Manager, IT Operations Support
New York, NY

Job Description

Responsibilities

Role Purpose

The Manager, IT Operations Support will be an IT Technology representative in the systems support team servicing Global Security Operations for NBCUniversal Domestic and International sites.

Responsibilities

* Provide day to day systems support and project related support for activities for Global Security Operations business areas
* Manage and support systems related to applications in Physical Security Operations functions
* Provide application support on an on-call basis, 24X7 for outage and change management; preventative maintenance
* Manage and support multiple NBCUniversal projects supporting access control and video infrastructure and software solutions for multiple campuses
* Facilitate and manage application outage management processes including software and hardware troubleshooting towards resolution
* Manage third party vendors against vendor Service Level Agreements and Master Service/Master Product Agreements
* Manage application product upgrades for vendor supported systems through implementation
* Required to perform frequent maintenance activities on monthly or as need basis, after hours or on weekends
* Provide project management and manage project communications according to PMI and NBCUniversal processes
* Document business processes and requirements for new and existing software development efforts and system migrations
* Document intersystem and technical requirements and data flows
* Provide ongoing engagement and communications to business and IT management
* Develop and deliver presentations to executive, business stakeholders and IT Management
* Generate and analyze quality metrics and reports for business and IT Management
* Conduct cost benefit analysis for project initiatives
* Ensure the quality of services and solutions to application user base, other application owners and IT technical teams
* Manage ongoing process improvement initiatives
* Support tactical plans and strategic roadmaps in support of business and IT needs
* Collaborate with other IT and technology groups to identify achievable solutions, manage scope and project budgets
* Assess and arrange for ongoing training of application user base
* Manage vendors and extended support teams on a day to day basis
* Derive, analyze and review service level agreements and service quality requirements provided by third party service providers
* Ability to generate and manage status reports, meeting minutes, and change or outage notifications
* Ability to prepare and deliver presentations for senior management

Qualifications/Requirements

Basic Qualifications

Bachelor's degree and minimum 3 years relevant work experience in an Information Technology application capacity

Ability to generate advance level SQL queries

Minimum 3 years work experience in project management of software solutions

Minimum 3 years work experience in business consulting, or technical support role

Ability to travel as needed, including overnight stays

Must be willing to work onsite at group's New York offices

Must be willing to work nights and weekends as part of ongoing business support, as needed

Eligibility Requirements

Interested candidate must submit a resume/CV through www.nbcunicareers.com to be considered

Must be willing to work in New York, NY

Desired Characteristics

Media Entertainment industry experience strongly desired

Work experience managing Physical Access Control and Video (CCTV) Systems (i.e. Geoffrey SMS, Salient, Lenel, Genetec)

Work experience in interpreting system transaction logs of peripheral devices (i.e. CCTV cameras, video recorders)

Work experience in supporting access control systems for theme parks or open spaced environments

Experience supporting applications integrated with worker database systems with access control systems

Excellent written and verbal communication skills

Ability to interface and influence at all levels in the organization

Ability to communicate effectively to business and technical teams

Demonstrated ability to prioritize and handle multiple projects and initiatives

Demonstrated negotiation and problem resolution skills

Experience with managing technical solutions vendors

Experience managing with software and load testing processes

Ability to think analytically, strategically, not just tactically

Ability to estimate project effort and maintain project budgets

Proven ability to manage a software development virtual, offshore, and onsite teams

Technical skills: SQLServer, Oracle, Java, .NET, JBOSS, Mobile devices, IIS, Windows

Technical toolsets: Service Now, SharePoint, MS Project, Visio, Office, Project and Portfolio Management (PPM), Slack, SharePoint, Office 365, Teams, One Drive