IT Operations Center Manager

Sidley Austin Llp - Chicago, IL

Full-time

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The IT Operations Center (ITOC) Manager is responsible for overseeing the monitoring and management of technology services to ensure availability and performance across various business functions. This role involves real-time incident management, coordination of responses to service conditions, and effective communication during incidents. The ITOC Manager leads a team to maintain continuous operations and collaborates with IT teams to optimize incident management processes.

Responsibilities

• Manage a team of ITOC engineers/Major Incident Managers to coordinate incident response and resolution.
• Lead High and Critical Major Incident Bridge calls and act as a single point of contact for IT and business stakeholders.
• Ensure timely and accurate incident communications according to defined standards.
• Oversee the Major Incident Management process, policies, and procedures.
• Coordinate operational support activities to prevent outages and ensure early escalation.
• On-board new applications and services into the ITOC.
• Provide training and support on ITOC processes and best practices across IT teams.
• Partner with application and infrastructure owners to improve monitoring and observability.
• Conduct yearly training exercises/mock bridge calls within ITOC and across teams.
• Define key performance indicators (KPIs) for the ITOC and establish metrics for performance analysis.

Requirements

• Bachelor's degree or equivalent work experience.
• Minimum 5 years NOC/Command Center and/or IT Operations experience.
• Minimum 5 years of experience in Major Incident Management capacity.
• Minimum 10 years of experience in ITIL-based operations organizations.
• Demonstrated ability to collaborate with solution owners to establish functional playbooks.
• Ability to troubleshoot and resolve issues on multiple hardware and software platforms.
• Knowledge of ITSM tools such as ServiceNow, Remedy, or Jira.
• Knowledge of incident communication tools such as Crisis Connect, PagerDuty, or OpsGenie.
• Knowledge of monitoring tools such as Splunk, SolarWinds, or AppDynamics.

Nice-to-haves

• Strong sense of ownership
• Ability to work under pressure
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem-solving skills

Benefits

• Equal Opportunity Employer