Operations Center Manager_

Arlington

**Operations Center Manager**

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**Please see Special Instructions for more details.**

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

**Posting Details**

Position Information

**Posting Number** S05520P

**Position Title** Operations Center Manager

**Department** OIT Service Management

**Location** Arlington

**Job Family** Information Technology

**Position Status** Full-time

**Work Hours** Standard

**Work Schedule**

Mon – Fri 8am – 5pm

+ Participates in on-call escalation for 24×7 continuous system availability.

+ May work off-hours to perform emergency and routine system maintenance.

**Open to** External and Internal

**Salary** Salary is commensurate based on qualifications and relevant experience.

**Duration** Funding expected to continue

**Pay Basis** Monthly

**Benefits Eligible** Yes

**Benefits at UTA**

We are proud to offer a comprehensive benefits package to all our employees at the University.

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

**ta.edu/hr/services/records/compensation-tools.php**

**University Information**

The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution. UTA ranks No. 4 nationally in Military Times’ annual “Best for Vets: Colleges” list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA’s $22.2 billion annual economic impact on Texas.

Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at ta.edu/administration/president/strategic-plan/rise100 . The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.

**Job Summary**

The Operations Center Manager is accountable for overseeing the strategic planning, implementation, maintenance, and support of the systems and infrastructure monitoring and observability team within the OIT Operations Center. Involves providing clear direction and leadership to ensure the efficient functioning of OIT managed systems and infrastructure.

The Manager will establish and enforce best practices, playbooks, and procedures to effectively identify, monitor, and address alerts and notifications for prompt resolution. Additionally, they will furnish OIT leadership with comprehensive dashboards and high-level performance metrics of the system. The Operations Center Manager is instrumental in upholding the stability, efficiency, and security of UTA systems and infrastructure.

**Essential Duties and Responsibilities**

+ **Operations Center Management and Leadership** :

+ Coordinate the use of technology-based tools to review and ensure efficient functioning of OIT managed systems and infrastructure.

+ Provide clear direction and leadership to operations center staff, including the production of comprehensive dashboards displaying high-level performance metrics.

+ Develop and maintain documented response and escalation strategies for system and infrastructure issues.

+ Manage and develop a diverse technical staff, fostering cohesion and teamwork to deliver growth and promote observability and monitoring.

+ **Strategic Planning and Alignment** :

+ Collaborate with stakeholders to develop system monitoring, alerting, and observability models.

+ Align system and infrastructure monitoring processes across the organization, documenting standards for organizational use.

+ Lead the tool selection process, evaluating existing and emerging technologies for service offerings.

+ Understand business and information technology management processes, ensuring alignment with organizational goals and standards.

+ **Metrics and Performance Monitoring** :

+ Provide guidance on developing metrics, KPIs, and reports to measure service health and status.

+ Produce relevant reports to monitor, report, and evaluate system and infrastructure performance statistics.

+ Assess and analyze complex system and infrastructure data, identifying opportunities for continual improvement.

+ **Communication and Relationship Building** :

+ Foster understanding of the system and infrastructure monitoring domain, facilitating decision-making with business users.

+ Cultivate positive working relationships with business units, identifying opportunities to improve engagement.

+ Document system and business outcomes with stakeholders to facilitate effective monitoring alignment.

+ Performs other duties assigned.

**Minimum Qualifications**

+ Bachelor’s degree in computer science, information systems, or a related field, or equivalent experience with at least six (6) years of experience in enterprise IT, cybersecurity, or a closely related field.

+ Minimum of two (2) years of experience in a team management role.

+ Demonstrated understanding of the seven layers of the OSI model.

+ Working knowledge and experience of security devices, including IPSec VPNs (Virtual Private Networks), TCP/IP, Routing, Switching, VRF, VLANS, and Bandwidth Utilization.

+ Familiarity with next-generation security system technologies and related network security devices.

+ Experience with network performance monitoring tools such as Zabbix or equivalent.

**Preferred Qualifications**

**Don’t meet every single qualification exactly** ? At our organization, we are dedicated to building an authentic workplace, so if you’re excited about this role and think your past experience may not align perfectly, we encourage you to apply anyway. You may be just the right candidate for this or other roles!

