We are searching for a VP IT Operations to join our team.
This role is responsible for leading all operational aspects of infrastructure, network operations, asset management, DR/BCP and operational ITSM practices/processes teams in North America. This includes operational partners supporting key services for McKesson. This critical role defines the practices for day to day health and management of the systems in all raised floor space. The teams reporting to this leader deliver and support provisioning, installation, configuration and technical support, related to infrastructure. These teams install, operate, monitor, troubleshoot and maintain servers, software and technologies in delivering full lifecycle management. This role will work closely with ISRM and Compliance organizations within McKesson as teams participate in security and patch management. Maintaining standardized processes with appropriate run books and documentation for all supported technologies, including those in partnership with other 3rd party support partners. Maintaining Operational Excellence standards and metrics is a key responsibility of this role for McKesson Technology scorecards. The Global ITIL team reporting to this role sets the standards for all that is Incident, Problem, Change, RCA, and Change Management in accordance with McKesson’s Operational Excellence policies.
This position is expected to maintain appropriate strategies for all deployed assets through a thorough and complete Asset inventory in adherence to ITIL processes, governing request, incident, change, and configuration management, thereby creating the master system of record for IT.
This individual will have a diversified background of technical infrastructure experience, demonstrated server systems administration acumen, plus a superior, service-oriented approach. This role will participate in the delivery of 24x7 on-call support for business-critical systems.
This individual will have a proven track record in supporting a broad set of systems and infrastructure knowledge, and be capable of identifying gaps in the delivery of all operational services, and creating mitigations for them.
This role is critical in ensuring end to end DR and BCP practices exist and are exercised with a cadence to meet all regulatory and business best practices.
•Responsible for North America platform operations: Pharms, PS&S, Canada, MMS including data center operations, Azure and GCP. This also includes IT Service Management of our ServiceNow, Remedy and Remedy Force environments, global operations (major incidents, problem, RCA and change request management, MIR3 communications). Manage our operations partner, Atos, as well as Canada and USON operations teams.
•Responsible for all CAB (Change Advisory Board) governance, participation and controls to IA. Owns the support matrix for what is Network Operations support, Server and storage administration, backups, restores, and compute.
•Lead the Operational Excellence governance in Change Management, Incident, and Problem as well as RCAs. This governance is based on a daily operational call (DOM) which requires leaders to discuss openly outages (Severity 1 – business impact) that occurred in the previous day as well as severity 2 level incidents that require immediate attention.
•Provisions compute for on-prem hardware and storage as well as public cloud platforms.
•Owns the support matrix for what is Network Operations support, Server and storage administration, backups, restores, and compute.
•Support data center transformational initiatives as McKesson Tech moves away from on-premise hardware to public cloud platforms.
•Manage the operational support models for private and public cloud platforms; these production acceptance models are critical for application development to process their change requests to move to production.
•Responsible for IT Service and Operations management within ServiceNow. Infrastructure monitoring, events and alerts with Atos tooling as well as USON and Canada tooling.
•Responsible for Operational Health check scorecards that provide details to CIOs as well as metrics for all hardware, storage and compute running their applications.
•Responsible for all that is compliance (patching and security agents) for on-prem hardware as well as virtual and public cloud platforms.
•Develop and maintain critical Asset Management policy, practices and functional excellence in the management of all IT assets
•Establish and maintain DR and BCP policies, practices and functionally exercise plans accordingly.
Typically requires 12+ years of professional experience and 4+ years of management experience
•Minimum 10 years’ experience leading technology teams
•Experience in ServiceNow, multiple technology and operational tools in monitoring and automation of infrastructure processes.
Additional Knowledge & Skills
•Knowledge of public cloud environments preferred (Azure, GCP, AWS)
Bachelor’s degree or equivalent experience