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Wolters Kluwer IT Operations Manager- SOC2 IT Security in Austin, Texas

This position can be 100% remote within the U.S.

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

The Wolters Kluwer Global Business Services (GBS) organization provides global corporate shared technology functions and services. The Global Infrastructure and Operations (GIO) division provides worldwide IT operations services across all WK business units. We are the company’s leaders in technology operations, architecture, infrastructure, cloud services, Application Operations, support and integration promoting team collaboration and best practices to drive results and enhance operational excellence.

We are seeking an IT Operations Manager who is eager to lead a diverse set of disciplines and responsibilities from SOC2 Compliance, Infrastructure Security Operations, Production Support, Operations, AppOps and Portfolio management. The scope of responsibilities includes managing staff and ongoing support operations, standardization of tools, configuration management, deployments, CI/CD pipeline management, managing platforms, upgrades, environment readiness, and improving overall production support and application performance. The candidate must have strong leadership skills along with technical knowledge in the areas above.

In this role the candidate will focus on several key areas for multiple Business Units:

Compliance and Regulatory . Provide leadership and management of SOC2, SOC1, ISO27001 and other regulatory audits. Develop, manage and maintain audit documentation, reports, technology SOPs and processes for the necessary audit requirements for each application under the GRC IPM team.

Production Support. Provide leadership to an onshore/offshore software team focusing on the maintenance of a large suite of applications. The focus in this area is in managing multiple computing environments from non-production to production to DR. This includes the planning, analysis, implementation, and testing of environment changes as well as the isolation of application issues for later resolution by development teams. The software stack is primarily an ASP/.Net/C# environment. You will serve as a key resource for escalation support and technical operations including project resources (partners, subcontractors or staff), risk management and resource management (internal and partners). You must be able to coordinate between a variety of technical and non-technical experts.

IT Operations. In this role the candidate will focus on operational readiness, application support, and AppOps adoption, managing the application portfolio and configuration management. Work with other managers and engineers to develop improvement and expansion plans. Work hands-on to plan and implement these changes including creating new VMs, expand storage, coordinate with release teams and DBAs on new capabilities. Provide proactive production monitoring and corrective actions.

Thought leadership. In this role, the candidate will be called upon to provide thought leadership in a variety of areas and engage in strategic and tactical discussions / engagements with the BU teams. Examples of such needs include contributing to acquisition integrations, conducting platform upgrades or re-hosting, cloud strategies, analyzing and driving cloud migration efforts, and conducing DR planning and testing.

Our ideal candidate bridges development, operations, support, and customer relationship. This candidate feels comfortable in a development capacity and also understands the ITIL framework and its implementations. A strong interest in continuous improvement is required and an orientation towards a DevOps model of working is strongly desired.

Key Responsibilities:

  • Ensure day to day operations and support functions are appropriately staffed and SLAs / SLOs are being met

  • Ensures all audit documentation and audit requirements are met and managed as required

  • Manages staff on a daily basis and on weekends when required

  • Manages and appropriately escalates delivery impediments, risks, issues, and changes associated to product development initiatives and deployments.

  • Open to wearing many hats; from development to solution engineering to project planning to team and resource allocation and staff development.

  • Displays technical leadership and oversight of implementation and deployment planning, system integration, ongoing data validation processes, quality assurance, delivery, operations, and sustainability of technical solutions.

  • Manages application aspect of production, staging and development environments working with infrastructure team including developing and validating compliance with procedures related to disk space usage, monitoring solutions, deployment, conventions, access to the production and development environments, performance monitoring, code modification validation, scheduling, and more.

  • Works across teams and with vendors in order to successfully identify, prioritize, and resolve issues and provide subject matter expertise for enhancements, developments, and operational improvements.

  • Identifies technical and process improvement opportunities and socialize/advocate to get them implemented.

  • Works closely with the development and change management teams on release planning, preparation, validation and post-release monitoring.

  • Resolves conflicts by demonstrating leadership and appropriate decision-making competencies.

Key Requirements:

  • A Master’s degree in Computer Science or another technical discipline or equivalent experience is desirable however candidates with non-technical degrees shall be considered based upon significant job experience. A Master’s degree in a related technical subject a plus.

  • Significant SOC2 / SOC1 Audit expertise. (Experience in creating Audit processes, maintaining audit reports and audit evidence / documentation)

  • 5-7 years technology focused experience in application management and IT infrastructure disciplines or related functions

  • An ability to quickly identify and drive to the optimal solution when presented with a series of constraints.

  • Demonstrated ability in people management, strategic planning, risk management, change management, and project management.

  • Self-motivated individual that possesses excellent time management and organizational skills.

  • Strong cross-functional collaboration skills, relationship building skills, and ability to achieve results without direct reporting relationships. Ability to manage onsite, distributed, and offshore teams required.

  • Strong sense of personal responsibility and accountability for delivering high quality work, both personally and at a team level.

  • Possesses excellent verbal and written communication skills with the ability to interact across a diverse group of stakeholders including development, product owners, business stakeholders and subject matter experts.

  • Possesses expert technical understanding of the intersection of development and operations (SDLC, ITIL, DevOps), monitoring and management tools, and deployment processes and tools.

  • Possesses high level understanding in the areas of web application programming, content management systems, API, databases, and system design.

  • Excellent judgment, analytical thinking, and problem-solving skills.

  • Deployment tools such as Octopus, Puppet, Chef or similar.

  • Monitoring tools such as New Relic, App Dynamics, Dynatrace or similar.

  • Exposure to cloud computing technologies, specifically with Azure and AWS. Rackspace experience a plus.

  • Highly organized and productive.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.