IT Operations Manager

POSITION SUMMARY:

Provides leadership to and management of the IT Operations Department.  Ensures the delivery of quality service and support to all users and network subscribers by leading the IT Operations Department and the Bank?s LAN/WAN (voice, data, and application) operations.  Works with the Systems Design Department to establish an appropriate information systems environment.  Ensures the daily operations meet the Bank?s needs in areas such as the following: all network and voice infrastructure, desktop and server hardware and software, enterprise applications, security and disaster recovery systems to protect computer infrastructure integrity, and infrastructure installation for various Bank facilities. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Plans and directs the activities (e.g., operations, personnel, financial, etc.) of assigned area(s) in accordance with policies, goals, and objectives established by the Bank.

2. Effectively utilizes and considers corporate objectives, strategies, desired culture, ownership accountabilities, and the counsel of other IS Group and management team members to maximize the quality of organizational decisions.  Provides sufficient information and periodic reporting to the Vice President of IS.

3. Responsible for interviewing, hiring, staff performance appraisals, staff scheduling, training, and coaching within the department.  Provides oversight for career development and growth of assigned staff/direct reports.  Promotes open communication and information dissemination that ensures others (in particular assigned staff) are adequately informed to make high quality decisions.  Ensures qualified staffing exists in all assigned areas to meet organizational objectives.

4. Ensures the voice, data, and enterprise application infrastructure (inclusive of related documentation of operating procedures) is operating efficiently, and effectively.  Manages the infrastructure for a high-level of uninterrupted service to customers and employees, and maintains applicable back-up systems/contingency plans that are regularly tested.  (Primary responsibility for the Production Environment; shared responsibility for other environments.)

? Plans, manages, and maintains all components of the local/wide area networks.

? Plans and manages the implementation of the LAN/WAN infrastructure, including hardware, software, and storage recommendations.

? Researches, analyzes, and recommends ways to use existing technologies to enhance network security.

? Coordinates major security activities including an annual update of the network security plan and quarterly vulnerability assessments.

? Coordinates infrastructure implementation and management activities to prioritize and resolve technical problems.

? Oversees the operation and maintenance of the LAN/WAN including operations planning, change and release management, software, hardware and other equipment through routine preventative maintenance.

? Serves as project lead for installation of certain systems and solutions, to include the functional leading and coordinating of staff, vendors, subcontractors, etc.

? Diagnoses and troubleshoot network or application problems.

? Installs, upgrades, or patches computer systems to maintain system security.

? Performs preventative or emergency maintenance and ensures back-up/recovery facilities are effective.

5. Oversees all aspects of customer service for the IT Operations Department.  Serves as a resource for all users and network subscribers. .

? Ensures effective ?first line? technical support/help desk service to Rainier Pacific employees for telecommunication and computer services.

? Applies our mission, vision, short and long term goals, and interfaces with users to identify enhancements in support thereof.

? Develops and updates service level agreements (SLAs) with various business units.

? Produces and analyzes key performance metrics to ensure Operations is delivering service in accordance with established SLAs.

? Ensures system uptime and availability meets the business requirements.

? Coordinates the scheduling and efforts of IT Operations team toward fulfilling assignments/projects in the IT Department.

? Manages, coaches, and reviews subordinate network and IT Operations staff.

? Chairs the Change Management Committee (CMC) to ensure consistent application of change and release management policies.

6. Oversees and/or performs the installation and maintenance of relevant hardware and software infrastructure to support the development, maintenance, and advancement of the World Wide Web site and Internet banking system as specified by the E-Services department.

? Understanding of E-Services department?s objectives for the web site and Internet banking system.

? Researching, analyzing, planning, and designing innovative ways to use existing and new web site technologies.

? Programming, applying, and installing upgrades and new web site technologies.

7. Available on-call 24 hours a day to provide expertise and direction to operations staff responsible for repairing malfunctioning systems, or performing systems configuration changes or upgrades that must be accomplished at times when no users are on the system.

8. Establishes and oversees uniformity of infrastructure hardware and software.  Works with Systems Design Department on inventory and configuration management practices.

9. Ensures that an adequate internal control environment exists and is functioning appropriately within the department and that adherence to related regulatory requirements is achieved.  Develops procedural documentation in support of the desired internal control environment; conducts self-assessments of controls and related processes; and takes corrective action as applicable.

10. Provides support to internal, external, and regulatory audits/examinations that involve the IT Operations Department activities.  Ensures satisfactory audit/exam ratings and results.

11. Provides leadership and enlists support of other IS Group team members to successfully lead and managed the Bank?s information systems ?operations? in order to reinforce Rainier Pacific?s brand and deepen relationships with our customers.

12. Contributes to efficient organizational and departmental operations by demonstrating innovation, cooperation, feedback, communication, delegation, management focus, and strategic traits.

13. Stays abreast of environmental, market, technical, and regulatory developments that affect the Rainier Pacific?s operations including a working knowledge of regulatory compliance and operational policies and procedures.

14. Exercises an appropriate level of courtesy, tact, and professional communications in dealing with others.

15. Supports and encourages the future-focused, results-driven, values-based, sales and service culture throughout the organization.

16. Completes business plan goals as assigned and reports results to appropriate parties, verbally or in writing.

17. Participates in the development of Rainier Pacific?s vision, mission, values, and strategic direction, and has a responsibility to convey, model, and carry out such.

18. Develops and maintains ethical and professional relationships with key vendors in an effort to obtain additional value for the organization.

19. Contributes to a favorable public image of the organization by establishing and maintaining relationships and participation in the community (civic, industry, and professional).

20. Contributes toward effective team problem solving with staff, peers, and Management. 

21. Consistently demonstrates corporate values; encourages and coaches others to consistently demonstrate corporate values.  Assists team members to achieve their goals. 

22. Performs other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the operations department. Carries out supervisory responsibilities in accordance with Rainier Pacific?s established policies. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems.









 

QUALIFICATIONS AND REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor?s degree (B.A.) from four-year or university and five years related experience and/or training or equivalent combination of education and experience.  Microsoft Certified Systems Engineer (MCSE) required and Cisco Certified Network Analyst (CCNA) preferred.  Previous financial institution experience desired.  Experience in analyzing technological alternatives, presenting solutions, and implementing solutions.  Extensive experience in LAN/WAN management, including TCP/IP networking, Windows 2000 server and desktop operating systems, Windows 2000 Active Directory Domain, Microsoft Exchange Server, and Microsoft load balancing and clustering technology. Additional experience installing, configuring, and maintaining Microsoft Operations Manager Server (MOMS) and Application Center preferred.  Three to five years of experience in managing a network operations team.  Five years demonstrated ability in network/computer operations including computer system hardware and software repairs, upgrades, installations, maintenance and troubleshooting.  Position requires knowledge of Internet technologies.  Experience as project lead and functional lead for staff and vendors preferred.  Position requires personal computer skills using word processing and spreadsheet programs (i.e., Word for Windows, Excel, and Power Point).

Language Skills

Employee must demonstrate the ability to interact tactfully and positively with Bank staff.  Ability to respond to common inquiries from Bank employees.  Ability to effectively present information to management, employees and groups of people.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions.

License or Certificate

Must be bondable.

Current driver?s license.

Microsoft Certified Systems Engineer (MCSE) required.

Cisco Certified Network Analyst (CCNA) preferred.

Cisco & Nortel PBX experience preferred.

Security certifications preferred.