Information Technology Manager 6 days ago

Tenet Healthcare; Pateros; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Tenet Healthcare is seeking an IT Operations Senior Manager to lead the IT Operations function within the organization’s technology team in the Philippines. You will partner with IT leadership, HQ IS, Workstream Operations, and external providers to drive service excellence and timely project delivery.

You will design and govern the IT Operations roadmap, manage the annual budget, and mentor a diverse team of IT professionals.

Qualifications

• Experience leading IT operations teams
• Ability to design roadmaps and strategic directions for IT Operations
• Budget ownership including headcount and asset lifecycle
• Ability to coordinate with managed services and vendors
• Strong governance, incident, and change management practices
• Experience with ITSM tools and ITIL processes

Responsibilities

• Manage IT support operations end-to-end.
• Design the roadmap, directions, and strategies for IT Operations.
• Create and own the budget for IT Operations and asset lifecycle.
• Provide guidance to the team and define deliverables and success metrics.
• Coordinate with IT managed services leadership (SDM and supervisors).
• Oversee end-to-end management of issues, problems and tasks with full visibility.
• Prioritize incidents and requests and delegate actions to IT Support.
• Review tickets with managed services to identify burn­ing issues and mitigation actions.
• Follow up with users to measure satisfaction and implement corrective actions.
• Ensure compliance-related activities with Information Security and IT Support teams.
• Support PMO in IT-related projects from an Operations perspective.
• Assess and adjust IT support capacity to meet business needs.

Skills

Leadership

Strategic planning

Budgeting

Team mentoring

Vendor management

Tools

VMware

Citrix

Backup System

Storage System

ServiceNow

ITIL

Job description

The IT Operations Sr. Manager will be part of the Information Technology team and will report to IT Sr. Director/IT Head. This position is responsible for working with other IT vertical leaders/teams, HQ IS, Workstream Operations Leadership and as required, with 3rd-party partners, vendors, and providers.

Responsibilities:

• Management of IT support operations
• Responsible for designing the roadmap, directions, and strategies for IT Operations

Responsible for creating the overall budget for IT Operations with full coverage of scope that includes but not limited to support headcount, asset replenishment/replacement/upgrade, operational systems/tools, and team-related activities.

• Responsible for providing guidance to the team and ensuring that each member is aware of what he/she needs to deliver and the success measure of the deliverables.
• Closely coordinate and provide direction to IT managed services leadership - SDM and supervisors.
• End-to-end management and tracking of issues, problems and tasks ensuring full visibility from an IT standpoint.
• Prioritization of incident and request tickets and delegate the same to IT Support for proper action, escape as necessary.
• Conduct regular review and analysis of tickets with the managed IT Support services team to determine burning issues, strategize mitigation and monitor/track mitigation effectiveness.
• Perform follow ups with end users to measure satisfaction with issue resolution and as needed, determine areas of concern, and implement corrective actions.
• Manage compliance-related activities from testing, analysis, remediation, and closure in coordination with Information Security and IT Support teams.
• Support Project Management Office in the fulfillment of IT-related projects from an IT Operations perspective.
• Periodically analyze IT support strength in alignment to the operational need of the business and recommend changes e, g, people movements, or augment as deemed necessary.

Conduct periodic performance review meeting with managed IT Support services team; Review relevant reports and recommendations on individual member’s scorecards/KRA, and as necessary, implement improvement plan.

• Drive and lead regular touchpoint with managed IT Support services team, and quarterly business review with leadership teams of vendors and internal IT team
• Conduct regular touchpoint with workstreams leaders to understand their IT Support needs, make follow ups to on-going tasks, and discuss issues and recommend plan to remediate the same.
• Continuously assess the needs of the team and recommend improvements as necessary.
• Plan training strategy for IT Support members in alignment to the team’s set goals.
• Provide guidance and mentorship to IT Support members through periodic one-on-one touchpoint.
• Ensures IT asset-related processes are sacredly followed, performed, and periodically audited.
• Works closely with ITAM team on IT asset-related activities that includes but not limited to planning, assignment, distribution, warranty claims, repairs/maintenance, cost recovery and disposal.

Qualifications:

Knowledge of Windows Systems, Database System, Email System, Active Directory, NS Service, VM System, Citrix, Remote App/Monitoring System, Backup Management, and server/storage hardware (sizing, design, troubleshooting)

Demonstrated knowledge of Microsoft Systems (Windows Platform, MS SQL, MS Exchange, WSUS, Active Directory, DC/DNS/DHCP), VMWare, Citrix, Backup System, Storage System, Antivirus System (McAfee, Symantec, Cylance) and related devices/technologies

• Advanced understanding of Microsoft Office Suite, including Microsoft cloud solutions e.g., O365, Teams, One Drive, SharePoint, etc.
• Advanced knowledge of Networking, LAN/WAN basics and its interplay with the entire IT ecosystem
• Advanced knowledge in IP, TCP/UDP, ICMP, SNMP, SMTP, VoIP, SIP, VPN
• Knowledgeable in information security controls and compliance as applied to the end-user computing environment e.g., machine hardening, anti-virus, system patching, etc.
• Knowledgeable of IT Service Management system such as ServiceNow or equivalent solutions.
• Working knowledge of ITIL discipline.