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Senior Director- IT Enterprise Operations

ADT

This is a Full-time position in Irving, TX posted April 11, 2021.

Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.

This role will be located at one of our major sites. Irving, Aurora, Boca Raton, Jacksonville or Knoxville.

Senior Director – IT Enterprise Operations

Summary:

ADT is a dynamic organization and operates a 24 / 7 Enterprise Operations function to oversee ADT’s critical systems. The Senior Director of Enterprise Operations is a key leadership role within IT with broad scope. The ability to influence across the organization as well as external partners and vendors is critical. The nature of the role requires the highest sense of urgency when facing issues and incidents impacting ADT operations, while also maintaining a sense of composure to ensure teams are operating effectively in moments of crisis. A broad understanding of technology, from software to infrastructure, is also vital, as the role will lead troubleshooting and root cause analysis of high impact incidents. Finally, a natural curiosity combined with an unrelenting focus on operational reliability are also key to success.

Responsibilities include:

  • Lead the development, documentation and enforcement of policies, standards, best practices and procedures for ITSM (IT Service Management), including:
    • Incident Management – oversight of 24 by 7 support, including Service Desk (lower level issues) as well as the EOC/NOC (critical issues). Manage the escalation of outages and incidents. Ensures EOC professionals facilitate administrators and engineers from different groups to work together to restore business functionality as quickly as possible. Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels
    • Problem Management – relentless pursuit of root cause analysis to prevent recurrence
    • Change Management – lead ADT’s Change Control Board; evangelize quality of changes deployed to systems
    • Event Management and Monitoring – champion the need to incorporate proactive monitoring and alerting of systems
  • Critical systems monitoring – proactive “eyes on glass”
    • Customer Alarm Communication Infrastructure
      • Cellular & Radio Networks
      • High Security Channels
      • B2B & B2C Connectivity
      • Alarm Monitoring Platforms
      • 3rd Party Vendor Communication & Hosting Services
    • Critical business applications and high impact processes
  • Disaster Recovery
    • Champion IT DR with ADT’s overall Business Continuity Management Office; be the face of IT for DR of systems
    • Facilitate DR exercises on behalf of ADT, both IT and business
    • Champion funding to remediate gaps where identified
  • Stakeholder Mgmt
    • Communicate critical incidents to senior leadership across IT and Business partners
    • Analyze the technical performance and reliability of products, systems, and services compared to identified industry standards to ensure customer satisfaction
    • Interface with key ADT vendors as required, including escalations when facing critical incidents
    • Engage with Auditors, Legal, and external partners as needed. Be the Subject Matter Expert for these stakeholders for all things related to IT Operations
  • File Processing & Batch Operations – ADT sends/receives millions of dollars of payments each day, every day. Ensuring the successful transfer of files, and the balancing of dollars within those transfers, are critical.
    • Job and Batch Management
    • Backup and Recovery Job Management
    • Data Center Operations
    • Secure file transfers to/from business partners
  • Continuous Improvement
    • Build upon and enhance roadmap for ADT’s IT Enterprise Operations Center; continuously improve against that vision
    • Assist and recommend process and quality improvement activities for the organization.
    • Analyze incidents, patterns, and trends to identify opportunities to reduce incidents
    • Reporting of trends and SLAs relative to overall IT performance and quality of IT systems
  • Staff Management
    • Develop training plans for EOC Staff and facilitates cross-training and peer mentoring
    • Mentor employees on career development and performance improvement.
    • Responsible for personnel decisions including performance review and hire/fire activities
  • Other
    • Ability to work in a fast paced environment
    • Perform as an internal consultant, advocate, mentor, and change agent.
    • Partner with ADT’s Cloud Center of Excellence and other Cloud teams in order to define and drive how ADT’s IT Operations including ITSM will evolve as ADT transitions to cloud, including:
      • Incident Mgmt
      • Change Mgmt
      • Problem Mgmt
      • Configuration Mgmt
      • Alert Mgmt
      • Disaster Recovery and Business Continuity
      • Drive Process and Technology changes supporting the above transitions (tools & processes)
    • Manage and provide world-class technical leadership for 24/7 technical staff working in multiple locations
    • Must be available 24/7 for escalated incidents requiring Senior Leadership engagement
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