IT Manager - Technical Operations

Tiffany & Co. is a global Manufacturing and Retail organization that operates in many time zones and is supported by a mixture of on premise and cloud-based infrastructure. The Technical Operations Manager will be accountable for day-to-day operations of infrastructure services including monitoring, alerting, patching, backup, asset management, configuration management, batch processing, and automation. Developing a team of operations engineers who are specialist in their respective disciplines as lead a portfolio of onsite and offshore service providers. This role will ensure business critical systems are always available and preforming to defined specifications.

Responsibilities:

Vendor Management

• Manage MSP's responsible for IT infrastructure acting as primary relationship owner who will drive partner accountability and performance.
• Supervise and report performance against contractual agreements. Build and supervise improvement plans where needed.
• Conduct regular vendor performance reviews maintaining critical metric/SLA scorecards.

Technical Operations

• Run and maintain on premise data center (Parsippany NJ) as well as cloud environments (Azure, China Azure, GCP, and AWS). 24/7 Global operation.
• Responsible for TOC /NOC supervising and alerting.
• Systems patching, Windows/Linux/AIX/AS400.
• Owner of backup planning and processes.
• Conduct yearly disaster recovery exercise.
• Level 3 Support and vendor escalations.
• Partners with Engineering Teams to build and maintain operational run books.
• Responsible for accuracy and completeness of CMDB.
• Ensure all production releases are ready for operation. Ensuring test plans are completed, supervising and alerting in place, runbooks are up to date, backup and recovery plan accounted for etc.

Continuous Improvement

• Partners with Engineering Teams to build and implement improvement pipelines. Reviews regularly with leadership tracking progress and impact.
• Evaluate opportunities to shift left.
• Identify and implement automation.
• Regularly evaluate processes and procedures with a critical lens, always striving to improve.
• Constant drive for efficiency.

Qualifications:

• Bachelor's degree in relevant field or equivalent experience
• 5 years+ in Operations Leadership
• 3 years+ leading cloud Azure/AWS/GCP
• 8 years+ running on/offshore Team
• Broad knowledge of IT Infrastructure (Windows Server/Linux/AIX/Cisco/Storage/VMWare/Hyperconverged/O365/Batch Processing/Datacenter/Cloud/Oracle/SQL Server)

Preferred:

• Ran Engineering Team's
• Led TOC/NOC
• ITIL Certified