Senior Manager, Information Technology Operations

Senior Manager, Information Technology Operations

Job Summary

This is a Senior Management role that is part of the Information Services Divisions Management team, reporting directly to the Director of Technological Innovation. He / she will lead a team of Infrastructure and Application professionals in Barbados and Jamaica in operating and supporting the Councils current technology infrastructure and production applications, and deliver a secure, stable, and cost-effective environment for operating the corporate information and communication technology.

The Senior Manager, IT Operations is responsible for daily operations, administration, monitoring, maintenance, security and support for the CXCs ICT systems (whether internal or cloud-based), network, enterprise applications, databases and the integrity of services provided to end users (whether internal or external) across both the Barbados and Jamaica offices. The Senior Manager, IT Operations must ensure that the technical support framework in place for ISD is optimally configured, resourced and staffed by adequately trained personnel to support CXCs evolving business objectives and increasing customer interaction points.

Key Duties & Responsibilities

• Responsible for all aspects of the operations, administration and maintenance of the organisation's enterprise systems, network and applications.

• Provides technical leadership and oversight of infrastructure implementation and deployment planning, system integration, operations, and sustainability of technical solutions.

• Responsible for service assurance and management - meeting agreed targets for systems and applications availability, SLA attainment, customer satisfaction, and quality management.

• Responsible for maintaining adequate information and data integrity and security standards across CXCs information services ecosystem.

• Any other related duties assigned from time to time by any duly authorized person.

Required Activities

Responsible for all aspects of the operations, administration and maintenance of the organisations enterprise systems, network and applications.

• Leads the technical team of operations and support specialists tasked with providing operational support for the Councils systems, network and applications, spanning wide and local area networks, Internet access, applications, voice, and security services.

• Ensures that infrastructure, systems and application services are maintained in the most current and stable state recommended by vendors.

• Ensures system and application availability and other performance requirements are documented, monitored, and achieved as required by service level agreements (SLAs), contractual requirements, and customer needs.

• Ensures systems and services associated with infrastructure, systems and applications are redundant and include high availability for core services.

• Delivers service availability as agreed in objectives.

Service Assurance and Management

• Maintains service level standards and operating policies/procedures for availability of the overall system as well as individual system components.

• Ensures the consistency and reliability of existing applications by creating, maintaining, and enforcing standards/procedures for support, changes and improvements.

• Establishes and enforces appropriate service levels and the processes to ensure that Key Performance Indicators (KPIs) and Service Level Objectives (SLOs) for critical enterprise infrastructure and production applications are met.

• Manages business process controls such as self-assessments and independent assurance reviews to ensure that information related to and used by business processes meets security and integrity requirements.

• Identifies and classifies problems and their root causes and provides timely resolution to prevent recurring incidents. Reduces the number of operational problems year-on-year.

• Responsible for the development, implementation, management and continued improvement of an enterprise-wide disaster recovery and business continuity plan.

• Strives continuously to improve standard operating procedures and monitoring activities to influence the delivery of high-quality services and technology solutions.

• Develops plan for evolving current internally focused, normal-office hours manned ISD helpdesk into an internal/external ISD helpdesk capable of providing technical support on a 24x7x365 basis.

Information and Data Integrity and Security

• Manages the information and data integrity for the organisation, including storage, data security, communication network (voice and data) and all infrastructure engineering; ensures all data is reliable and secure.

• Implements comprehensive enterprise-wide information security standards and cybersecurity protocols to ensure the integrity, confidentiality and availability of relevant data.

• Ensures detection and mitigation of security vulnerability risks across managed systems, applications, and services; oversees and manages any remedial plans of action and milestones for flagged IT security or audit issues.

• Establishes and maintains information security roles and access privileges and performs security monitoring to minimize the business impact of operations information security vulnerabilities and incidents.

• Establishes framework for suitably experienced and competent security vendors to conduct vulnerability assessments and penetration tests on a scheduled basis, and to remedy immediately any vulnerabilities exposed.

• Other duties as assigned by the Director, Technological Innovation.

Qualifications & Experience

• A University Degree in Management Information Systems, Computer Science, Computer Engineering or in a related ICT discipline from a recognized university.

• MBA or advanced degree in a related field, Computer Engineering is preferred.

• IT Service Management (ITIL) professional certification.

• Project Management Professional Certification (PMP) or equivalent project management certification.

• A minimum of 10 years of significant related work experience in an equivalent position in technology management, aligning with comparable responsibilities.

• Certifications in Information Security and/or Cloud Infrastructure would be considered an asset.

• Experience leading complex, major change initiatives; demonstrated skills in change management.

Core Competencies

• Passion for technology and proven management, decision-making, and problem-solving skills.

• Must be driven, confident and organized. 

• Must possess strong verbal and written communication skills.

• Must be collaborative, innovative, decisive; a strong results orientation and strategic in thinking, communicating and approach.

• Must be ethical, leads by example and consistently upholds high standards of quality and productivity for both internal teams and external vendors.

• Displays a high level of business acumen and professionalism; maintains a professional customer-focused attitude at all times, even during situations of disagreement or crisis.

• Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment; ability to prioritize work and meet deadlines.

Organisational Relationships

• Reports to the Director, Technological Innovation.

• Supervises: Security Analyst, Database Analyst, Infrastructure Manager

• SM-Enterprise Architect and development team.

• All stakeholder departments depending on CXC's applications ecosystem to deliver their objectives.

External Contacts

• Vendors

• Contractors

• CXC's Customers and Stakeholders