+ Basic industry certification such as CompTIA Security+, CompTIA Net+, CySA+, or GIAC.

+ Eight (8) or more years of experience in Networking, IT, or a related field.

+ Experience managing teams across multiple geographies.

+ Hands-on experience or experience managing teams that utilize SIEM (Security Information and Event Management) or monitoring systems.

+ Working knowledge and experience of cloud platforms such as AWS (Amazon Web Services), Azure, and Google Cloud.

+ Operational knowledge in one or more of the following technologies/vendors: ServiceNow, Juniper Mist, Juniper Security Director, Microsoft Defender Suite, and Zabbix. ITIL (Information Technology Infrastructure Library) Foundations certification.

+ Vendor security certifications including Microsoft, Juniper, Cisco, Palo Alto Networks, Fortinet, among others.

+ Advanced industry security certifications such as CISSP.

+ Experience in incident response and management, including handling critical incidents and coordination response efforts across teams.

**Knowledge, Skills and Abilities**

+ Ability to effectively communicate technical details to both technical and non-technical audiences.

+ Professional leadership skills and the ability to work effectively with business managers, IT technical and operations staff.

+ Excellent problem solving and decision-making abilities, particularly under pressure.

+ Ability to quickly assess complex situations and make sound decisions.

+ Ability to think critically and analytically to identify, analyze, and resolve complex problems and security-related issues within the organization’s IT environment.

+ Proficiency in employing a systematic approach to break down problems and develop effective solutions.

+ Demonstrated understanding of high-level policies, regulations, and industry best practices related to information security and the ability to apply them to daily responsibilities.

+ Proven ability to work proactively and independently, taking ownership of assigned tasks and projects related to security operations.

+ Ability to exercise sound judgment and make informed decisions based on available information and established security protocols.

+ Excellent verbal, written, and interpersonal communication skills, enabling clear and concise communication with various stakeholders including IT teams, management, and business personnel.

+ Proficiency in translating technical security concepts into understandable terms for non-technical audiences.

+ Proven track record of implementing and maintaining ITIL-based processes and procedures for incidents, requests, problems and change management.

+ Familiarity with DevOps principles and practices, including continuous integration/continuous deployment.

+ Proven ability to drive innovation and continuous improvement initiatives within the operations center, leveraging emerging technologies and best practices to enhance operational efficiency and effectiveness.

**Other Requirements**

+ All Information Technology staff – regardless of their unique position – are expected to perform their assigned duties in a manner consistent with professional standards, with full awareness of responsibilities toward managing personal and institutional data, with priority regard to delivering customer service, with an understanding of the 24/7 nature of IT and the responsibilities that creates for them as individuals, and in a constructive and effective collaboration with colleagues.

**Working Conditions**

+ Specific job requirements or physical location of positions allocated to this classification render the position security sensitive and subject to section 51.215 Texas education code provisions.

**Special Conditions for Eligibility**

**CBC Requirement**

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

**EEO Statement**

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

**ADA Accommodations**

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email **[email protected]** .

Posting Detail Information

**Number of Vacancies** 1

**Open Until Filled**

**Minimum Number of References Required** 3

**Maximum Number of References Accepted** 3

**Special Instructions to Applicants**

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

**Requirement Questions**

Required fields are indicated with an asterisk (*).

1. *What is the highest level of education attained?

2. GED

3. High School Diploma

4. Associate's Degree

5. Bachelor's Degree

6. Master's Degree

7. PhD or equivalent

8. *How many years of supervisory experience do you have?

9. None/less than 2 years

10. 3 to 4 years

11. 4 to 5 years

12. 6 or more years

13. *How proficient are you with generating advanced reports from service health monitoring tools?

14. Not Proficient

15. Somewhat Proficient

16. Proficient

17. Highly Proficient

18. *What level of experience do you have with monitoring & observability tools

19. Beginner

20. Intermediate

21. Advanced

22. Expert

23. *What certifications, if any, have you obtained?(Open Ended Question)

**Documents Needed To Apply**

**Required Documents**

1. Resume or CV

2. Cover/Interest Letter

**Optional Documents**