Applications Operations and Support Manager

State of North Carolina•Wake County, NC

31d•$88,187 - $140,000

About The Position

The NC State Bureau of Investigation (SBI) is seeking a highly qualified information technology professional who will be responsible for the availability, accessibility, support, and operational integrity of the SBI's portfolio of highly integrated, highly complex, mission critical criminal justice information systems, administrative applications, and associated applications technology platforms and components. This is a 24x7x365 operation supporting tens of thousands of SBI, criminal justice, and public users throughout NC and beyond with a primary focus on SBI's most critical system - the NC Criminal Information Network (DCIN). This critically important, high-profile position manages those members of the SBI IT Applications Team in the Applications Operations and Support Unit who are responsible for monitoring, operating, administering, supporting, and troubleshooting these systems to ensure they meet their objectives and provide the required level of service to their user communities. This position reports to the Applications Portfolio Manager, who is the manager of the overall Applications Team. The position provides a high level of responsibility and broad exposure to both business and technology matters and requires development of strong relationships with key business and technology stakeholders at multiple agencies, levels of government from local to federal, and information technology vendors, which can provide the successful applicant a wide array of options for career growth. The typical work activities for this position include the following:

Requirements

Bachelor's degree in Computer Science or an IT related field or other related technical degree from an appropriately accredited institution and five years progressive experience including at least two years of experience in programming and applications analysis or related work OR
Associate degree in Computer Science or an IT related field or other related technical degree from an appropriately accredited institution and six years progressive experience including at least two years of experience in programming and applications analysis or related work OR
An equivalent combination of education and experience.

Nice To Haves

Demonstrated knowledge and experience in operations and systems administration activities necessary to sustain the accessibility, availability, performance, and compliance of modern distributed information systems.
Demonstrated knowledge and experience in establishing and leading organizational processes and staff in applications operations or applications user support.
Demonstrated knowledge and experience in software tools that support applications monitoring, applications operations, or applications support.
Demonstrated knowledge and experience in analyzing and resolving operational problems in modern distributed information systems.
Demonstrated knowledge and experience in assessing efficiency and effectiveness of processes through quantitative and qualitative measures and defining and implementing improvements in those processes.

Responsibilities

Ensures all routine/scheduled and responsive processes and supporting tools necessary for user support and monitoring, sustaining, and restoring service level and policy compliance for the Applications Team's portfolio are defined, documented, implemented, and executed in a correct and timely fashion. Acts as escalation contact for these processes.
Identifies applications user support, monitoring, operations, and system administration work being performed by Applications Team members outside the Unit and transitions that work to the Unit.
Works with other SBI IT teams involved in IT service delivery, applications technology vendors, and non-IT program support teams to negotiate and document allocation of responsibilities related to applications user support, monitoring, operations, and system administration amongst teams in the most efficient and effective manner.
Identifies, prioritizes, and implements solutions for improving user self-service, improving support efficiency and effectiveness, and automating applications monitoring, operations, and system administration tasks.
Identifies and promotes applications improvements that will reduce user support needs and/or the monitoring, operations, and administration workload necessary to provide required service levels and comply with policy.
Assists in creation, refinement, and implementation of IT policies pertaining to applications user support, operations, and administration necessary to ensure delivery of IT services that meet the agency's needs and conform with applicable federal, state, and agency policies.
Reports on applications user support, operations, and administration activities, customer satisfaction, and compliance with required service levels and applicable policies across the applications portfolio.
Provides coverage of applications user support, operations, and administration functions as necessary to compensate for vacancies and absences.
Assigns and oversees the work of assigned staff, including contractors.
Responsible for completing hiring process for vacant positions in the Unit.
Responsible for performance management of assigned staff as defined by state and agency policies.
Develops knowledge and skills of assigned staff to meet the needs of the organization through training, coaching, and developmental assignments.
Responsible for all other human resource management responsibilities for assigned staff as defined by state and agency policies.
Responsible for selection of contractors, signing off on contractor timesheets, and reporting contractor costs.