Job Summary:

Dine Source is seeking a qualified individual to fill the role of Operations/Technical Lead. Oversees and directs the day-to-day activities of the IT Operations Team, ensuring that systems, services, and infrastructure work reliably and securely, responds to help desk requests, and monitors system stability and performance.  Directly supports end users by handling escalations, resolving user issues, and monitoring the performance of systems to prevent delays and outages and quickly resolve ongoing issues.

Job Duties and Responsibilities:

• Provide technical leadership to the IT Operations team that provides system operations, change management, configuration management, user support, IT security, database administration, and training. This team includes application, systems, and user support engineers who maintain the high availability of a portfolio of browser-based, thick client, and mobile software applications.
• Coordinate team efforts to resolve service interruptions and other operational issuesLead troubleshooting, recovery, and root cause analysis efforts. Coordinate with application leads for advanced troubleshooting support.Communicate service interruptions and change activity to stakeholders including internal and client management, data center personnel, and other affected team
• Apply Agile, Kanban, and Scrum techniques to implement Operations tasks, and optimize resource assignments and efforts as priorities change across competing workstream
• Proactively identify and coordinate change activity involving Operations, software development, and external stakeholder teams
• Develop and refine standard operating procedures for application support and maintenance
• Provide oversight to the Help Desk Lead and support team to resolve user support issues
• Conduct daily operations meetings using Kanban techniques and tools
• Collect and report operational metrics including service level agreement compliance
• Coordinate with application leads to deliver maintenance software releases
• Collaborate with the IT Security Lead to monitor for security compliance in accordance with industry standards
• Maintain a hardware and software license inventory

Job Requirements (Education/Skills/Experience):

• Six or more years leading an IT operations team supporting a broad portfolio of software applications
• Strong technical background in systems administration and software application support
• Change and configuration management experienceHands on experience with Agile projects
• Experience using tools such as ServiceNow, HP Service Manager, JIRA, or other for incident management and user support requests
• Experience with monitoring tools such as AppDynamics
• Experience executing a Kanban Operations approach
• Experience implementing a Development Operations (DevOps) release automation using tools such as ServiceNow, Docker, Puppet, JIRA, Git, and Jenkins
• Experience overseeing an IT Customer Help Desk
• ITIL Certifications are preferred
• Agile Training or Certification is a plus
• IT Security-related qualifications are a plus

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This contractor and subcontractor shall abide by the requirements of 41 CFR 60–1.4(a), 60–300.5(a) and 60–741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.