Technical Operations Manager

Job Description:

The Technical Operations Manager is responsible for overseeing and managing the technical operations within the organization. This role involves ensuring the efficient operation and maintenance of various systems and infrastructure, as well as providing support and training to users. The position requires strong technical expertise, excellent problem-solving skills, and the ability to manage multiple domains effectively.

This role requires ongoing collaboration between technical and business teams, and demands readiness for on call support, either through direct availability or robust escalation mechanisms.

Key Responsibilities Include:

OpenText, Box System and Tungsten: Manage the OpenText and Box Content Management System. This role will ensure our organization fully leverages the platform’s capabilities, maximizes feature adoption, and drives ROI on our investment. The ideal candidate will be a proactive problem-solver who can configure, maintain, and promote best practices for secure, efficient content collaboration.

• Administer and configure Box platform settings, user roles, and permissions.
• Develop governance policies for content lifecycle, security, and compliance.
• Enable and optimize licensed features (e.g., Box Shield, Box Relay, integrations).
• Collaborate with business units to identify workflows that can be automated or improved using Box.
• Leverage the AI capabilities within the applications to streamline operations and deliver business value.
• Provide training, documentation, and support to drive adoption and user proficiency.
• Monitor usage analytics and recommend strategies to increase engagement and efficiency.
• Act as primary liaison with Box support and manage escalations.
• Work with vendor to support current OpenText document management system.

Telecom Systems: Own and optimize enterprise mobile phone, cloud-based voice and contact systems and DR phone systems. This role is responsible for a team that manages day-to-day administration, user lifecycle management, call flow design, device management, integrations (e.g., Microsoft Teams), compliance (E911, call recording), analytics, and vendor coordination. Making sure the team provides reliable voice quality, efficient call handling, and seamless collaboration across the enterprise. At the same time, ensuring that the company maximizes its investment and plans for future improvements.

• Oversee the Telecom Team’s Platform Administration and Operations.
• Own enterprise-wide voice strategy, DR design.
• Administer RingCentral UCaaS and Contact Center (user management, call flows, number management, SSO/MFA, call recording).
• Troubleshoot and resolve issues; escalate to RingCentral as necessary.
• Automate tasks and reporting using RingCentral APIs and analytics.
• Manage vendor relationships and expansion planning.
• Collaborate with Network, Security, and business teams to align configuration and operations.
• Monitor usage analytics and recommend strategies to increase engagement and efficiency.
• Lead steering committee meetings and provide governance for Telecom projects.
• Leverage the AI capabilities within the application to streamline operations and deliver business value.

SmartCOMM and Xtreme Systems: Manage the SmartCOMM and Xtreme systems to ensure seamless operations. This involves monitoring system performance, implementing updates and upgrades, and providing user support and training as needed.

• Working with partners to administer SmartCOMM application settings, templates, and communication workflows.
• Maintain and manage the inventory of letters, correspondence, and messaging assets.
• Configure and monitor communication channels (email, SMS, print, etc.) for accuracy and compliance.
• Collaborate with business units to ensure messaging aligns with operational and regulatory requirements.
• Provide training and support to users; develop documentation and best practices.
• Monitor usage and performance; recommend improvements to maximize platform value.

Computer Room Infrastructure and AS400 Operations: Maintain and manage the computer room infrastructure and AS400 operations to ensure optimal performance. This includes overseeing hardware and software maintenance, ensuring system reliability and uptime, and managing backup and recovery processes.

• Manage and monitor AS400 system operations, including job scheduling, backups, and performance tuning.
• Coordinate with external vendors for system maintenance, upgrades, and issue resolution.
• Ensure high availability, disaster recovery readiness, and adherence to security and compliance standards.
• Oversee change management processes for AS400-related updates and patches.
• Serve as the primary point of contact for vendors providing maintenance and support for fire suppression, cooling, and power systems.
• Schedule and oversee routine inspections, preventive maintenance, and emergency repairs.
• Monitor infrastructure health and escalate issues to vendors as needed.
• Ensure compliance with safety, environmental, and operational standards.
• Maintain accurate documentation of equipment, service records, and vendor contracts.
• Collaborate with IT teams to align infrastructure availability with business needs.

• Education: Bachelor’s degree (4-year) in Information Technology or a related field required; MBA preferred.
• Strong Understanding of Business Processes and Functions: The ideal candidate must have a deep understanding of the organization's business processes and functions to ensure that technological solutions align with business needs and objectives.
• Vendor Management Experience: Proven experience in managing vendor relationships, including negotiating contracts, overseeing vendor performance, and ensuring compliance with service level agreements.
• Technical Expertise: Extensive knowledge and experience in configuring and managing systems such as OpenText, Box, Ring Central, SmartCOMM, also familiar with IT operation principles and the AS400.
• Safety Enterprise System and Data Architecture: Understanding of Safety enterprise systems, data architecture, and data flows.
• Communication Skills: Excellent communication skills to interact with business units frequently, ensuring they receive the necessary technological support.
• Problem-Solving Abilities: Strong analytical and problem-solving skills to troubleshoot and resolve technical issues efficiently. As well as an ability to apply technology effectively to solve business problems.
• Project Management Skills: Ability to manage multiple projects simultaneously, ensuring timely completion and alignment with business goals.
• Team Collaboration: Proven ability to work collaboratively with IT teams and other departments to achieve common objectives.
• Documentation and Compliance: Experience in maintaining accurate documentation of systems, processes, and vendor contracts, and ensuring compliance with organizational policies and standards.

Salary : $140,000 - $145,000