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Job Purpose and Impact

• The Senior Professional, Operations job supports the operation of the organization's infrastructure and technology services through operational analysis, issue coordination, documentation management, and stakeholder engagement.  With minimal supervision, this job monitors service performance, maintains critical facility and operational information, supports resolution of complex issues, and contributes to operational and strategic initiatives. This job collaborates with plant stakeholders, vendors and internal teams to improve service delivery, operational effectiveness, and overall customer experience.

Key Accountabilities

• MONITORING INFRASTRUCTURE PERFORMANCE: Leads infrastructure and operational performance monitoring to maintain smooth and efficient operations, applying tools and reporting to track service performance, identify issues, and ensure effective delivery of technology services.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and supports resolution of complex issues affecting plant technology, including performing root cause analysis activities and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Leads monitoring and responding to technology incidents, outages, and performance alerts, including categorizing issues, and facilitating technical teams for timely resolution.
• PROTOCOL ANALYSIS: Performs complex analysis of operational data, technology trends, and service performance information to identify issues, support decision making, and improve operational effectiveness.
• CONFIGURATION & DEPLOYMENT: Support deployment of new hardware, software, and technology initiatives while ensuring compatibility with existing systems, maintaining documentation and coordinating implementation activities.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve complex issues and improve performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Validates the documentation of facility information, site profiles, technology issues, resolutions, and performance trends; reviews and provides reports to stakeholders to inform decision making and improve operations.
• BACKUP & DISASTER RECOVERY: Supports backup, disaster recovery, and operational continuity activities to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Leads information technology projects, such as system upgrades, process improvements, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Develops or supports automation solutions, tools, and reporting capabilities that streamline operational processes, improve data quality, and increase efficiency.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.