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IT Operations Center Lead
Oklahoma City, OK Req ID: 280841 BASIC PURPOSE: The purpose of the IT Operations Center Lead is to drive the achievement of team objectives by minimizing application and enterprise infrastructure outages, as well as fostering communication between internal and external customers MAJOR RESPONSIBILITIES: *LEADERSHIP TASKS *Train new team members *Review team documentation to ensure accuracy *Provide after-hours assistance to team members *Assist in the distribution and creation of new policies and process changes *Audit daily logs for training opportunities and process improvements *Coordinate team schedules to ensure shift coverage *Meet with internal customers to help bring new responsibilities to the IT Operations Center *Serve as the backup for the Monitoring Systems Administrator *Create scripts and automation with VBA/AHK/etc. to streamline team processes *Lead and delegate projects to team members based on goals *Provide training to team members when guidance is needed *IT OPERATIONS *Monitor critical sites and production environments and alert appropriate team(s) to failure or alarm conditions *Review the status of scheduled backup jobs, restarting failed jobs as necessary or notifying the appropriate team of failure *INCIDENT MANAGEMENT *Maintain updated contact list of all vendors and support personnel *Escalate incoming information, including alerts, tickets, vendor and IT team notifications, customer calls, etc. to the appropriate support team(s) *If an incident is escalated, open a bridge call and notify key stakeholders *SERVER/NETWORK/APPLICATION ADMINISTRATION *Run diagnostics, scripts and other troubleshooting or maintenance tasks *Perform basic corrective and troubleshooting tasks under direction of technical team(s) or through pre-approved procedure(s) *Assist the Datacenter Services team with patch validation *Other duties assigned as needed EDUCATION AND EXPERIENCE: * Education: *HS Diploma or equivalent required *Bachelor's Degree in Computer Science or related field preferred * Experience: *2-3 years' experience analyzing data and creating reports *2-3 years' experience managing relationships with internal and/or external customers *1-2 years' experience conducting project and/or process management/improvement activities SKILLS AND PHYSICAL DEMANDS: *Skills: *Personnel should be organized and process-oriented with excellent prioritization, analytical, written and oral communication skills *Advanced troubleshooting skills *Understanding of basic server, storage and network hardware *Knowledge of change management and other ITIL processes preferred *Typical Physical Demands: *Requires prolonged sitting, some bending and stooping. *Occasional lifting up to 25 pounds. *Manual dexterity sufficient to operate a computer keyboard and calculator. *Requires normal range of hearing and vision. Job Function(s): Information Technology Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes: *Gemini Motor Transport, one of the industry's safest trucking fleets *Speedco, the light mechanical and trucking service specialists *Musket, a rapidly growing, Houston-based commodities supplier and trader *Trillium, a Houston-based alternative fuels expert |
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