IT SERVICE OPERATIONS MANAGER (NOC)

Job Description

Tenneco is one of the world’s leading designers, manufacturers, and marketers of automotive products for original equipment and aftermarket customers, with full year 2021 revenues of $18 billion and approximately 71,000 team members working at more than 260 sites worldwide. Through our four business groups, Motorparts, Performance Solutions, Clean Air and Powertrain, Tenneco is driving advancements in global mobility by delivering technology solutions for diversified global markets, including light vehicle, commercial truck, off-highway, industrial, motorsport and the aftermarket.

DRiV Motorparts is a world leader in the international automotive aftermarket built from the combined strengths of Tenneco, Federal-Mogul and Öhlins with 31 of the best known and respected aftermarket brands, including 14 brands 100 years or older. Our colleagues throughout 25 countries around the world work as one team, driving advancements that help our customers get the most from every vehicle, every ride, every race and every journey.

We are seeking an IT Service Operations Manager. The IT Service Operations Manager will be a senior member of the IT team managing 24×7 IT Production Operations team. This role will focus on maximizing the availability of Tenneco’s critical IT applications and services through the implementation of automation and creation of self-healing IT services. Starting with Infrastructure and subsequently expanding scope to include application teams, the IT operations team is responsible for using analytics to identify opportunities for improving systems availability, reducing manual activities and implementing these opportunities through automation. This role will partner with enterprise tools team, infrastructure teams, operations leaders, senior leaders and application teams to champion automation approaches through the enterprise. Evolving into the future, this group will extend these technologies and practices to cloud-based services.

The team is ready to act immediately on those candidates who are the best fit for the role. You’ll first hear from someone in Talent Acquisition to schedule a phone screen, and then the next step will be a personal interview with our Hiring Manager. We pride ourselves on moving through processes quickly, and you can be sure of transparency and prompt communication throughout.

RESPONSIBILITIES:

• Lead a global, primary support team which provides 24×7 operations support, responds to incidents & outages, and executes changes and requests.
• Be responsible for establishing 24×7 primary support service requirements – shift management, skill set & training requirements, intake processes and standard operating procedures (SOPs).
• Provide architectural guidance for corporate-wide monitoring and alerting across enterprise IT applications and systems.
• Perform ongoing workload & trending analysis to drive out inefficiencies, reduce overall ticket count & execution times through automation & process improvement.
• Collaborate with service owners across global IT to understand primary support requirements, opportunities to enhance services, reduce outages, improve application/system availability.
• Measure, inform and forecast infrastructure health and overall operational efficiency.
• Proactively identify opportunities to eliminate manual, repetitive processes through automation.
• Provide monthly and quarterly management reports on ticket trends, service availability and opportunities for continuous improvement.
• Establish processes around leveraging operational toolsets to drive increased service availability and provide optimal response to system alerts.
• As a hands-on member of the team, assist with writing tools to automate parts of the monitoring, alerting and self-heal.
• Work with our vendors to leverage emerging advances in machine learning and AIOps to provide preventative alerts and self-healing of our environments.
• Using analytics, identify opportunities and work with partner teams to improve systems availability.
• Continuously review and identify Infrastructure Operations areas for adoption of new technologies and automation.
• Develop business cases for automation and partner with the Automation Engineering team to implement them

Required Experience

EDUCATION: 4 years university degree in Computer Science, Engineering, or Mathematics.

SKILLS & EXPERIENCE:

• Minimum of 8 years of experience in IT Operations Automation & Service Management.
• 10+ years’ experience in IT technical service management and delivery.
• 6+ years’ experience in leading the delivery of global, 24/7 technical services in a large corporation.
• Demonstrated knowledge of middleware software, office automation, networking, Wintel / UNIX computing.
• Demonstrated experience collaborating with application delivery, application development, project managers and business colleagues, delivering effective IT / business solutions.
• Demonstrated leadership skills in delegation, coaching & development, performance objective setting/reviewing, human resource planning and organizing global teams.
• Experience working in remote / virtual team and environment.
• ITIL Foundation certification.
• Global perspective and experience is a must.
• Ability to get work done in a matrix organization.
• Interface across the organization with other teams, such as system operations, infrastructure, Application support and Information security.
• Strong operational service management knowledge and skills, and understanding of IT operations processes and end to end IT infrastructure components / architecture.
• Analytical demeanor, strong decision-making skills and the ability to effectively communicate with individuals across all levels the organization.
• Knowledge and experience working across a geographically and culturally diverse organization.
• Excellent written and verbal communication skills at all levels of the organization.
• Adjust to changing priorities while multitasking effectively.
• Design, evaluate and document processes and lead teams in accomplishing process review and improvement.
• Proficiency in using metrics to measure and model service delivery and drive continuous improvements.
• Experience in managing third party suppliers.
• Ability to travel globally up to 20%

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Tracking Code: 189111