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Director, Operations & Service Delivery
HarperCollins
Moosic, PA, United States
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HarperCollins Publishers is seeking a Operations and Service Delivery Director for the our office on Montage Mountain in Moosic, PA.
The Operations and Service Delivery Director leads a team of professionals to monitor, maintain, support, and continually improve the health of the HarperCollins global Information Technology systems and infrastructure.
The position reports to the Chief Technology Officer (CTO) and oversees four functional areas, Operations, Production Services, Development Operations (DevOps), and Service Desk.
Responsibilities:
• Manage Computer Operations (7x24)
• Manage Enterprise batch scheduling (Cisco Tidal) to support production job schedule
• Manage operations teams to automate routines for the Development, QA, and delivery of software to Production environments.
• Manage production issue resolution and issue prevention
• Manage the Service Desk and ensure effective support services are delivered to the business
• Manage the Dev Ops team in matters such as product reviews, application patching, capacity planning, and data management
• Manage Business Continuity plans and ensure data backups are aligned with retention policies and disaster recovery objectives
• Manages ITIL (Information Technology Infrastructure Library) compliance process for incident, problem management, and change management.
• Work to ensure continuous availability of source control, integration, and change management systems (i.e. Jinkins, GitHub, and Octopus)
• Work directly with the Application Development teams to provide daily support aligned with a model of continuous software delivery.
• Work with the infrastructure, security, and development teams to drive efficiencies in operational quality and process improvement.
• Develop and enforce production assurance best practices
• Contribute to the development of policies and procedures for the production and service support function
• Manage annual SOX404 compliance audit.
Qualifications:
• Degree in Computer Science or equivalent experience preferred. 10+ years in managing technology operations teams with a minimum 5 years related work experience with direct operational management of mid to large (200+ servers) environments
• Experience with a broad spectrum of technologies including networks, servers, storage systems, backup/archive systems, high availability, disaster recovery and data security systems.
• Previous experience of physical datacenter environments and familiarity with HVAC systems or other physical facility related infrastructure components.
• Experience exercising independent judgment, customer service, problem solving, and working independently across large organizations.
• Demonstrated project management experience, including the ability to plan, schedule, and successfully carry out multiple projects at the same time.
• Experience transforming teams through performance management, realignment and hiring to achieve higher performance levels
• Prior working experience in a DevOps capacity desired
• Experience in managing enterprise Information Technology service desks
• Experience with enterprise monitoring and syslog tools, Solarwinds and Cisco Tidal preferred.
• Experience with Microsoft Azure Cloud, O365, or other hosted Cloud services and associated architectures models such as SaaS, PaaS, IaaS.
• Experience developing process and software quality control procedures in the migration of application software from development into production
• Experience with automation, virtualization, orchestration, continuous integration, deployment, and implementation systems
• Experience with DevOps infrastructure automation (AWS and/or Microsoft Azure)
• Knowledge of ITIL concepts and current technology protocols and standards (i.e. service delivery)
• Knowledge of system monitoring solutions for all infrastructure layers e.g. Splunk, Solarwinds, Cisco Prime, Nagios, and others.
Please note that HarperCollins Publishers does not accept resumes from agencies unless our Human Resources Department has authorized in writing a specific agency to submit resumes for a specific position. Therefore, if an agency submits a resume without Human Resources’ prior written approval to do so, the individual identified on that resume will not be considered a candidate presented by your company.
About the Company:
HarperCollins Publishers is the second largest consumer book publisher in the world, with operations in 18 countries. With nearly two hundred years of history and more than 120 branded imprints around the world, HarperCollins publishes approximately 10,000 new books every year in 17 languages, and has a print and digital catalogue of more than 200,000 titles. Writing across dozens of genres, HarperCollins authors include winners of the Nobel Prize, the Pulitzer Prize, the National Book Award, the Newbery and Caldecott Medals and the Man Booker Prize. HarperCollins, headquartered in New York, is a subsidiary of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV) and can be visited online at corporate.HC.com.
HarperCollins Publishers is an Equal Opportunity Employer.