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Information Technology Services
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88074 Requisition #

Technical Operations Manager
Job Code: 4806
Grade: L

 

The Technical Operations Manager position is a member of the Communication Technologies (CT) team. CT is part of University IT, the central IT organization for Stanford University. The individual in this position reports directly to the Director of Communication Technologies. 

 

As the Technical Operations Manager for the Communication Technologies Operations Team, this individual will utilize their technical, operational, and management expertise to guide and enable a team of senior level staff to successfully and efficiently administer, maintain and support Unified Communications solutions for Stanford University and Stanford Healthcare. This individual will be responsible for ensuring the team effectively performs and completely fulfills the operational duties required to ensure system availability and service level agreements are met. The Technical Operations Manager will be available on a 24 x 7 on-call basis to lead and perform the necessary responsibilities required to meet expectations of all Stanford entities for the critical functions Communication Technologies enables.

 

Primary responsibilities include: 

 

Operational Excellence: 

  • Ensure systems management responsibilities such as monitoring, backup, patching, security, change control are being performed and align with industry best practice 
  • Manage the day-to-day operational activities for a team of Communication Subject Matter Experts, to include on-call rotation. 
  • Monitor the CT Operations Service Now Incident queue for tickets and follow up with staff on status and remove obstacles that may be preventing prompt resolution of incidents.
  • Facilitate and Coordinate conversations and efforts involving diverse teams: system administration, database administration, Network Engineering, IT Service Desk, , and the IT Operations Center (ITOC).
  • Ensure that all equipment (hardware/software) has a valid support contract or is under warranty. Manage in-scope hardware and software maintenance and support agreements
  • Act as the primary Incident Commander for major Communications incidents
  • Facilitate and coordinate the activities of the incident response through the ITOC technical bridge
  • Ensure that the appropriate technical resources are engaged towards the resolution of the incident
  • Insure that established incident and escalation processes are being followed in a timely manner
  • Author content and coordinate with the relevant escalation/incident contacts   to provide timely incident status updates to impacted parties, partner teams, leadership and stakeholders for all Stanford entities.
  • Document, maintain and communicate to ITOC escalation plans for all services with a 24x7 profile 
  • Review all CT change requests to adhere to the UIT and Healthcare Change Management processes, and ensure relevant stakeholder, partner teams and user community concerns have been addressed.
  • Responsible for reviewing and approving the Service Transition Plan from project phase to post deployment phase/steady state. 
  • Ensure the deployed release and the resulting service meets customer expectations, and that IT operations are in place and capable of supporting the new service. 
  • Develop strategic relationships with the Business Owners responsible for supported services to ensure that operational tasks to sustain the service are given the appropriate priority by team members 
  • Track and report the performance of operations by collecting and monitoring metrics and ensuring that performance aligns with defined business targets or SLAs. Observe trends that could inform opportunities for process improvement 

 

Technical Leadership 

  • Motivate and develop team collaboration opportunities and cultivate cross training of staff for the support of incoming applications and systems
  • Partner with other support organizations to ensure end-to-end application functionality 
  • Manage bench strength to ensure depth in various technologies (current and future); become an expert in some of these yourself 
  • Work with SMEs to foster train-the-trainer methods for sharing knowledge to others in the team 
  • Provide continuing training opportunities to develop and grow subject matter experts 
  • Demonstrate strong verbal and written communication skills. Be able to bridge the gap between technology and business process through the development of strong relationships between multiple functional groups. Above all, this individual needs to have strong customer service skills and a positive ‘can do’ attitude. 
  • Attend training and conferences in areas related to job function to track trends in technology and best practices. 

 

Qualifications 

  • Experience managing and implementing enterprise class applications and systems 
  • A Bachelor's degree in Computer Science or related field, plus 5+ years of experience leading a deep-technical support team, or an equivalent combination of education and experience desired. 
  • Ability to work comfortably in a systems development environment with concurrent tasks and changing priorities/resources is required. 
  • Experience supporting applications in an academic environment.  Prior experience supporting a healthcare environment is a plus. 
  • Ability to communicate effectively and excel in tasks that involve conflict management, diplomacy, and timely decision-making. 
  • Experience developing new or identifying process improvements; and fostering adoption. 
  • Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs. 
  • Ability to resolve issues of cross- organizational escalation or lines of responsibility; ability to anticipate impact on clients and other stakeholders. 
  • Skilled at developing and maintaining productive working relationships with project sponsors, key customers, and team members. 
  • Experience with managing projects involving application evaluation, implementation and upgrades. 
  • Experience hiring, supervising, coaching and performance management required. 

 

Stanford University’s commitment to safely and effectively meet the public health challenge presented by COVID-19 extends to ensuring University employees may work from home, or another off-site location, where determined appropriate, whenever necessary through the end of March 2021. The department will give reasonable notice when employees are expected to return to work at the Redwood City campus.

 

Why Stanford is for You:

  • Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
  • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
  • Discovery and fun! Stroll through historic sculptures, trails, and museums.
  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts, and more.
  • Redwood City. Our new Stanford Redwood City campus, opened in Spring 2019, is the workplace for approximately 2,700 staff, including University IT, whose jobs are important to supporting the University’s mission. The campus offers amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center for Stanford families.

 

How to Apply

We invite you to apply for this role by clicking on the “Apply for Job” button. Please submit your resume and a one-page cover letter along with your online application.

 

Relocation or sponsorship will not be provided for this position. 

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

 

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

 

Stanford is an equal employment opportunity and 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, protected veteran status, or any other characteristic protected by law.

 

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