Digital IT Operations Manager
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewOur IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
As the Digital IT Operations Manager, you will be responsible for all aspects of support for Motorola Solutions’s digital IT application landscape, which includes eCommerce, Content Management, Self-Service and Marketing applications. You will lead the processes for handling key problem and incident management including triaging and reporting on incidents and change requests. You will define and lead software release and deployment planning by working with IT operation teams to implement high quality services.
Scope of Responsibilities / Expectations
Responsible for the oversight of the digital operational activities that support the implementation and day to day 24x7 support of MSI’s digital application ecosystem to meet service level agreements for incidents and problems.
Manages the production support function including establishing procedures, monitoring, troubleshooting issues and escalations with vendors and internal teams.
Work with key stakeholders including business, development teams, operations and support teams, and vendors.
Identify operations industry best practices and solutions, and pursue continuous improvement opportunities.
Refine and drive support strategy to ensure availability of services and business continuity.
Work with application monitoring to analyze trends and anomalies, proactively identify issues and drive resolution.
Define and refine operations SLAs to maintain a high level of customer satisfaction
Ensure timely adherence of design transfer activities from development to support, and drive knowledge transfer to the respective teams
Drive initiatives for standardization, automation and self-service
Report site metrics on performance, application availability and incidents/problems to key stakeholders from IT and Business
Continually improve and optimize operational efficiency through process improvement and automation.
Accountable for development efforts to address defects and enhancements
5+ experience with ITSM processes and tools.
5+ years of operational experience in areas supporting ecommerce and digital marketing applications.
Experience managing global operations for large scale customer facing applications and defining and refining operational SLAs.
Experience leading operations at least one of a SaaS/Cloud based environment (AWS, GCP, or Azure)
Experience leading website & ecommerce application operations.
Knowledge of ITSM industry best practices and processes.
Practical experience with web application and performance monitoring tools, and defining monitoring strategies.
Ability to utilize quantitative inputs to identify trends and opportunities to steer change or improvements.
Experience defining and creating standard operating procedures.
Global B2B and B2C ecommerce technical operations experience preferred.
Adobe Experience Manager (AEM) and Oracle Commerce Cloud (OCC) experience is desired.
Experience managing change within ServiceNow and JIRA.
ITIL Certification preferred.
Strong communication and collaboration skills and the ability to form valuable partnerships and working relationships with support and development teams, as well as key business stakeholders and vendors.
Experience managing direct reports is preferred
Bachelor’s degree in Computer Science, Information Systems or MIS from an accredited university.
- 5+ years of related experience
Travel RequirementsUnder 10%
Referral Payment PlanYes
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.
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