Job Title: IT Reliability Manager
Location: Memphis, TN (Hybrid – 3 days onsite, 2 days remote)
Duration: Perm Full Time
Primarily responsible for establishing, documenting, implementing and sustaining a the full ITIL methodology and framework to include, but not limited to, Change Manager, IT Operations Manager, Incident Manager, Problem Manager, and Network Operations Center (NOC) Manager support. Authorize and approve all changes as they apply to the enterprise. Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes., Authority to implement or reject a change., Ensures that all the activities designed to implement the change are as per the standards change processes. Prepare Change Summary Sheet that summarizes all RFC’s. Design, publish and coordinate IT’s year end moratorium processes.
Accountable for IT enterprise monitoring tools, methodologies and system health alerting and reporting processes. Responsible for managing, maintaining, and optimizing operations in addition to overview system performance and recommend improvements where applicable. Review operating network, infrastructure, and systems functionality availability. Also, accountable to respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible. Handle any follow-up to prevent problematic behaviors. Follow-up with problem management of incidents that incur to prevent incidents from happening as well as minimizing the impact of incidents that can’t be prevented following the standard ITIL support nomenclature accordingly. Lastly, plan, organize, and manage staff and overall operations to ensure stability of enterprise infrastructure. Provides overall expertise with all network operations functions to ensure that the organization is made aware of anything that could impact service levels.
Accountable for implementing and applying a structured methodology and lead change management activities, with adoption of a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative enterprise wide. Accountable for the design, development, delivery, and management of communications as it relates to anytime issues impacting the enterprise production deliver of systems and their availability. In addition, but not limited to managing the team that support the design, development, delivery, and management of enterprise analysis of readiness and identifying key production issues. Total management of the overall enterprise system review maintenance, engineering and reliability valuation processes and activities to ensure maximum reliability and system preservation. Ensure key reliability risks for the organization are identified based on consequence of an event(s) and that proactive strategies are in place to mitigate the risk(s) and that (controls are in place to minimize the probability of event). Supports the Configuration manager in the development of CMDB policy, processes and knowledge base, Maintains Cis to ensure CMDB accuracy and completeness, Drives visibility on unauthorized CI changes or alterations to environment, Works with other ITSM processes to understand new requirements and identify how Configuration management can support
- Requires a Bachelor’s Degree in Computer Science, MIS, or related field and 5 – 8 years of experience.
- Thorough knowledge of, and experience in, change management principles and methodology, proficiency in business management, statistics, analytics, and spreadsheet software such as Excel.
- Exceptional ability to solve problems and think analytically, great organizational, project, and time management skills. In-depth knowledge of IT production support models and forecasting.
- Ability to influence others and achieve common goals, excellent communication skills and ability to build strong relationships.