IT Operations Manager remote at New England Center for Children Inc – Southborough, Massachusetts

The New England Center for Children (NECC) is a global leader in autism education and research, providing evidence-based services for over 45 years. The ACE Software System, a web-based platform, extends NECC's expertise, offering tools for assessing student needs, teaching new skills, and measuring progress.

The IT Operations Manager (ITOM) reports to the CTO, and will manage Service Operations, align with ITIL standards, oversee ITIL functions, DevOps initiatives, InfoSec implementations, and vendor management, ensuring the efficiency and security of ACE’s IT operations.

The job is primarily remote and may involve infrequent travel to the Boston office.

Essential Responsibilities:

• Oversee and ensure the efficiency of ACE department IT operations.
• Improve processes and practices, ensuring user-centric product development.
• Provide weekly management updates to the department leadership team.
• Align ACE department with the ITIL framework, managing Alert Management, Problem Management, Availability Management, Capacity Management, Knowledge Management, DevOps, Vendor Management, Service Catalog, Event Management, Incident Management, and SLAs.
• Direct DevOps initiatives and manage ticketing operations without directly performing tasks. Coordinate with developers, QA, and vendors to implement necessary actions.
• Oversee the work of Database Administrators (DBAs) without directly handling DBA tasks.
• Implement InfoSec policies and participate in audits and tabletop exercises as directed by the Global Director of Information Security.
• Maintain or delegate access to sensitive systems, managing changes through coordination with relevant personnel.
• Maintain an IT budget for the ACE Department.
• Write specifications, evaluate, and manage relationships with vendors to support IT operations.
• Oversee monitoring and response to system alerts to ensure prompt resolution and system stability.
• Respond to incidents and alerts according to SLOs, which may include nights and weekends.

Technology Experience:

• Operating Systems: Linux System Administration Mandatory
• Containerization: Docker, Docker Swarm, Cycle, Portainer, or similar products
• Databases: MySQL, PostgreSQL, Redis, ActiveMQ, RabbitMQ, or similar products
• Cloud Services: AWS or similar services
• Networking and Security: VPN, DNS, Cloud Firewalls, Load Balancers
• Monitoring and Logging: Grafana, Kibana, or similar products
• CI/CD: Bitbucket, Bitbucket Pipelines, Depot, or similar services
• Storage: AWS S3, Wasabi S3, or similar services
• Version Control and Collaboration: Git, Bitbucket, or similar services
• Project Management and Issue Tracking: Jira, or similar services
• Alerting and Incident Management: Opsgenie, Slack Integrations, or similar services

Education:

• A Bachelor's degree in Computer Science, Information Technology, or a related field.
• An advanced degree such as an MBA or Master's in Information Technology is a plus.
• A strong understanding of ITIL is required. An ITIL certificate is not required at the time of hire but must be obtained within 1 year.

NECC is a global leader in autism education and research. We provide a comprehensive structure to help children and young adults with autism through evidence-based services in home-based, day, and residential programs, in unison with ongoing research on educational best practices.

NECC is committed to an inclusive culture where all students, employees, families, and partners feel welcome, safe, and valued.
We believe that fostering diversity and equity makes us a stronger, more successful community. For more information regarding DEI at NECC please visit: https://www.necc.org/dei/