Senior Director, IT Infrastructure and Operations

Tommy Bahama•Seattle, WA

1d•$181,000 - $270,000

About The Position

The Senior Director – IT Operations & Network Engineering is responsible for the design, configuration, implementation, maintenance, and administration of Tommy Bahama’s systems landscape, including telecommunications, server and storage platforms, network and other related equipment. This role oversees service desk, data center operations, cloud infrastructure services, technology support, vendor management, systems monitoring and incident/event response and network engineering. This role works closely with the IT management team to identify, recommend, implement and support cost-effective and secure technology solutions.

Requirements

Bachelor’s Degree or equivalent in business or technology related discipline from an accredited university or institution OR an equivalent combination of education, training and experience in addition to experience listed below.
Relevant technical and process certifications (ITIL, MOF, PMI, CISSP, CCNA, etc.)
Strong leadership and staff management skills required
Generally, ten (10) years of direct experience in IT Operations and/or Engineering in an enterprise-scale, geographically distributed environment.
5+ years of experience in IT management, with at least 3 years leading multiple teams
Strong understanding of system integration, workflow automation, and enterprise architecture
Working knowledge of Network and Systems operations (NOC), service-desk software, monitoring, and automation.
Experience leading technological implementations and upgrades.
Experience implementing principles and methods around IT service delivery, problem management, change management, backup and recovery, and disaster recovery.
Working knowledge of networking, networking protocols, client-server, and web-based architecture.
Solid experience with cloud infrastructure services including IaaS, SaaS and PaaS.
Experience managing vendors and service providers, including professional service or managed-service engagements.

Responsibilities

Work with the IT management team to develop and implement a technology roadmap that supports the goals and objectives of the organization.
Provide direction to the teams as they support projects and initiatives that expand the capabilities of the business, maintain the technology environment, implement security initiatives, and improve the supportability of our technological environment.
Manage and develop talent within the IT Operations and Network Engineering teams.
Establishes appropriate goals, objectives, standards, and policies to ensure effective information systems operation, maintain compliance and continual improvement.
Develop and manage capital plans and budgets.
Oversee support of projects such as new retail and restaurant locations, Business Continuity, Disaster Recovery, and evolving security and business operational requirements.
Oversee support of projects such as new retail and restaurant locations, infrastructure lifecycle, and application upgrades.
Own enterprise incident response, disaster recovery, and business continuity capabilities to minimize operational impact and ensure rapid recovery
Establish, monitor, and continuously improve availability, performance, and reliability metrics using ITIL and observability best practices with clear executive reporting of risks and trends
Incorporates industry best practices by overseeing operations/helpdesk in defining and implementing processes, procedures, and tools for incident/problem/change management, that incorporate industry best practices and ensure a stable and secure technology environment.
Benchmark, analyze, and routinely review capacity reports and operational/helpdesk performance metrics, including service availability, ticket volume, resolution rates, response times, resolution times, server and storage utilization, and change volume.
Establish expectations for the timely resolution and escalation of all incidents and problems affecting the business channels and operations.
Manage vendor and service provider relationships to address problems, secure solutions, and services, and coordinate preventative maintenance.
Partner with the Data Security Director to implement strong network and data security configurations, install firmware and software patches, remediate vulnerabilities, and research security incidents.
Monitor and control costs for labor, overtime, licensing, maintenance, printing, supplies and other departmental expenses.
Maintains strong partnerships with internal teams to advise business and functional leadership on all aspects of IT operations and engineering.
Participate in continuous learning and professional development
Follow all Company policies and procedures
Perform other duties as needed