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Senior Manager, System Operations

Worldwide Express

Dallas, TX, US
  • Job Type: Full-Time
  • Function: Operations
  • Industry: Cloud Business Apps
  • Post Date: 08/03/2022
  • Website: wwex.com
  • Company Address: 2323 Victory Ave., Suite 1600, Dallas, Texas 75201, US

About Worldwide Express

Worldwide Express is a top-rated third-party logistics company, helping more than 92,000 small to medium-sized businesses ship smarter.

Job Description

PURPOSE

We are a rapidly maturing Ops organization and seeking additional team members to accelerate our progress towards a simple, predictable, and efficient process. The Manager, Systems Operations is a key leader for the GTZ Ops team. The person in this role will shape the ongoing evolution of our Monitoring, Alerting, Incident and Problem Management practices while serving as a player-coach for the team of Incident Managers working to tackle our most pressing emergent issues in support of billions of dollars’ worth of ongoing operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Operations Management

  • Define goals and procedures for Monitoring, Alerting, Change, Incident and Problem management.
  • Accountable for the overall quality of the processes and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the processes
  • Owns the process and supporting documentation for the process from a strategic and tactical perspective
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the processes
  • Approves all changes to the processes and development of process improvement plans
  • Defines policies for the organization regarding the processes
  • Ensures that the processes are fit for purpose
  • Process Design
  • Process Improvement
  • Accountable for the overall process efficiency and effectiveness
  • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Ensure the design processes aligns with the business and industry best practices

Incident Manager

  • Utilize all available technical and human resources to restore services as quickly as possible in the case of an Incident.
  • Oversee the incident management process and team members involved in resolving the incident
  • Collaborate with the incident management team to ensure that all protocols are diligently followed
  • Prioritize incidents according to their urgency and influence on the business
  • Log all incidents and their resolution to see if there are recurring malfunctions
  • Escalation point for all major incidents and outages. Represent the first stage of escalation for Incidents
  • Communicate with upper management if major issues are found in the IT system
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Identify, initiate, schedule and conduct Post Incident Reviews
  • Pursue and verify resolution of resolution for Root Cause items identified during Post Incident Reviews.
  • Create knowledge resources and establish continuous process improvement cycles
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
  • Monitor the incidents to ensure that the Service Level Agreement are respected

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Familiarity with directing groups of technical resources on complex Incident and Problem resolution exercises.
  • Experience in Azure, and/or AWS Cloud Platforms
  • Experience with Atlassian Tools, preferably ITSM modules.

QUALIFICATIONS:

  • Bachelor’s degree in Computer Sciences, Management Information Systems or equivalent experience
  • 10+ years of overall technical experience in any capacity.
  • 5+ years of technical experience with distributed systems on one or more common enterprise software platforms.
  • 5+ years of experience with Incident Management and Problem Management, at least 2 in a leadership capacity.
  • 5+ years of experience in working in enterprise development environments

Other details

  • Job Family IT
  • Pay Type Salary