Computer Operations and PMO Manager

Electronic Consulting Services - Memphis, TN

Full-time - Mid Level

Memphis, TN

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

ECS is seeking a Computer Operations and PMO Manager to work in our Memphis, TN/hybrid office. This position is responsible for the management and continuous improvement of the Computer Operations and Project Management Office (PMO) teams that support end users and application development projects. The role involves performing activities associated with the implementation, integration, and support of computer systems in a 24x7x365 operations environment. The successful candidate will oversee the day-to-day operations of Tier 1 and Tier 2 support groups, ensuring that all systems are monitored effectively and that any issues are addressed promptly. In this role, the manager will perform direct duties of the PMO team, which includes establishing and monitoring schedules, identifying resource needs, and assigning individual responsibilities. The manager will also be responsible for identifying, analyzing, and tracking risks associated with projects, generating statistical and department performance reports for management review, and capturing and reporting monthly program metrics. Effective communication is key, as the manager will need to communicate statuses and escalate concerns when necessary, while managing communications with stakeholders at all levels of the organization. Additionally, the manager will document Standard Operating Procedures (SOPs) by updating existing ones or creating new SOPs as needed. It is crucial to ensure proper recording and closure of all issues, utilizing the ITIL framework and Change Management System to maintain operational integrity and efficiency.

Responsibilities

• Manages the day-to-day operations for Tier 1, Tier 2 support groups.
• Manages and oversees system monitoring activities (Mainframe/Distributed processing).
• Performs direct duties of Project Management Office (PMO) team.
• Establishes and monitors schedules, identifies resource needs, and assigns individual responsibilities.
• Identifies, analyzes, and tracks risks.
• Generates statistical and department performance reports for management review.
• Captures and reports monthly program metrics.
• Communicates statuses and escalates concerns when needed.
• Manages communications with stakeholders at all levels of the organization.
• Documents Standard Operating Procedures by updating existing or creating new SOPs.
• Ensures proper recording and closure of all issues, using the ITIL framework and Change Management System.

Requirements

• Ability to work in a 24/7 environment.
• 7+ years of experience leading customer facing teams with operational responsibilities.
• College degree or equivalent experience.
• Experience in managing customer requirements and small teams.
• Ability to support applications with technical products.
• Strong written and oral communication skills.
• Strong relationship management skills.
• Strong planning, organizational and process development skills.
• Technically competent with various software programs - MS Office Suite, MS Teams.
• Works independently and collaboratively with minimal supervision.
• Prior experience in a technology-focused company with national level experience preferred.
• Familiarity with security best practices, data privacy regulations, and compliance requirements.

Nice-to-haves

• Problem analysis and response for Control-M online systems and job streams.
• Problem tracking and incident reporting using Service Now or other tracking tools.
• Knowledge of JES, MVS, JCL, z/OS SYSPLEX, BMC job scheduler highly preferred.
• Knowledge of ITIL process and Industry best practices.
• Knowledge of Cloud Computing Security controls.
• Knowledge of National Institute of Standards and Technology (NIST) standards.
• Knowledge of TSLC (Technology Solution Life Cycle) methodology.
• Knowledge of Service and Operation Level Agreements.
• Knowledge of Agile project management.

Benefits

• Equal opportunity employer
• Affirmative action for minorities, women, disabled persons, and veterans