Technology Operations Manager

Position Summary

This position is responsible for technical leadership and designs, develops, implements and oversees technology operations, including hardware, software, and networks.

Essential Duties & Responsibilities

• Implements short- and long-term solutions that meet the needs of the organization
• Manage work schedules to ensure maximum system availability, reliability, efficiency, and confidentiality of information systems
• Identity obstacles, issues, and opportunities to increase operational effectiveness
• Assist with deploying and maintaining enterprise cyber security efforts
• Monitor System operations to resolve problems and ensure uninterrupted service
• Assist with System design, modeling, analysis, troubleshooting and oversight
• Coordinate and manage the installation of hardware, software, infrastructure cabling, network switching, edge firewalls, wireless access points and wireless end points at existing and new construction
• Research and recommend vendor tools to support the enterprise and control system networks
• Benchmark and recommend solutions based on industry best practices keeping up with technology updates and recommend necessary updates in a timely manner to deliver a world- class network and services
• Write operations technical specifications documents
• Interface and coordinate tasks with internal and external resources
• Troubleshoot and triage incidents ranging from physical layer issues up to application related load balancing problems throughout the network stack/system incidents
• Develop, evaluate, and document Technology standards
• Develop disaster recovery and business continuity plans
• Manage and evolve hardware and software architecture strategies

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• Drive the adherence to a network security plan including 2FA authentication, firewalls, proxy servers, remote access, and federation Cyber security
• Conduct operational efficiency reviews focused on the analysis of network performance and identify areas opportunities for improvement
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes
• Implement corporate and departmental policies, procedures, and service standards in conjunction with management
• Discuss job performance problems with employees to identify causes and issues and work to resolve problems
• Teach and instruct employees in job duties and company policies or arrange for training to be provided
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
• Interpret and communicate work procedures and company policies to staff
• Develop review, and maintain operating procedures
• Develop, manage, and maintain department budget – multi-year and IMS
• Establish work priorities and activities
• Recommend promotions, transfers, hires and other disciplinary action
• Establish metrics and prepare monthly reports
• Assist with maintaining regulatory compliance and certification particularly NERC CIP requirements
• Assist with infrastructure related components during facilities construction projects
• Assist with Operational Technology related products/solutions, to include control systems and networks

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• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

Supervisory and/or Leadership Responsibilities

A full range of supervisory activities, training, evaluation, coaching, counseling, and recommendation for termination. This includes, but is not limited to, effectively communicating organizational policies and other information to subordinates, ensuring that employees have a clear understanding of their responsibilities and ensuring that deliverables are completed as required.

Knowledge, Skills & Abilities

• Knowledge of computer systems, which may include setting up and using hardware and software programs, entering data or processing information
• Knowledge of business and management principles including strategic planning, resource allocation, leadership techniques and budgeting
• Knowledge of principles and processes for providing customer service
• Knowledge of load balancing integration, design techniques and implementation processes
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• Knowledge of budgeting and procurement processes for network projects systems
• Knowledge of Active Directory, DNS and DHCP functionality
• Knowledge of network protocols such as SNMP, multicast and 802.1x
• Knowledge of enterprise cyber security
• Knowledge of Cisco switches, routers, firewalls, and VPN devices
• Knowledge of VMWare vSphere and NSX

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• Knowledge of enterprise hardware, i.e., x64 Microsoft Windows servers, storage (NAS), mobile devices, Windows, and Apple PC’s
• Knowledge of enterprise software, i.e., VMWare, Active Directory, LDAP, MS Exchange and Databases SQL and Oracle
• Knowledge of OS and networks, i.e., Windows server, iOS, Citrix, TCP/IP, L2/L3 switches, load balancing, firewalls and MS clusters, HA/OR
• Knowledge of MS Office Suite, MS Exchange, SharePoint and Visio, project
• Knowledge of Cisco and VoIP networks and integration
• Knowledge and experience with Cloud technology including Microsoft Azure, AWS and/or Google Cloud Platform (GCP)
• Skilled in monitoring and managing performance
• Skilled in establishing and communicating performance expectations and metrics
• Skilled in time management
• Skilled in prioritizing and managing changing priorities
• Skilled in anticipating, identifying, analyzing, and resolving conflict and problems
• Ability to troubleshoot and solve technical problems
• Ability to develop disaster recovery and business continuity plans
• Ability to deliver relevant and timely results based on organizational requirements
• Ability to communicate effectively verbally and in writing
• Ability to listen and understand information verbally and in writing

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Minimum Qualifications - (Education, Experience)

• Bachelor’s Degree in a related field
• Directly related experience may substitute for education
• Eight years of technology experience, including four years of supervisory experience

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The employee may be required to stand; reach with hands and arms, stoop and kneel
• The employee may be required to sit or stand for long periods of time
• The employee may be required to lift, carry, push, pull or move up to 75 pounds
• The employee may be required to travel
• Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked during each pay period
• This position may be required to work more than 40 hours per week

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.