Title: Operations Manager (Hybrid Schedule)

State Role Title: Salary Non-Specified

Hiring Range: 148,000-185,000

Pay Band: UG

Agency: Virginia Retirement System

Location: Virginia Retirement System

Agency Website: www.varetire.org/careers

Recruitment Type: General Public - G

Job Duties

The IT Operations Manager oversees the day-to-day operation, maintenance, and optimization of production applications and systems, with primary responsibility for system performance after release. This role leads a team of production support professionals, manages service delivery, monitoring, incident and problem management, and implements best practices in IT governance, security, and disaster recovery. The IT Operations Manager is accountable for post-production system health, operational metrics such as uptime and SLAs, root cause analysis, and continuous improvement to ensure reliable, secure, and efficient IT services in support of organizational objectives.

• Lead, manage, and mentor IT operations teams responsible for the day-to-day support and maintenance of applications, ensuring high availability, service quality, and achievement of defined operational performance targets.
• Oversee the operational lifecycle, support model, and performance of myVRS and related enterprise systems, ensuring application stability, capacity planning, performance optimization, and timely resolution of operational issues.
• Partner with customer Business Managers and agency stakeholders to support new business initiatives, operational enhancements, and service improvements, translating business needs into operational readiness plans and support strategies.
• Collaborate closely with Development and DevOps teams to align deployment, automation, CI/CD pipelines, and release processes with established operational standards, change management practices, and production support requirements.
• Coordinate with Database Administration (DBA) teams to ensure data availability, performance optimization, secure backups, and disaster recovery readiness for myVRS applications.
• Work with Production Support and Service Desk teams to proactively manage incidents, conduct root cause analysis, implement corrective actions, and reduce repeat issues through long-term operational improvements.
• Establish, manage, and continuously improve IT operations processes using industry-standard frameworks and tools (e.g., ITIL, Jira, Azure DevOps), ensuring consistency, efficiency, and audit readiness.
• Monitor, analyze, and report on service levels, KPIs, and operational metrics, providing leadership with actionable insights to support performance management and data-driven decision-making.
• Ensure compliance with state security policies, regulatory requirements, and IT governance standards, proactively managing operational risks and supporting audit and compliance activities.
• Foster strong collaboration across cross-functional teams including Development, QA, DevOps, DBA, and Support, promoting a culture of accountability, continuous improvement, and customer-focused service delivery.

Minimum Qualifications

Bachelor’s degree in information systems, computer science or a closely related field.

Minimum of seven (7) years of progressive experience in IT operations, application support, or production systems management, including at least three (3) years in a supervisory or lead role overseeing enterprise application operations.

Additional Considerations

Preferred Knowledge and Skills: SDLC, ITIL, data architecture and data warehouse.

Demonstrated experience in the following: .Net Core .Net, Java, Azure DevOps, SQL server frameworks, Web UI, etc. Proficient with Microsoft Office Suite including SharePoint.

Ability to ascertain and meet customer expectations. Ability to work effectively and independently in a fast paced environment where priorities can rapidly change. Communicate effectively orally and in writing to a diverse group. Excellent analytical and troubleshooting skills to identify and resolve technical issues.
Collaborate with cross-functional teams and clearly articulate technical concepts to non-technical stakeholders.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

VRS is unable to provide sponsorship for this position now or in the future. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future.

The current hybrid schedule for technology employees is 3 days onsite in Richmond, VA (Tuesday, Wednesday and Thursday) and 2 days remote (Monday and Friday). All employees must be able to work the current hybrid schedule and report to the office as needed on designated remote days.

Contact Information

Name: Human Resources

Email: careers@varetire.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.