ITCC TECHNICAL MANAGER ? OPERATIONS
JCPENNEY HOME OFFICE, PLANO, TX
I. BASIC FUNCTION:
Directs the hour-to-hour shift activities of the Information Technology Control Center (ITCC), acts as the main focal point for ITCC operating
activities, providing direction and making sound, real-time decisions that have an impact on all end users, and directs vendors and other
support groups as needed to minimize outages.
II. PRINCIPAL RESPONSIBILITIES:
1. Ensures availability and proper function of company data processing and network communications resources in an operation by
exception environment, and is responsible for minute-by-minute review of and setting priorities in Operations, allocating resources, and
making real-time decisions that impact all users.
2. Ensures timely and accurate problem resolution, sets priorities, ensures adequate documentation is maintained and escalates
problems, when required, to minimize client impact.
3. Ens ures all production job schedules are completed on a timely basis and all on-line applications are available to meet company
performance objectives.
4. Ensures shift resources are available to manage the workload and communicates and provides shift turnover status. Monitors and
directs changes to the data processing environment.
5. Ensures that ITCC associates have adequate training and direction to support the client.
6. Drives support groups and vendors real time to obtain required support to resolve outstanding problems.
7. Evaluates skills and productivity of reporting associates, providing direction and feedback for continued improvement and growth.
8. Ensures adequate documentation is gathered as problems are researched and worked.
III. KEYRELATIONSHIPS:
1. Interfaces with ITCC associates and other areas to ensure day-to-day availability of company data processing resources while
functioning in an operation by exception environment.
2. Works with Technical Support groups, and Systems Development groups to ensure timely problem resolution.
3. Works with various vendor groups to ensure vendor lives up to contractual agreements and responds appropriately to outage
conditions.
Qualifications:
College degree or equivalent work experience is required. A major in computer science is preferred. 10+ year's data processing experience in a large, multi-platform and complex data processing environment with a history of increasing responsibility.
Practical knowledge of scheduling, automation, and change control.
Working expertise in individual and team development, identifying and fulfilling training needs, performance appraisal / goal setting, disciplinary actions, coaching, delegating, recognition, team building, staffing, conflict and problem resolution.
Analytical and problem solving skills; Written and verbal communications; Ability to creatively adapt technology t o meet the business needs.
Experience in managing a large number of issues in a real time manner, prioritizing accurately so as to minimize impact to the customers of the IT platform and performing real time allocation of human resources to meet the needs of the real time environment. To Apply to this job go to http://www.GadBall.com or click here