Senior Manager, Customer Web Operations

Requisition ID # 164108 

Job Category: Information Technology 

Job Level: Senior Manager

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.  Customer Web is responsible for PG&E’s customer and external facing websites. 

Position Summary

Oversees maintenance and operations of customer facing web systems. Lead employees and contract resources to maintain critical application operations, responding and resolving incidents, investigating and documenting root causes and planning and deploying fixes.  Manages O&M budget, vendor contracts and relationships that support application operations. Stays updated on emerging technologies to optimize application performance. 
 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. We would not anticipate that the individual hired into this role would land at or near the top half of the range described below, but the decision will be dependent on the facts and circumstances of each case.

A reasonable salary range is:

Bay Area Minimum: $159,000.00

Bay Area Maximum: $271,000.00

Job Responsibilities

• System Monitoring and Performance Management.  Actively monitor application performance metrics, identify potential issues, and implement corrective actions to maintain system uptime and stability. 
• Incident Management:   Lead the response to application incidents, troubleshoot problems, coordinate with relevant teams to resolve issues promptly, and document solutions to prevent future occurrences. Accountable for system stability, performance, and customer satisfaction. Will need to provide 24x7 escalation support.
• Application Defect fixes, Upgrades and Defect fixes:  Oversee the planning, testing, and implementation of application updates and upgrades, ensuring seamless transition and minimal disruption to users. 
• Support application development teams and service introduction:   Supports product delivery teams’ application implementations with service introduction activities, quality reviews, governance to standards, ensuring hand-offs go through the proper process and knowledge transfer to operations.
• Application Lifecycle Management and Capacity Planning:   Maintain asset data and certifications.  Manages the identification, analysis, valuation and execution of system investments for project delivery and support operations. Supports the execution of technology roadmaps.  Proactively assess application capacity needs, scale application infrastructure as required, and optimize resource allocation to handle increased demands. Conducts analyses of asset deployment, usage and acquisition, and the disposition of non-performing assets; evaluate and assess risks as part of the life cycle analysis of portfolio components.
• Application Security Management:  Enforce application security policies, implement security patches, and coordinate vulnerability fixes.  Collaborates with security teams on risk mitigation plans. 
• Vendor Management:  Manage relationships with application vendors, negotiate contracts, ensure service level agreements are met, and address vendor performance issues.   Develops and manages service level agreements with business partners, product development team and Operation Support Vendors.
• Compliance and Audit Support:   Ensure application operations comply with relevant industry regulations and standards and collaborate with compliance teams on audits. 
• Reporting, Monitoring, and Analysis:  Generate reports on application performance metrics, establish processes and catch back plans to meet performance targets. 
• Team Leadership and Cross Team Collaboration:   Lead and mentor a team of employees and consultants fostering a collaborative work environment. Ensure that support staff / contracts are in place with the necessary skills needed.    Establishes individual and department objectives that are aligned with organization goals. Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.

Qualifications

Minimum:

• Bachelors Degree in Computer Science or job-related discipline or equivalent experience
• 8 years experience in IT-Information Technology projects, large projects
• Proven experience in managing critical system operations for an enterprise

Desired:

• Strong technical expertise in web application technologies, including Adobe Experience Manager, Salesforce, Mulesoft, AWS and Java based applications.
• Solid understanding of ITIL or other service management frameworks
• Leadership experience in IT.  Leadership abilities to manage and motivate a technical team 
• Utility industry experience

• Excellent problem-solving and analytical skills to diagnose complex technical issues 
• Strong communication and collaboration skills to work effectively with cross-functional teams