IT Manager - Infrastructure Operations + Automation

OhioHealth•Columbus, OH

About The Position

OhioHealth seeks an IT Manager, IOC plus Automation, to lead 24x7 infrastructure visibility, event management, observability, automation, and service reliability across clinical and business technology services. The role combines operational leadership, technical strategy, Site Reliability Engineering (SRE) development, security, governance, and continuous improvement. The manager leads day-to-day infrastructure operations, maintains 24x365 on-call coverage, manages runbooks and escalation paths, coordinates event triage, tracks operational KPIs, improves monitoring, supports operational readiness, reduces manual work through automation, and contributes to resilience and disaster recovery planning. The role develops the operations team through coaching, performance management, training, career and succession planning, and workforce coverage. It also owns major incident escalation, root cause analysis, corrective actions, risk-assessed changes, stakeholder updates, and continuous process improvement. Additional duties include customer engagement, cross-department communication, vendor and contract management, operating and capital budgets, project planning, network design review, production transition, documentation, monitoring, training, information security, and protection of confidential information. The manager determines strategic direction for enterprise infrastructure technologies and data center operations, evaluates and implements best practices and technologies, and establishes requirements and processes for capacity, performance, availability, recoverability, service continuity, change, and configuration management. The position coordinates technical staff, evaluates work, prepares performance reviews, projects staffing and budget needs, and establishes infrastructure policies, procedures, and service offerings. As a High Reliability Organization, OhioHealth expects associates to focus on safety, quality, and efficiency. The listed duties are not exhaustive and may change; associates may be asked to perform other duties as requested by a supervisor.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or an equivalent combination of education and experience.
Seven or more years of progressive experience in IT infrastructure operations.
Three or more years leading an IOC, command center, monitoring, or automation team.
ITIL Foundation certification or equivalent experience with IT service management frameworks, particularly event, incident, problem, and change management.
Working knowledge of enterprise infrastructure technologies, including network, telecommunications, compute, storage, cloud, and endpoint, and how they support clinical operations and information systems.
Hands-on experience with enterprise monitoring, observability, and event management platforms, and with ServiceNow or a comparable IT service management platform, including integrations between monitoring tools and ticketing workflows.
Working knowledge of scripting and automation technologies such as PowerShell, Python, Ansible, REST APIs, or orchestration platforms, and ability to lead engineers who build and maintain automation.
Strong analytical, data-driven problem-solving skills and ability to define and report operational KPIs.
Strong interpersonal skills and proven leadership.
Ability to drive resources toward deadlines and manage ambiguity in a dynamic, changing environment.

Nice To Haves

Master's degree in Computer Information Systems, Business Administration, Healthcare Administration, or a related field.
Experience implementing AIOps, event correlation, alert noise reduction, or self-healing automation in a large enterprise environment.
Experience building or leading a Site Reliability Engineering team or practice, including service level indicators, service level objectives, error budgets, toil measurement, and blameless post-incident reviews.
Experience managing blended onshore/offshore teams and managed-service suppliers under contractual service levels.
Experience with hybrid cloud environments and modern automation/orchestration tools.
Knowledge of regulatory and contractual compliance.
Experience in a complex healthcare organization.
Ability to explain complex technical ideas and issues to technical and non-technical audiences.

Responsibilities

Lead day-to-day infrastructure operations, including 24x365 on-call coverage, runbooks, escalation paths, event triage, and operational readiness.
Track operational KPIs, improve monitoring and observability, and reduce manual work through automation.
Contribute to resilience, high availability, disaster recovery, and service reliability planning for critical systems.
Coach and develop the operations team through performance management, training, career planning, succession planning, and workforce coverage.
Lead major incident escalation, root cause analysis, corrective actions, risk-assessed changes, stakeholder updates, and continuous process improvement.
Determine strategic direction for enterprise desktop, server, storage, data management, database technologies, and/or data center operations in conjunction with Information Services leadership.
Evaluate, recommend, and implement best practices and technologies for cost-effective enterprise server and data management.
Review client requests for projects, production support, and new or updated software and hardware; determine technical requirements and coordinate schedules and departmental activities for implementation.
Establish capacity, performance, availability, and recoverability requirements for strategic and departmental projects.
Coordinate and evaluate technical staff work, prepare performance reviews, and project long-range staffing and budget requirements.
Establish infrastructure policies, procedures, and service offerings.
Establish and review capacity, availability, service continuity, change, and configuration management processes and procedures; evaluate and implement technologies and processes that improve maturity.
Ensure enterprise infrastructure is understood and documented.
Engage customers and communicate across departments; manage vendors, contracts, operating and capital budgets, project planning, network design reviews, and production transitions.
Support information security, protect confidential information, and provide documentation, monitoring, and training.