Technical Operations Lead

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Team
As a Technical Operations Manager, you will be based in the United States, reporting to the Global Delivery Manager and will be responsible for supporting day-to-day operations and execution, reviewing, and delivering managed services engagement and recommending process improvements. By collaborating closely with the offshore Operations Managers and customer leads, you’ll evaluate and improve existing processes to achieve greater business results.

The technical operations Manager is responsible for continuously monitoring all operational KPIs and take necessary proactive and reactive actions to ensure the success of the assigned managed services engagement and also act as the regional lead of Delivery Excellence program for Operations

What You Will Be Doing:

• Help in managing Hitachi’s managed service activities and deliverables of assigned customer(s).
• Identify and scope opportunities to improve current programs.
• Monthly Status Reports and trend analysis
• Support the development of content for internal communications and communicate relevant information to the organization as required.
• Help coordinate an ever-changing variety of internal initiatives and projects.
• Collect and evaluate success criteria and performance metrics.
• Process Improvement: Identify, design, and implement process improvements to enhance IT operations, reduce inefficiencies, and drive productivity.
• Stakeholder Engagement: Collaborate with IT leadership, business units, and key stakeholders to understand needs, gather requirements, and deliver solutions that support business objectives.
• Performance Metrics: Develop and track performance metrics to measure the effectiveness of the current programs.
• Training and Development: Create and deliver training programs to enhance the skills and capabilities of the team in areas of operational excellence and change management.
• Best Practices: Identify and promote industry best practices and standards within the delivery function to ensure high-quality service delivery.
• Continuous Improvement: Foster a culture of continuous improvement by encouraging innovation, feedback, and collaboration within the IT department. Maintain a Continuous improvement tracker and drive continuous improvement of all delivery teams.
• Develop/maintain system implementation documents, knowledgebase, service reports and operational procedures.
• Identification of risks and development of mitigation or avoidance plans.
• Provide Service Management reporting information to Hitachi leadership and Customer as defined.
• Participate in regular customer service review meetings whether local or as part of Governance Schedule
• Drive automation initiatives and oversee the development and implementation.

What You Will Bring To The Team:

• Industry Knowledge: Knowledge of industry best practices in IT operations and process improvement.
• Soft Skills: Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Innovation: A proactive approach to identifying opportunities for innovation and improvement.
• ITIL Foundation Certificate (minimum), ITIL V.3 Foundation
• ITIL Operational Support Analysis (preferred)
• Minimum 5 years of experience leading or working on a Major Incident/Incident Management team.
• Knowledge in Incident, Change, and Problem Management.
• Experience with ITSM Tools, preferably ServiceNow.
• Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence.
• Ability to control or lead conversations with various support groups.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
• Strong cross technical background with proven troubleshooting skills

As required by the equal pay and transparency acts in those states that require it, the expected base salary for this position is:

Base Salary Range - $100K – $120K

The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions.

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