DTS Senior Manager - Technical Operations Center Excellence

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Job Description

The DTS Senior Manager, TOC Excellence will lead the team responsible for ensuring the stability, performance, and reliability of the network infrastructure and other supporting platform services.  These services fall into the technical disciplines of Local Area Networking (LAN), Wide Area Networking (WAN), Load Balancing, Firewall, Wireless, and Data Center. This role will also be responsible for oversight of the Technical Operations Center inclusive of a unified monitoring and support strategy across Digital Command Operations.

This role focuses on supporting, managing, and optimizing enterprise-level services to ensure efficient service delivery in alignment with organizational needs.  This individual will focus on IT operations, ensuring high level of availability, security, and customer experience. This leader collaborates closely with other teams and Digital Command Operations towers to maintain a high level of service delivery, address technical challenges, proactive and predictive monitoring / dashboarding, and enhancing the user experience across platforms.

By continual analysis of organizational needs, culture and industry best practices, the DTS Senior Manager, TOC Excellence Lead plays a key role in supporting and creating an adaptive operational delivery model and developing and guiding personnel progress.  Additionally, the DTS Senior Manager, TOC Excellence Lead thoroughly identifies, plans, and implements high impact and sustainable work approaches for tactical and strategic systems requirements, as well as 1) articulates goals for meeting the requirements, 2) successfully partners with leadership personnel and stakeholders to meet the requirements, and 3) measures the results of initiatives based on the specified goal and requirements.

Job Functions

• Lead operational service strategy and continuous service improvement for the Network Operations tower.
• Lead the Technical Operations Center inclusive of incident management, problem management, change management, and overall service excellence.
• Participate in tactical and strategic planning for the Infrastructure department, DTS and CHOP.
• Demonstrate competency in strategic thinking and leadership.
• Utilize knowledge of CHOP policies, procedures, culture, and requirements in order to develop, maintain, and support organizational and strategic initiatives.
• Exercise independent judgment and creative problem solving techniques in a highly complex and dynamic environment.
• Recommend, lead and operate scalable enterprise level solutions aligned with a focus on operational uptime as well as driving speedy resolution to incidents.
• Demonstrate exceptional knowledge of and expertise in Network technologies such as Cisco networking, Checkpoint firewalls, Citrix Netscalar, Netskope, Infoblox DDI, Azure, AWS and other supporting services.
• SME Level knowledge of ServiceNow modules such as ITOM, CMDB, Event Management, and other ITIL related functionality.
• Understand technology directions, trends and strategic business impact on key client initiatives.
• Proficiency using enterprise and supporting application tools including SCOM, ThousandEyes, Cacti, Splunk, Cisco Catalyst Center, and ServiceNow.
• Partner with engineering teams to continually evolve the operational processes with a focus on efficiencies and service improvements.
• Determine root cause of problems and implement solutions to prevent the problem from recurring. Lead complex problem investigations.
• Participate in the problem management process to ensure long long-term resolution of recurring issues, identify root causes, and implement preventive measures that enhance system reliability and minimize disruptions.
• Provide technical consulting, analysis and recommendations to the application teams.
• Participate in the evaluation and recommendation of tools and technologies.
• Implement security practices and procedures. Measure compliance. Participate in audits and manage corrective action plans.
• Maintain departmental asset inventory.

Education

• Bachelor's Degree - Required

Licenses and Certifications

• Certified Information Security Manager (CISM) - Information Systems Audit and Control Association (ISACA) - upon hire - Preferred or
• Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association (ISACA) - upon hire - Preferred or
• IT Infrastructure Library Foundations (ITIL) - IT Infrastructure Library (ITIL) - upon hire - Preferred or
• Certified Professional in Healthcare Information & Management Systems (CPHIMS) - Healthcare Information & Management Systems Society (HIMSS) - upon hire - Preferred or
• Cisco Certified Network Professional (CCNP) - Cisco Certified Network Professional (CCNP) - upon hire - Preferred or
• Certified Information Systems Security Professional (CISSP) - International Information Systems Security Certification Consortium (ISC2) - upon hire - Preferred

Experience

• At least eight (8) years Experience managing and supporting infrastructure solutions, with a focus on ensuring the stability, reliability, and scalability of IT operations Required and
• At least five (5) years Experience implementing best practices, and managing day-to-day operations to support organizational needs effectively Required and
• At least three (3) years Experience in a supervisory/managerial role with five or more team members in a production environment. Required and
• At least two (2) years Experience leading Infrastructure projects. Required

Knowledge, Skills, and Abilities

• Requires operational knowledge of the field with demonstrated leadership skills and experience in area of supervision. (Required proficiency)
• Requires outstanding verbal, written, presentation and data storytelling skills; the ability make a compelling business case and tell a story using data. (Required proficiency)
• Ability to simplify complex ideas and communicate them effectively to a non-technical audience. (Required proficiency)
• Strong at goal setting, delivery, and execution ensuring clear success metrics are identified and customer service expectations are defined, monitored, and met. (i.e., SLAs and customer service KPIs). (Required proficiency)
• Ensure that the team has an effective organizational development, training and succession plan that in aligns with our overall workforce and location strategy. (Required proficiency)
• Knowledge and experience working in and driving culture change towards working in an agile development environment. (Required proficiency)
• Experience managing large operations teams supporting Enterprise level environments. (Required proficiency)

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, professionals working onsite—at any CHOP location, for any portion of time—must be vaccinated for COVID-19. Learn more.

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