TECHNICAL OPERATIONS MANAGER/IT MANAGER
City of Carlsbad, CA - Carlsbad, CA

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The Technical Operations Manager reports to the Director of IT and is responsible for managing a team of Network Engineers and System Administrators that provides technical support and maintenance, desk side support, network and server support, for all existing IT infrastructure and databases at the City facilities. This position will assist the Director of IT in setting Operations policies and procedures, key performance metrics, and developing Operations organizational and infrastructure strategy.

This role involves technical implementation and cross-functional collaboration to meet the business goals in a complex environment. The candidate is expected to be self-motivated, proactive and solution-oriented. They must be willing to mentor and challenge their staff, lead technical projects, assist team members in meeting their individual goals and to promote a positive attitude and work culture. The Technical Operations Manager has overall accountability for the work of their teams, supporting their staff, coaching and mentoring their staff in their diagnosis and root cause analysis techniques, while at times, also directly leading the troubleshooting efforts for complex systems. The candidate is expected to find proactive, strategic solutions for issues that arise.

Key Responsibilities:

Ensure that the City applications are running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage

Manage a 24x7 production support team located in Carlsbad. Monitoring systems, databases and networks for proper operation and performance

Manage all internal customer relationships with regard to trouble tickets, requests and escalated issues by overseeing case management, including problem resolution, notifications, escalations and reporting of performance metrics

Working with other Directors and Managers in the organization as well as other IT areas (GIS, Police, Library and Enterprise Applications) to ensure internal and customer support needs are addressed as efficiently and effectively as possible

Develop effective change management, documentation and service levels to ensure maximum up time during any system or software change, test, upgrade, repair or vendor maintenance issue

Drive technical staff to monitor and resolve customer issues and accomplish objectives

Establishing and assuring adherence to budgets, schedules, work plans and performance requirements

Assist and advise in the areas of security, backup and recovery, and the logistics of contingency planning

Manage application deployments for all SaaS applications

Establishing process improvement plans to reduce support effort, cost of operations and increase application/ infrastructure availability and scalability, especially in regards to a hosted or hybrid cloud infrastructure and application design

Assist in capacity planning of infrastructure scalability and architectural design

Manage a SQL Server and/or Linux/Unix environment

Manage telecom, VOIP and network infrastructure as well as the routers, switches, hubs, PBXs, POTS lines, voicemail systems and other equipment in support of voice and data

Manage Hosted and on premise Development, Testing and Production infrastructure implementations and support as necessary

Manage a team of Network Engineers and System and Database Administrators responsible the delivery of our internal and externally-hosted applications

The manager must also develop and enforce IT policies for numerous areas in his/her domain including, but not limited to security, mobile device management, data retention, backup and recovery, disaster recovery, access control, etc

Qualifications:

Minimum of 7 years experience in managing the budget, Operations strategies and the team that is responsible for the operations and management of a mission critical system or environment, with proven track record of process improvement and improving applicationreliability and supportability, and reducing support effort. 10 years overall experience maintaining enterprise operations and technology, specifically:
  • Excellent written and verbal communication skills
  • Strong listening and collaboration skills with a willingness to mentor and be mentored
  • Ability to effectively communicate at technical, management, and executive levels of detail, with internal, inter-agency, and external stakeholders / partners
  • Ability to assess and triage multiple issues concurrently, and to train staff in issue assessment and triage
  • Strong technical acumen with the ability to be hands-on with the team when necessary
  • Strong background in complex and inter-connected systems, and their design, deployment, support, and issue diagnosis
  • Experience in designing and managing deployment of interfaces and integration / data exchange systems
  • Experience successfully leading, motivating, and building an IT Operations team
  • Experience deploying incident- and support-management systems
  • Strong understanding of change management and change control processes / systems relating to infrastructure and applications administration
  • Experience leading IT infrastructure projects and driving them to completion on time and within budget
  • Excellent problem solving, troubleshooting, and debugging skills
  • Process design and implementation skills
  • Technical depth and experience with:
  • Windows, Linux/UNIX system administration
  • Oracle and MS-SQL Server design and administration
  • Designing and managing networks (LAN/WAN)
  • Managing, monitoring, and supporting network security systems
  • Monitoring platforms (for network, server, application monitoring)
  • Virtualization technology
  • SaaS-based hosting operations
  • Storage Technology (NAS, SAN, Cloud)
  • Supporting telecom solutions (PBX, VOIP)
  • Automated software distribution / deployment
  • Self-motivated with ability to work independently, with minimal supervision in a fast-paced environment
  • Effective analytical, consulting, negotiating, and meeting facilitation skills
  • Understanding of ITIL fundamentals a plus

Experience & Education:
  • 15 years of progressive experience in an Information Technology role
  • At least 7 years of experience managing Information Technology teams
  • Ability to communicate with other non-technical departments in a clear way that provides an understanding and inspires confidence in the team’s ability to deliver complex technical solutions
  • Highly technical and hands on experience a must
  • Previous experience managing a staff of System Administrators, Network Administrators, DBAs