Description
Job Posting
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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, six academic 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
Department Overview
As a security first organization, Technology Delivery Services (TDS) is part of the Information Technology (IT) Department. The TDS teams include Information Security, Planning (architecture and PMO), Application Development, Financial Applications, HR & Payroll Development, Infrastructure, and Client Services teams. We maintain an innovative, inclusive, and supportive work environment.
Position Summary
The IT 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 9-person, 24x7x365 operations team. The IT Operations 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.
Key Responsibilities
40% 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.
30% 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, and others. Create operational and performance metrics and reporting. Responsible for staying abreast of current service trends to improve efficiency, modernize and automate processes and align with organization strategic objectives.
20% 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 planning. Perform personnel tasks including annual performance reviews, time reporting, leave management and job description review. Participate in department leadership activities. Hire, train, and mentor team members to ensure a high-performing and motivated team.
10% 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.
Experience
Required Qualifications
- Min 7 years of IT Operations and support experience.
- Min 4 years of management experience leading a team.
Skills and Abilities
Required Qualifications
- 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 leading major incident management activities.
Preferred Qualifications
- Experience 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 of analyzing buy vs. build procurement for products for effective and efficient technology use.
Education
Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training
Licenses and Certifications
Preferred Qualifications
- AWS Certified Cloud Practitioner
- ITIL, or equivalent IT service management frameworks
Job Title
Information Systems Manager 1
Job Code
000667
Salary Grade
Grade 26
Payscale:
$165,000 - $190,000
Full Salary Range:
$117,000 - $226,000
The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.
Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging
ADDITIONAL INFORMATION
California Residency Requirement: California residents, or those willing to relocate*, who wish to work onsite, hybrid, or remote, will be considered. This position is not eligible for visa transfer or partnership.
If currently living out of state, please indicate on your application whether you are willing to relocate within a reasonable timeframe by checking the "willingtorelocate" box.
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 (6/27/2024). The position will be open until filled.
CONDITIONS OF EMPLOYMENT
Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP
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
As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.
EEO STATEMENT
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. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.
The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu.
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