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IT Operations Manager

  • R0007755
  • Corporate Office

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Job Description
The IT Operations Manager will be responsible for the overall IT operations environment and maintaining IT systems & networks to ensure IT systems are running reliably while providing maximum performance.

Primary Duties and Responsibilities

  • Manages all daily activities including monitoring, maintenance, tracking, reporting, and problem resolution for the IT Operations team.
  • Manage and ensure 24x7 incident response, Incident Post-Mortem/Root Cause Analysis activities.
  • When outages occur, ensures the team promptly responds to support and communicate the needs of the business users.
  • Ensures proper management, maintenance, provisioning and monitoring of all production environments.
  • Manages change initiatives in a systematic manner to ensure systems availability, performance and reliability.
  • Manages internal operations projects that may require cross-department resources and coordination.
  • Undertakes system maintenance / backups and ensure the integrity of system security.
  • Provides customer service to all internal and external customers at all times.
  • Monitors the IT ticketing system to ensure timely correction of any incidents.
  • Analyzes activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future issues.
  • Defines key operational metrics, develop reporting and cadence, set targets and continuously improve. Present operational metrics to IT Leadership on a consistent basis.
  • Partners with Security team to enforce security policies and ensure security operational functions are completed in a timely manner.
  • Oversees timely handover of new services from delivery teams to Operations.
  • Prepares & manage IT Operations budget.
  • Oversees change implementations.
  • Leads daily standup meeting, collaborates on change control requests
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Additional duties and projects as requested by management


  • IT Service Management and IT Change Management processes as defined in the ITIL framework.
  • IT Infrastructure technologies, including servers, storage and network.
  • Asset Management / Inventory processes.
  • Enterprise-wide Patching methodologies.
  • Server & Network deployment strategies.
  • Knowledge of ChenMed medical products, services, standards, policies and procedures.
  • Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
  • Ability to pay close attention to detail and to ensure accuracy of data.
  • Must be fluent in English.
  • This position requires 25% of travel nationwide.


  • Bachelor’s Degree in computer science, systems management or equivalent experience.
  • Two (2) to four (4) years of experience in the field or in a related area.
  • ITIL Certification(s) are a plus.
  • Skill in operating phones, personal computer, software and other IT systems.
Additional Job Description

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