What are the responsibilities and job description for the Vice President, Infrastructure Operational Reliability & Resilience position at Kansas Action for Children, Inc?
Job Description
Job Number : 24050780
Job Category : Information Technology
Schedule : Full-Time
Located Remotely? Yes
Relocation? No
Position Type : Management
JOB SUMMARY :
Reporting to the SVP of IT Infrastructure Delivery & Shared Services (IDSS), the VP Infrastructure Operational Reliability & Resilience serves as a senior technology operations leader who helps guide the day-to-day operations of Marriott’s IT infrastructure technology services globally. This role looks at technology operations with a customer’s lens and leads cohesive production support activities to ensure compliance with system performance goals, drives the resolution of high priority incidents, and partners to develop and implement performance and stability plans. Orchestrates all aspects of the Release and Change management processes including : ensuring proper quality of all deliveries, ensuring appropriate quality and hardening gates, driving proper automated deployment and post deploy verification steps, aligning processes / tools with Continuous Integration / Continuous Delivery (CI / CD) as appropriate, and driving proactive feedback loops to the delivery teams on opportunities for improvement. This role also oversees the Incident Management and Problem Management teams that manage processes to restore normal service operations as quickly as possible and minimize the impact on business operations for application-related incidents, thus ensuring that the best possible levels of service quality and availability are maintained. Drives automation of solutions to address day-to-day maintenance, administration, and reliability of enterprise systems and builds effective partnerships across IT to quickly resolve and prevent incidents.
CANDIDATE PROFILE :
Education and Experience
Required :
12 years’ experience in information technology process and / or project management across diverse areas and technologies, with a minimum of 6 years’ experience as a Director level or above.
5 years’ experience with application production support and ITIL processes
3 years application support / change / release management experience
Strong financial acumen; must have previous experience managing operational and capital budgets in excess of $20M
Direct management of cross functional, sourced, or matrixed teams.
Experience with Agile, CI / CD, DevOps, and Lean practices.
Experience working with global service providers to deliver support services within agreed upon financial and service level parameters
Well versed in automation and Ai tools and technologies.
Proven ability to drive organizational change with teams outside his / her direct leadership. This role requires negotiation and collaboration skills to affect change across Technology.
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Preferred :
Graduate degree in Computer Science or Information Technology Management
5 years in a technical discipline role with experience in planning, implementing, and evaluating processes, systems and / or initiatives
Proven executive experience in operational support capabilities
ITILv3 Certified with extensive knowledge of modern industry standards, common practices and automation blueprints
Broad technical acumen across multiple disciplines applications with a solid understanding of current technologies
Experience with implementing an automated change control workflow integrated with CICD
Experience developing change KPIs and measuring success through OKRs
Experience with cloud native architectures, deployment patterns, minimum QA requirements
Experience in business systems and process planning
Understanding of product model methodologies and the intersection with operational support processes
Experience with and knowledge of IT outsourcing activities in a managed services environment
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Solid understanding of IT financial structures and ability to manage to corporate financial processes and standards
Ability to work across organizational boundaries, to help lead and influence change
Extremely high level of analytical ability with complex problems.
Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment.
CORE WORK ACTIVITIES
Drives modernization of operational and change processes with emphasis on automation, DevOps and continuous improvement principles
Ensures standardized methods, documentation and procedures for efficient and quality handling of application-related changes
Responsible for restoring service operation as quickly as possible and to minimize the impact on business operations
Oversee all aspects of the change and release process to ensure proper planning and resource availability
Partner with Global Technology organization to create broader technology related and corporate standards and policies where necessary
Ensures Problems are cataloged, assigned for resolution, closed and validated
Ensure that all applications adhere to appropriate monitoring and performance standards based on their technology / business process
Monitors projects for adherence to defined development processes and operational readiness.
Communicates important production support policy changes that affect service provider and / or Marriott operations
Creates and communicates with key stakeholders effective process vision, strategy, process maturity, and overall direction of team.
Building Successful Relationships for Effective Day-to-Day Management
Manages operational support in partnership with IT teams, business partners and providers
Manages day-to day relationships with all IT teams to promote the delivery of services that meet or exceed the client expectations
Drives timely resolution of escalated service delivery problems and minimizes the impact of any client service delivery issues
Defines, manages, and improves service level reporting
Effectively partners with support service providers, ensuring service providers perform the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement
Ensures service levels meet business needs
Participates in the creation and maintenance of IT’s business strategy and planning
Supports and follows defined IT Governance decision rights, standards and practices
Release and Change Management
Partners with all teams to define and document all upcoming application releases.
Partners with Change Management team to ensure that all defined releases are on change management roadmap.
Ensures Teams are Proactively updating Global Technology of Release Management plans. Drives awareness for key stakeholders of the master application release schedule.
Drives updates to service knowledge management system, preferably in an automated fashion.
Coaches, consults, and trains team to adhere to established Release Management procedures.
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