Manager IT Operations

Burlington Coat Factory Corporation•Edgewater Park, NJ

30d•Onsite

About The Position

The Manager of IT Operations & Network Operations Center (NOC) supports Burlington's IT infrastructure operations across corporate systems, store systems, and distribution center technology. This role ensures stability, visibility, and rapid response, driving process discipline, risk management, and continuous improvement. The manager leads Burlington's IT Operations and Network Operations Center, overseeing a team of 10+ direct reports responsible for enterprise monitoring, incident management, job scheduling, data center operations, and backup/recovery. The role manages budgets and partners with leadership to prioritize stability-focused investments. This is a hands-on role requiring initiative, ownership, and a focus on team development.

Requirements

Education: Bachelor's degree in IT, Computer Science, Engineering, or related field.
Experience: 8+ years in IT Operations, including 3+ years in a management, lead, or supervisory role within a 24/7 NOC or enterprise IT operations team.
3+ years of Service and Operations Management experience in managing outsourced agreements
Experience managing multi-location IT infrastructure environments is preferred.
Demonstrated ability to meet SLA targets and drive team performance.
Background in enterprise monitoring, job scheduling, incident management, and data center operations.
Familiarity with tools such as Datadog, Dynatrace, Nagios, SolarWinds, UC4, NetBackup/Veeam, ServiceNow, or similar platforms.
Understanding of ITIL practices, change management, and operational governance frameworks.
Skills and Abilities: Ability to identify risks and support mitigation planning.
Experience building and enforcing SOPs and knowledge management practices.
Strong coaching and team development skills.
Effective communication skills for briefing leadership and collaborating across teams.
Availability for on-call rotation and urgent escalation support.
Occasional data center work including equipment installation and maintenance.
May involve limited physical activities.
Occasional travel between Burlington locations.
On-site role with regular presence required at Burlington locations to support operations, team members, and business continuity.
Occasional data center work including equipment installation and maintenance, which may occur outside standard business hours.

Nice To Haves

ITIL Foundation or higher certification, preferred
Experience in retail or high-volume transactional environments, preferred
Interest in automation of monitoring and operational processes, preferred

Responsibilities

Deliver operational KPIs on daily, weekly, and monthly cycles.
Identify and surface risks before they become incidents.
Implement and enforce process and documentation discipline.
Expand monitoring scope across corporate, store, and distribution center systems.
Coach and delegate to elevate team performance and autonomy.
Explore opportunities to improve services and efficiency.
Ensure uninterrupted 24/7 operations across all IT infrastructure domains.
Demonstrate after-hours availability and flexibility to support the team, maintain coverage, and uphold business continuity.
Maintain an on-site presence as required to lead, support, and respond to operational needs.
Operations Leadership & Partner Management: Lead and develop a 24/7 IT Operations team, fostering accountability and service excellence. Build capability through delegation, cross-training, and performance feedback. Manage staffing, schedules, and consistent shift turnover. Set expectations for ownership, communication, and follow-through. Oversee vendor/MSP relationships to ensure SLA alignment and service quality. Drive continuous improvement, cost efficiency, and provide on-site leadership, including after-hours support as needed.
Operational Performance & KPI Management: Define, track, and report KPIs for incident response, availability, monitoring, job completion, and backups. Deliver dashboards and scorecards, using trends to address gaps. Maintain an operational maturity roadmap and ensure KPI targets are met through proactive monitoring and engagement, including outside standard business hours.
Monitoring & Incident Management: Oversee enterprise monitoring tools to ensure high-quality alerts and actionable responses. Support a unified monitoring strategy across infrastructure, network, and applications. Participate in major incident processes, ensuring timely communication and escalation aligned with SLAs.
Risk Identification & Mitigation: Identify operational risks, develop mitigation plans with partners, and escalate issues with data-driven rationale.
Process & Documentation Discipline: Maintain runbooks, SOPs, and knowledge articles. Ensure procedures are current, accessible, and updated as part of incident resolution and project closeout.
Data Center & Infrastructure Operations: Manage data center operations, including maintenance and vendor coordination. Oversee changes in alignment with change management and audit requirements and support audits with required documentation.
Job Scheduling & Batch Operations: Oversee job scheduling and execution to meet SLAs. Partner with application teams to improve efficiency and optimize job workflows.
Backup & Recovery Management: Ensure successful backup completion and validated restores. Troubleshoot and resolve backup failures.
Continuous Improvement & Governance: Review workflows for efficiency and automation opportunities. Recommend service improvements, maintain audit readiness, and represent IT Operations in reviews and governance forums.
Scope and Impact: Oversee IT operations across corporate offices, retail stores, and distribution centers. Lead a team with budget responsibility, deliver operational KPIs, expand enterprise monitoring, identify risks proactively, and represent the function in incident and governance discussions.

Benefits

You will enjoy competitive wages, flexible hours, and an associate discount.
Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance.
Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan.
We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us.

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