The IT Operations Data Center Supervisor is responsible for all Data Center Operations, which includes supervising multiple shifts of employees, network monitoring, and scheduling and supporting nightly batch cycles. The Supervisor is responsible for 24 x 7 support of the mission critical applications including coordination of Data Center facilities and hardware maintenance with the Support Service staff, IT Managers, and vendors.
Supports the strategic mission of the IT function as it relates to goals for the organization.
Manage the team’s day-to-day operations for the three shifts supporting the monitoring, scheduling, and running our daily and nightly batch cycles.
Work with the team to assure the daily Service Level Objectives (SLO) are met and set expectations to achieve the SLO’s.
When issues arise that risk meeting our SLO’s, assure escalation is in progress, working with other support groups when needed.
When we do not meet the SLO’s due to problems, oversee and work with operations and support groups to expedite system availability when possible.
Supervise the activities of the IT Scheduler Analysts, providing direction when needed.
Oversee each business day and debrief with staff to discuss any issues from the previous day’s batch cycle work. Work with the other support groups to procure solutions and improve efficiency and effectiveness of the assigned operations.
Manage the team’s Production Control for all applications promoted to production to assure they are adhering to change control procedures.
Oversee the off-site rotation of our Disaster Recovery Tapes for the Mainframe and all KFB department asset boxes inventory.
Manage and interact when needed with all Data file Transfers with Vendors.
Develop and continually improve performance productivity and quality standards for positions within IT Operations.
Helps maintain vendor relationships and contact list to support the needs for the Data Center facilities.
Provides exceptional customer service by understanding and anticipating customer needs.
Contributes to the annual IT budget process and operates within that budget regarding the expenses for production supplies, preventive maintenance, operating supplies, and Data Center maintenance.
Review and approve monthly IT invoices when requested to ensure they are processed accurately.
Participate in the planning and execution of the annual Corporate Disaster Recovery Test.
In conjunction with the Technical Support Manager, perform various personnel administration duties including but not limited to hiring, disciplinary actions and conducting performance appraisal reviews.
Serves as subject matter expert for Data Center Operations functions and responsibilities.
Meet with other department supervisors and managers to solve inter-departmental production issues.
Develop and provide training for staff.
Responsible for implementing and monitoring new procedures and automated systems.
Regular, predictable attendance as employee must physically be in the office.
This list of essential functions in non-exhaustive and may be supplemented as necessary.
Effectively build a network of contacts at all levels of the organization to maintain connectivity to the business and the responsibilities and functions of each department.
Manage relationships in ways that promote service and support the organization.
Serve as a role model and leader to those in IT and throughout the organization.
Provides clear, concise information to others in verbal, written, and electronic forms of communication.
Applies the guiding principles in daily work, decision making and management.
Demonstrates a positive and supportive attitude of company and department goals.
Provide regular feedback to Technical Support Manager of department status and changes which affect productivity within the area.
Prepare reports as needed to keep leadership aware of IT Operations activities or needs for improvement. Makes recommendations for new and additional equipment needs.
Lead the team by maximizing each person’s ability to make a positive impact.
Cross train personnel to ensure continuity of production during vacations, and absences.
Represent company at outside business functions and attend educational seminars as needed.
Physical demands: Normal vision/hearing (with or without correction); Mobility.
Mental demands: Ability to work under pressure; Prolonged concentration; Problem solving.
Environmental factors: Standard office lighting, temperature, and noise.
Equipment: Desktop computer, printer, and scanner.
Bachelor’s degree preferred, or equivalent education and experience.
Minimum 3 years’ experience in Information Technology experienced required. (5 years or more preferred.)
Experience with Microsoft Word and Excel applications required.
Knowledge of the concepts, practices, and procedures of IT Operations.
General knowledge of Property and Casualty Insurance preferred.
Excellent communication skills, both written and verbal.
Demonstrate positive leadership and coaching abilities.
Demonstrate ability to comprehend new concepts and procedures quickly.
Strong organization and decision-making skills.
Goal oriented and self-motivated.