Advantage Tech is looking for an IT Director or Systems Support for our Kansas City, MO client.
As the IT Director of Systems Support, you will bring thought leadership to the Command team, a highly visible function with top executives, that leads and influences teams across the organization including Legal, Public Relations, Security and Technology functions. You will also continue to strengthen the relationship with Site Reliability Engineering (SRE) collaborating on Incident Response activities and programs ensuring ICC is aware and aligned with SRE initiatives and influencing alignment with ICC’s initiatives. You will need to be able to react to incidents, manage stress and the unknown with ease. In addition, you will need to have a strong strategic focus on prevention, learning from each incident and partnering with teams across the company to implement solutions that will reduce, or eliminate, impact to our customers. This is a subset of the overall responsibilities which involves other multiple initiatives as assigned by IT leadership.
Job Responsibilities:
- Engage with peers to drive operational and execution excellence of the Corporate Incident Response.
- Drive consistent very high levels of internal/external customer satisfaction.
- Coach new and existing leaders to grow the leadership bench strength encouraging high employee engagement and focusing on employee development.
- Drive continuous improvements through timely effective After-Action Reviews.
- Become a Trusted Partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to assure company-wide alignment across the business.
- Assist IT steering group in successful implementation and operation enterprise monitoring of key business applications.
- Develop and improve instrumentation for monitoring and logging the health and availability of services.
- Proactively monitor systems, networks, and applications to provide input in improving systems' stability, security, efficiency, and scalability.
- Develop and maintain Monitoring and Logging Frameworks.
- Collaborates in developing, implementing, and administrating service plans (oversight of resolution and after-action reviews, service disruptions, and special events) and emergency service-related communication for internal and external stakeholders.
- Establish strategic views to improve their IT systems and enhance the efficiency levels through technology
Requirements:
- You have at least 10 years of management experience of technology teams.
- You have in-depth experience in Escalation Management and Incident Response in a high growth software/hardware technology organization.
- You have knowledge of Infrastructure provisioning and management.
- You have in-depth background in troubleshooting incidents within a production environment.
- You are a highly collaborative and diplomatic individual with curiousness, patience, openness, and honesty. And you are able to develop strong working relationships across matrixed teams.
- You are strong with an operational rigor and effective project management skills in order to lead cross-functional collaboration to achieve results.
- You have demonstrable experience leading, developing and coaching a 24x7 team. Experience with a global environment is highly preferred.
- You are a preemptive problem-solver, engaged both strategically and tactically.
- You have a complete focus on customer success with a consultative approach.
- You have a strong ownership attitude and a track record of taking responsibility for problems and pushing through to resolution.
