Manager, IT Operations

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Job Description Production Control Senior Managers (PCSM) directs multiple Production Control Associate (PCA) teams to assist the L2 and L3 Support teams (CTPO/ITS) to anticipate and plan for required support. These individuals capture, maintain and actively manages demand signals from the Client IT Managers (CITM) and Service Business Unit (SBU) Managers regarding business needs and services. The PCM will look to set standards for all production control members and seek automated streamlined solutions where possible. PCM’s mainly work with the team leads / supervisors. PCM’s provide strategy, direction and coaching to leads and supervisors, so they can organize and standardize the work PC does at the different experience levels within their groups. PCSMs will help drive solutions for high severity incident resolution. Will engage PCA teams to coordinate with Major Incident Management (MIM) and L2 and L3 Support teams during production outages to restore normal operating functions. Provide ad hoc reports of PROD status (snapshots) on (weekly, monthly, quarterly basis) to upper management when requested PCSMs will help research tickets in SNOW and analyze top 5 most recurring issues by BU and will engage with L2 and L3 Support teams, Operations Teams, and other stakeholders in determine long terms solutions for frequently occurring issues. Provide the most accurate maintenance window for any specific prod device(s) that will meet the needs for CITMs, DEV, PMs, Customer, Business Team and/or Third-Party vendors that will be doing any work, also will be answering any questions they may have regarding PROD Devices characteristics or configurations as requested. Maintain up to date the pre and post checklists that will be used when maintenance is happening, making sure PROD is good and stop everything before maintenance work begins, and confirm everything is good after maintenance work is done. PCSMs coordinate with L2 and L3 Support teams for platform and production enhancements, updates, and migration efforts. Define processes, create organic communication between PC and all the other teams and the business, engage when there is an escalation needed, provide support to the leads and PCA members, be on top of coverage and competition of day-to-day activities. Be always on the look for tools or technologies the different Bus can be interested and that will allow business for a standard process and be in compliance with their customers and internal policy’s. Provide insight and assist in production control activities to meet the strategic business and financial goals, work closely with other managers to plan and manage production processes, activities and environments to improve runtime. Review production plans and documentation to identify and report any potential risks. Provide assistance in order to build guidelines and best practices to the current processes set in place in production environment, always seeking for continue improvement. Gather critical information to build reports that help to identify where are the critical areas that need to be improved, giving feedback to the customer and upper management constantly to ensure the communication is effectively in both sides. Be a support key point for the PCA and PCA leads helping them to avoid and remove any roadblocks that could negatively impact their jobs and could be counterproductive to the business and our clients. Identify and Expand PC support to existing unsupported BUs and new business in the division as required. Analyzing resource bandwidth and hiring as necessary. PCM’s also identify, work, and resolve PC process gaps. PCM’s also serve as consultants on IT solutions and propose changes to the CITMs and Business Analyst teams so that production lines are optimized, requiring less human intervention from production control. Assist with Postmortem documents and/or Root cause analysis when required after an outage impacted any of the BUs we support. Help to maintain PROD environment stable and comply with CISO requirements (Patching is in place, Domain security groups are in place, devices are correctly under monitoring in SolarWinds, AppDynamics, QRadar, NetCoool, etc. Put exceptions rules in Carbon Black for prod paths that slow down the normal process. Submit firewall request as required/needed. Provide evidence for internal/external audits when requested (fill up Audit questionaries, forms, RSAMs) Making sure all changes in PROD environment are correctly reflecting and up to date in MSL. Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the