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    Terminal IT shift manager - Los Angeles, United States - Harvey Nash

    Harvey Nash
    Harvey Nash Los Angeles, United States

    5 days ago

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    Description

    Job Title:IT Manager (Night Shift)

    Location: Los Angeles, CA(5 Days Onsite)

    Duration:Full-time

    Job Description:

    The hands-on "Terminal IT shift manager" manages the operational availability of Technology Infrastructure, Systems, and Service vendors during the work shift. This role is responsible for ensuring that the local IT delivery team and IT service vendors deliver to expectations during operational work shifts. The role will be tasked with implementing IT procedures for vendors and teams under its responsibility. The role focuses on local terminal IT operations while partnering with regional & global IT teams for consistent execution of shared services and tools. Candidate must have experience with management and with practice in running IT operations, with the management of technology infrastructure, systems, and people management. The candidate will lead and manage a focused technology team, and technology vendors and work towards developing and delivering high-quality business and foundational IT technology areas. The candidate must be skilled in working alongside operational area users, in collecting and managing operational requirements, and in problem-solving.

    PRINCIPAL ACCOUNTABILITIES:

    Overall responsibilities are the following:

    Manage team & IT Service vendors in their responsibilities for delivering & maintaining tech infrastructure, tech solutions, and day-to-day operational management of the end user expectations, services, and associated IT tools.

    Provide oversight and governance to ensure high-value, appropriate technology solutions are implemented along with maintaining productive relationships with business stakeholders.

    Responsible for management of IT system environments availability, management of IT and OT releases, and new solutions. Coordinate with terminal IT (Information Technology) and OT (Operational Technology) teams for doing release planning, approvals, and anything impacting systems availability in production.

    Coordinate IT management activities with the offshore teams, regional and global teams, and operational execution functions on the terminal.

    Management of people and procedures required to enable 7x24 support activities for terminal production environments; including administration, incident resolution, and end-user expectations management.

    Design policies, procedures/processes and implement them with the consent of the IT Leadership team.

    Determines IT infrastructure, and system/service availability requirements based on agreed-upon SLAs, including downtime and maintenance windows.

    Identify, raise, and track issues, remove barriers, resolve problems of medium complexity involving stakeholders, and escalate to the appropriate level when required.

    Manages contracts with vendors (e.g., development platforms, IT infrastructure, telecommunication companies, business system managers) and software licenses.

    Work with terminal IT Director, and define the proper management strategy to ensure proper service and capability of the IT organization.

    Preferred Qualifications:

    Education – Engineering degree and certification in Project management, Information Technology, Software engineering, or related discipline is preferred.

    Experience – Minimum five (5) years of technology operations management, management of people, and function.

    Project management experience.

    Skills – The following are strongly recommended/critical:

    Excellent interpersonal, communication, and presentation skills with strong customer service orientation: This role will constantly involve communicating concerns, and changes.

    Strong analytical skills with the ability to quickly understand complex systems.

    Can work well under pressure with limited direction and are comfortable with change.

    Experience with management and allocation of work across local, functional & geographical teams.

    Can address operational concerns and issues, monitoring overall customer satisfaction.

    Collaboration - Must build strong working relationships with stakeholders. Must possess skills, personal tact, cultural understanding, and well-developed communication skills (cross-functional as well as on different levels).

    Functional Excellence - Ability to provide leadership, and obtain cooperation and assistance to meet objectives. Ability to produce high-quality work under pressure (time and resources), and apply analytical thinking and creative problem-solving to daily tasks.

    Must be well-organized, punctual, and persistent (personal discipline) with strong internal client service skills.

    Maintains credibility with the leadership team.

    A reasonable, good faith estimate of the minimum and maximum for this position is $150K/year to $165K/year with benefits

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