Senior Technical Operations Manager

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Position Summary

The Senior Operations Manager will oversee the identification, response, and resolution of system disruptions or outages that impact the availability, performance, or security of AAMVA technology systems.

The Senior Operations Manager is responsible for operations related to technical and procedural issues for all AAMVA SaaS based systems and wide area network during normal operations and during system outages.

The Operations Manager oversees business continuity and disaster recovery within the department, and support of the IT Division.

Essential Duties And Responsibilities

• Focus on optimizing personnel workflows to increase efficiency and reduce downtime thus enhancing the overall customer experience.
• Focus on continuous improvement to maintain scalability and security.
• Proactively identify gaps in monitoring and instrumentation and lead efforts in filling the gaps.
• Build and manage the Operations Analyst and Engineer team to ensure professional development and technical training to achieve a cohesive team that possesses a high degree of technical skills.
• Make use of Agile & DevOps Practices to Improve collaboration between development and operations teams.
• Employ Runbooks and other tools to create clear processes for responding to incidents.
• Update, develop and manage KPI's to manage and analyze performance of personnel and systems including the Management of the Root Cause Analysis (RCA) process by conducting postmortems to identify and fix recurring issues.
• Improve the Self-Service Knowledge Base with the goal of reducing support tickets by building out detailed FAQ's and documentation.

Direct Reports To This Position

One (1) Operations Manager

Two (2) Operations Engineers

Qualifications

Formal Education

Four-year degree in Information systems, or equivalent from an accredited college or university.

Knowledge, Skills And Abilities Required

Disclaimer Statement

The preceding job description has been written to reflect management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

AAMVA is an Equal Opportunity Employer—M / F / D / V

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