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About the Role

The IT Operations Manager is a highly experienced individual contributor responsible for supporting, enhancing, and maintaining a wide range of enterprise applications, infrastructure systems, and operational technologies. This role works collaboratively across multiple IT teams to provide advanced technical expertise, resolve complex issues, and ensure continuity of mission-critical systems. Although it carries no direct managerial responsibility, this role provides guidance, subject-matter leadership, and operational support across multiple technology domains.

Responsibilities

Supports and assists the IT Director in providing operational oversight and strategic execution.
Assists in planning, implementation, administration, coordination, and communication related to IT initiatives.
May lead select high impact meetings, project reviews, or operational discussions.
Partners closely with SAP functional and technical teams to support integrations, data flows, and business processes.
Works with Infrastructure teams to resolve escalated issues, support system stability, and contribute to technology planning.
Coordinates with Desktop Support, Store Support, and Field IT teams to ensure reliable operations.
Provides advanced support, troubleshooting, configuration, and coordination for a wide portfolio of specialized systems.
Provides advanced troubleshooting across servers, networking, security tools, mobile devices, and IoT platforms.
Assists in monitoring, maintaining, and improving both on-premises and cloud-based environments.
Participates in incident response and root-cause analysis for complex, cross-system failures.
Maintains documentation, system configurations, runbooks, and knowledge bases.
Serves as a technical escalation point for multi-team issues requiring broad system knowledge.
Advises the IT Director and other technology leaders on risks, opportunities, dependencies, and best practices.
Contributes to the planning, execution, and deployment of IT projects.
Serves as the technology expert for cross-functional initiatives.
Manages small to medium-sized technology enhancements independently, including requirements gathering, testing, and coordinating with internal teams/vendors.

Requirements

Bachelor’s degree in Computer Science, Information Systems or related field, equivalent technical certification.
7+ years of broad IT experience across applications, infrastructure, and support operations.
Working knowledge of SAP environments, particularly eWM, SD/LE, ShipERP, Paccurate, or related areas.
Strong understanding of enterprise IT operations: servers, networking, virtualization, security, end-user support, and retail technologies.
Experience supporting multiple specialized or custom applications and operational systems.
Demonstrated ability to troubleshoot and resolve complex cross-domain issues independently.
Strong communication, coordination, and customer-service skills.
Ability to work effectively with both technical and non-technical stakeholders.
Experience working in distribution, warehouse, retail, or manufacturing environments.
Prior IT management/leadership experience strongly preferred.
Experience serving in a team lead role for the work group and/or as a specialist on complex technical and business matters.
Familiarity with AS/400 systems and legacy application maintenance.
Experience supporting IoT, automation equipment, or warehouse robotics.
Background in PowerAutomate or other low-code automation platforms.
Understanding of SAP integration tools, APIs, EDI, or middleware.

Skills

SAP
eWM
ShipERP
Paccurate
Servers
Networking
Virtualization
Security
End-user support
Retail technologies
PowerAutomate
AS/400
IoT
Automation equipment
Warehouse robotics
Low-code automation platforms
SAP integration tools
APIs
EDI
Middleware
8x8
PTLS
Kardex system
Conveyor systems
eSecure
MyPOS
Store Support tools
DC1
Brivo
TotalConnect
QVR
QNAP
Zebra printers
RFID
Dropbox
DCI AS/400 applications

Location

Pleasantville, New York, United States

Work Type

Hybrid
Full-Time

Experience Level

7+ years of broad IT experience
Prior IT management/leadership experience strongly preferred
Experience serving in a team lead role

Education Level

Bachelor’s degree in Computer Science, Information Systems or related field
Equivalent technical certification

About the Company

For over 290 years, ZWILLING J.A. Henckels has offered premium products that enhance the lives of professional and home chefs worldwide.
The company has grown to include a coveted collection of cookware, flatware, glassware and kitchen gadgets.
Tradition, quality, innovation, and craftsmanship are its ingredients for success.
ZWILLING J.A. Henckels is an international industry leader that sells products in 100 countries with the help of ten wholly owned subsidiaries.
ZWILLING has recently acquired global heritage brands —Staub (France), Demeyere (Belgium), Ballarini (Italy), and MIYABI (Japan)— to give its customers access to the most exceptional cookware and cutlery.