Leader will have a good understanding of: Change management, Emergency response, Training program development, Corrective Action Program (CAP)Process improvement. The leader must have the flexibility to work shift work as this role may move to a rotating shift model that will provide oversight 24x7.
Shift supervision
- Supervises IOC staff during assigned shift ensuring that adequate coverage is maintained during the shift
- Ensure that all required reports/functions are completed in required timeframe during the assigned shift
- Dedication and ownership of open cases and keep commitments to customers
- Provide input on improving operational processes
- Be prompt and available during scheduled hours to ensure support coverage
- Perform on call coverage as scheduled
- Provide accurate reporting in cases and service work orders
- Performs as delegate in the absence of the IOC Manager.
- Performs training and mentoring for junior technicians
- Identify root cause and analysis of trending issues
Other duties as assigned
Monitoring role
- Interacts with monitoring and tools team to better define current and future tools suites:
- Track identified issues with monitoring and tools, keep engaged with tools team and drive to resolution
- Other tools-keep in front of technology shifts
Incident management
- Responsible for becoming the onsite Incident Manager for any events that occur during your shift (After hours, until properly relieved)- this includes:
- Actively manage the event from start to resolution
- Understand the situation and assess the impact on the business, APS wide
- Determine and mobilize the types of resources and levels of competencies needed for initial triage
- Identify risk of potential damages and prepare mitigation plans
- Utilize problem identification techniques to identify cause of failure (If cause is unknown)
- Plan activities to restore service
- Ensure that all activities are documented
- Determine who needs to be informed
- Prepare messages
- Oversee restoration
- Facilitate after action meetings and reports
- Opening and recording conference bridges
- Prepare event timeline
- Contacting required engineers/technical groups to bring expertise together to resolve the issue
- Preparing an Outage Summary Report to brief upper management on the event, updates to the event and event resolution
Communication & Reporting
- Oversee preparation of hourly status report for management that includes
- Alerts received from monitoring tools
- Outage notifications sent accurately and timely
- Specific alert details
- Oversee and prepare shift handoff report that includes
- Summary of Outages, Outages, Alerts received
- All maintenances occurring during the shift
- Pertinent shift details
- Any information that needs to be passed between shifts
- Taking technical event specific information and translating it into laymen's terms
- Disseminating information to predefined distribution list of APS Executives, Management and technical staff
MINIMUM REQUIREMENTS:
A four year Bachelor's degree in Computer Science, Business or other job related field from an accredited college or university plus eight (8) years progressively responsible directly related experience in area/s of assignment is required to obtain an advanced understanding of information and/or communication systems, operating systems, network communications, equipment and infrastructure. In lieu of Bachelor's degree, a combination of education and experience equaling 12 years is required. Demonstrated leadership skills required. Demonstrated high quality oral, written and presentation communication skills; interpersonal and people management skills; and demonstrated experience in project management. Experience in the development, integration, and support of information and communication systems applications, distributed and mainframe environments, network architecture and sub-systems, distributed and mainframe server architectures cross platform interfaces. Experience in information systems methodologies, systems guidelines and architectures, and technologies. Overall understanding of the company's organizational and operating structure. Familiarity with business units supported by I/S and the services they deliver. Thorough understanding of I/S deliverables, including Infrastructure and applications. Excellent teamwork and collaborative skills.
Nuclear requirement: Any PVNGS employee may be called upon to serve as a member of the Emergency Response Organization (ERO) and will be expected to fulfill their obligation as an ERO member. This is a condition of employment at PVNGS. Roles and Responsibilities defined in Policy 1503 and implementing policy guide are applicable to all PVNGS employees.
Any PVNGS employee may be called upon to support a refueling or short-notice outage. This includes line roles and responsibilities as necessary to execute outage activities.
MAJOR ACCOUNTABILITIES:
- Leads the day-to-day activities of a team in the delivery and maintenance of quality information and communication systems solutions to support Pinnacle West business processes that conform to I/S guidelines and architectures. Ensures 7/24 client support for computer and telecommunications systems consistent with client service agreements and expectations. Ensures preferred technical architecture and business requirements are balanced to provide effective information and communication systems solutions, sound architecture, and cross-system integration objectives.
- Leads the team in the resolution of technical issues by identifying, recommending and implementing appropriate solutions.
- Manages work group costs within approved budget. Continually works to improve department work processes.
- Supports unit level strategic plans that align with corporate and Information Technology plans. Supports client planning process and prioritization for systems technology implementation. Assigns, directs, facilitates, reviews and approves unit work activities to ensure effectiveness and productivity of the work unit. Maintains knowledge and understanding of business processes. Leads work activities to meet client expectations.
- Develops and retains a highly skilled technical team by implementing performance management program and ensuring staff has the technical and business skills to support the objectives of the organization. Develops team and guides their efforts to continually improve the delivery of system solutions. Provides feedback, coaching and training and development opportunities to create a high performing team.
Job ID 20170135
APS
400 North 5th Street
Phoenix
Arizona United States
www.aps.com
