Senior Technical Operations Manager

*** this position and the team operate on live and on call shifts, participation and management of that is a key component of this role***

Position Summary:

The Senior Operations Manager will oversee the identification, response, and resolution of system disruptions or outages that impact the availability, performance, or security of AAMVA technology systems.

The Senior Operations Manager is responsible for operations related to technical and procedural issues for all AAMVA SaaS based systems and wide area network during normal operations and during system outages.

The Operations Manager oversees business continuity and disaster recovery within the department, and support of the IT Division

Essential Duties and Responsibilities:

Focus on optimizing personnel workflows to increase efficiency and reduce downtime thus enhancing the overall customer experience.

Focus on continuous improvement to maintain scalability and security.

Proactively identify gaps in monitoring and instrumentation and lead efforts in filling the gaps.

Build and manage the Operations Analyst and Engineer team to ensure professional development and technical training to achieve a cohesive team that possesses a high degree of technical skills.

Make use of Agile & DevOps Practices to Improve collaboration between development and operations teams.

Employ Runbooks and other tools to create clear processes for responding to incidents.

Update, develop and manage KPI's to manage and analyze performance of personnel and systems including the
Management of the Root Cause Analysis (RCA) process by conducting postmortems to identify and fix recurring issues.

Improve the Self-Service Knowledge Base with the goal of reducing support tickets by building out detailed FAQ's and documentation.

Direct Reports to this Position:

One (1) Operations Manager

Two (2) Operations Engineers

Qualifications:

• 10+ years working experience in a senior technical operations position within a SaaS based environment that operates high transaction volume and mission critical systems with high uptime and resiliency requirements
• 10+ years of direct personnel management of a technical Operations Team
• Prior direct experience troubleshooting and resolving complex SaaS systems and traditional and cloud-based networks

Formal Education:

Four-year degree in Information systems, or equivalent from an accredited college or university.

Knowledge, Skills and Abilities Required:

• Prior hands-on experience with software systems and infrastructure engineering.

• Highly knowledgeable in enterprise level Cloud technologies (Azure or AWS)
• Direct experience building out and training operations teams.
• Ability to establish and maintain effective working relationships at all levels, whether internal or external (jurisdictions and business partners), to meet established goals.
• Ability to organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
• Experience with JIRA ITSM is a plus.
• Extensive experience explaining complex technical and business issues, to technical and non-technical personnel, and internal and external customers.
• Ability to interpret, analyze and apply technical information to provide comprehensive solutions to complex problems.
• Excellent written and verbal communication skills.

Disclaimer Statement: The preceding job description has been written to reflect management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

AAMVA is an Equal Opportunity Employer-M/F/D/V