ITSM/DevOps Manager

$96,250 - $130,000/Yr

Dish - Englewood, CO

Full-time - Mid Level

Englewood, CO

Broadcasting and Content Providers

About the position

The ITSM/DevOps Manager at DISH is a pivotal role focused on enhancing the productivity of software release processes through automation. This position is responsible for leading a team that specializes in Change Management, Problem Management, DevOps, and Software Configuration Management. The primary goal is to establish a seamless Continuous Integration/Continuous Deployment (CI/CD) development process that supports DISH's software releases, ensuring they are executed smoothly in both test and production environments. This role is crucial in meeting business requirements from a release management perspective. In this role, the ITSM/DevOps Manager will create an environment that encourages customer self-service and automates routine service requests. The manager will also be tasked with fostering continuous service delivery optimization and improvement, developing self-auditing and compliance capabilities around IT Service Operations (ITSO) procedures, and implementing a strategic roadmap for excellence in ITSO services. The manager will oversee the adherence to Service Level Agreements (SLAs) and Operating Level Agreements (OLAs), ensuring that these are published and met by support teams. The position requires the development of performance measures and consistent reporting of metrics to the IT Services Leadership team. The ITSM/DevOps Manager will lead continual service improvement initiatives and engage regularly with stakeholders to review processes and tools, analyze trends, and report metrics. Additionally, the role involves providing direction and goal setting for strategy and operations, making tactical and strategic recommendations based on key performance measures, and mentoring service and process managers on ITSO concepts. The manager may also be responsible for on-call duties and responding to emergencies as needed. This includes building and setting up new development tools and infrastructure, understanding stakeholder needs, automating and improving development and release processes, testing code, ensuring cybersecurity, identifying technical problems, and collaborating with software developers to ensure adherence to established processes. The role also involves project planning, hiring and training employees, and crafting communications for leadership and the entire company.

Responsibilities

• Lead a team of professionals in Change, Problem, DevOps/Software Configuration Management, and ITSO Metrics.
• Create an environment that supports customer self-service and automation of routine service requests.
• Foster continuous service delivery optimization and improvement.
• Develop self-auditing and compliance capabilities around ITSO procedures.
• Develop and implement a strategy and roadmap for organizational excellence in ITSO services, procedures, and tools.
• Oversee the process to ensure SLAs and OLAs are published and met by support teams.
• Develop performance measures and consistently report metrics to IT Services Leadership team.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, and metrics reporting.
• Provide direction and goal setting on strategy and operations.
• Provide tactical and strategic recommendations based on ITSO key performance measures.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
• Establish and run Advisory Group reviews with stakeholders.
• Mentor service and process managers on ITSO concepts.
• May be responsible for on-call duties and response to emergencies on-site as needed.
• Build and set up new development tools and infrastructure.
• Understand the needs of stakeholders and convey this to developers.
• Work on ways to automate and improve development and release processes.
• Test and examine code written by others and analyze results.
• Ensure that systems are safe and secure against cybersecurity threats.
• Identify technical problems and develop software updates and ‘fixes'.
• Work with software developers and software engineers to ensure that development follows established processes and works as intended.
• Plan out projects and be involved in project management decisions.
• Hire and train employees to be successful.
• Craft communications possibly to leadership and the entire company.
• Other related duties as assigned.

Requirements

• BA/BS or MA/MS preferred plus 4-8 years of progressively related experience.
• Experience with code repository management, code merge and quality checks, continuous integration, and automated deployment & management using tools like Jenkins, SVN, Git, Team Foundations Server, Artifactory, ServiceNow or similar technologies.
• Experience managing a team of IT professionals.
• Proficient with code repository software such as GIT, Subversion, Azure DevOps Server, Artifactory.
• Working knowledge of databases and SQL including Oracle, MySQL, Microsoft SQL Server, Mongo, Postgres.
• Experience with deployment automation tools like Jenkins, GIT pipelines, Azure DevOps Pipeline.
• Experience designing Change Control processes in a large enterprise.
• Experience designing Problem Management processes in a large enterprise.
• Ability to present key metrics to senior management.
• Excellent communication skills.
• Ability to effectively deliver information at executive levels and the entire organization.

Nice-to-haves

• Experience with Webmethods, Batches, Java, Visual Studio, Putty, Google Gsuite.

Benefits

• Versatile health perks including flexible spending accounts and HSA.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Career opportunities.
• Flexible time away plan.