Manager, Information Technology (IT) Operations

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Regular Full-Time Officer Manager/Sup Honolulu, HI, US

7 days ago Requisition

Salary Range: $ To $ Annually

Oversee daily technology operations, production environments, and service delivery frameworks. Responsible for the maintenance, optimization, and security operations of HDS’s IT infrastructure and systems. Lead a team of system administrators, support specialists, and matrixed resources to ensure the reliability, availability, stability, performance, security, and maintenance of all internal systems, networks, and software applications.

Work with other ITSD teams to support:

• System Administration
  - Manage technical and operational aspects of maintaining HDS infrastructure and systems, databases, applications, and integrations which support HDS’s business.
• Security Operations
  - Work with ITS cybersecurity Analyst to implement and manage cybersecurity operations.
• Change Management
  - Manage changes to production with ITSD and vendors. Work with IS Department to promote applications to the production environment.

• Management and Supervision
  - Manages, plans, organizes, trains, motivates and evaluates staff; including making hiring and termination decisions, assigning work, developing growth opportunities, conducting performance evaluations and taking corrective action. Communicates and assures that employees have a clear understanding of performance expectations and responsibilities.
  • Network Operations Analysts and Security Operations Analyst.
• Departmental Goals
  - Effectively communicates to staff and monitors the stretch goals/performance measures and standards for the department in alignment with company-wide objectives/goals.
• Policies / Procedures Manual
  - Assists with the development and maintenance of departmental procedural manuals.
• Effectiveness / Efficiencies
  - Ensures effective work processes and systems maximize operating efficiencies and increase the value of services provided in alignment with company goals and objectives.
  • Infrastructure & System Administration
    • System Availability:
      Ensure 24/7 availability, performance, and security of core technology infrastructure, including servers, networks, cloud environments, and communications systems.
    • Proactive Monitoring:
      Establish, improve, and oversee system monitoring and alerting frameworks to detect and resolve anomalies before they impact business operations. Monitor security alerts and escalation to cybersecurity teams.
    • Maintenance & Lifecycle:
      Oversee the deployment, configuration, and maintenance of all hardware, software, and network infrastructure (on-premises and cloud-based). Plan and execute routine hardware and software upgrades, patch management, and equipment lifecycle replacements with minimal disruption to business operations.
  • Service Delivery
    • Help Desk Oversight:
      Establish and maintain ITSD service desk workflows, ensuring user requests and technical incidents are resolved efficiently within defined Service Level Agreements (SLAs). Act as major incident manager during critical outages, coordinating swift resolutions and conducting post incident root-cause analyses (RCAs).
    • Change & Service Management:
      Oversee IT change and service management processes (incident, problem, change, and configuration management) for HDS’s environments to ensure high availability and minimal downtime. Lead Change Advisory Board (CAB) and govern change management lifecycle to minimize risk and disruption to production environments.
    • Disaster Recovery:
      Participate in development, maintenance, and testing of Business Continuity (BC) and Disaster Recovery (DR) plans to minimize downtime during unexpected disruptions.
    • Operations Policies:
      Review, develop, implement, and enforce IT operations policies, standards, and procedures. Establish, monitor, and report on key performance indicators (KPIs) and SLAs for internal IT support.
    • Documentation:
      Create and maintain comprehensive documentation for network configurations,…