The Director of IT Operations leads a team in support of a broad range of IT Infrastructure, Applications, Client Endpoint Devices, Telecommunications, and Local Field Services and Support. This role works closely with the Service Portfolio Manager, Service Design Manager, Project Management Office, and Security Team to ensure systems are secure, reliable, and efficient. The technology portfolio supported by the team includes Microsoft/AIX/Linux Server products, SQL Server, Active Directory, Azure, IBM/EMC Storage, VMware, Citrix XenApp and XenDeskop, Microsoft Endpoint Manager (SCCM/Intune), Catalyst Switches, ASR routers, ASA firewalls, Wireless LAN Controllers, VPN Concentrators, AnyConnect, Cisco ISE, OpenDNS, Enterprise class Avaya phone systems consisting of Communication Manager (CM) v7.0, Avaya Aura Messaging (AAM) v7.0, Avaya Session Border Controller (SBC), Avaya System/Session Manager v7.0, Avaya AES v7.0, TASKE Call Center Metrics system Digital, Analog and VOIP desk phones, Avaya one-X Communicator and Avaya one-X Agent softphones in a 24x7 healthcare setting.

Work Schedule:

• Management Activities: Develop and maintain support processes specific to daily workflow of the team leads and managers and audit team/processes for continual service improvement; Manage resources allocation activities of team across service operations; Follow AHC Standard Management Approach and brief senior management on performance metrics; Leverage process improvement methodologies (DMAIC and Lean Six Sigma); Perform all required AHC admin responsibilities for direct reports including mentoring, performance reviews, and career development
• Operational Support: Lead department in execution of service operational tasks and analyze, determine, and implement efficiencies in these areas to include but not limited to fulfilling support requests, resolving incidents, providing access, evaluating events, and managing problems; Ensure operational service levels achieve desired results; Help identify and quantify the impact of operational and technology decisions; Maintain a comprehensive understanding of the technology portfolio and operational support requirements; serve as Key contact to other IT resource teams for operational issues; Ability to take a flexible work schedule and be on call after hours (as part of a Leadership Team rotation schedule)
• Implementation and Transition: Follow PMBOK principles, change/release management best practices, and effective communication for implementation and transition of infrastructure platform and application implementations
• Planning and Design: Work with the PMO, Operational Team Leads and Senior Leadership to ensure support standards, designs and implementations have a clear and effective transition strategy to operations; Follow PMBOK and ITIL principles to assist in the planning and design of new operational support procedures; Assist with requirements data gathering and analysis as needed; Assist with the review of technical reference architectures and determine impacts on operational support processes and staff, make recommendations on how to manage impact; Participate in efforts to identify, recommend, develop, implement and support cost-effective technology solutions for all aspects of the organization
• Strategy: Schedule, lead and or participate in reviewing vendor solutions to address workflow requirements across the portfolio; Provide expertise to identify and translate business workflow into operational support requirements

Tobacco Statement

Tobacco use is a well-recognized preventable cause of death in the United States and an important public health issue. In order to promote and maintain a healthy work environment, Adventist HealthCare will not hire applicants for employment who either state that they are nicotine users or who test positive for nicotine use.

Adventist HealthCare will withdraw offers of employment to applicants who test positive for Cotinine (nicotine). Those testing positive for cotinine are given the opportunity to re-apply in 90 days, if they can truthfully attest that they have not used any nicotine products in the past ninety (90) days and successfully pass follow-up testing.

Equal Employment Opportunity

Adventist HealthCare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.