PRIMARY PURPOSE
Manages IT Operations including overseeing and monitoring all operations for cloud, data center, network, and storage to ensure good state of repair across the Enterprise. Ensures all systems are performing at optimal levels and assigned services meet business expectations. Leads the team in transitioning towards the DevOps product/service delivery model, including grow the skillsets of the team, empower the employees and drive the change in practice, mindset and culture.
KEY ACCOUNTABILITIES
Works closely with TransLink’s key stakeholders to understand IT Operations requirements in alignment with TransLink’s overall technology plan and strategies. Liaises with Senior Management, business owners and other internal stakeholders to recommend best practices, improve the current operations practices, and identify and resolve business systems issues. Develops and implements necessary controls to identify and mitigate risks where appropriate, alerting the Senior Manager and Director on high risk issues as they emerge, and recommending corrective action.
Supports the IT infrastructure service strategy and technical roadmap, ensuring its integration with overall IT and enterprise strategic plans. Develops operational plans that meet the architecture/technology needs of the organization. Manages a diverse cross functional team to maintain highly reliable, resilient and scalable technology products with a focus on quality, business enablement and improving the end user experience. Provides technical leadership on full cycle service delivery including business analysis, infrastructure development, customization and configuration, quality control. Ensures service delivery meets established standards and service level agreement.
Manages vendor performance and works with vendors on solving technical issues and enhancing service delivery. Ensures team members effectively communicate and collaborate with external resources. Develops and manages the budget for IT infrastructure. Identifies and leverages opportunities to optimize costs and value of the technology solutions throughout their life cycle. Ensures the budget is consistent with the overall strategic objectives of the BTS division and the enterprise. Ensures cost-effective delivery of IT infrastructure services to meet and address changing business priorities and needs with agility.
Builds partnerships with Business Leaders at various levels to guide strategic decision making and influence how IT Operations can enable new sources of value. Fosters collaboration and develops highly responsive working relationship with cross functional IT teams. Champions innovation and recommends best practices as it relates to IT Operations.
Contributes as a key member of the IT Operations team in identifying and acting on risks and opportunities associated with the assigned projects and alerting senior management to critical issues. Operates a formal governance mechanism to ensure that infrastructure services can continue to be delivered in line with the agreed-on business outcomes. Works with the senior leadership team on the service portfolio and governance required to prioritize resources.
Serves on internal and external committees as assigned; actively involves in the development of enterprise technology standards, governance processes and performance metrics to ensure that IT infrastructure delivers value to the enterprise. Provides customer-centric advice and services in assessing evolving business requirement, shaping and prioritizing technology needs, developing and delivering solutions.
Develops reports and presentations for senior management on a periodic and ad hoc basis. Reports out to various stakeholders and ensures follow-up on all open issues, providing adequate closure. Keeps the Director apprised of the status of the initiatives and activities, collaborates with the Director on resolution of critical issues as they emerge.
Manages a team of highly skilled IT professionals including selection, training, coaching, development, performance management and all other people management practices.
