IT Operations Center (ITOC) Specialist
Hybrid · Portland, Oregon, United States
Job Summary
IT Operations Center (ITOC) Specialist at DTNA leads governance and performance of the ITOC managed service, ensuring SLAs and KPIs are met, coordinating with service providers, and driving data-driven improvements. The role oversees incident management, monitoring, and cross-functional coordination across application, infrastructure, security, and plant IT teams. Responsibilities include leading governance forums, providing executive communications during major incidents, championing automation and AI-driven improvements to reduce MTTR and improve availability, ensuring audit readiness, and contributing to enterprise IT governance and transformation initiatives. Requires a Bachelor’s degree or equivalent experience and 5-7 years of relevant IT operations or vendor-based experience, with hands-on expertise in ITSM (Incident/Problem/Event/Monitoring), ServiceNow, and observability platforms, plus strong leadership and communication skills.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience
- 5-7 years of relevant IT operations, managed services, or vendor-based environments in a 24x7 setting
- Strong expertise in IT Service Management (ITSM), including Incident, Problem, Event, and Monitoring Management
- Proven ability to interpret KPIs, SLAs, and operational data to drive performance and accountability
- Demonstrated leadership in cross-functional coordination during complex incidents and operational challenges
- Strong communication skills for engaging senior stakeholders and translating technical topics into business impact
- Experience operating within structured governance models, including service reviews, escalations, and performance management frameworks
- Hands-on experience with ServiceNow (ITSM/ITOM) and observability platforms
- Experience leading Major Incident Management processes, including executive communications
- Experience driving automation and operational transformation initiatives
- Exposure to data center operations or large-scale enterprise environments
- Leadership of operational maturity improvements during transitions or transformations
- Ability to work in hybrid onsite/remote environments
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