Position Description

Director of IT Operations
Location San Diego, CA
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POSITION: Director of IT Operations

DEPARTMENT: Information Technology

REPORTING SUPERVISOR: VP, Information Technology

DIRECT REPORTS: Yes

FLSA: Exempt

EMPLOYMENT STATUS: Direct Hire

TRAVEL REQUIREMENTS:  20% travel required.

SCHEDULE: Standard business hours

ABOUT THE TEAM:

As part of the greater Best Buy technology team, the GreatCall Technology Solutions Team operates in a collaborative environment cross-functionally with partners across both organizations. Quality, IT, Systems Development, Product Management, Customer Care, Marketing & Direct Sales all work closely together to align on creating value through health and wellness products and services. We also strive to maintain a strong bond and trust between our internal teams (architecture, development, test, configuration, operations, etc.). We encourage each other to work together and help one another make our work life at GreatCall & BestBuy more satisfying and rewarding. This is a team that constantly looking for ways to improve our development operations through people, process, and technology. The team also fosters a culture of innovation and encourages everyone to contribute through new ideas and insights.

ABOUT THE JOB:

The Director of IT Operations will be a technology leader responsible for internal and external customer service fulfilment in support of the company’s goals, objectives and exciting growth agenda. This position manages a NOC, a Performance Management team, and Client Resolution team who are accountable to meet/exceed service level standards while adhering to relevant customer specific processes as needed. This leader is responsible for leading the implementation of industry best ITIL based processes focusing on Service Management, Incident Management, Event management, Performance Management, and Change Management.  This role is best suited for someone with contact center experience and technologies and who is committed to staying up to date with industry trends. The Director of IT Operations works collaboratively with various vendors, partners, and Best Buy cross-functional teams to drive, support, and manage new technical capabilities and platforms that serve GreatCall well into the future.  Deliverables include determining and performing to SLAs established with business unit and adhering to KPIs while monitoring system health and reliability to detect events prior to customer impact.  The role will work closely with care, commercial sales, development, and quality functions to support a best in class experience for our customers across all products and services.

RESPONSIBILITIES:

-Provide leadership in critical issue resolution to any client facing system issues with a 24x7x365 NOC across multiple geographic sites
-Manage all production support processes, coordinating the involvement of business and/or IT development resources in problem resolution as necessary
-Ensure that the problem triage process, categorization, service restoration, and root cause analysis processes are executed accurately, efficiently with exceptional customer experience
-Collaboration with the company’s IT and Security department as well as other parts of the company such as the QA/Testing and -Development teams to deal with network, application, and system incidents
-Lead Change Management Process by working with other IT partners to ensure procedures and approvals are followed for scheduled maintenances
-Manage the release and deployment calendar for all IT Operations maintenance activity
-Identify enhancements or optimization to improve performance and capacity of servers and applications and work with IT Operations teams to implement suggested enhancements
-Develop monitoring capability through creation of dashboards to provide advanced incident/event notification in compliance with SLAs
-Collect, analyze and report SLA and KPI metrics data for production environment and report as needed
-Build a team of resolution specialists that will support external commercial customers as needed
-Provide effective communications with customers and stakeholders during the customer service process (pre and post-sale)
-Manage the proper level of engagement in engineering/development processes on any customer escalated issues to resolution
-Manage a staff of direct and indirect resources for their assigned operations and maintenance tasks and managing staff levels and forecasts appropriately
-Build a high performance, experienced support technology team
-Provide personal development, mentorship, coaching, and career management to all team members
-Other duties as assigned

QUALIFICATIONS:

Education: Bachelor's degree preferred or equivalent experience

Experience:

-10 + years of successful experience in a technical leadership role with 5 or more years of experience in a supervisory capacity required
-BA or BS Degree in Computer Science, Computer Engineering or related discipline with an IT focus or equivalent experience preferred
-Network\Systems experience in Customer-facing Support or service delivery organizations required
-Health and safety services experience preferred
-Demonstrated progressive leadership/management experience required
-IT expertise including working knowledge of ITIL v3 Service Management required

Knowledge/Skills/Abilities:

-Experience in managing and supporting products, services, and custom applications
-Proven abilities in vendor management, and outcome-based partnerships
-Strong client relationship and customer service-oriented skills
-Ability to lead and partner with cross functional executives and teams to achieve goals.   
-Knowledge of Technology Architecture and Networking (LAN, WAN, and Wireless) based systems and services required
-Strong ability to assess and create function and non-functional requirements required
-Knowledge of engineering project management techniques, agile methodologies, and lean product development

Personal Attributes:

-Strong organizational, leadership, relationship management and strategic thinking skills

-Excellent communication skills – both oral and written

-Able to build collaborative relationships across groups and form high performing teams

-Strong decision making and problem-solving skills and the ability to exercise sound judgement based on accurate and timely analysis

-Able to influence others and communicate vision, purpose, and strategy across levels

-High level of integrity and dependability and able to maintain confidential information

-Action oriented with results-orientation

-Motivates and develops others to improve bench strength and meet objectives

 

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