Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
JOB SUMMARY
The Manager, Technology Systems reports to the Director of Enterprise Application and Data Services. This position is responsible for directing technical staff and the management of technology systems including installation, upgrades, support, as well as performance monitoring and system tuning. This position will work closely with users and understand the business implications of Capital Metro’s technology systems. This role will provide customer focused service and build positive and constructive relationships with stakeholders and customers, by understanding their needs, problems, and providing timely communication and service.
PRIMARY RESPONSIBILITIES
- Manage technology systems team in daily support of systems, configuration and administration, upgrades, software patches, testing, troubleshooting, and monitoring.
- Manage the budget, financial tracking, reconciliation and invoicing of technology systems and projects assigned.
- Manage teamwork assignments, motivation, ensure accountability, adherence to schedules and timelines.
- Monitor and track compliance to IT incident tracking system to ensure compliance to service level agreements (SLAs), quick resolution of problems and communicate with users on resolution and follow up activities as appropriate.
- Manage the training and growth of the team to ensure cross functional knowledge of all systems.
- Serve as an Action Officer for external customer call resolution, if required. Ensure that customer feedback reports are reviewed and work with the IT group to resolve & respond to customer complaints.
- Partner with Capital Metro departments to plan, develop, implement, support, monitor and evaluate Transit and/or Enterprise technology solutions to meet business requirements or to improve existing systems.
- Partner with stakeholders to undertake full IT ownership of the systems and projects assigned and become proficient in technical and functional aspects of these systems.
- Provide technical management of projects. Successfully manage tasks or projects as assigned. Work with technology vendors and implementation partners to implement technical solutions.
- Manage preparation of documents necessary to procure required systems, licenses, maintenance, and support. Ensure any renewals are completed before expiration, and Capital Metro is compliant with any vendor licensing requirements.
- Manage the development and updates to technical and/or user documentation. Direct and manage training users on systems and processes. Encourage system use and adoption with the business areas. Act as an advocate and advisor for the application of technology solutions to the agency.
- Provide management oversight in proactively setting up and managing systems in excellent working condition through implementation and monitoring of alerts, regular maintenance activities, performance tuning, software updates and patches. Work with internal IT teams and technology vendors to ensure all systems are available and secure on a 24 by 7 basis.
- Manage efforts in system security by ensuring compliance to security standards and policies, monitoring access privileges, conducting risk assessments, investigation of suspicious activities, and remediation of identified security threats or risks.
- Manage documenting of test cases and performing comprehensive testing during implementation and upgrades.
- Manage the planning and undertaking of periodic risk analysis of systems and mitigate risks wherever possible. Manage the planning and testing of disaster recovery. Manage implementing, monitoring and verifying backups. Manage resolving issues.
- Follow change management and change control processes to plan and deploy system changes. Perform change-impact analysis. Communicate changes to stakeholders and IT.
- Research, develop and implement IT standards and best practice policies and procedures.
- Provide periodic reports to management.
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Perform other duties as required and/or assigned in support of the Capital Metro Strategic Goals and the IT Vision, Mission, and Objectives aligned to these goals.
RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:
Manages department personnel by planning, scheduling, delegating and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.
MINIMUM QUALIFICATIONS
Education and Experience:
- Bachelor’s degree in computer science or related field. Additional experience may substitute for degree on a year for year basis up to four years.
- Six (6) years progressively responsible experience in information technology as a technical lead supporting large, complex technology systems.
- Four (4) years of direct supervisory experience managing an information technology team.
- Three (3) years of experience as a project manager in implementing large, complex technology systems.
- Experienced in two or more of the following enterprise systems: CRM, ERP, Web Content management, Enterprise Asset Management, Datawarehouse or other Enterprise Systems, Microsoft platform development technologies, SQL Server Database and/or Transportation Specific Systems.
- Experience with direct end user support in a customer service role. Demonstrated dedication to customer services.
Knowledge, Skills and Abilities:
- Excellent organization abilities, analytical skills and communication skills including the ability to effectively communicate technical information to a non-technical audience.
- Be self-motivated and seek opportunities for continuous improvement of IT Skills and processes. Be a catalyst and a willing participant of organizational changes.
- Ability to work in a team environment in a matrix organization, partnering well with employees, management, users, vendors, contractors and undertake duties and tasks as assigned without close supervision
- Ability to be a positive and constructive contributor in a team-based environment
- Knowledge of Information System Implementation Lifecycle desired.
- Ability to effectively manage multiple priorities and diverse groups of people and activities simultaneously
- Advanced training in project management certification as a Project Management Professions (PMP) by the Project Management Institute preferred.
- Proficiency using Project Management software tools.
- Proficiency using Microsoft Office Suite.
- Demonstrated leadership ability.
