Apply on Employer Site

BITCO Insurance Companies · 3 weeks ago

Manager, IT Operations

Davenport, IA

Full-time

Hybrid

Director/Executive

10+ years exp

BITCO Corporation is currently seeking a Manager, IT Operations to join our IT Operations team. This role is responsible for overseeing BITCO's Service Desk, Mainframe Administration, and Production Control policies and processes, combining hands-on technical activities with leadership responsibilities.

Insurance

Responsibilities

Directs and supervises the work of Computer Operator Mainframe Support, Service Technicians, and vendors/partners specific to these areas, including the quality, quantity and timeliness of work to meet departmental and organizational goals and objectives

Manages the day-to-day work assignments of these teams, completion/updating of tickets, work distribution/balancing, and implements QA processes to ensure customer satisfaction

Focuses on the reporting of efficiency and effectiveness of Service Desk operations

Oversees the ticketing system to ensure issues are triaged, assigned, and resolved in a timely and accurate manner across the department

Serves as the point-of-escalation for aging, complex, high-priority, or recurring technical issues that cannot be resolved by the front-line team members

Prepare reports and maintain detailed metrics across the organization to ensure we are responsive to the business and IT Leadership has visibility to reported issues in their areas

Establishes and maintains service desk policy and processes such as incident management, problem management, change management, and production control management based on ITIL framework

Defines, tracks, and analyses key performance indicators/metrics such as first call resolution rate, aging, MTTR, SLA adherence, ticket volume by category, escalation rate, trend analysis, and customer satisfaction (CSAT) score including reports to demonstrate performance and identify trends across all of IT

Facilitate quarterly service desk reviews with HO functional leaders and virtually with Regional Office leaders to understand needs of their teams

Ensure the Service desk maintains a comprehensive and up-to-date knowledge base, troubleshooting guides, procedures, and solutions to common issues

Analyze trends in tickets to identify recurring issues and recommending long term improvements to IT portfolio serving the business

Collaborate across the company to ensure smooth IT onboarding and offboarding processes for employees within the organization; this includes ensuring auditable processes are complete, appropriate accounts and permissions are provisioned, workstations setup, and initial training complete, ensuring exiting employee processes are efficiently completed, user accounts deactivated, and collection of all company owned IT assets

Directly manage a team of computer operators, to include shift management, nightly job processing, production application monitoring, and initial response to mainframe production issues

Implement an effective production monitoring environment and issue escalation processes through runbook documentation

Communicate and coordinate across organization to implement an effective and auditable change management and production control/major problem review (MPR) process governing all production issues

Plan, communicate, and coordinate routine maintenance activities, such as system IPLS, software patching, hardware upgrades, etc

Supervise the execution and monitoring of production batch jobs insuring scheduled jobs run on-time, and utilize automation tools where possible. This includes all production issue responses and restart procedures to minimize business impact

Serve as a BITCO IT Management liaison with a number of vendors/partners we use across the Service Desk and Mainframe administration to ensure system availability and accessibility. Perform quarterly business reviews to ensure SLAs are contractually fulfilled

Manage, partner, and work to ensure our IT environments, processes, and policies meet all regulatory and internal compliance standards (SOX, PCI, GITC, SDLC). Serve as a point-of-contact during internal and external audits

Manage the consistent review, updating, and testing of our disaster recovery plan across IT to ensure the organization can quickly recover from a number of business impacting events

Maintain up-to-date documentation of all operational procedures, system configurations, and incident resolution protocols

Take an active role in BITCO's modernization journey to ensure the integrity, inventory, documentation, and management of our mainframe applications, reports, jobs, and data as it relates to migration and decommissioning

Consistently and constantly demonstrate experience, without management oversight, in project management, executive communication, management by metrics, customer service, and personnel management

As a management representative, consistently acts in the best interest of BITCO and provides leadership and communication to actively promote BITCO's mission, values, and culture

Performs other duties as assigned

Qualification

IT operations managementMainframe administrationService Desk managementITIL frameworkIT security complianceProject managementCommunicationInterpersonal skillsPresentation skills

Required

Bachelor's degree in computer science, related field, or equivalent experience required

At least 10+ years' experience in IT operations required, prior experience leading technical team members

Minimum 5+ years' experience managing IT employees across multiple disciplines

Proficient and experience with the following: Company IT and HR policies, Various IT security-related regulatory requirements, IT security logging and monitoring strategies, Deployment and use of sophisticated IT security monitoring tools

Ability to identify risks, risk mitigation opportunities, and resistance, welcome constructive conflict, and build solutions

Excellent communication, interpersonal, and presentation skills; ability to work effectively with all levels of the organization

Proven ability to appropriately handle sensitive data and maintain confidentiality

Company

BITCO Insurance Companies

Provides quality insurance services to special industries including construction, forest products and oil & gas. It is a sub-organization of Old Republic International Corporation.

Founded in 1917

Rock Island, Illinois, USA

201-500 employees