Manager-Monitoring and Production Management

Company: Knights of Columbus
Location: New Haven
Posted on: June 6, 2021

Job Description:

Job Summary

The Manager of Monitoring and Production Management leads the team responsible for enterprise Monitoring and Production Management. The team provides the day-to-day support of GNOC Operations, System and Availability Monitoring, Server and Mainframe Operations, Production Code Deployment and offsite Printing Operations.

Job Responsibilities

The following duties reflect the primary responsibilities performed by employees in this job. Incumbent(s) may be required to perform additional, position-specific duties.

Responsibility

• Responsible for managing daily operations of the Knights of Columbus GNOC, including Server and Mainframe Operations, Network and System Monitoring, Production Code Deployment and offsite Printing Operations.
• Responsible for staff/employee administration (staffing recommendations, performance appraisals, coaching/counseling, work assignments, resource planning, etc.). Trains or provides appropriate training for employees; coaches, provides feedback and support, counsels and motivates employees.
• Manages technical vendor support and relations for the functions he/she is responsible for; assists with vendor identification and selection, contract negotiation and statement of work (SOW) reviews. Acts as an internal escalation point for any vendor related technical issues.
• Adheres to KofC's policy, process and procedures and proactively seeks opportunities to enhance existing ITIL processes (service requests, incident & problem management, change management, etc.). Develops and refines process and procedures specific to functional responsibilities and contributes to formulation of operational and tactical plans related to the functions he/she is responsible for.
• Supervises/oversees project related activities associated with his/her functional responsibilities. Encompasses working with project management professionals (internal & external), as well as self-management of less complex project activities in accordance with established project management processes and procedures.

Knowledge, Skills, and Abilities

The depth and breadth of knowledge within the position's field or specialty that is required to effectively perform the responsibilities of this position, e.g., insurance, KofC structure and processes. Describe the type and level of skills required to handle the position's responsibilities, e.g., mathematical/analytical, communication, typing, spreadsheet.

• Proven work experience leading a team providing IT customer support/services.
• Proven ability to delegate and motivate staff.
• Excellent communication and leadership skills.
• Excellent interpersonal and listening skills.
• Strong Analytical and problem solving skills.
• Strong decision making skills.
• Ability to be flexible and adaptable to changing priorities.
• Ability to prioritize and effectively manage multiple initiatives simultaneously.
• Ability to quickly and effectively accept and manage new support initiatives.

Systems/Technical Knowledge:

• In-depth knowledge of computing systems typically associated with data center operations.
• Knowledge of distributed/open systems and networking environments associated with data center operations.
• Knowledge of monitoring systems, i.e. Nagios, SolarWinds, SpiceWorks, etc.
• Knowledge of Secure File Transport and other Secure Data Transmission processes.
• Knowledge of Enterprise Batch scheduling software i.e. CA-7, CA ESP, ActiveBatch, etc.
• Microsoft Office Products: i.e. Word, Excel, PowerPoint, etc.

Leadership Responsibilities

• Sets a clear strategic direction.
• Adapts to change quickly.
• Fosters mutual trust.
• Follows through on actions, promises, and assignments.
• Demonstrates high ethical standards.
• Lives, leads, manages, and works with integrity.
• Accepts responsibility for own actions.
• Leverages the strengths of each team member.
• Treats others with respect and empathy.
• Creates a working environment that motivates high individual performance.

Interactions

Within KofC: All departments.

Outside of KofC: External Vendors providing services and support to the Knights of Columbus .

Education and Experience Requirements

Education: BS or BA in Computer Science, Information Systems or related field or equivalent combination of experience and training.

Experience: 5-8 years of IT leadership experience or and demonstrated experience leading a diverse group of technical resources in a NOC environment.

Licensing/Certification:ITIL v3 or 4 Foundation certificate and/or practical experience desired

Performance Indicators

• Clarity of communications.
• People and resource management.
• Issue identification; problem solving.
• Time management and prioritization of work; attention to detail.
• Customer service orientation; feedback from internal and external sources on service provided and problem resolution.

Decision Making

• Effective decisions contribute to business, operational and fraternal success.
• Makes decisions on routine and personnel issues; when necessary, discusses issues and makes recommendations to manager.
• Identifies issues, formulates solutions and knows when to escalate and when to resolve on own.

Problem Solving & Complexity

• Situations somewhat varied; requires application of specific technical skills and expertise.
• Successfully leads multiple initiatives simultaneously.
• Formulates and presents recommendations for resolving complex issues and problems to manager.

Keywords: Knights of Columbus, New Haven , Manager-Monitoring and Production Management, Other , New Haven, Connecticut