Supervisor, IT Operations

POSITION SUMMARY

Reporting to the Head of Information Technology (IT), this position will be responsible to lead, plan, coordinate, and administer solutions focused on the delivery of IT infrastructure and cloud native business technologies. As a team member delivering technical services, this individual will partner with Business Applications team and Service Desk Lead. This role requires extensive knowledge in enterprise infrastructure services along with working knowledge of business systems commonly utilized in emerging Life Sciences organizations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage and supervise the delivery of IT infrastructure and technical operations
• Proactively manage and implement IT systems and infrastructure in support of organizational needs and technical challenges
• Monitoring the performance and security of IT systems and infrastructure, identifying, and addressing any issues or problems that arise
• Manage and execute the delivery of service in alignment to IT roadmap
• Stay hyper focused on the security and integrity of the organization's IT systems and data. Implement security solutions, cloud backup, identity management and monitoring/reporting solutions
• Create runbooks and knowledge articles in order to resolve frequently occurring issues.
• Act as an escalation point for the resolution of technical requests - ensuring both accuracy and timely closure of issues
• Provide exceptional service delivery to all customers, including executives, internal and external team members
• Coordinate IT Operations deliverables with internal IT members and external vendors
• Develop and maintain IT policies and procedures to ensure compliance with industry regulations and best practices in the areas of network/network security, disaster recovery, service monitoring, etc.
• Manage service outages and provide timely communication to business stakeholders.
• Ensure system governance is maintained
• Lead IT change control efforts within the organization
• Continually assess technologies, vendors, and services to ensure operational excellence
• Stay current in technology specific to technical operations, infrastructure monitoring, risk management, security, IT best practices, and regulatory requirements
• As stakeholder of IT infrastructure, ensure corporate SOP’s are followed with particular attention to systems under SOX and GxP controls
• Perform other responsibilities as assigned