Job Description
| OCLC Online Computer Library Center Inc is a nonprofit membership computer library service and research organization dedicated to the public purposes of furthering access to the worlds information and reducing information costs Tens of thousands of libraries around the world use OCLC services to locate acquire catalog lend and preserve library materials We are currently seeking a Operations Services Delivery Manager at our Corporate Headquarters located in Dublin Ohio This position is a fulltime position with hours of 700 pm to 700 am with an alternating schedule of 3648 hours every other week The major purpose of the Operations Service Delivery Manager (OSDM) is to ensure that the right processes procedures and technical staff are in place to ensure the highest availability and quality of service for the global service delivery platform This platform includes both OCLC and nonOCLC assets and services and forms the foundation from which all OCLC products and services available to patrons and members are offered Operations Services Delivery Manager (OSDM) ndash is the Data Center Shift Manager who is the primary focal point and contact for all activities in the Data Center Outside normal business hours (85) the ODSM is the only manager onsite and is responsible for all decisions pertaining to the Data Center online systems and services This position is a ldquotechnical working managerrdquo and is expected to not only lead the shift but also work with the team on delivery and implementations The OSDMrsquos are required to have a thorough understanding of the service delivery platform (multiple data center hosting facilities and networks that support interdata center traffic) as well as the services that utilize that platform The OSDMrsquos are required to spend a significant amount of time in training both formal and informal on OCLC products and services in order to be the subject matter expert from an operational viewpoint ODSMs must be able to adjust hours of work to accommodate the workload requirements This may include resetting priorities adjusting resource assignments or the work scheduled for the shift RESPONSIBILITIES Monitor platform and service performance respond quickly to anomalies that may jeopardize service performance (thus avoiding preventing outages) and properly triage diagnose root cause then expedite remediation including notification and escalations when problems occur They are required and authorized to contact service providers to open problems tickets escalate and otherwise be the focal point for rapid problem remediation Direct activities of assigned shift personnel in performing Global Data Center(s) tasks and activities in accordance with position and workload Provide daily status reports on changes and incidents (turnover report) and ensure a smooth transition from one shift to the next to maintain continuity Ensure business continuity readiness through monthly testing Central point of coordination for the review and implementation of scheduled installs out of cycle installs emergency installs rollouts operating system patches software and hardware upgrades across multiple data centers Management and supervision of the Operations and Production Control staff on the assigned shift including recruitment motivation scheduling development and evaluation Development of staff work schedules training and development plans setting goals and objectives conducting performance appraisals developing corrective or disciplinary action when necessary to resolve unacceptable performance or behavior They are expected to seek management assistance on disciplinary issues and needs when needed Overseeing all data center problem resolution and escalation researching production problems and initiating corrective action to resolve problems by analyzing the problem and determining severity Ensuring the right processes procedures and effective monitoring of the OCLC services are in place to optimize staff time and service availability Lead periodic reviews of processes and procedures with focus on continuous improvement Lead implementation of ITSM processes in their team Participate in divisionwide planning for ITSM implementation Maintain current operating procedures and ISO9001 standards centralize status information and resource availability data Develop document and implement procedures and policies needed to support a 24x7x365 Data Center Perform operational change management functions Operations reporting ndash responsible for ensuring that proper reporting is established and effective communications maintained Execution Reporting ndash responsive for defining and improving operational metrics for team Daily Outage reporting QUALIFICATIONS Position requires a bachelorrsquos degree in computer science with 5 to 7 years as a data center shift lead or manager managing a global service delivery platform Indepth understanding and working knowledge of service oriented architecture and distributed systems Indepth understanding and working knowledge of Linux front end web services such as Apache TomcatMule and databases such as Oracle and MySQL Proven experience in managing fault isolation and problem remediation in a complex service delivery platform Ability to perform post mortems and create and implement preventative and corrective actions Strong analytical ability and ability to learn new technical applications Must have a thorough knowledge of data processing techniques and be able to make onthespot decisions to ensure schedules are met and equipment is maintained Must be highly attentive to detail work in a multitask environment and work in a team environment Position requires a self starter with high motivations and drive and the ability to lead and motivate a team Must possess excellent written and verbal communication skills with the ability to lead diverse IT teams and groups Must be able to work shift schedule to cover a 24 x 7 x 365 daysyear work schedule This includes scheduled or oncall weekends evenings and nights holidays and inclement weather emergencies |
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