized by exceptional customer service, operational excellence, and continuous improvement • Provide direction to the Enterprise Systems Support teams by enhancing monitoring / alerting capabilities, working with other teams to identify monitoring opportunities, and focusing on being proactive to reduce problems • Continue to build an ITIL practice that aligns with the IT services provided and meets the needs of the various business units at Sonic • Identify reoccurring problems so that escalation teams can perform root cause analysis and drive down the number of incidents • Maintain and improve the Service Catalog to clearly illustrate the applications in the Sonic environment, the business approvers for changes, and escalation points in case of outage • Review support contracts across IT to ensure that the business terms are aligned to meet the goals of the various business units • Coordinate with teams across IT to operationalize new IT services, hardware, software, etc. into the Sonic environment. • Strive to meet and improve key performance indicators and continually improve efficiency • Ensure that the team is adequately trained and accountable for procedures and processes • Receive and respond to after hour calls, pages, and/or e-mails regarding incident escalations whenever necessary Physical Demands: While performing the duties of this job, the employee is regularly required to communicate clearly, move, and remain in a stationary position. The employee must occasionally transport and/or move up to 25 pounds. The employee must regularly be able to detect, perceive, identify, recognize, judge, inspect, estimate, observe, and assess items, information, and objects in an office setting. Work Environment: The noise level in the work environment is usually moderate. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job as required under applicable law #LI-BB

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