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IT Manager Network Operations

Country : USA USA

State : Illinois

County : Will County

Town : Bolingbrook

Category : IT - Web

Contract type : Permanent

Availability : Full time

Company presentation

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

Job description

OVERVIEW

Live the experience. From professional empowerment to continual learning opportunities. From ongoing investment in new and emerging technologies to a career of self-determination. At Ulta Beauty, our tech team is critical to our scalability-and is recognized that way. We've been defined as a "mature start-up." A place where interdepartmental exposure, open doors, and genuine collaboration is ubiquitous. Where challenges come fast and furious, requiring agility, mental dexterity, and creativity. Where our passion for better solutions drives us and is core to who we are.

We're engineering for the future of retail, and it's no-holds-barred. But for those motivated by continual change and ambiguity, by superior leadership, by whip smart colleagues who will press you daily for your very best, you'll find that virtually nothing's impossible at Ulta Beauty.

POSITION SUMMARY:

The Network Manager serves in a leadership position managing off-shore and on-shore resources and will be operationally focused and responsible for the day-to-day activities and the lifecycle management of network hardware/software and licensing. The network manager will also serve as the escalation point and incident manager for network team and will manage tickets, events, and requests primarily for our Network store environment but not limited to Distribution Centers, Corporate offices, Data Centers, and Cloud environments.

CORE JOB RESPONSIBILITIES:


  • Customer Service Support: Ensures that the inventory of components to be supported is complete and current. Creates and maintains policy, standards and procedures for the customer service functions. Responsible for day-to-day management and work allocation to meet agreed service levels. Specifies and applies standards. Ensures that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved. Assesses customer service function and collects performance data. Contributes to the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

  • Availability management: "Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability, and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.

  • Application support: Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.

  • Service Level Management: Creates defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

  • Capacity Management: Reviews service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to control the demand upon a particular resource or service.

  • Incident Management: Undertakes the identification, registration and categorization of incidents. Gathers information to enable incident resolution and promptly escalates incidents as appropriate. Maintains records and advises relevant persons of actions taken.

  • Relationship Management: Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels and ensures that organizational policy and strategies are adhered to.

  • Network Support: Maintains the network support process and checks that all requests for support are dealt with according to agreed procedures. Uses network management software and tools to investigate and diagnose network problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.

  • Problem Management: Undertakes and reviews actions to investigate and resolve problems in systems, processes and services. Assesses problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.

  • Business risk management: Creates risk assessment within a defined functional or technical area of business. Maintains consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and the impact on the business. Refers to domain experts for guidance on specialized areas of risk, such as architecture and environment. Coordinates the development of countermeasures and contingency plans.

  • Business Process Improvement: Analyzes business processes; identifies alternative solutions, documents feasibility, and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.

  • IT Service management: Undertakes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infrastructure components and assesses their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Undertakes maintenance and installation work. Contributes to activities that support operational problem identification and resolution. Provides appropriate status and other reports to specialists, users and managers. Reviews that operational procedures and working practices are fit for purpose and current.

  • Analytics: Maintains appropriate analytical techniques to create information which supports business decision-making. Undertakes formatting and communication of results, using textual, numeric, graphical and other visualization methods appropriate to the target audience.

  • Information Security: Contributes advice and guidance on security strategies to manage identified risks and ensure adoption and adherence to standards. Assesses and acts on vulnerability information and undertakes security risk assessments, business impact analysis and accreditation on complex information systems. Investigates major breaches of security, and recommends appropriate control improvements. Contributes to development of information security policy, standards and guidelines.

  • Capacity Planning: Assesses service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Creates techniques to control the demand upon a particular resource or service.

  • Quality Management: Leads the application of appropriate quality management techniques to identify areas for improvement. Coordinates systematic corrective action to reduce errors and improve the quality of the systems and services, by examination of the root causes of problems.

  • Resourcing: Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation.

  • Performance Management: Supervises individuals by allocating routine tasks and/or project work. Provides direction, support and guidance as necessary, in line with individuals' skills and abilities. Monitors progress against agreed quality and performance criteria.


  • ADDITIONAL RESPONSIBILITIES:


    • Utilizing best practices to improve processes, procedures and standardization to increase availability of services as well as associate satisfaction with those services.

    • Drive culture and provide leadership for the network team to achieve superior business results and accountability.

    • Ensure that staff receives regular performance reviews and the training necessary to carry out their duties and develop within their roles. Responsible for resource planning, resource allocation, recruitment, supervision, coaching, scheduling development, evaluation and disciplinary actions.

    • Define, monitor and report on metrics in order identify support trends.

    • Manage vendor relationships.


    • REQUIREMENTS FOR CONSIDERATION:


      • Bachelor's degree in Computer Science, CIS, or equivalent professional experience

      • 5+ years of IT management experience in support and operations

      • Strong experience in managing IT customer service and support teams, preferably experience with geographically dispersed resources

      • Excellent analysis/troubleshooting skills, able to solve problems efficiently

      • Excellent communication skills; feels comfortable working with non-technical business partners

      • Able to motivate others to drive desired results

      • Strong experience in establishing business processes

      • Demonstrated ability to present recommendations to senior leaders for effective decision making

      • Able to prioritize and execute tasks, while demonstrating poise in a high-pressure environment.

      • Extremely self-motivated and directed, with keen attention to detail.

      • Flexibility of providing support during odd hours, weekends, and peak seasons

      • Off-Hours support including 24x7 on-call required.


      • ABOUT

        At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty's own private label. Ulta Beauty also offers a full-service salon in every store featuring-hair, skin, brow, and make-up services.

        We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

Profile

REQUIREMENTS FOR CONSIDERATION:

  • Bachelor's degree in Computer Science, CIS, or equivalent professional experience

  • 5+ years of IT management experience in support and operations

  • Strong experience in managing IT customer service and support teams, preferably experience with geographically dispersed resources

  • Excellent analysis/troubleshooting skills, able to solve problems efficiently

  • Excellent communication skills; feels comfortable working with non-technical business partners

  • Able to motivate others to drive desired results

  • Strong experience in establishing business processes

  • Demonstrated ability to present recommendations to senior leaders for effective decision making

  • Able to prioritize and execute tasks, while demonstrating poise in a high-pressure environment.

  • Extremely self-motivated and directed, with keen attention to detail.

  • Flexibility of providing support during odd hours, weekends, and peak seasons

  • Off-Hours support including 24x7 on-call required.

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