MGR INFORMATION SERVICES - IT Network Operations Manager
Home Depot - Atlanta, GA

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POSITION PURPOSE -
Do you want to be part of a thrilling revolution influenced by technology? The Home Depot is a $70 billion business-focused environment where you can contribute in a variety of functional areas covering all aspects of the consumer value chain. We are currently managing leading software packages and technology platforms to deliver creative results to our business partners and customers. We need people who understand how best to apply technologies to solve problems and develop innovative solutions. If you are looking for an opportunity to see instant, progressive, and substantial business benefits from your technology talents and experience, it's the perfect time to join The Home Depot.

As an IT professional you have expert knowledge in one or more programming languages or databases. Because of your excellent understanding of the entire project life cycle, you have the ability to direct project teams in the gathering, design, and development of complex applications/programs. You get to work closely with and learn from the brightest minds to ensure proper system design. Your role ensures highest quality implementations from design through quality insurance to production. You anticipate hardware and software design needs to take pre-emptive action. Our IT professionals support multiple team members and other project leads in day-to-day activities related to project work.

On- site and local perks:
Choose from a variety of benefit plans designed to meet your individual and family needs.
Take part in company Success Sharing - an incentive program based on sales performance.
Receive "Homer Awards" that lead to cash incentives for consistently demonstrating behaviors that reflect The Home Depot's values.
Work out at our on-site gym that offers classes and state- of- the- art equipment.
Eat at our on-site cafeteria that offers a plethora of options or enjoy discounts at neighborhood restaurants.
Pick up prescriptions on-site at the CVS pharmacy.
Bank On-site at our Credit Union.
Drop your child off at one of the largest corporate on-site daycare facilities.

This position oversees and manages a team of 13 THD and 4 TCS offshore associates who provide 7 x 24 network operations support for the enterprise - logistic, corporate and divisional offices, call centers, store and data center environments. Systems supported include LAN (enterprise and workgroup class switches), routers, wireless controllers, access points, load balancers, firewalls, WAN access (non-store and store MPLS, Internet access, VPN connectivity, 3rd party access and VSAT communications) and various management platforms. Responsibilities include associate management, asset management (adds, changes, decommissions), change management, configuration management, network component (inclusive of OS), support of patching activities, system backup, vendor management, incident management, root cause analysis, new project consultation and monthly reporting.

This manager is also responsible for overseeing efforts of their team in assisting with network implementations of designed solutions. The manager will be responsible for enforcing standard configurations, identifying weaknesses, optimizing processes, and partnering with the engineering teams to rollout new technologies. This manager will also be responsible for establishing metrics that assist with improving IT Operations and providing stability across environments supported. Part of this manager's role will involve managing incident resolutions and working with the enterprise monitoring team to ensure all proper alerting and dashboards are enabled and acted upon within set SLA's. As part of the close loop process, this manager will also work with various teams - driving them to provide permanent resolutions, ensure root cause is determined and identify and address additional ramifications / opportunities beyond the initial root cause analysis.

Key Job Functions
Provide associate management and address team needs / issues (maintain 1:1 status sessions)
Ensure scheduling of associates to properly cover shifts 7x24
Ensure team member's technical and soft skill growth is maintained to adequately support the enterprise network
Perform regular assessment and provide timely associate feedback on job performance
Conduct biannually and annual assessments
Manage Capital and Expense labor allocations
Ensure run books for daily responsibilities, issue and emergency response exist and are kept up-to-date
Manage support ticking queues within SLAs
Identify trends based on ticket classifications to reduce / eliminate issues
Work with team members and external partners to produce operation metrics on a weekly, monthly and annual basis
Ensure turnover is properly performed so operational concerns are addressed in a timely manner across shifts
Monitor, trend and manage down support escalations to engineering teams
Organize and manage activities of the team inclusive of staff assignments to various projects and provide support for team activities
Ensure operational monitoring, alerting and response procedures for all network components are up-to-date
Ensure operational monitoring, alerting and response procedures for new services and infrastructure are in place prior to rollout.
Ensure team's engagement and support procedures with internal teams and external partners are maintained to provide proper and timely response to address issues and operational support requirements.
Review technical solutions developed by System Engineers.
Manage all vendor relationships and look for ways to streamline vendor contacts and technology in the organization.
Drive initiatives for status reporting, standardization, issue resolution and problem analysis.
Set and enforce standards for Network Operations.

This position oversees and manages several teams of associates in the development, implementation and ongoing support of existing and new software applications and hardware platforms which may include telecom responsibility. Works closely with end-user groups to ensure operational stability and that new applications meet the practical needs of the company.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Builds relationship with key user and store operation groups to identify and resolve business issues.
Manages system development and support activities to meet user needs in a timely and cost effective manner while ensuring the right things get done as per the governance process.
Manages and tracks the progress of multiple development projects. Project management and administration that include work plans, projtrac, resource planning and control, writing status reports, and preparing annual budgets.
Communicates status of development design to supervisors and end users.
Selects, develops and motivates assigned staff.

NATURE AND SCOPE -
Typically reports to a Director, Senior Manager, or Vice President.
Typically have supervisory responsibilities for Engineers or Specialists at all levels.
Typically requires frequent persuasion or influencing of others.
Typically procedures for analyzing situations and making conclusions are diverse.
Typically considers among many different options or procedures when solving problems
Typically, once given general assignments, determines priorities and defines what should be done and how to do it.

ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area.
Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.
ESSENTIAL SKILLS

MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses.

EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 5

PHYSICAL JOB REQUIREMENTS -
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS -
1-2 years of experience in a leader/ team lead capacity

PREFERRED QUALIFICATIONS -
Eight years of information technology infrastructure experience, of which at least four years in a role of a Manager or Lead Engineer
Strong collaboration, communication, and people leadership skills
Bachelor's degree in Computer Science or related field preferred
Knowledgeable of VoIP technologies, Network Security, Enterprise Class / High Availability Networking and IP Services (DNS and DHCP)
Knowledgeable of testing methodologies and approaches (experience in ensuring quality for large-scale environments)
On-call (nights/weekends) coverage expected.
Ability to collaborate within and work across multiple teams.

Knowledgeable of hardware architecture and relationships between network, platform, storage and application frameworks in regard to best practices. Possess technical proficiency in high availability networking for data, voice and IP services and how these disciplines integrate across technologies. Possess strong problem solving and analytical skills. Possess strong verbal and written communication skills. Experience supporting retail environments a plus.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Knowledge of MS Office and Lotus Notes.
Expert proficiency with the Home Depot software architecture, methodology, and governance process.
People leadership/supervisory skills
Technical skills may include experience with one or more of: UNIX, Informix, COBOL, JAVA, Catalyst WMS and YMS, Korn Shell Scripting, Novell, Netware, nnet, Sequelink, TSO/ISPF/MVS, DB2/SQL, JCL, CSP, CICS TCP/IP, Visual Basic, Networking, and LAN administration.
Problem solving and analytical skills
.Presentation, facilitation and writing skills.
Project management- estimating, planning, controlling, and execution

About this company
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The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...