Director IT Support, Data Center Operations (onsite - Pleasanton CA)

In addition to the responsibilities listed below, this director level position is also responsible for directing all operations for the National Data Center and leading all aspects of the Data Center site operations, including, but not limited to, the overall stewardship and custodianship of site, physical security, management of budget, KP policies, audits, and interfacing with suppliers on facility requirements, upgrades, changes, and problem resolution. This includes directly managing all data center vendors to include signal cabling standards, queue management, SLA adherence, metrics reporting, and tracking of all associated Minor Work Orders for signaling cable. This also includes directing Data Protection Services within the National Data Centers, including hard disk drive erasure/degaussing process, Critical Awareness training, and raised floor access.

This position will also be responsible for directing and ensuring the completeness and accuracy of financial information and transactions, compliance with applicable laws and regulations, and ensuring effective and efficient operations. This includes negotiating, reviewing, and being a financial disbursement authority for numerous materials and services provided by suppliers/vendors. Additionally, this position will be responsible for Life Safety Compliance; overseeing analysis of data trends to improve data center availability and performance; briefing senior management on the status and progress of process and procedure audits; overseeing regulatory and internal compliance controls to minimize risk; and championing and ensuring compliance with Kaiser data center policies and procedures.

• Directs the operation of multiple units and/or departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; gaining cross-functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources;  setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; and ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies.


• Demonstrates continuous learning and maintains a highly skilled and engaged workforce by aligning resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating teams; preparing individuals for growth opportunities and advancement;  staying current with industry trends, benchmarks, and best practices; providing guidance when difficult decisions need to be made; and ensuring performance management guidelines and expectations drive business objectives and results.


• Oversees the service delivery process and outcomes for first, second, and third level support for products and applications.


• Follows, oversees, and approves the development of standard operating procedures.


• Directs key performance indicators (e.g., performance, availability, capacity) efforts.


• Oversees troubleshooting efforts and collaboration with other IT groups.


• Oversees efforts to analyze and prioritize incoming requests and alerts.


• Oversees resolution proposal to prevent issue recurrence.


• Provides overall direction and guidance in tracking and documentation by monitoring resolution of problems to achieve closure.


• Oversees analysis of incident data and trends to help prioritize efforts to improve system availability and performance.


• Oversees departmental and enterprise changes to the production environment, according to established change control processes.


• Oversees recurring and escalated problems.


• Oversees meetings with multiple vendors to resolve service failures or issues.


• Directs execution of disaster recovery and business continuity processes and events.


• Oversees after hours on call support.


• Oversees vendor invoices.


• Oversees information distribution (e.g., procedures, installation, configuration) related to new technology.


• Sponsors the use of a knowledge repository for technical support.


• Oversees procedures for incident escalation.


• Oversees the development of plans and coordinates resources for special projects with vendors.


• Oversees the documentation of workarounds for problem records and changes to proactive processes.


• Oversees vendor performance and provides direction for service improvements or revisions to strategy.


• Oversees vendor systems access.