Operations Center Manager
Universal Music Group
Dublin, DNThis was removed by the employer on 5/29/2020 5:21:00 AM PST
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Full Time Job
Description
Job title: Operations Center Manager
Responsible to: Director, IT Operations
Department: Global IT
Location of work: Dublin, Ireland
The A Side: A Day in The Life
We are currently seeking an experienced Operations Center manager to operate the UMG IT Operations Center. Utilizing best practices and an ITIL approach, the Operations Center provides 24x7 support of the UMG Global IT infrastructure. This includes day-to-day operations, monitoring, and maintenance of all network components, including circuits, unified communications resources, server hardware and software, and cloud resources. You will think quickly on your feet and develop processes to ensure a continuous high level of service is met. It requires taking an active role in guiding the team to work quickly, efficiently, and accurately in the pursuit of supporting our clients. As a manager in this role, you must be proactive and forward thinking, always working to ensure that we are providing best in class service and constantly working to identify gaps in both vision and execution, putting plans in place to quickly fill these gaps.
The B Side: Skills & Experience
Be Collaborative
• Co-ordinate with Service Desk and affected teams in the identification and resolution of major incidents
• Manage the implementation and maintenance of Service Level Objectives (SLO's) and Service Level Agreements (SLA’s) with UMG Business Units, other IT groups, and vendors as appropriate. This includes measuring and reporting on these SLA's and SLO’s on a regular and scheduled basis
• Manage the work effort, development and career paths of Operations Center staff on a continuing basis - proactively develop processes, documentation, and automation to make the team more effective over time
• Lead the day to day operation of the 24x7 Operations Center to ensure the infrastructure availability and performance are within agreed service levels. Includes the implementation of monitoring technology, recruitment and development of staff, and continued development and improvement of daily operating processes utilizing an ITIL approach
• Manage major incidents, to ensure that these are diagnosed and escalated to appropriate levels
• Ensure Capacity Planning, Asset Management, and Availability Management best practices are developed and implemented through the team and become part of the culture
Be Commercial
• Manage reliability, availability, and performance at the end user, hardware, and vendor levels. Report to management on a monthly basis the status and trends, making recommendations for continuous improvement
• Provide performance analysis, usage trends and any other feedback to the Business Units for use in capacity planning and network design
• Participate in the back-up, recovery and problem resolution plan for the infrastructure throughout UMG. This includes the development, testing and ongoing updating of a disaster recovery plan for the Operations Center, with significant input to the overall disaster recovery plan for all UMG Networks
Personal Specification
Necessary
• Experience in the computer industry in a position with similar responsibilities. Core competency in NOC management is required including a proven leadership ability with a track record of influencing positive change
• Ability to assess faults, prioritize, respond and escalate accordingly
• Effective time management and ability to prioritize multiple responsibilities
• Willingness to learn and develop new skills
• Ability to work on own initiative and actively seeks ways of improving existing systems & processes
• Customer service driven/focused with a proactive and positive can-do approach
• Ability and experience operating confidently and calmly in an emergency response environment with flexibility and strong execution
• Knowledge of IT operations, information technology best practices, and industry trends
• Professional ITIL based problem-solving approach that includes root cause analysis, corrective action, and buy-in
• Proven experience in supporting mission critical applications on a global scale a plus
• Proven ability to work effectively within and across diverse global teams, developing and maintaining collaborative relationships
• Working knowledge, understanding, and ability to maintain basic proficiency of the following:
• Network infrastructure (WAN, MAN, LAN, Wifi, QoS for Data, Voice, and Video)
• Network protocols (IP, OSPF, BGP, RIP, IPSec, etc)
• MPLS / VPN / Hybrid WAN / Metro Networks / leased lines
• Network Hardware (Cisco routers and switches, Palo Alto firewalls)
• VOIP and Collaboration Systems (Skype for Business, Avaya)
• Remote Access solutions (client VPN, small office VPN, business to business VPN)
• Network security (firewalls and security monitoring)
• Network connectivity to Cloud Providers (AWS, Azure, etc)
• Network performance analysis and reporting
• Scripting
• Incident, Change, and Problem Management processes within an ITIL based framework
• Identity Management (Active Directory, ADFS, Azure AD, 2 Factor Auth, TACACS, Cisco ACS, Radius, PEAP)
• Microsoft Networking, public and private DNS, DHCP.
• Network monitoring and troubleshooting (PRTG, Nagios, MRTG, Netflow, SNMP, Wireshark, Riverbed ATX)
• Operating systems: Microsoft (Server and Desktop), Mac OS X, Linux
• Disaster Recovery
Desirable
• International experience is beneficial. Additional languages are a plus.
Bonus Tracks: Your Benefits
• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)
Just So You Know…
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.