Shift Leaders

IT Operations Manager

IT Operations Management roles

Technical Operator

This term is used to refer to any staff who performs day-to-day operational tasks in Technical Management. Usually, these tasks are delegated to a dedicated IT Operations team, and this role is therefore discussed in paragraph 6.6.3.4 on IT Operators.

The following roles and needed in the IT Operations Management area:

An IT Operations Manager will be needed to take overall responsibility for all of the IT Operations Management activities, which include:

• Operations Control, which oversees the execution and monitoring of the operational activities in the IT Infrastructure. This can be done with the assistance of an Operations Bridge or Network Operations Centre. In addition to executing routine tasks from all technical areas, Operations Control also performs the following specific tasks:
• Console Management, which refers to defining central observation and monitoring capability and then using those consoles to exercise monitoring and control activities
• Job Scheduling, or the management of routine batch jobs or scripts
• Backup and Restore on behalf of all Technical and Application Management teams or department and often on behalf of user s
• Print and Output management for the collation and distribution of all centralized printing or electronic output.
• Facilities Management, which refers to the management of the physical IT environment, typically a Data Centre or computer rooms and recovery sites together with all the power and cooling equipment. Facilities Management also includes the coordination of large-scale consolidation project s, e.g. data centre consolidation or server consolidation projects. In some cases the management of a Data Centre is outsourced, in which case Facilities Management refers to the management of the outsourcing contract.

The role of the IT Operations Manager is to:

• Provide overall leadership, control and decision-making and take responsibility for the IT Operations Management teams and department
• Report to senior management on all IT Operations issues
• Perform line-management for all IT Operations team or department managers/supervisors.

Many IT Operations areas will work extended hours – on either a two- or three- shift basis. In such cases a shift leader will be needed on each of the shifts, to perform the following activities:

• Take overall responsibility for leadership, control and decision-making during the shift period
• Ensure that all operational activities are satisfactorily performed within agreed timescales and in accordance with company policies and procedure s
• Liaise with the other shift leader(s) to ensure handover, continuity and consistency between the shifts
• Act as line-manager for all Operations Analysts on his/her shift
• Assume overall health and safety, and security responsibility for the shift (unless specifically designated to other staff members).

Дата добавления: 2014-12-23