DIRECTOR IT OPERATIONS

The IT Operations Director will be a self-directed, hands-on position accountable for planning, managing and overseeing the day-to-day IT activities and maintaining operational integrity of the technologies and services provided by IT for all Orbus Enterprise sites as it relates to End User Computing, Network, Security & Infrastructure. The role will help business operations utilize information technology help-desk services to improve efficiency and move towards proactive services as opposed to reactive. The role will own the contracts, agreements, renewals and strategic replacements. The IT Operations Director will spearhead timely follow-through on monitoring alerts and manage third party managed service providers (MSP’s) proactively. Attention to details, change management and risk management will be a dominant part of the role.

Responsibilities and Duties

OPERATIONAL:

• Manage day-to-day IT operations activities, ensuring the integrity, security and high availability for all IT operations’ services.

• Develop appropriate service level agreements (internally & with MSP’s) and maintain comprehensive documentation of processes, systems, networks and change-control.

• Recognize system deficiencies and recommend and implement effective solutions in collaboration with Network & Security MSP and Infrastructure Lead.

• Use industry best practices to introduce new metrics, KPI’s and maximize the use of Help-Desk solution.

• Ensure that service delivery and customer satisfaction exceed published service levels and coordinate escalation of issues as required.

• Ability to troubleshoot issues as they relate to hardware devices, operating systems and related software, including initial triage on network & security specific issues.

STRATEGIC & REGULATORY:

• Provide leadership to leverage technologies, processes, and disciplines for delivering best in class methods throughout IT Operations.

• Help define and contribute to the overall strategic goals within the IT department including short term and long-term planning.

• Lead the efforts in preparing the company for regulatory assessments/audit as they apply to Disaster recovery, External Penetration testing, PCI.

• Proactive evaluation of new technology, product, solution(s), and vendor(s).

• Assist Manager with rapid pre-acquisition assessment of IT operations and post-integration efforts as Orbus acquires new companies.

MANAGEMENT:

• Effective management of end user computing related software licensing process and timely upgrades.

• Proactively process and maintain all IT operations service relevant contracts, agreements, and renewals.

• Ensure vendor partners are effectively managed and contracts are fully leveraged.

• Assist and guide the staff responsible for the deployment, maintenance and support of end-user computing, including day-to-day prioritization.

• Develop, motivate, and direct staff to create a highly productive team environment.

BEST PRACTICES & RISK MANAGEMENT:

• Leverage the service desk solution for asset management, change management and off-boarding and on-boarding end-user computing.

• Assess end user computing hardware/software risk as they apply to technology and business and advice on those that are prudent to replace and retire.

• Ensure that all IT Operations projects are well defined, planned and executed, with strong emphasis on communication and testing.

• Leverage optimization techniques and suggest countermeasures for recurring problems as they relate to end user computing issues and network.

• Create procedures and guidelines as and when required.

• Develop, maintain, and adhere to change management process with visibility to IT team and business stakeholders.

• Develop RCA (Root Cause Analysis) document when the business experiences over 30 minutes of downtime due to O365, network and security.

FINANCIAL:

• Assist Manager in developing IT Operations budget needs as it applies to maintenance, professional services, training and repairs.

• Assist with cost benefit and fit gap analysis, for vendor solutions and new technologies.

• Responsible for maintaining up to date inventory of all end user computing related software (O365, Network, Security), hardware and other ancillaries and inventory to be depreciated.

Qualifications and Required Skills

• Bachelor’s degree in Computer Science, Information Technology or a related field.

• 7+ years relevant experience handling End User Computing, Network, Security and Infrastructure.

• Technical Skills: Demonstrated experience with the following:

1. MS Office products

• MS Excel and Visio, installation and configuration
• Excel Macro configuration and operation
• Pivot tables creation, a plus

2. Systems/Software

• Microsoft Windows Server(s) & Workstations & MAC OS workstations
• Windows Installation, setup, command shell (PowerShell Scripting, a plus), .NET services, Imaging & deployment
• Anti-virus (Sophos)
• Threat prevention (Vectra AI, Sophos)
• Security Information & Event Management (SIEM)
• Privileged Access Management (PAM)
• Email Protection (Mimecast)
• Storage, Backup, Recovery (Synology, Cohesity)
• Monitoring software (Solarwinds, Site 24x7, etc.)
• Help Desk solutions (Solarwinds)

3. Databases

• MS SQL database roles and permissions
• ODBC connection setup and configuration

4. Networking concepts

• Client software configuration and troubleshooting
• Firewalls & VPN (Palo Alto, GlobalProtect)
• Wireless (Aruba, Meraki, Ubiquiti)
• Network Switches (Cisco, Meraki, Ubiquiti)
• Directory Services (eg. Windows Active Directory)
• Internet & Access Protocols (eg. DNS, SMTP, SSL, SSO, MFA)
• Network types (i.e. LAN, WAN, ISP, VLAN, DMZ, etc

Physical Requirements of the Job

• Office environment; must be able to perform frequent repetitive tasks, and be able to sit or stand at and operate a computer for up to 80% of the day.
• Cognitive skills such as thinking, reasoning, understanding, learning and remembering are required 100 % of the day.
• Travel to Orbus sites when required

Key Attributes for Success

• Excellent analytical and problem-solving skills and the ability to multi-task in a fast-paced environment.
• High degree of attention to details.
• High energy level to learn new skills and be proactive in applying them.
• Adept at using Excel and Visio.
• Ability to establish credibility and be decisive and able to recognize and support the organization's preferences and priorities.
• Excellent verbal and written communication skills.