What are the responsibilities and job description for the IT OPERATIONS MANAGER position at CERTIFIED LANGUAGES INTERNATIONAL LLC?
IT Operations Manager
Location: Portland, Oregon - Hybrid (in office at least 3 days/week)
Certified Languages International (CLI) provides Interpretation Services. We are a mission-driven organization whose goal is to bring equity to the Limited English Proficient (LEP) community.
What will you do:
- Manage a team of IT professionals who administer:
- A phone-based Interpretation Services system which supports multiple millions of calls per year
- A video-based Interpretation Services system that supports hundreds of thousands of video conferences annually.
- Administration support services (Microsoft stack) for the company’s hundreds of employees and thousands of contractors
- Guide the IT group in the production maturity process, implementing or improving change control processes, operational procedures, operational metrics, managing business SLAs, and so forth.
- Coach and mentor the IT professionals you manage to lead them on their growth journey
- Support budget development and monitoring; help with vendor management (selection, invoice management, etc.)
- Support the development of a security strategy and then execute the infrastructure component.
- Work closely with the software development team on the execution of system enhancements and then the deployment of those changes.
- Work closely with the Service Desk Team Lead and implement system changes needed for employee support.
- Be an important resource to the IT and CLI leadership team in the development of future systems.
- Perform Other Duties and Responsibilities as assigned by your manager
Your Required Background:
- At least 3 years experience running a production system in a cloud infrastructure (Azure, AWS, GCP)
- Have a ‘constant improvement’ (Lean/Kaizen) mindset
- Have managed a team of IT individual contributors (system administrators)
- Have a disciplined approach
- Experience with change control processes, operational controls, operational metrics, etc.
- Have a basic understanding of databases, networking, phone systems
- Experience with Microsoft stack (AD, Office, etc.)
- Strong understanding of IT security
- Good understanding of current DevOps practices
- Familiar with ITIL/ITSM methodologies
- Good project management skills
- Experience working with SaaS vendors and systems
- Team player – putting the goals of the group first
Highly Desired Background:
- 5 years’ experience running a production OLTP system in Azure
- Deep expertise in Azure cloud products (Infrastructure and platforms)
- ITIL certification
- Demonstrated the ability to develop team members – helping them grow in their careers
- Have experience with a call center operation (especially CCaaS)
- Demonstrated success managing a complex project
Physical Requirements:
- The physical demands described here must be met by an employee to perform the essential functions of this job successfully.
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk, and hear. The employee must occasionally lift or move up to 40 pounds.