Description

Do you have a:

HEAD FOR BUSINESS- understanding of how to lead efforts to match tech upgrades with business goals?

HEART FOR PEOPLE- ability to employ technical expertise and still get the best from your Team?

PASSION FOR RESULTS- capability of leading projects and related change initiatives through to completion?

We are looking for:

• A bachelor's degree; 10 plus years of IT siness knowledge; or equivalent experience
• 5 years of management experience a plus
• Business acumen

What is the work? (Other duties may be assigned as necessary)

System Disaster Recovery Responsibility

• Manages the design, implementation, and communication of disaster recovery plans and processes that ensure recoverability of all IS systems and data within established Recovery Time objectives in the event of a disaster situation.
• Drives continuous improvement and best practices as it relates to IT Disaster Recovery processes and procedures.
• Continuously monitor and report gaps and risks associated with disaster recovery readiness across the IS department.
• Monitor and ensure that recovery plans, procedures, and technical documentation are in place for all IS systems.
• Coordinate, schedule, and ensure completion of periodic DR tests.
• Develops and deploys training, documentation, and communication of disaster procedures and tools available to the organization.
• Analyze and review all new services being introduced to the environment to ensure proper DR tier alignment based on established models set by senior IS leaders.
• Creates and distributes a period Disaster Recovery Readiness Report for IS leaders across Operations and Solutions Delivery.

Vendor Management Responsibility (Level II Application Support 3rd Party Engagement)

• Builds relationships with the core vendor management team and conducts weekly staff meetings.
• Manages contractual agreements between HEB and 3rd party support vendor to ensure adequate support levels are in place to meet company KTLO goals and budget constraints.
• Builds relationships with HEB IS line of business leaders to ensure all support objectives align with established vendor rules of engagement and targeted KTLO goals.
• Takes the lead on day-to-day operations and performance of Level II Application Support teams for all IS-Lines of Business.
• Must be a good Problem Solver responsible for troubleshooting all vendor problems to ensure there is continued service provided per the contractual agreement.
• Serves as primary contact for IS leaders and vendors working in support of assigned system.
• Understands and ensures support teams adherence to IS-KTLO processes and targeted goals.
• Participant in weekly and monthly vendor / HEB leader KTLO review meetings.
• Play the key coordination role between HEB and vendor for all system production changes that require a service availability health-check.
• Partner with 3rd party vendor to create and distribute the period KTLO Production Support Performance report.
• Conduct periodic reviews of time buckets being charged for KTLO and Non-KTLO activities by vendor to assess overall FTE utilization bandwidth.

Situation Management Responsibility

• Participate as an incident escalation manager on a rotational basis and join the Situation Management Response Team.
• Must be willing to handle 24x7 On-Duty responsibility during a scheduled Situation Manager rotation which rotates on a weekly basis between established response team.
• Manage, document, and take the lead on incident recovery conference bridges with a focus on restoring service of an application or infrastructure component.
• Participant in a weekly Situation Manager lessons learned and on-duty transition meeting.

Management:

• Sets goals for team Partners; provides frequent feedback regarding performance, performance improvements, and achievement of goals
• Writes / delivers mid-year, annual performance reviews
• Follows corporate performance improvement processes
• Reviews candidate pools, participates in / selects candidates for interviews, and makes hiring decisions for assigned team

Preferred Education and Experience

• Bachelors degree in computer science, information systems, business administration, or related field; or comparable work experience
• 10+ years of IT and business work experience with a broad range of exposure to various technical environments and business segments
• 5+ years of management experience

Preferred Key Competencies

• Experience managing the full technology stack needed to deliver IT services such as infrastructure, databases, and custom and COTS applications
• Experience working with technical resources and customers, strategic thinking, knowledgeable in business practices/operations
• Leadership, problem-solving, and decision-making skills
• Ability to work complex issues with senior management, using excellent influencing skills
• Ability to understand business units- drivers for success, and their processes / approaches to business models
• Strong business acumen; creativity

Physical and Other Requirements

• Function in a fast-paced, retail, office environment
• Travel by car or airplane with overnight stays
• Sit for an extended period of time
• Work extended hours