MANAGER, INFRASTRUCTURE OPERATIONS (REMOTE)

Location: OaklandFull Time
Job ID: 43672
Job Posting

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UC OFFICE OF THE PRESIDENT

At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

DEPARTMENT OVERVIEW

As a security first organization, Technology Delivery Services (TDS) is part of the Information Technology (IT) Department. The TDS teams include Information Security, Planning (architecture and PMO), Application Development, HR & Payroll Development, Infrastructure, and Client Services teams. We maintain an innovative, inclusive, and supportive work environment.

POSITION SUMMARY

As a member of the Infrastructure Services management team, the incumbent has primary responsibility in helping to establish the strategic direction, objectives, and work plans of the overall team. The incumbent helps manage and delegates assignments to technical team staff in the areas of on-prem and cloud hosting, and middleware services. The Manager of Infrastructure Operations oversees the work of the team, providing mentorship, guidance, and performance assessment; and fosters an inclusive work environment. The incumbent is involved in developing, modifying, and executing policies and processes that affect campus, medical center and/or Office of the President operations. The incumbent is also responsible for building, managing, preparing, administering, and directing resources which include a team of system administrators.

The ideal candidate will provide an overall vision and strategy for all the major technical components of services as well as monitor, recommend and initiate changes in the functions covered by the team. The Manager of Infrastructure Operations receives assignments in the form of objectives/requirements and works with team and business partners to determine the design and meet schedules and goals while assuring processes and policies are established.

In addition to collaborating with core team members, stakeholders, subject matter experts, and technical counterparts, the incumbent manages the daily operational workload of the staff and mentor those less experienced with team functions. The successful candidate will define tasks, make assignments, and ensure delivery of tasks. The Infrastructure Operations Manager will ensure the team adheres to all security first standards, division processes, and UCOP policies.

Responsibilities

40%

Establishes hosting and middleware standards and policies: - Works with team to document procedures, implement standards, maintain security/compliance requirements, and align with industry best practices for all functions of responsibility. Develops proposals to improve or streamline processes and procedures, in conjunction with industry best practices. Serves as subject matter expert on hosting and middleware operational practices for all of UCOP. Ensures comprehensive and timely delivery of all patching, upgrades, and security improvements. Maintains all equipment/services are on latest version and fully supported (including security patches) or escalates roadblock for items out of compliance. Generates awareness of product roadmap and major initiatives related to functions of responsibility. Ensures adequate capacity management and product life cycles for key components. Establishes thorough documentation, team preparation, and technical standards for prevention of ransomware attacks. Runs annual ransomware exercise scenario to vet procedures and make continuous improvements.

30%

Supervises, leads, and develops staff which include System Administrators and Programmer Analysts. Develops staffing plans, including hiring and management, and evaluates performance of staff as well as consultants and contractors. Manages a team in accordance with UC policies and procedures, ensuring appropriate and periodic performance assessments, motivating employees, and encouraging professional development. Fosters an innovative, inclusive, and supportive work environment. Create detailed work plans and assignments to all team members. Monitors team resources and tasks to ensure timely completion of assignments and overall quality of work. Creates a strong culture of teamwork to ensure the quality of daily operations, effective interdepartmental collaborations, and the timely achievement of objectives. Develops and monitors service cost estimates and budgets. Helps to develop the strategic and operational goals for the team. Ensures management plans are in place for the team to follow and achieve said goals. Responsible for the implementation of operational plans to ensure that departmental priorities and goals are met. Erroneous decisions or poor planning to achieve team goals may result in additional costs and personnel, serious delays in overall schedules and risks in production environments.

20%

Leads the team to develop operational support processes and procedures, supporting tools, KPIs and reports. Develop, implement, and maintain a method of tracking performance (qualitative and quantitative) metrics processes and process improvements to ensure high customer satisfaction and value. Makes recommendations and implements decisions in functional areas. Reviews and approves recommendations for service modifications, continuous process improvements and processes refinements. Maintains operational excellence as evaluated by customers.

10%

Provides regular communications and status reports to peer teams, managers, and senior management. Delivers meaningful metrics and reporting to staff and executive audiences. Escalates potential risks and ensure senior management participation in initiatives when needed.


Required Qualifications

• At least 10 years of relevant work experience
• Demonstrated skill in managing technical, functional, and vendor staff
• Proven experience in managing matrixed teams, developing metrics and process improvement to support continuous improvement (requires ability to gather, organize, and analyze data in the completion of assignments). Includes broad knowledge of applications IT theories, programming function, organizational effectiveness
• Ability to assist in prioritization of work efforts for all projects and operation work
• Develops and monitors operational processes, human resources and staffing plans, and establishes and recommends changes to policies which affect the department
• Critical thinking, persuasion / negotiation, conflict resolution, mentoring and staff development, leadership / management, problem solving, human resources policies and procedures relating to management responsibilities
• Proven ability to work creatively and analytically in a problem-solving, sometimes ambiguous environment. Ability to collaborate with all levels in the organization and coordinate issue resolution with team members and/or business partners
• Thorough knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software
• Sufficient knowledge of methodologies sufficient for strategic planning, technology assessment and direction setting
• Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication
• Demonstrated knowledge and experience in managing a highly technical hosting and middleware operations team
• Ability to develop and implement strategic plans and provide, technology assessment and direction for the team
• Proven ability in implementing continuous improvement plans to increase efficiency, quality, reduce risk and achieve cost savings
• Requires knowledge of policies and procedures and ability to determine a course of action based on these guidelines
• Ability to understand the processes involved to adapt, integrate and modify existing programs or vendor-supplied products for use within a large and complex technical environment
• Excellent organizational skills including the ability to manage asset inventory and establish lifecycle management roadmap for functions of responsibility
• Maintain operational excellence meeting or exceeding all established SLAs
• Demonstrated experience creating a diverse team and cultivating a supportive and inclusive work environment

Education

• Bachelor's degree in computer science, information management or a related field; or an equivalent combination of education and experience.

SALARY AND BENEFITS

Salary: $155,000 - $172,000 annually commensurate with skills/experience.

Benefits include 18 days/year of paid vacation, 12 sick days, 17 Observed Holidays and a generous retirement plan. For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

ADDITIONAL INFORMATION

Applicants who wish to work remotely from within the United States will be considered.
We are unable to sponsor Visas or Green Cards for this position at this time

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is (10/25/2022). The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy

EEO STATEMENT

The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC Nondiscrimination Policy

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To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucop/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=19&JobOpeningId=43672&PostingSeq=1jeid-9acb4fce9bb9ff4ab2d394c0abee5c45