IT Operations Lead (Hybrid)

Detroit Labs was founded in 2011 with a vision for building digital products, services, and the teams that power them. We create digital solutions that transform the way our clients do business. We build genuine relationships based on respect, trust, and results. We foster a diverse and inclusive culture that values people - providing them with the tools, resources, and support they need to thrive professionally, exceed client expectations, and be themselves at work. We have a variety of client teams we work with ranging from startups to Fortune 500 companies so there are always new and exciting projects going on.

Detroit Labs OnSite Business Unit is looking for an experienced IT Operations Lead to join an exciting project with an existing client that drives game-changing automotive technology. This role will work on connected vehicle services for customers owning vehicles with connected capabilities across the USA and Canada. These systems consist of several backend, frontend, and middleware applications. The systems integrate with the connectivity units inside the vehicle, and enable features like the ability to remotely start the vehicle, view parking locations, Alexa voice commands, and many more. As a full time member of our OnSite Business Unit team, we prioritize your individual career growth by providing optional check-in support, a yearly retro, and access to a variety of learning resources to ensure you are always growing and working towards your goals.

This is a full-time salaried hybrid role located in Auburn Hills, MI. The role requires your presence in the office for at least 2 days a week.

Requirements

• 8+ years of IT program management and leadership experience focused in operations and incident management
• Experience utilizing the Information Technology Infrastructure Library (ITIL) framework to track, manage, and deliver technical services effectively
• Proficient in incident and team management, able to promptly address unexpected events or service disruptions and efficiently restore services to their normal operational state
• Experience managing operational KPIs and SLAs to support overall business performance
• Experience assessing, selecting, and collaborating with external technology partners and vendors to meet IT needs and ensure commitments are held up
• Experience identifying and utilizing top infrastructure monitoring systems/software to ensure optimal performance and proactive issue resolution
• IT support proficiency, Including ticketing, issue identification, and troubleshooting for both internal team members and customers
• Experience reporting overall performance to top-level management, including C-level executives
• Knowledge of core technologies, including AWS, Java/J2EE, and web services, with the ability to understand these technologies at a sufficient level to effectively guide and coordinate team members (direct coding expertise is not required)
• Understanding of system integration concepts, especially API specifications
• Experience with product-based delivery of cloud services and operations
• Understanding DevOps practices and experience supporting operations automation
• Experience in the full system lifecycle, from planning to operations
• Detroit Labs is not currently able to hire candidates who will reside outside of the United States during their term of employment

Responsibilities

• Manage and oversee support teams and incident strategies to achieve successful outcomes and minimize downtimes
• Provide clear and concise performance reporting to C-level executives
• Provide direction and guidance to AMS Support team, overseeing the coordination of troubleshooting efforts to address and resolve system issues
• Increase maturity of service delivery and service management in multi-vendor and global cross-functional teams
• Manage operational KPI's, and SLA's, ensuring business goals are met
• Proactively seek out incident trends and work with technical teams to resolve larger umbrella issues
• Optimize reporting for operational monitoring. Ensure appropriate tools are being utilized to create efficiencies
• Communicate effectively through various channels, including written, oral, and presentations
• Create flow diagrams to create an operational view of the functionality
• Perform operational tasks like monitoring, analysis, reporting, and prompt attention to issues
• Navigate complex global ecosystems to achieve desired results

Benefits

• The salary range for this role is from $125,000-$155,000 commensurate with experience
• Full medical, dental, visio