Expert IT Operations Service Manager

Requisition ID # 155270 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

Customer Privacy department within PG&E Information Technology organization supports the Safety, Risk, Regulatory, & Compliance Management business function by developing technical solutions for implementing, operating and maintaining compliance obligations with California Consumer Privacy Act (CCPA) and California Privacy Right Act (CPRA) across all software solutions in PG&E. Complying with data privacy regulations has required PG&E to establish cross-functional capabilities like data inventory, data lineage, data retention and proactive disposition.
 

Customer Privacy IT team manages IT support for Privacy platforms used to deliver on CCPA/CPRA regulations. We support the platforms used by the Ethics and Compliance business function in PG&E, towards meeting regulatory commitments. Operationally, this includes day-to-day operational support, vendor co-ordination, as well as enhancements to platforms required to fulfill Privacy requirements. Some examples of Privacy requirements we support include, individual rights under CCPA/CPRA, data loss investigations, provide more oversight into our vendors’ activities, and help collect insights into how PG&E internal systems handle PII data. This also includes supporting integration of Privacy platforms to other PG&E systems, that help automate processes used to assess Vendor Privacy risk profile and mitigate any risks identified.
 

Our mission statement is to safeguard personal privacy at PG&E through comprehensive privacy and data access governance, enhancing controls that protect customer and employee personal information, while raising employee awareness to the sensitivity regarding the importance of privacy.

 

Position Summary

The Information Technology Operations Service Manager, Expert functions as the key subject matter expert in the designated technology areas and works to provide strategic and tactical operational direction for the Customer Privacy IT operations team. Develop and maintain relations ships with the vendor teams. Produce reports and visual management boards to measure and track KPIs and KRIs. Periodic review and approve, right access to Privacy systems. Run daily operating review for operations team. Daily operational support activities, patching, vulnerability management, shift-left planning and execution.

 

The service manager has overall responsibility for supporting PG&E's Customer Privacy business team’s vision by improving service quality, providing root cause expertise, analysis, and leadership for quality implementations of new technology, while focusing on reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies. The responsibilities include but are not limited to analysis, oversight, and coordination of escalated operations events related to privacy applications in IT and supporting infrastructure.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. 

A reasonable salary range is:

Bay Area Minimum: $118,000
Bay Area Maximum: $188,000

 

Job Responsibilities

• Provides advanced consulting and guidance during the detailed design, build, test, and deploy phases of privacy related systems.
• Collaborates with team or leaders to work on issues, projects or activities.
• Works to address the needs of Customer Privacy business and develops comprehensive solutions/offerings that address complex needs across all partner teams.
• Ensures work in department is carried out using established processes, practices and procedures as directed.
• Acts as a liaison between various departments and cross functional teams.
• Identifies, defines and translates detailed performance critical use cases, test cases and test scripts and ensures it meets standards.
• Conducts review of regulations, standards, procedures, records, data, and other documents relevant to audit scope, objectives, and criteria.
• Fields inquiries from users about problems with applications/software by assessing nature and scope of issue reported and determine potential resolution.
• Provide operational subject matter expertise on OneTrust modules – PIA, TPRM, Data