IT Operations Manager

Company: ZWILLING J.A. Henckels

Location: Pleasantville, New York, United States (Hybrid: In Office:3 days per week)

Department: Information Technology

Reports To: IT Director (Head of IT)

Employment Type: Full-Time

Position Summary: 

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 SAP application support, Infrastructure (Server, Network, Security), Desktop Support, Store Support, and Field/Remote Support teams to provide advanced technical expertise, resolve complex issues, and ensure continuity of mission‑critical systems.

This role plays a unique and highly valuable part within the IT organization, leveraging deep institutional knowledge, cross‑functional experience, and historical understanding of systems and processes. Although it carries no direct managerial responsibility, the Information Systems Administrator provides guidance, subject‑matter leadership, and operational support and continuity across multiple technology domains.

Key Responsibilities

Strategic and Operational Support 

• Supports and assists the IT Director in providing operational oversight and strategic execution when needed.
• Assist in planning, implementation, administration, coordination, and communication related to IT initiatives across applications, infrastructure, and support teams.
• May lead select high impact meetings, project reviews, or operational discussions when requested.

Cross‑Functional Technical Support & Collaboration

• Partner closely with SAP functional and technical teams to support integrations, data flows, and business processes—especially within eWM, ShipERP, Paccurate, and related logistics solutions.
• Work with Infrastructure teams (Server, Network, Security, Virtualization) to resolve escalated issues, support system stability, and contribute to technology planning.
• Coordinate with Desktop Support, Store Support, and Field IT teams to ensure reliable operations across office, warehouse, and retail environments.

Application Support & Specialized Systems Ownership

Provide advanced support, troubleshooting, configuration, and coordination for a wide portfolio of systems not explicitly owned by other IT functions, including:

• Automation & Workflow: PowerAutomate, RVI
• Labeling & Documentation: label systems, packaging slip generation, print workflows
• Telephony & Communication: 8x8, PTLS
• Warehouse & Logistics Technology: Kardex system, conveyor systems, eSecure integrations
• Retail & POS Systems: MyPOS, Store Support tools, DC1
• Physical & Access Security Systems: Brivo, TotalConnect, QVR
• Storage, Backup & Surveillance: QNAP (VM backups, surveillance platform)
• RFID & Printing: Zebra printers (including RFID workflows)
• Cloud Productivity: Dropbox and related integrations
• Legacy Technologies: Maintenance and operational support for DCI AS/400 applications

Infrastructure & Operational Support

• Provide advanced troubleshooting across servers, networking, security tools, mobile devices, and IoT platforms.
• Assist in monitoring, maintaining, and improving both on‑premises and cloud‑based environments.
• Participate in incident response and root‑cause analysis for complex, cross‑system failures.
• Maintain documentation, system configurations, runbooks, and knowledge bases.

Subject-Matter Leadership

• Serve as a technical escalation point for multi‑team issues requiring broad system knowledge.
• Advise the IT Director and other technology leaders on risks, opportunities, dependencies, and best practices.

Project Support & Execution

• Contribute to the planning, execution, and deployment of IT projects across applications and infrastructure.
• Serve as the technology expert for cross‑functional initiatives involving SAP, warehouse automation, POS upgrades, workflow automation, and new system integrations.
• Manage small to medium‑sized technology enhancements independently, including requirements gathering, testing, and coordinating with internal teams/vendors.

Qualifications

Required

• 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.

Preferred

• 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.

About Us 

For over 290 years, ZWILLING J.A. Henckels has offered premium products that enhance the lives of professional and home chefs worldwide. Since its start as an esteemed cutlery brand, 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. 

Today, ZWILLING J.A. Henckels is an international industry leader that sells products in 100 countries with the help of ten wholly owned subsidiaries. Always looking forward, 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. 

Not eligible for sponsorship

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