VP, Cloud Infrastructure & IT Operations Job at Oncourse Home Solutions
At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.
As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the CIO, the VP, Cloud Infrastructure and IT Operations is responsible for the design, implementation and support of Oncourse Home AWS cloud infrastructure, cloud services, Digital workplace and IT Operations. As a member of the IT senior leadership team, the VP, Cloud Infrastructure & IT Operations is an influential role, making investment and priority trade-off decisions, negotiating, and managing vendor contracts, and recruiting and developing high performing teams.
In this role, you will mentor, motivate, and grow a high performing team of talented managers, cloud infrastructure engineers, operations engineers, service desk and others to ensure that our cloud infrastructure meets the growing business needs and digital workplace enables M365 and end user computing needs. You will be working tirelessly to ensure high uptime and enabling application development teams with the right tools and access to innovate. You will deliver performance, scalability, security, and access controls that ensures separation of roles in production. The successful candidate will work in a vibrant environment with world-class peers and is expected to display leadership, innovation, and flexibility as well as exceptional problem-solving capabilities.
Located at our office in Naperville, IL our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities include but not limited to:
- Drive operational excellence within the IT organization through a highly disciplined focus on process, metrics, and accountability for technology reliability and performance.
- Oversees public cloud Infrastructure and deployment methods (i.e., pipelines, etc.,) in conjunction with development teams, application owners, network, application platforms, advanced engineering, and any team that is deployed in the public cloud environments
- Recruit, develop and retain high caliber talent, especially for key positions, and develop a succession plan. Design the organization to deliver department objectives with a combination of inhouse team and outsourced services, both onshore and offshore.
- Serve as the operational leader responsible for the organization’s network engineering, tech ops, workplace services, executive IT support, Infrastructure security, and service management. Ensure delivery of critical business services that includes technology infrastructure, core systems and applications supporting the business, as well as technology support services for all employees.
- Establish a multi-account AWS and/or Azure infrastructure to allow internal stakeholders to manage and deploy their own projects safely and securely without heavy dependence on Infrastructure team.
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Identify emerging technology trends, especially in SaaS solutions, cloud computing, automation and DevOps and ensure the company is leveraging them when appropriate to increase efficiency, reduce costs, and drive value.
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Manage vendor relationships and negotiate contracts to procure resources and technology solutions, assuring lowest possible cost of ownership.
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Foster a strong customer service mind-set throughout the application development team, while championing thought leadership and partnership with the business.
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Build a culture of innovation and engagement, focusing on strengthening the organization’s employer brand to position Oncourse Home Solutions as an IT employer of choice.
- Drive Service Management improvements in governance, process, and metrics reporting and service design. Service Management processes within current scope are Incident, Problem, Change, Configuration (CMDB), Release, Knowledge, Service Request Fulfillment, and Event.
- Manage and monitor the IT Operations team, including help desk, field service, asset and inventory management, onboarding/offboarding processes, printer and multi-function device management.
- Develop and Implement IT policies and procedures to ensure that the department operates effectively and reliably. Developing service level agreements (SLAs) for the help desk.
- Collaborate with applications, architecture, security, and product delivery teams to establish a framework that integrates industry best practices for support, change, and incident management
- Collaborate with the other functions within Oncourse such as the Business Operations, Architecture and Service Management & Operations to ensure infrastructure and operations embrace and apply the overarching Oncourse IT strategies.
- Responsibilities will include planning, executing, and managing the migration of legacy applications onto a cloud platform while maintaining business continuity
- Foster a culture of transparency and a sense of purpose among the team, challenging old paradigms while creating clear accountabilities and performance metrics
We're Excited If This Is You
- Passionate for supersonic speed, thinking of solutions outside the box, while constantly challenging the team for quick and nimble outcomes on several priorities simultaneously.
- Self-starter with the ability to adapt interpersonal styles and techniques to influence at all levels of the organization.
- Customer-focused attitude, with high level of professionalism and discretion.
- Ability to maintain strict confidentiality, establish trust and credibility, and act with complete integrity.
- Sound judgment and team problem-solving skills.
- A strategic thinker who can roll up their sleeves and do the work
- Strong organizational planning skills and open to leverage teams from vendor partners, onshore and offshore.
- Building relationships with internal and external stakeholders
Experience and Qualifications of the Role
- 20+ years of experience in leading architecture, design, development, implementation, and support of complex enterprise-class IT solutions
- Minimum 7-10 years of direct experience designing, executing, and supporting AWS cloud Infrastructure and Microsoft O365 solutions.
- 10+ years’ experience in an engineering leadership role including coaching/mentoring of level 2 managers.
- Hands-on experience with a variety of technologies from infrastructure to systems development to cloud architecture and SaaS. Must be able to dive deep with the team and guide the work to ensure a proper delivery of needed outcomes.
- Solid understanding of cloud computing, migration, cloud security and technology systems, as well as experience designing and transferring data and applications to the cloud
- Proven experience in managing IT operations around Service desk, field service, access management, problem, and Incident management and other ITSM aspects.
- Expert in Security, Networking, Server, Backup/DR technologies, and industry best-practices
- Deep experience managing budget, optimizing operating cost, and managing vendor relationships.
- Demonstrated experience transforming IT infrastructure and moving organizations towards a mature cloud-based service delivery model.
- Experience creating technical KPIs, goals, and performance metrics to ensure capacity to scale stable operations while driving continuous improvement throughout the organization
Education
Undergraduate degree in computer science, mathematics, engineering, business, or a related field. An MS, MBA or related advanced degree is preferred.
Undergraduate degree in computer science, mathematics, engineering, business, or a related field. An MS, MBA or related advanced degree is preferred.
Certificates, Licenses, Registrations
- AWS Cloud Practitioner
- AWS Solutions Architect
- CSM / CSSP / CCSP
Competencies:
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
Managing Diversity: Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and gender; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.
Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Building Effective Teams: lends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
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