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Platform Operations Manager

Blue Bell, PA
JPC Partners is looking for a Platform Operations Manager to lead the Platform Operations team. This position will focus on the state of the IT operations, accounting for access, configuration, documentation, integration, maintenance, and recovery of services and applications that make up the platform. This individual is responsible for onboarding and offboarding services using a matrix-aligned pool of technical resources. They are responsible for developing and maintaining an IT process library that documents how to use the platform. They will be a key stakeholder in service development and integration projects and participate in discovery/design sessions. They will report on service level objectives to senior leadership and track key indicators of platform usage and performance.
The Platform Operations Manager is accountable for service availability and health, as well as the successful execution of changes to the platform, including additions, upgrades, and enhancements.
Responsibilities:
  • Coordinate the work of matrix-aligned, technology-focused analysts, engineers, and administrators to implement and manage cloud and on-premises enterprise infrastructure
  • Manage production issues and incidents, and participate in problem management and change control meetings
  • Support systems and platform governance processes working with security team to ensure compliance
  • Manage and coordinate operational components of incident management and request fulfillment for platform consumers
  • Develop and maintain a technical reference library of operating processes and procedures
  • Support projects providing guidance on system and platform architecture matters
  • Develop metrics for ongoing performance measurement and reporting
  • Provide regular status and service-level reports to management
  • Hire and train staff, conduct performance reviews, and provide coaching
Expectations:
  • Platform components, including hardware, software, and integrations, are monitored, maintained, and on the latest supported code base
  • Platform changes are performed according to established controls accounting for service dependencies and obligations
  • Service Level Objectives (SLOs) reflecting platform availability, performance, and health are documented and met, with regular reporting disseminated to stakeholders
  • The IT Process Library is monitored and maintained, with proper versioning and controls, reflecting the preferred operating model
  • Incidents and Problems affecting platform/service availability are addressed with minimal downtime within established error budgets
  • Platform operations support staff, both functional and matrix-aligned resources, receive timely instruction and feedback to perform their jobs
Experience:
  • 5+ years of IT experience with demonstrated knowledge of strategic and process planning
  • Strong leadership skills with the capability to develop and guide system and platform team members and IT operations personnel, and work with minimal supervision
  • ITIL Foundation experience
  • Demonstrated ability to build strong relationships at all levels and across all business units and organizations, championing automation and orchestration
  • Expert ability in grasping new concepts and leading transformation in the organization
  • Excellent verbal, written, and interpersonal communication skills
  • Experience developing and maintaining policies, procedures, standards, and guidelines
  • Able to participate in organization development of methods, techniques, and evaluation criteria for projects, programs, and people
  • Able to make final decisions on administrative or operational matters and ensure objectives are achieved
  • Demonstrated ability of working on complex issues where analysis of situations or data requires in-depth knowledge of the organization
Education:
  • Bachelor’s degree in Computer Science or equivalent experience; ITIL Foundation, Managing Professional (MP), Strategic Leader or Master certification preferred; COBIT, Lean, Six Sigma, Agile or other certifications a plus; OEM technical certifications a plus

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