American Water Hiring for Sr. IT Operations Manager Job at Naperville, IL Full Time

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 6,400 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to more than 14 million people in 24 states. American Water provides safe, clean, affordable and reliable water services to our customers to make sure we keep their lives flowing.

Our teams are committed to customer service, operational excellence and delivering high-quality, reliable drinking water and other water-related management services.

Our primary business involves the ownership of water and wastewater utilities that provide water and wastewater services to residential, commercial and industrial customers, treating and delivering more than 1 billion gallons of water per day.

Primary Role: As a Senior IT Operations Manager, you will be part of the IT Infrastructure and Operations organization within a rapidly growing business. This is an excellent opportunity to influence all aspects of IT operations as we separate into our own stand-alone IT organization due to the Divesture.

Key Accountabilities:

• Deploy, maintain, and troubleshoot core business applications, including application servers, associated hardware, endpoints, and databases within a cloud infrastructure.
• Ensure Stability, Reliability and Uptime for all IT systems
• Build, Mentor and Grow a strong IT Operations team
• Manage smooth operations of IT help desk, Service desk, On-call support, Problem, and Incident management. Support users across HOS organization.
• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms.
• Ensure smooth operations of HOS call center from technology perspective
• Work with vendors to maintain systems via patching, upgrades, etc and to troubleshoot system issue and hold vendor accountable to SLAs.
• Provide regular operational metrics and manage with continuous improvement with appropriate measurements, KIP’s and metrics.
• Closely work with 3rd party vendors and managed service providers
• Ensure compliance of IT operations and separation of roles and responsibilities.
• Provide automation of routine tasks to improve efficiency.
• Provide documentation of all processes and training as needed

Education: Bachelor’s degree in Computer Science, Mathematics, a related technical field, or equivalent practical experience.

Skills:

• Good understanding of cloud infrastructures and ability to work within it to support the systems.
• Strong experience working directly in ITSM areas
• Good understanding of Call Center Operations.
• Good understanding of batch automation programming
• Strong computer, hardware, software, and analytical skills
• Strong understanding and knowledge of the principles and practices associated with database maintenance and administration
• Experience installing, configuring, documenting, testing, training, and implementing new applications and systems
• Working knowledge of a wide variety of programming languages
• Excellent analytical skills
• Previous experience in the Verint Workforce Optimization platform a plus

Knowledge: Extensive knowledge maintaining operations in a Cloud Infrastructure.

Experience:

• 15+ years of experience in IT with 7+ years managing IT Operations
• 5+ years of experience managing team of over 10 people

Certifications & Licenses:
AWS Certifications a plus ITSM Certification is a plus

Cloud Operations certification is a plus

Work Environment: 3-Office, 2-Remote

Travel Requirements: 25% and as needed