POSITION:
This management position is critical to the successful daily operations and strategic projects for the entire organization with matrix alignment to the onshore Director of IT Operations and direct reporting to the Senior Director for Cloud & Operations Group in Philtech, Albertson’s primary offshore IT hub.
The Senior Manager of Command Center leads a core group of 4 Managers which about 30 engineers that are responsible for efficiently managing world class critical cloud data center facilities and IT operations. This includes operational relationships with our key third party data center provider as well as other services for more specific applications. In addition, the position will partner with both onshore and offshore Leadership to provide services related to the IT Command Center, which includes the Compute & Network Operations and ITIL based processes to run the Albertsons IT Environment. Candidates must be experienced in the various infrastructure components and best practices/security/operations related to our architecture. This position will be tasked with driving efficiencies in how we provision and support our environments and help minimize the time/complexities around many of our current processes.
The Senior Manager of IT Operations must have proven managerial experience working with technical professionals, as well as our business facing colleagues in other IT areas including other IT teams – Cloud, DevOps, Network Infrastructure, ITSM, Architecture, Planning and Delivery and the Application Development teams. Provides input on ways to improve our processes, best practices and policies. Must have strong communication and relationship building skills with the ability to discuss and present information and issues across a wide variety of individuals and groups (inside and outside of IT). A practiced demonstrable background of Retail business acumen is also necessary.
JOB DUTIES AND RESPONSIBILITIES:
Key Responsibilities include, but are not limited to:
• Critical Incident Management
o Lead and coordinate responses to critical IT incidents (e.g., major outages, system failures).
o Develop and implement incident response plans, playbooks and procedures.
o Report to Senior Management on service interruptions and impact to Customer base
• Hands-on Technical Expertise
o Provide technical guidance and support for resolving complex IT incidents.
o Collaborate with teams to troubleshoot, debug and resolve issues.
• IT Operations Management
o Oversee daily IT operations, ensuring stability, performance, and security.
o Manage IT service management processes (Incident, Problem, Change and Release Management).
o Provide effective oversight to all high-risk IT change activity.
o Champions change and drives for continuous process improvement.
o Ensure service levels are met and impacts of outages are minimized
o Work with Observability and Monitoring team to drive substantial ongoing improvements in monitoring and to ensure the highest performance and availability of Data Center and Cloud-delivered business services.
• Team Leadership
o Lead and manage a team of IT operations staff (IT engineers, analysts, and support specialists).
o Provide coaching, mentoring and performance management.
o Measures KPI ‘s of team and service delivery for success, reporting and adjusting as required to deliver continuously improving service quality
• Communication and Stakeholder Management
o Collaborate with global IT teams, stakeholders and business leaders.
o Provide regular status updates, reports and presentations on incident management and IT operations.
QUALIFICATIONS:
• Requires 10+ years of experience as a proven leader for a 24/7/365 Operations Center covering core business critical IT services in a large, enterprise environment
• Requires a proven track record of strong leadership of Infrastructure and Application Support technical teams to resolve critical issues as quickly as possible to minimize adverse business impact
• Previous retail experience desired
• Solid understanding of Cloud Data Center architecture as well as core IT infrastructure
• Experience in supporting Private and Public Cloud (e.g. Azure)
• Experience in developing and implementing wide-scale, multi-site and global IT Resiliency and Business Continuity Plans.
• Demonstrates a high level of energy, results driven and able to work under pressure with tight delivery deadlines
• Demonstrates strategic thinking skills and maturity in tackling complex problems, dealing with technical, interpersonal, and process
• Must have experience leading teams through and managing complex technology and organizational transition
• Ability to effectively influence and communicate with Sr. IT and Business Management in setting strategy, enterprise priorities and adding increased value through the delivery of Data Center Services
• Experience in building and developing productive operational relationships with significant third-party suppliers
• Strong interpersonal skills and multi-faceted communications
• Demonstrated ability to effectively build relationships, influence, mentor and obtain results through a diverse team
• Proven financial acumen relative to budget development, management and business case development
• Experienced with automation, service monitoring and supporting capabilities that enhance problem determination, root cause analysis and rapid problem resolution
• Thorough understanding of ITIL; Incident, Event, Problem, Change and Configuration Management principles and able to apply best practices.
Send your application (CVs and/or portfolio) to manila.recruitment@albertsons.com