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UC OFFICE OF THE PRESIDENT
At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, five medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
We deliver data and technology services and, through collaboration with partners, transform the role of Information Technology to advance the UC mission.
The Operations Manager will be responsible for monitoring operations and consistent execution of production control duties in support of applications and systems for Office of the President, campus, medical centers, UC Path and enterprise customers. This hands-on manager is responsible for the managing a diverse 10-person, 24x7x365 operations team. This manager will provide quality technical support and customer service, responding to escalation issues directly and through subordinates.
Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates to achieve goals in accordance with established policies. Requires full knowledge of own area of functional responsibility. Erroneous decisions or failure to achieve goals results in additions costs and personnel, and serious delays in overall schedules.
Coordinates with functional and technical departments to ensure proper requirements, techniques, and controls are in place for successful and effective operations monitoring. Oversee work intake, assess resource needs and ensure processes are documented and maintained. Perform periodic review and validation of on-call contact information and escalation procedures. Review daily production status and turnover reports. Ensure tickets in ServiceNow queue are assigned and completed in a timely manner. Attend scheduled meetings to ensure representation from Operations team.
Manage and maintain unit websites, document repositories, access control lists to various systems and/or services. Collaborate with partner IT teams to maintain reliable connectivity for essential system integration, such as ServiceNow ticketing system, Active Directory, xMatters and others. Create operational and performance metrics and reporting. Responsible for staying abreast of current service trends to improve efficiency, modernize process and align with organization strategic objectives.
Manages the coordination of unit activities with responsibility for results in terms of costs, methods, and employees. Administers IT policies that directly affect subordinate employees. Maintains shift schedule to ensure no lapse in coverage and manages all budget processes, staff FTE, human resources and space planning. Perform personnel tasks including annual performance reviews, time reporting, leave management and job description review. Participate in department leadership activities.
Develop and implement process and procedures to grow new program and team functions. Provide train-the-trainer sessions on new material or services as required. Provide backup coverage to fill in for shift work when required.
Possesses solid experience with 24x7 operations for effective management of day-to-day support activities.
Strong knowledge and understanding of service delivery principles and customer service.
Excellent interpersonal skills, with an ability to understand and communicate complex technical information to an audience of varying skill levels.
Applies advanced Information Technology theories and concepts to manage and provide solutions.
Demonstrates skill in managing technical staff.
Demonstrates the ability to gather, organize, and analyze data in the completion of assignments.
Possesses skills necessary to accomplish department / section objectives and address related problems and issues in an effective manner.
Experience in leading change management activities and managing their impact across the unit or department.
Experience creating performance and operational metrics and reporting.
Thorough knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
Ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment.
Experience in managing production control and/or mainframe jobs.
Experience of analyzing buy vs. build procurement for products for effective and efficient technology use.
Bachelor's degree in related area and / or equivalent experience / training.
Minimum of 4 years management experience leading a small to medium size team.
Minimum of 7 years of IT Operations experience and/or Production Control experience.
AWS Certified Cloud Practitioner
Due to the nature of a 24-hour Operations Center, working schedule may vary. This position plays a critical role in the management of shift teams to ensure continuous support coverage. Must pass a background check.
SALARY AND BENEFITS
Salary: commensurate with experience
Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging
HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.
APPLICATION REVIEW DATE
The first review date for this job is January 26, 2021. The position will be open until filled.
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC Nondiscrimination Policy
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About University of California Office of the President
The Office of the President is the systemwide headquarters of the University of California, managing its fiscal and business operations and supporting the academic and research missions across its campuses, labs and medical centers.