If end date is listed, the posting will come down at 12:00 am on that date:Monday November 08, 2021
About The Position
The Digital Command Center Duty Manager is responsible for the daily execution of a 24x7x365 Digital Command Center; manages the analysis, planning, technical direction, organizing, and implementation of the ITSM initiatives related to incident management; collaborates with digital and business partners to enhance enterprise monitoring posture and drive improvements in incident response and operational service delivery; facilitates shift left strategy to drive incident resolution closer to intake mechanism and reduce mean time to resolve for incidents in support of business lines; helps define the continuing evolution of IT to meet the changing business needs of the enterprise; works with business line personnel in integrating ITSM methods and practices throughout IT; researches and promotes best practices to process change; and reports the progress and impact of efforts to leadership.
Key responsibilities include:
Accountable for the daily execution of the 24x7x365 Digital Command Center to include the monitoring of the digital enterprise, the operational management of the incident process, and command and control of critical incident response.
Plan and manage support for the incident management (IM) process.
Lead the coordination & communication of and owning the response to, critical severity incidents where business impact is at risk.
Understand lines of business and critical services, and develop a deep understanding of the applications and infrastructure supporting those business lines and services.
Follow up on closed incidents to drive problem resolution to ensure root cause is identified. Work across the organization to ensure permanent solutions are implemented and run books, knowledge bases, and other artifacts are updated so the Service Desk, Command Center, and other operations support teams can manage and monitor the solutions going forward.
Drive the efficiency and effectiveness of the IM process.
Train and develop DCC staff:
o Coaches co-workers and provides feedback to enhance skills and knowledge
o Supports training and recruiting (college and experienced hires) for co-workers
o Mentors co-workers
Manage major incidents.
Execute the Incident Management process for all critical incidents in order to reduce impact and the time to restore business services. This includes:
o Accurate and timely communication to senior management keeping them advised of the incident and impact.
o Align and lead collaboration efforts across teams and business units to drive resolution of critical incidents.
o Drive all activities to ensure business services are restored as rapidly as possible.
o Make decisions with limited data points to minimize client impact.
o Act as a generalist in multiple areas of digital technology, including but not limited to, virtualization, automation, server, network, database, middleware, storage and web architecture, with a deep and wide understanding of key business lines and their operations.
Ensure the escalation process is running effectively in order to meet objectives.
Provide ITSM oversight and management for one or more processes within a given service lifecycle stage.
Oversee and direct process discipline and continuous improvement across the
ITSM service landscape for the entire IT function.
Implement and maintain an effective performance metrics program to process efficiency and effectiveness.
Make timely decisions based on operational performance and benchmark data to ensure objectives are consistently achieved.
Understand and maintain policy, procedures, and metrics associated with a specific ITSM process.
Report the progress and impact of efforts to leadership.
Maintain a working knowledge of Ameren core business processes to allow for the effective application of practical solutions and efficiency opportunities.
Successfully partner with all levels of the IT organization and Lean Continuous Improvement Teams.
Designs, develops, implements and coordinates systems, policies and procedures
Provides strategic recommendations to improve ongoing operations and maintenance of Ameren's infrastructure
Provides visionary and strategic direction for Digital disaster recovery including (but not limited to) site failover, application level failover, data center strategy and cloud initiatives
Works with stakeholders to assess our current Digital capabilities, define desired future-state, perform a gap analysis and create a roadmap for Ameren to ensure the infrastructure roadmap aligns with business direction; communicates same to key stakeholders inside and outside of Digital
Provides implementation path for a group of systems to provide a solution; sets service level expectations
Conceptualizes, defines, and oversees the development, configuration and implementation of new technologies and platforms supporting the transformation of the business
Qualifications
Bachelor's degree required, preferably in an analytical discipline (e.g., engineering, computer science, business). Seven or more years of technical experience in Information Technology required.
Five or more years of experience in facilitating and leading continuous/service improvement efforts preferred.
IT Infrastructure Library (ITIL) Foundations certification preferred. An IT Infrastructure Library (ITIL) ITSM service lifecycle certification required within 6 months. Experience in a Command Center/NOC environment for a large enterprise is highly desirable.
In addition to the above qualifications, the successful candidate will demonstrate:
Strong analytical and problem solving skills.
Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.
Ability to maintain a professional demeanor and attitude while being assertive.
Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.
Ability to multi-task and make sound judgments in a high stress environment.
Ability to interact with and influence people/groups of widely varying disciplines and backgrounds.
Technical breadth to be able to ask the right questions, collect the responses and set actions based on information given.
Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment.
Strong interpersonal & relationship skills, ability to learn and develop quickly.
Understanding of utility field operations and the IT solutions deployed to support and sustain those operations preferred.
Understanding of energy utility systems and operations preferred.
Expert knowledge of at least one platform (e.g., infrastructure, operating systems, telecommunications networks, specialized systems administration) and working knowledge of others
Expert knowledge of the definition, design, and implementation of infrastructure and solutions
Working knowledge of database management or administration and source control
Expert knowledge of current system administration tools and scripting languages
Expert knowledge of system backup, recovery and storage administration
Additional Information
Ameren's selection process includes a series of interviews and may include a leadership assessment process. Specific details will be provided to qualified candidates.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.
