It Operations Manager - 17

The IT Operations Manager will work with development teams to design, plan, create and implement software so that Cloud and on-premise infrastructure and applications are integrated and optimized for performance.This person will be responsible for oversight of systems availability 24*7 for on premise, Cloud or Vendor hosted solutions as per the defined SLAs (service level agreements). The person hired will be expected to manage critical incidents to resolution working with internal teams and third party vendors. This person will help manage, evolve and govern our Change Management process, and validate that any changes adhere to the firms software development lifecycle policy, do not conflict with one another and do not, in the aggregate, increase risk beyond our established tolerance levels.

Responsibilities

Cloud Governance

• Work with Cloud Platform Engineering, Cloud Application Development and Data Platform development teams to operationalize new capabilities
• Partner with Development team to design, plan, create and implement software so systems are designed about appropriate availability and performance.
• Help evolve our DevSecOps processes to follow our software development lifecycle.
• Buid and maintain cloud operations procedures and policies

Observability & Monitoring

• Ensure our Cloud and on-premise systems have the right monitoring tools, so we can identify potential problems early on and fix them proactively.
• Manage offshore and onshore resources to monitor our systems 24*7.
• Ensure our contractors and vendors have documented, detailed procedures for resolving issues. Monitor proper execution of nightly job activities.
• Maintain escalation procedures and run books for systems to ensure timely resolution of incidents 24*7.
• Provide oversight on development, implementation, maintenance and monitoring of highly secured, cloud infrastructure.
• Develop SLAs (service level agreements) and benchmark each systems availability relative to benchmark.

Cloud & On-premise Operations

• Scale the infrastructure to accommodate growing user demands while maintaining performance and reliability
• Identify areas for improvement and advocate for and prioritize development to improve our foundation.
• Maintain the firms asset inventory and tightly manage any changes to the asset inventory.
• Maintain and expand on our outage, incidents, service requests and change ticket metrics. Identify and prioritize projects that will reduce volume and improve user experience.

Crisis Management

• Serve as a Crisis Manager in a disaster recovery event by facilitating failover to a secondary or tertiary location for on premise, Cloud and/or vendor hosted solutions.
• Identify business impacts and be the point person in facilitating resolution on any high severity incident including trading, Cloud, cybersecurity, and data incidents.
• Track identification of root cause analysis, conduct lessons learned and share lessons learnt after each high severity incident.
• Coordinate with Business Continuity Manager on Business Continuityevents and provide timely updates to the SIRT (Strategic Incident Response Team).

Change Management Governance

• Help evolve our Change Management process to support DevOps.
• Ensure IT teams follow our software development policies, processes and industry best practices.
• Ensure implementation of next gen tools to build software release cycle in the Cloud such that they follow our policies, procedures and industry best practices.
• Ensure system reliability is not impacted with system releases.

Required skills and qualifications

• 5+ years in IT / Cloud operations management role and 15+ years in IT sector
• 3+ years of working knowledge of Azure Cloud preferable
• 5 10 years of financial services/asset management experience
• Experience managing critical firm-impacting incidents.
• Experience managing incidents and service request queue and asset inventory
• Experience managing release management lifecycle for Infrastructure as Code and Applications both on premise and in the Cloud.
• Experience implementing observability and monitoring solutions
• Great communication skills to clearly articulate and guide resolution to problems in high stress situations.

Technical knowledge

• Knowledge of Azure Cloud Platform including VPC, Load balancer, and WAF,
• Microsoft 365 Platform, including Exchange, SharePoint, OneDrive and Office 365, Teams, Power Automate
• Knowledge of Cisco Networking
• Windows and Linux Operating Systems, SQL Server and Active Directory
• PowerShell scripting, Terraform, Ansible
• Service Now incident workflow and CMDB (configuration management database)
• Workflow automation with Power Automate, Workato or like tools
• Familiar with Converged Infrastructure, VMware, VxBlock, VDI
• Knowledge of Azure Virtualization Platforms
• Enterprise Backup, Data Replication and restoration experience in Business Continuity or Disaster Recovery events
• Experience developing DevSecOps CI/CD pipeline
• CRM Dynamics 365 know-how