IT Systems Operations Team Leader

IT Systems Operations Team Leader 

Location: Roswell, GA; Sylacauga, AL; Marble Hill, GA (hybrid schedule, onsite 3 days/week required)

Summary:

This position is part of the Global IT organization in the Infrastructure team. 

The IT Systems Operations Team Leader is responsible for overseeing the day-to-day operations of the IT infrastructure, ensuring system reliability, performance, and security across all IT and Industrial / Operational systems of IMERYS. 

This role leads a team of IT professionals and collaborates with other IT departments and business stakeholders to align IT operations with business objectives. 

The team will be responsible for the following key areas: 

• Support SysOps and IT-OT infrastructure in their regions (Run operation) 

• Provide SysOps and IT-OT support in other regions during high-impact incidents that occur within their working hours (Run Operation) 

• Assist with out of hours maintenance in regions that overlap with team normal working hours (Run Operation) 

• Ensure global alignment on SysOps and IT-OT infrastructure (Run Operation) 

• Participate to delivery of projects when it is requested 

Key Tasks and Responsibilities 

Team Leadership 

• Lead, mentor, and manage a team of IT systems administrators and support staff. 

• Oversee team presence, workload, and performance through weekly follow-ups and regular reviews.

• Assign resources to projects and tasks in collaboration with PMO sessions. 

• Drive professional development through training, objective setting, and annual reviews.

Service Delivery & Systems Operations 

• Ensure reliable, secure, and efficient operation of enterprise IT infrastructure. 

• Manage incident response and problem resolution processes, adhering to SLAs. 

• Provide support to regional managers during high-impact incidents and ensure "follow-the-sun" support for global Imerys infrastructure systems. 

• Monitor and report on weekly KPIs, including: 

• ○ Backup failures and resolution times. 

• ○ Service delivery metrics and ticket resolutions. 

• ○ Patch management and administration. 

• ○ Monitoring tool KPIs (e.g. OpManager, Site24x7) for system availability, performance, and capacity.

• Oversee changes to infrastructure, assessing risks and minimizing business impact. 

• Maintain up-to-date IT documentation, including operational manuals, inventories, and CMDB integrity, review and certify support documents provided by Infrastructure Architecture teams for conformity with SysOps standards. 

• Supervise and execute routine maintenance, backups, patches, and system upgrades. 

• Collaborate across teams to ensure minimal production impact during updates or system changes.

Disaster Recovery & Business Continuity 

Design, test, and execute backup and disaster recovery plans. 

Conduct hands-on disaster recovery drills and resolve backup issues to ensure readiness.

Collaboration & Stakeholder Engagement 

• Collaborate with IT teams, business units, and stakeholders to deliver effective IT services.

• Support regional managers during high-impact incidents and ensure "follow-the-sun" support for global systems. 

• Travel to regional sites for hands-on operations, stakeholder meetings, and project support, sometimes on short notice. 

Continuous Improvement 

• Analyze KPI data to identify and implement operational improvements. 

• Conduct Root Cause Analysis (RCA) for recurring incidents and identify corrective actions. Recommend and enforce optimized processes, solutions, and IT policies. 

• Contribute to obsolescence management and implement emerging technologies. 

Other Responsibilities 

• Manage vendor relationships and contracts related to IT systems. 

• Provide input on IT project planning and execution in alignment with SysOps standards.

• Ensure out-of-hours availability to address major incidents or emergencies as needed. 

• Manage virtual IT resources, AWS accounts, containers, and orchestrators (training provided).

Job Specifications 

Essential 

• 5+ years of experience in IT systems administration and operations and robust expertise in managing and optimizing enterprise-level IT infrastructure operations. 

• 2+ years of team leadership or management experience 

• Strong knowledge (hands-on and technical) of IT infrastructure, including networks, servers, and cloud technologies 

• Understanding of virtualization technologies and cloud platforms (e.g., VMware, AWS, Azure)

• Experience with ITIL framework and IT service management principles 

• Proficiency in IT monitoring and management tools 

• Knowledge of automation and scripting languages (e.g., PowerShell, Python) 

• Familiarity with cybersecurity best practices and risk management 

Travel expectations 

15% time of travel, flexible travel plan, mainly to regional sites, sometimes in short notice