Senior Manager IT Support, Data Center Operations

Job Summary:

In addition to the responsibilities listed below, this senior manager position is also responsible for managing all operations for the National Data Center and managing all Data Center site operations, including coordinating work performed by outsourced vendor staff and managing work in accordance with the IT Operating Model (ITIL). Additionally, this position will be responsible for monitoring internal and external technology trends within the IT Infrastructure environment and implementing solutions for operating improvements. This role is also responsible for maintaining effective internal controls over the processes and transactions under areas of responsibility, including the completeness and accuracy of financial information and transactions, compliance with applicable laws and regulations, and ensuring effective and efficient operations; and negotiating, reviewing, and being the financial disbursement authority for numerous materials and installation suppliers/vendors.

This position will also be responsible for working with various teams to fulfill data center infrastructure needs, providing input and direction into hardware planning and forecasting; reviewing data center assets and usage to include wall-to-wall inventories, and identifying areas to standardize, reduce cost, and provide an efficient delivery of technologies.
Essential Responsibilities:

• Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposal to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity)
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Minimum Qualifications:

• Minimum six (6) years experience supporting a large scale computing environment.
• Minimum two (2) years supervisory experience.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements:

Preferred Qualifications:

• Two (2) years experience assisting with data center continuity planning.
• Five (5) years media handling experience.
• ServiceNow
• DigitalTwin

Primary Location: California,Corona,Corona Data Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:30 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: KPIT ADMIN - ITO IPS DCO SM ADMIN - 9601
Pay Range: $140600 - $181830 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: No Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.